Page 15 - Federal Computer Week, January/February 2019

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The right partner not only delivers frictionless technology but helps agencies rethink customer engagement, which is not easy.
personalized experiences with Adidas, Bank of America, Marriott and TurboTax. But a trusted partner delivers more than superior cloud services. A steadfast partner helps agencies build a new vision of customer engagement that empowers the entire organization.
Government decision-making is federated so Salesforce offers a framework that helps agencies contemplate what’s
best for customers. Focusing on customer engagement helps program, business and IT teams see how the cloud may be used to realign, automate, scale and personalize. Asking the right questions and learning from customers help agencies develop an end state into which they transform.
To gain traction, executive alignment is critical, as well as testing smaller initiatives first — learn by doing. Before, technology
reinforced silos. Now, technology enables greater unity of effort. Salesforce helps agencies make the mental jump needed to meet customers where they are. With the right platform, a constant focus on delighting customers changes the way agencies serve.
Mike Daniels is senior vice president of public sector sales at Salesforce.
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