Modern Customer Service Strategy in the Age of Agentic AI

Modern Customer Service Strategy in the Age of Agentic AI

Generative AI changed enterprise technology. Within 12 months, autonomous and agentic AI changed it again. In this episode of Let's Talk Business Transformation, Sean Catlin [https://www.linkedin.com/in/scatlin/], Global Head of Strategy at OSF Digital, sits down with David Brown [https://www.linkedin.com/in/davidbrown17/], SVP and Global Chief Customer Officer, Service Cloud at Salesforce, to discuss why more businesses are moving beyond small AI experiments and putting agents into real use. They discuss the latest trends, success stories, and strategic insights into AI and customer service innovation. Key topics * Rapid evolution of AI and generative AI * The rise of the agentic enterprise and autonomous solutions * Success stories and best practices in AI deployment * Strategies for scaling service transformation * The importance of platform integration and partnership Chapters (2:29) Evolution and Trends of Autonomous Services in the AI and AI World (10:11) The Power of Salesforce Cloud and Partner Collaboration(14:36) Implementation and Impact of AI and Technology in Salesforce(18:58) The Future of Business Transformation: A Conversation on AI, Product Development, and Customer Experience Further reading on the topic: 1. OvercomingAI Innovation Abandonment: Moving from Traditional Multi-Cloud Projects toOutcome-First MVPs [https://osf.digital/insights/white-papers/overcoming-ai-innovation-abandonment-moving-from-traditional-multi-cloud-projects-to-outcome-first-mvps/] 2. ThisIs Not Another Technology Cycle: An Executive Point of View on the AgenticEnterprise⁠ [https://osf.digital/insights/white-papers/this-is-not-another-technology-cycle-an-executive-point-of-view-on-the-agentic-enterprise/] 3. ⁠FromPilots to Pattern: The Operating Model for the Agentic Enterprise⁠ [https://osf.digital/insights/white-papers/from-pilots-to-pattern-the-operating-model-for-the-agentic-enterprise/] Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

How to Modernize Your Contact Center: AI Voice, Agent Productivity & CX

Voice used to be the last stop in the customer journey, the place customers turned when something went wrong. Today, it’s becoming one of the most strategic channels for transformation. In this episode of Let’s Talk Business Transformation, Tye Barnes [https://www.linkedin.com/in/tye-barnes-26123162/] from OSF Digital [https://osf.digital/] joins us to explore how AI is reshaping voice experiences, what modern contact center transformation really looks like, and how organizations can improve agent productivity and customer experience without disrupting existing operations. If your organization is evaluating AI-driven customer service, Salesforce-native voice solutions, or contact center modernization strategies,this episode offers practical insights on where to begin and what to consider next. Key Topics * Customer journey mapping for voice * Diagnostic measures for voice system health * Aligning voice strategy with business outcomes * AI integration and governance in voice channels * Long-term strategic advantages of native voice architecture Chapters (00:43 ) Introduction to Voice Modernization (02:17) Setting organizational goals before adopting new voice solutions (02:33) Avoiding technology-centric planning: focusing on outcomes (03:59) Indicators that signal the need to rethink voice architecture (04:52) How Service Cloud Voice enhances AI reliability (05:41) Starting points for integrating AI within existing telephony stacks (07:00) Best practices for assisting agents via AI and automation (07:30) Transforming agent workflows with real-time transcription and guidance (08:14) Governance considerations: transparency, accountability, and guardrails (09:22) Final thoughts on voice technology evolution beyond contact centers Further reading on the topic: 1. The AI Voice Paradox: Why You Cannot Build the Future on Legacy CTI [https://osf.digital/insights/blog/the-ai-voice-paradox-why-you-cannot-build-the-future-on-legacy-cti/] 2. What a Low-Risk Transition to Salesforce Voice Looks Like [https://osf.digital/insights/blog/what-a-low-risk-transition-to-salesforce-voice-looks-like/] 3. How Real-Time AI, Transcription, and Unified Routing Improve Agent Efficiency [https://osf.digital/insights/blog/how-real-time-ai-transcription-and-unified-routing-improve-agent-efficiency/] Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

