Boutique consultancy disruption

Hey,

Sunday is a fun day, because I get to write to you.

No seriously I do look forward to this and I appreciate you reading it.

📸 Photo of the Week

Two ideas

1. How to disrupt our own business? What does the Salesforce consultancy look like that starts today or gets started next year with all the new AI possibilities?
   
   And more importantly how do we evolve Valuent into the Salesforce consultancy of the future?
   
   The most important part in the delivery of our services is the human element and that won’t go away. In fact it becomes an even stronger differentiator.
   
   But the creation of artefacts like requirement docs, user stories, data models, process flows, training materials, APEX code etc. that can be speed up now or in the near future with AI.
   
   Here are a couple of questions:
   - How to train our team to make use of these tools?
   - How to restructure some of our processes?
   - How to make sure that the quality is up to the highest standards?
   - How to establish taste, so that our consultants become quick evaluators and strong managers of these AI systems? (I think this is one of the most important questions for all leaders)
   - How to change our monetisation model to reflect these gains in efficiency?
   
   And an even more exciting question is: how does the boutique consultancy of the future look like? But that’s for another time.
   

2. AI in Customer Service: Right now the most convincing AI use cases in the CRM space are in Customer Service. And most customer service organisations struggle to take advantage of AI.
   
   So I am working on an offering that helps companies get started.
   
   Most of them need guidance and orientation:
   - Where to start?
   - What not to do?
   - How to train their people?
   - How to communicate the changes to their people?
   - How to identify the workflows that benefit most from applying AI?
   
   The target audience for this is COOs, VP Customer Service and Customer service leaders. If you know any with more than 30 service agents in their team, please feel free to introduce them to me.

Three cool links

1. My own story: Ever signed up for something that turned out nothing like you expected? → At 11, I went to ‘America Camp’ expecting cowboys and adventures. Instead, I spent a week in the former GDR with a bunch of kids who called me ‘Wessi’

2. Mario Draghi released a report on European competitiveness and the internet took notice → It’s encouraging to see that Mario Draghi reached out to someone like Peter Levels for input, it gave me goosebumps

3. Brian Chesky (Airbnb founder) on being in the details paradoxically creating less work for him → Founder mode Brian has lots of counterintuitive wisdom to share

Personal note

That’s it for today.

I wrote it. You read it. How was it?

Dennis

P.S. - if you wanna go read this on a rad website (seriously) or send to a friend, here’s the link: check it out!