David Egts

The Secret Agents of Service: How Agentforce Service Agents Improve Customer Operations

As the customer service landscape evolves, a new era of AI-powered agents transforms how businesses interact with and delight their customers. From traditional human

David Egts

21 mins read | December 3, 2024

Digital transformation

IT Megaprojects: Conquer Complexity, Avoid Catastrophe, and Build Your Digital Skyscraper

While construction projects are often associated with cost overruns and delays, the Empire State Building stands as a shining example of what's possible with

David Egts

16 mins read | September 17, 2024

Digital transformation

Beyond the Bot: Elevate Customer Service Agent Performance With AI Coaching

Artificial intelligence integration has already shown immense promise in the ever-evolving customer service landscape. We've previously discussed how centaur teams – where AI collaborates

David Egts

24 mins read | August 5, 2024

Integration strategy

The Integrated Strength of Salesforce Service Cloud, Einstein, Data Cloud, and MuleSoft

With digital experiences at our fingertips, customers expect personalized, efficient interactions across multiple channels and organizations that fail to deliver risk losing them. This

David Egts

20 mins read | July 15, 2024

Automation

Data-Driven Empathy: Is Your Customer Support Team Ready for the “Centaur Team” Future?

Customer service stands at a crossroads. The traditional model of overwhelmed agents struggling to meet customer demands is no longer sustainable. That's where AI-powered

David Egts

12 mins read | July 8, 2024

Digital transformation

Public Sector Insights from the 2024 MuleSoft Connectivity Benchmark Report

While the 2024 MuleSoft Connectivity Benchmark Report paints a global picture of the integration and API adoption across industries, a closer look at the

David Egts

8 mins read | April 9, 2024

Digital transformation

5 AI Predictions for 2024: Navigate the Hype Cycle and Embrace Your Inner Centaur

Artificial intelligence (AI) has been a hot topic of discussion in technical circles for years, but 2023 marks the year where it captured the

David Egts

14 mins read | December 12, 2023

Digital transformation

From Silos to Seamless: Improving the Student Experience in Higher Education

Higher education institutions are under immense pressure to transform as digital-native students expect seamless, integrated experiences in their education journey. Their e-commerce experience allows

David Egts

11 mins read | March 21, 2023

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