https://www.channelfutures.com/wp-content/themes/channelfutures_child/assets/images/logo/footer-new-logo.png
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • MSP 501 Rankings
    • NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Channel Futures 20: Top Tech Providers
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2023 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Technology Advisor 101 (TA 101)
    • Channel Leaders Lists
  • Events
    • Back
    • 2023 Call for Speakers
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
Channel Futures
  • NEWSLETTER
  • Home
  • Technologies
    • Back
    • SDN/SD-WAN
    • Cloud
    • RMM/PSA
    • Security
    • Telephony/UC/Collaboration
    • Cable
    • Mobility & Wireless
    • Fiber/Ethernet
    • Data Centers
    • Backup & Disaster Recovery
    • IoT
    • Desktop
    • Artificial Intelligence
    • Analytics
  • Strategy
    • Back
    • Mergers and Acquisitions
    • Channel Research
    • Business Models
    • Distribution
    • Technology Solutions Brokerages
    • Sales & Marketing
    • Best Practices
    • Vertical Markets
    • Regulation & Compliance
  • MSP 501
    • Back
    • MSP 501 Rankings
    • NextGen 101 Rankings
  • Intelligence
    • Back
    • Galleries
    • Podcasts
    • From the Industry
    • Reports/Digital Issues
    • Webinars
    • White Papers
  • Channel Futures TV
  • EMEA
  • Channel Chatter
    • Back
    • People on the Move
    • New/Changing Channel Programs
    • New Products & Services
    • Industry Honors
  • Resources
    • Back
    • Channel Futures 20: Top Tech Providers
    • Advisory Boards
    • Industry Organizations
    • Our Sponsors
    • Advertise
    • 2023 Editorial Calendar
  • Awards
    • Back
    • 2022 MSP 501
    • Channel Influencers
    • Circle of Excellence
    • DE&I 101
    • Technology Advisor 101 (TA 101)
    • Channel Leaders Lists
  • Events
    • Back
    • 2023 Call for Speakers
    • CP Conference & Expo
    • MSP Summit
    • Channel Partners Europe
    • Channel Partners Event Coverage
    • Webinars
    • Industry Events
  • About Us
  • DE&I
    • Newsletter
  • REGISTER
  • MSPs
  • VARs / SIs
  • Agents
  • Cloud Service Providers
  • Channel Partners Events
 Channel Futures

Channel Partners Event Coverage


Tiffani Bova at CPLV21

Salesforce’s Bova: ‘Customer Experience Is the Battleground Today’

  • Written by Claudia Adrien
  • November 3, 2021
In a post-pandemic world, a company’s customer experience is as important as its product or services.

Customer experience is more than just the consumer’s journey with a product. It’s a reciprocal relationship dependent on a range of factors. Those include whether a company utilizes technology effectively, whether a firm knows how to meet customer’s needs in a hybrid environment and whether a company’s employees are satisfied.

These attributes may be more essential in the post-pandemic marketplace, said Tiffani Bova, global growth and innovation evangelist at Salesforce. Bova spoke on Wednesday at the Channel Partners Convention & Expo in Las Vegas.

“We found that 74% of sales leaders don’t feel capable of actually adapting to the current conditions,” Bova said. “They’re not sure how they’re going to deal with the lumpiness or uncertainty from a customer perspective.”

Nothing is more emblematic of changes brought about by the pandemic than how companies use technology. The pandemic revealed surprising statistics. Even though it showed a proliferation of technologies such as Zoom and Slack used by business, according to Bova, 42% of small businesses were not online before the pandemic. Many didn’t have a domain or e-commerce opportunities.

“Small businesses that are going to win in the future are going to be those that use technology better than their competition,” she said, adding that it’s critical to use technology to bridge a company’s various teams.

Implementing technology for the “better” doesn’t mean reverting 100% to face-to-face meetings, nor does it mean solely embracing digital interactions. Meeting customers where they are requires a hybrid approach as expectations are now across the board. It comes down to creating a personalized experience, which ultimately must be orchestrated in real time. And real time cannot be implemented without the push to automate.

“If you can create automation in your business, you will have more control and visibility into your forecasts,” Bova said.

Employers Should Change the Paradigm

Part of adapting to this new post-pandemic environment means employers should review how much time they spend coaching employees. Rather than “tightening the screws” when employees don’t meet quotas, employers should change the paradigm and increase the time they spend mentoring their employees, Bova said. It may be stating the obvious, but employee dissatisfaction directly correlates with poor customer experience outcomes.

Yet, employees complain that instead of meaningful one-on-one time with their supervisors, they are faced with an onslaught of metrics, tracking their productivity as an exercise in micromanaging. In recent years, 63% of employees report they must log more information, Bova said.

Tags: Agents Cloud Service Providers MSPs VARs/SIs Events Best Practices Business Models Channel Partners Event Coverage Sales & Marketing Strategy

Most Recent


  • td synnex ciso
    The Gately Report: TD Synnex CISO on Protecting the World's Largest Distributor
    Apria Healthcare takes years to report massive data breach.
  • how to sell more
    Learn How to Sell More Solutions to Clients
    A conversation with MSP Marketing Edge's Paul Green.
  • Partner Program
    Coalesce Partners Gain Revamped Partner Program with Expanded Training, Resources
    Coalesce's data transformation solution is built exclusively for Snowflake Data Cloud.
  • call for speakers
    Channel Futures Leadership Summit Call for Speakers Open
    Speaker applications for “The New Style of Leadership” are open until July 3.

