Salesforce + AI

Kristy Gourley

Salesforce Service Cloud Practice Lead, NA · EPAM

About

Kristy Gourley is the Salesforce Service Cloud Practice Lead for North America. A 20-year technology veteran with 12 years in project management, she specialises in delivering cost-efficient technology solutions for business functions — and in showing service teams how AI moves their operations from a cost centre to a revenue driver.

Session Topic

Enterprise Service Cloud architecture, AI-driven self-service, and HIPAA-adjacent implementations for regulated industries.

Sessions

Salesforce + AI

AI Transforms Service Operations into Profit Centers, Not Cost Centers

Service teams face crushing case volumes, inefficient wrap-up processes, and inconsistent customer responses. Generative AI automates manual work while turning service from a cost center into a profit center—enabling agents to upsell and cross-sell during support interactions while delivering personalized, faster resolutions.