Keith Pearce, vice president of product marketing at Salesforce, is responsible for the messaging and the positioning of the company’s service cloud platform in the market. Loyalty360 asked Pearce how he thinks customers are changing.

“Quite simply, customers want to talk to companies they do business with the same way they communicate in their personal lives,” Pearce explained to Loyalty360. “You send an email to a company and good luck getting a response or a timely response. That doesn’t cut....

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