Leave a comment Cancel reply

-or-

Log in with your Channel Futures account

Alternatively, post a comment by completing the form below:

Your email address will not be published. Required fields are marked *

Related Content

  • Plant growing arrows pointing multiple directions
    Fusion Connect, Partners In 'Grow, Grow, Grow' Mode
  • MSP 501 Gala Networking
    And That's a Wrap! Attendees Celebrate Most Successful CP Expo Ever
  • SD-WAN Thunderdome CP Expo 2021
    CP Expo Thunderdome: SD-WAN Not Replacing MPLS Anytime Soon
  • Influencers at CP Expo 2021
    Schijns, DeLozier, McBain: Channel Futures Influencers Talk Impact

Upcoming Events

View all

Channel Partners Europe

June 13, 2023 - June 14, 2023

Channel Futures Leadership Summit

October 30, 2023 - November 2, 2023

Channel Partners Conference & Expo

March 11, 2024 - March 14, 2024

Galleries

View all

The Gately Report: TD Synnex CISO on Protecting the World’s Largest Distributor

May 30, 2023

Survey: Backups Are Prime Targets for Ransomware Attacks, Most Remain Exposed

May 26, 2023

Faces of the Partner: 6 New Tech Advisors Entering the Channel

May 26, 2023

Industry Perspectives

View all

Dell Technologies World: Dell Apex Expanded Across On-Premises, Cloud and Edge

May 22, 2023

Identity Is Increasingly Valuable – and Targeted

May 18, 2023

Gaining a Competitive Advantage through AV Managed Services

May 10, 2023

Webinars

View all

From Problem to Profit: Mastering the Science of Selling Using Business Outcomes

May 9, 2023

Meet the 2023 Channel Futures Channel Influencers

April 13, 2023

DE&I Dialogue: How the Right DE&I Initiatives Can Propel Your Business

April 5, 2023

White Papers

View all

6 UCaaS Reseller Challenges and How Real World Businesses Solved Them

February 1, 2023

Frost Radar: North American UCaaS Market, 2022

February 1, 2023

The Complete Guide to White-Label UCaaS for Reseller Success

February 1, 2023

Channel Futures TV

View all

Coffee with Craig and James Episode No. 123: MartinWolf M&A Advisors, CP Expo Preview

UScellular Takes On Rivals with Partner Program Simplicity

April 21, 2023

OpenText Simplifying Deal Registration, Doubling Down on MDF

April 21, 2023

Everything-as-a-Service: CloudBlue Touts Critical Customer Transition

April 18, 2023

Twitter

ChannelFutures

Our latest #GatelyReport includes a Q&A with @TDSYNNEX CISO Dan Lasher, #cyberattack in Augusta, Georgia, Apria Hea… twitter.com/i/web/status/1…

May 30, 2023
ChannelFutures

Who has been a diversity, equity & inclusion role model in your career? Take a moment to honor their initiatives in… twitter.com/i/web/status/1…

May 29, 2023
ChannelFutures

Paul Green @msp_voice will help MSPs gain more #customers and #sales at @ChannelEurop June 13.… twitter.com/i/web/status/1…

May 26, 2023
ChannelFutures

.@coalesceIO unveils revamped partner program. #datatransformation dlvr.it/SphJm4 https://t.co/s7fYAVmFGD

May 26, 2023
ChannelFutures

.@Veeam #Ransomeware survey: backups are not adequately protected, 85% suffered at least 1 attack in past year… twitter.com/i/web/status/1…

May 26, 2023
ChannelFutures

.@MSPSummit call for speakers is open now through July 3. The theme for this year’s summit is “The New Style of Lea… twitter.com/i/web/status/1…

May 26, 2023
ChannelFutures

Channel Futures interviewed six individuals who started an agency in the last two years. dlvr.it/SpgV6l https://t.co/JXKhJcw31A

May 26, 2023
ChannelFutures

Channel Futures interviewed six individuals who started an agency in the last two years. dlvr.it/SpgTQg https://t.co/7eIp0XgwQ2

May 26, 2023

MSP 501

The industry's largest and most comprehensive partner awards program.

Newsletters and Updates

Sign up for The Channel Report, Channel Futures Update, MSP 501 Newsletter and more.

Live Channel Events

Get the latest information on the next industry-leading Channel Partners event.

Galleries

Educational slide shows and images from live events.

Media Kit And Advertising

Want to reach our audience? Access our media kit.

DISCOVER MORE FROM INFORMA TECH

  • Channel Partners Events
  • Telecoms.com
  • MSP 501
  • Black Hat
  • IoT World Today
  • Omdia

WORKING WITH US

  • Contact
  • About Us
  • Advertise
  • Newsletter

FOLLOW Channel Futures ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.
This website uses cookies, including third party ones, to allow for analysis of how people use our website in order to improve your experience and our services. By continuing to use our website, you agree to the use of such cookies. Click here for more information on our Cookie Policy and Privacy Policy.
X