Salesforce : Madhav Thattai SVP & COO, Customer Success

Madav Tathai, COO of Salesforce Global Support, discusses the company's approach to customer experience, emphasizing success plans, digital channels, and AI integration. Salesforce provides success plans with self-service, technical support, coaching, and education, with over 99% of customer engagements occurring on digital channels. The company designs customer experience around channels and interactions, focusing on proactive motions and anticipating customer needs. AI, particularly the Coveo AI platform, has helped improve experiences and lower costs across the customer journey, enabling personalized experiences and intelligent customer interactions. The collaboration between Salesforce and Coveo aims to enhance app recommendations and the Trailhead experience, shaping the future of post-sales success and support industry.