Retail technology influencer Michelle Grant opts to call time on her six year run at Salesforce
Michelle Grant has announced her departure from Salesforce, where she served as Director, Strategy and Insights, Retail and Consumer Goods.
In a LinkedIn post, Grant, who is included in the latest RTIH Top 100 Retail Technology Influencers List, said: "After six incredible years at Salesforce, I’m starting a new chapter."
"I’m incredibly grateful for the opportunity to apply my research background and retail expertise to the intersection of consumer, retail, and technology. It’s been rewarding to help shape thought leadership, advise some of the world’s leading brands, and partner across the business to bring insights to life."
She added: "One of the most fulfilling parts of my role was working cross-functionally with so many talented teams - from account executives, marketing, and product management to PR, solutions engineers, and our broader go-to-market organisation. The collaboration, creativity, and passion across Salesforce are truly special."
"What made my experience at Salesforce exceptional were the people. I’ve had the privilege of working with colleagues who are brilliant, hardworking, collaborative, and genuinely fun. I’m also deeply grateful to the broader Salesforce ecosystem - our incredible customers, partners, and industry leaders - for the opportunity to learn, collaborate, and help shape the future of retail and consumer industries together. I'm excited to announce what's next after a short break!"
Spurs
English football club Tottenham Hotspur recently completed deployment of Salesforce Service Cloud.
In a LinkedIn post, dated 31st March, Rob Pickering, Chief Technology & Digital Officer, said: “Today’s a big day for our fans, and for our service and technology teams who have worked hard to get here. We’ve just gone live with Salesforce Service Cloud, including Service Cloud Voice powered by Amazon Connect.”
“Supporters can now reach us across email, voice, chat, SMS and WhatsApp in their own language, which for a club with a global fanbase is something we’ve wanted to deliver for a long time. What makes this more than just a new set of channels or service management platform is the data sitting underneath it.”
He added: “Our ticketing, membership, visitor attractions (like F1 Drive), digital marketing and retail e-commerce operations are now connected into a single customer view, so when a fan gets in touch our service team isn’t piecing together information from multiple different systems. They see the full picture from the moment the conversation starts, making it as seamless and quick as possible when fans need help.”
“We then took that connected data foundation and put Agentforce on top of it, deploying AI agents that can handle a real range of fan queries autonomously, drawing on that connected data to give accurate, personalised responses at any hour, for any fan, globally. For our contact centre team, that means less time on routine queries and more capacity for the interactions that actually need a human. For our fans, it means faster resolution and a better experience regardless of when, what channel or how they reach out.”
Pickering concluded: “Getting here took a huge cross organisational effort - Salesforce brought both the technology and the people to deliver it, Tottenham Hotspur Football Club brought the subject matter expertise and relentless focus on improving the fan experience to get us across the line. A huge thank you to all of the teams involved in getting us here, a very exciting additional step to our transformation going live, just a few more to go over the next six weeks!”
Customer 360
Tottenham Hotspur has also launched a new e-commerce site and hit a milestone in its Customer 360 strategy.
Pickering commented: "We have gone live with our new shop - a completely reimagined online retail experience for our fans, built as part of our partnership with Salesforce on Commerce Cloud."
"This is more than a new e-commerce store - It’s the first major milestone in our Customer 360 vision - a connected data foundation that lets us understand and serve our fans better, whether they’re shopping online, at the stadium, or anywhere in between."
He added: "To the Spurs retail, digital and tech team - your work, your resilience through this build, and your commitment to getting this right is what made this happen - I’m proud of every one of you. And to the Salesforce team who partnered with us on this, building it out over the last 12 months - thank you for the collaboration, the expertise, and pushing us to think bigger about what’s possible.”
“There’s a lot more to come on this journey - including some really exciting things over the next two weeks which I’ll announce as we go live - but first, go check out the new store."
