On 8th October 2024, Trigg hosted an exclusive event at The Marriott, Canary Wharf, in collaboration with Salesforce and top industry innovators, following the exciting Agentforce World Tour launch in London. Leaders shared how UK businesses are leveraging AI to deepen customer connections, drive growth, and redefine customer loyalty. Keep reading for top insights from the evening!
Our panellists, Mark Graham – Maersk, Sophia Farrag – IAG Cargo, Kate Donaghy – Secret Escapes, and Chris Pannell – Salesforce, shared insights on using AI and data to predict customer behaviour, enhance personalisation, and optimise loyalty programs, ultimately transforming both the customer and employee experience. During the discussion:
Mark Graham highlighted the challenges associated with managing data effectively and the key steps needed to streamline processes for greater efficiency and automation. He emphasised the importance of identifying the right starting points to achieve ROI, focusing on improving customer service, driving user adoption, and supporting sustainable growth.
Sophia Farrag addressed key data challenges, stressing the need for a robust data plan. She highlighted the importance of cleansing and preparing data for predictive AI to learn and provide accuracy supporting strategies such as next-best-action and integrating new technologies to improve business outcomes. Sophia also pointed out the varying levels of AI maturity within organisations, noting that many are still grappling with how to connect AI capabilities to practical applications.
Kate Donaghy shared Secret Escapes’ experience as an early adopter of Salesforce Einstein AI. She highlighted how predictive AI improved case resolution and customer insights, achieving a 25% efficiency gain. Kate emphasised the value of a refined knowledge base, with a successful 18-month review of Einstein bots supporting strong agent performance and member engagement. She praised Agentforce for its accuracy and brand alignment, stressing the importance of scoping topics, enhancing AI learning, and using guardrails to ensure consistent, efficient responses.
Chris Pannell from Salesforce discussed how public sector organisations can leverage predictive AI to transform services and decision-making. With the exponential growth of data, predictive AI can forecast trends, improve service delivery, and boost operational efficiency. He also highlighted Salesforce’s Data Cloud, providing secure, onshore data hosting for public sector bodies, as a critical enabler for AI adoption, supporting the UK’s push toward more data-driven, AI-powered public services.
Our panel concluded with an inspiring look into the future as each speaker shared predictions on emerging technologies and AI’s role in shaping their industries over the next 3-5 years. Their insights provided a roadmap for what’s next—and how businesses can prepare. A huge thank you to them for their valuable insights!
Special thanks to our partners Rebecca Dimmock (Natterbox), Celine Normann-Dyer (Forter), Lee Heather, and Jessica Murray (Salesforce) for co-hosting and making this event a success.
If you’d like to explore how AI and Agentforce can streamline your customer service, reach out to us to learn more.
+44 203 239 8492
hello@triggdigital.com
Make sure you don’t miss out on all the fun at our next Trigg event!
