People-Centric Automation: Integrating the Service Provider Ecosystem

Salesforce’s Senior Director of Product Management, Abhi Sur, details how communication service providers (CSPs) can apply a people-centric lens when developing automation strategies and processes, with the end game of delivering great customer experiences.

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In this Executives at the Edge episode, host Pascal Menezes explores these topics and more with Abhi Sur of Salesforce:

What’s behind every great customer experience?
How does automation enable customers to better use the digital channel to self-serve?
How does it enable employees to better serve their customers?
What does it take to fully integrate billing, mediation, and customer-care systems?
What role do MEF LSO business and operational APIs play in the integration landscape?

About Our Guest

Abhi Sur, Senior Director of Product Management, Communications Industry, Salesforce

Abhi is responsible for product strategy and management of cross portfolio products for Communications Industry Cloud at Salesforce. With an API-first mindset, he defines the product roadmap incorporating the latest technologies from Salesforce in conformance with industry standards, that would enable communications service providers to move beyond connectivity into new applications and business models.

He enjoys forging new relationships with partners—in order to grow the connectivity ecosystem to ultimately enable transformational outcomes for service providers. Throughout his career, spanning multiple roles, he strives to be outcome-focused, and lead with empathy and a learning mindset.

Executives at the Edge podcast is brought to you by MEF, an industry association of 200 service, technology, and cloud providers who together accelerate enterprise digital transformation.

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