In any industry, the service experience can feel transactional and impersonal to the customer. To the agent/case worker, this same interaction often seems siloed, inefficient and incomplete. Transforming from a case-based to a customer-focussed approach allows for an integrated and optimized service experience built on knowledge and communication. This session will showcase the benefits of modernizing on an intelligent digital engagement platform that reimagines the service experience. Join us for a look at how AI-powered, customer-centric service transforms how people and organizations collaborate to solve problems and achieve results. This session will show how Salesforce can provide a unified 360 customer view across disparate systems via an end-to-end demonstration featuring Einstein Bots & Next Best Action, Mulesoft, Service Cloud & Community Cloud.