One on One at eTail East: Rob Garf of Salesforce

Rob Garf, VP of industry strategy and research at Salesforce, shares insights on the future of the digital customer experience based on listening to data from hundreds of millions of users. We talk about Salesforce’s own move into providing services for B2C, not least through its acquisition of Demandware, and what’s needed to build a high quality customer experience across digital and physical touch points.