Hello, everyone, and welcome back to another episode of Relevant Experience Heroes, where we cover how companies are handling both their customers, employees, as well as future customers, the experiences that they enjoy, and how they find the relevant information to become proficient at what they do and get back to their lives and really become masters of their own work. Today, I have a very special guest who has an incredible journey to share with us, Madhav Pattai, who is the who is not only at Salesforce, but is the VP of strategy and operations at Salesforce. So he's got an incredible wealth of knowledge, and we're just gonna dip our toes into that knowledge today. So thank you for joining us today. Thank you, Ari. Great to be here. It's a pleasure. And since you handle how Salesforce not only delivers relevant support experiences, but you serve tens of millions of customers, And this is an operation at a massive scale. You've really had to hone in and focus in on not only the delivery of that experience, but how do you programatize and organize and achieve the type of results that allow you to continue to scale. Yeah. You know, we've had a great experience with, with Kaveo, and so happy to be here and and and share more with you today as well as, you know, in the future event. And they've been a great partner, for us as we've continued to evolve our our digital, experience and really create a world class journey for our customers, that are using our web property to to to self serve. It really comes down to three things that I think, we see a ton about value from. One is the capability of the product itself, being able to federate our content. We are a complex organization, with a variety of incredibly valuable content for our customers, not just within support, but other key properties, such as Trailhead and other parts of our, of our organization. And so being able to provide one view of that content, really bring it all together and make sure we're serving customers the right way, that's huge. The machine learning capabilities that underpin Coveo, to be able to drive, you know, greater personalization, more specific results for customers, that's really been fantastic. We also really value the tools, being able to track the data, really have dashboards, have administration capabilities, to really manage our search experience, really manage the way customers, interact with our properties. That's been fantastic as well. And then the third one, which is usually valuable for us, is the ability to integrate with our products. So we use, of course, a lot of our own products to deliver our experience, and having Coveo be able to plug in, integrate easily, for us to put together a holistic experience that feels really seamless to customers, has been huge. So really value the partnership, and, and we really enjoyed the experience. You know, you hit on something that that I think really not only resonates, but is is important for people to understand, which is it's not about creating a single silo of information. Content can live many places, but the experience you provide has to be a holistic and unified experience. So it's kind of like there are gonna be seams everywhere, but a customer doesn't need to see those seems. They need to be hidden. Right? So that they feel familiar and confident in what they're doing and how they're doing it. Moving from that and understanding how many different places Coveo and Salesforce really partner together, You know, what are the results been? How have you seen this help you scale? It's been great. I mean, we we get, you know, over seventy five million visits, a year to our help website. It's one of the most used properties, at the company, and, Coveo helps bring information together from, you know, over ten different sources, the customers are all able to self serve and have access to, via their health experience, which has been fantastic. We have seen in a consistently increasing, self-service success rate. We're now, over ninety percent and continuing to trend up, and that means our customers are really finding the right content. They're able to engage with it, and it satisfies, whatever outcome they're looking for, whether they're looking to solve a problem, whether they're looking to learn something, and we think that that is tremendously valuable. On the, engineering experience side, that is internally, we found our engineers, rely on the recommended results, from Coveo, over seventy five percent of the time, which is fantastic. It really cuts down on the amount of time they have to spend, improves their efficiency, and being able to get access to that information really quickly allows them to then provide a better experience, with Coveo. So really great results, that we've seen across the board, both on the customer experience, but also internally as our support engineers, use the capabilities as well. You you know I love hearing that. You know my I'm smiling from ear to ear right now, but I understand, you know, why we really work well together. It's been a phenomenal partnership for years now, but and I also understand how we've helped you scale. But what am I missing? What what parts of this company should what haven't I asked? Yeah. No. It's a good question. I mean, I think the the main thing to center on is we always wanna start with what is the journey that the customer is on. That's really the first question to ask, and we all have fantastic technology and fantastic capabilities that we bring together to deliver on those journeys. But the first question really is what are the outcomes that customers want? What kind of experience do they want? And when we think about in our space, we think about customers really wanting to resolve issues that they have. We think about customers wanting to develop their own expertise to get education. We think about customers wanting to get value from their Salesforce products, and these are all reasons customers come to support, by the way. So really learning about the customer, what journey they're on, providing a more personal experience, providing a more guided experience for customers, that's really where we start the conversation. And then we think about what is the right technology, the best capabilities out there that we can bring to bear, and Coveo is a key partner for us in being able to really develop that experience. But always start journey first and then think about what the solution is. That's really been a guiding principle for us as we've been on our own, transformation journey to improve our digital experiences, and it's been great partnering, with Coveo as we continue to do that. I I mean, as a Salesforce customer myself, I've seen the experience absolutely transform over the years and just continue to push the envelope in how it's not only supported, but allowed us to become subject matter experts ourselves, you know, and really be take everything into our own hands. And, I know that you've got so much more to share. And if you're watching this, he's gonna dive deep into how he's accomplished this and how Salesforce has really continued to personalize and extend relevance across the board and hide those seams. I highly recommend you join the conversation. Thank you for joining us today, Marav. I I appreciate it. Thank you, Ari. Really enjoyed it and looking forward to the session. Looking forward to it too. Thank you.
