Salesforce has undergone a major reorganization, now employing 76,000 people globally. CEO Marc Benioff describes this change as the most exciting period of his career during a discussion on The Logan Bartlett Show podcast. Despite workforce reductions, he emphasizes the importance of human employees in customer service. Salesforce’s operational model is hybrid, utilizing AI for repetitive tasks, while human staff manage complex customer relationships. Benioff advocates for a collaborative environment where software complements human efforts, rather than replacing them. This strategy aims to enhance service speed and cost-efficiency while maintaining the personal touch that customers value. By positioning AI as a tool and personnel as key developers, Salesforce seeks to innovate in customer service without sacrificing quality. This balanced approach between technology and human interaction is crucial for continued growth and customer satisfaction in a competitive market.
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