Team iMMERSIVE was delighted to host the Professional Services and Legal Summit 2024 alongside our friends at Salesforce. The event brought together industry leaders and CRM experts to explore the latest innovations empowering firms to evolve faster than ever.
Industry Viewpoint: Professional Services & Legal
We kicked off the day with Sally Craxton, Regional Vice President, Professional Services & Legal Industries at Salesforce. Sally shared how technology, AI and automation are accelerating digital transformation and challenging firms to evolve faster than ever. But these same advancements also empower firms to:
- Meet rapidly evolving client expectations
- Eliminate manual and disjointed processes
- Navigate increasing disruption across the industry
Sally emphasised that success lies in breaking down silos between teams, processes, and systems. By unlocking the value of trapped data and creating a unified Customer 360 view, firms can optimise talent and deliver seamless, client-centric experiences.
The Value of AI Agents
Richard Boon, Vice President, Solution Engineering at Salesforce, introduced how AI Agents, such as Agentforce, are able to navigate workforce obstacles like low-value tasks, stalled productivity, capacity limitations, and burnout while also transforming the customer experience through features such as zero hold times, instant scheduling, and personalised and empathetic service. This ensures customer satisfaction 24/7.
This allows businesses to connect with their customer in entirely new ways through shared insights, thereby ensuring customer success on every occasion.
Richard then introduced guests to various agents built by Salesforce, designed to help with every business need. Each agent was uniquely built to tackle a different workforce challenge, including:
- Service Agents – providing 24-hour support
- Sales Agents – maximising your pipeline
- Marketing Agents – optimising your campaigns
- Commerce Agents – giving shoppers a VIP experience with a private concierge
Driving Global Relationships & Client Growth
Paul Hutchinson, Principal Solutions Engineer at Salesforce, and Simon Clarke, Head of Business Products at iMMERSIVE, delivered a fantastic presentation on building global relationships and driving client growth. Together, they demonstrated a five-step method developed by Salesforce to help your business unlock growth opportunities, win larger deals, and efficiently manage the health of your business. The five steps being:
- Client analysis
- Unified client views
- Reviewing strategic plans
- Setting objectives and developing strategies
- Personalised communication through client outreach
Sensing Market Growth Opportunities Using Data
Julia Doctoroff, Principal Solution Engineer at Salesforce, and Conor Kennedy, Enterprise Account Executive at Salesforce, led an eye-opening session on how Salesforce’s Data Cloud can help you extract insights from both structured and unstructured data—enabling a deeper understanding of your operations and uncovering new opportunities. Both highlighted how these insights can be seamlessly integrated into workflows, enriching your Customer 360, and how generative AI and Agentforce can accelerate your sales motion.
Accelerating Salesforce Transformation
The closing presentation was led by iMMERSIVE’s own Abi Chan, Chief Revenue Officer, Rachel Krzeminski, Head of People and Change, and Simon Clarke, Head of AI and Accelerators. Together they delivered a dynamic discussion on how to practically implement Salesforce technology within the Professional Services and Legal Industry.
Focusing on real-world implementation, the team engaged audiences through a step-by-step look at how firms can begin their digital transformation. Abi outlined that this begins with ‘project readiness’—a series of proven strategies to help businesses prepare for seamless implementation. She highlighted how readiness planning is key to empowering sales teams and driving customer engagement from day one.
Simon walked attendees through our accelerators in detail, outlining how our Catalyst™ Accelerators allow Salesforce technology to be implemented more quickly, more cost-effectively, and more simply than ever before.
Rachel shared her perspective on scaling efficiently in a saturated market, describing how firms can manage organisational change effectively. She introduced iMMERSIVE Change™—an Accelerator designed to support clients through every stage of their business’s digital transformation, all the way from communication and training to long-term implementation success.
We would like to extend a huge thank you to all attendees and our exceptional speakers. As a leading Salesforce UK Partner in the Professional Services & Legal Industries, we are proud to be blazing a trail of innovation and excited to help firms discover some of the incredible opportunities emerging through the latest advancements, including Agentforce and AI Agents.
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