Customer service, an experience center "The adoption of Service Cloud by a company is synonymous with the extension of its customer experience," explained Thi-Tuyet Nguyen. But how can customer service, traditionally seen as a cost centre, be transformed into an extension of the customer experience in a shop or on a website? This is the question that Salesforce strives to answer each year by integrating new features into its customer service and support application. For Salesforce, "The transformation of customer service necessarily involves combining the customer experience with the advisor experience," added Thi-Tuyet Nguyen. An omni-channel customer experience Consumers increasingly…