The Future of Business Transformation: Strategy, Governance, and Growth

In this episode of Let's Talk Business Transformation, JohnConiglio [https://www.linkedin.com/in/john-coniglio/], Senior Consultant at OSF Digital, shares an advisor’s perspective on how organizations are leveraging AI across commerce, service, and marketing, and how strong governance and executive oversight turn those investments into real revenue impact. Key topics • Where AI is driving measurable revenue • Where it can quietly introduce risk • Where human judgment remains critical • Why governance becomes essential as AI scales Chapters (00:43) Introduction and AI's Impact on Sales (01:30) AI's Role in Dynamic Pricing and Revenue Optimization (03:05) AI in Commerce: What Can Be Automated vs. What Needs Human Judgment (04:42) Pricing, Promotions, Bundling, and Inventory: What AI Can Handle and What It Can’t (05:29) Measuring AI's Impact on Lifetime Value vs Cost Reduction (07:15) - Managing customer dissatisfaction and the importance of empathy in AI chatbots (08:37) - Early warning signs from customer feedback that indicate AI issues (09:09) - The importance of guarding against automating high-stakes interactions like apologies (10:58) - AI’s role in marketing: discovery of hidden opportunities vs. optimization (12:02) - How AI expands demand through personalized recommendations (13:03) - Preventing brand sameness when using large language models (14:45) - The often overlooked importance of AI risk management and governance (15:49) - Hidden risks from automation errors and bias in pricing and credit decisions (16:45) - Critical governance questions for accountability and risk mitigation (17:40) - The true business impact if AI were to be turned off today (19:49) - Final thoughts on integrating AI responsibly and the importance of human oversight Episode resources Further reading by the guest: ·  The Grounding Truth: Why AI Is Desperately Seeking Data [https://osf.digital/insights/blog/the-grounding-truth-why-ai-is-desperately-seeking-data/] ·  The AI Execution Gap: Why Enterprises Are Investing in AI but Failing to Scale [https://osf.digital/insights/blog/the-ai-execution-gap/] Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

🎙️ Special Episode: Women in Tech Leadership: Driving Business Transformation

In this special episode of Let’s Talk Business Transformation, Oana Dereli [https://www.linkedin.com/in/oanadereli/], AVP of Retail and Co-Chair of OSF Women’s Network at OSF Digital, sits down with Rachel Kenney [https://www.linkedin.com/in/rachelkenney/], AVP and Head of GB Commercial Sales UK&I at Salesforce, for a powerful conversation on women in tech leadership, AI, and what it takes to drive successful business transformation. In this episode: • Women in tech leadership and career growth • How to lead meaningful business transformation • Why ownership matters more than technology • Practical approaches to AI adoption • Creating measurable business impact Takeaways: * The significance of community and diversity in UK tech leadership * Key advice for women aspiring to sales and leadership roles: don’t wait to be perfect * Challenges faced by businesses today: fragmentation, data silos, resource constraints * How to leverage AI effectively by starting small with high ROI projects * Building strong, trust-based partnerships between Salesforce and OSF Digital * Critical success factors for digital transformation: executive sponsorship and focusing on business outcomes * Fun rapid-fire: AI evolution vs revolution and barriers to change Chapters (00:32) - Significance of diversity and structural change in the industry (01:37) - Advice for women to step into sales leadership roles (02:40) - Taking value from every role to build leadership capacity (03:17) - Major business challenges: fragmentation, data silos, resource constraints (04:28) - The role of data and AI in streamlining customer journeys (05:36) - Building strong partnerships within the Salesforce ecosystem (06:46) - Driving successful digital transformation with executive sponsorship and business outcomes focus (07:50) - Practical steps to implement AI projects for quick impact (08:35) - Rapid-fire quiz: evolution vs revolution in AI, barriers, and success factors Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI

How Mobile Apps Power Customer Engagement and Business Growth

Mobile is no longer just another channel. For many businesses, it’s the core of how customers discover, engage, and stay loyal. In this episode of Let’s Talk Business Transformation, we sit down with Marius Ropota [https://www.linkedin.com/in/mariusropota/], DCOS Operations Director, to unpack what it really takes to build mobile experiencesthat drive results. Key Topics * Evolution of mobile apps from early days to AI-driven personalization * Major trends in mobile customer interactions and expectations * Mobile as the core of digital transformation, not just a channel * Key capabilities for successful mobile apps: performance, intelligence, design * Common mistakes in mobile app development and how to avoid them Chapters (00:34) Introduction to Mobile Interaction (04:44) The Future of Mobile Experiences (08:13) Mobile Apps as the Front Door to Digital Transformation (09:33) Key Capabilities for Successful Mobile Apps (11:00) Choosing the Right Mobile Technology (12:48) Common Mistakes in Mobile App Development (15:06) Success Stories in Mobile Transformation (16:49) The Future Role of Mobile in Business Watch on YouTube Subscribe and watch our bi-weekly episodes plus bonus clips at: https://www.youtube.com/playlist?list=PLKtuEeZWpLRwSDMrE1eiS2-8JMYzIEyWI