Creating a culture of equality in customer service is not an easy task. On the surface, it may seem like things are in fact equal; however, studies reveal that people of color regularly receive poorer customer service than white customers in ways that are not immediately obvious due to unconscious bias. Join this session to learn how to become an intentional ally to communities of color and affect change in your service organization. Plus, hear how Allie Lawler, a trailblazing ally, is driving change in her community in an interview with Salesforce’s Office of Equality.
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Speaker Bios
Dr. Tami Kim
Assistant Professor of Marketing, Darden School of BusinessDr. Tami Kim is an assistant professor of marketing at the Darden School of Business where she teaches the marketing core course and a digital marketing elective for the full-time MBA program. She holds an A.B. in Government from Harvard College and a Doctorate of Business Administration in Marketing from Harvard Business School. Her research focuses on the topics of digital marketing, firm transparency, and discrimination in customer service. Her work has been published in leading academic journals, including Journal of Marketing Research, Management Science and Psychological Science, and has been covered in media outlets such as the Washington Post, the Atlantic, and the Wall Street Journal. She has also written op-eds for the New York Times and the Wall Street Journal.
Dr. Alexandra C. Feldberg
Assistant Professor of Business Administration, Harvard Business SchoolAlexandra C. Feldberg is an Assistant Professor of Business Administration in Harvard Business School’s Organizational Behavior unit. Her research examines the topics of gender, knowledge-transfer, technology, and discrimination within organizations.
Across settings and industries, Professor Feldberg has two main streams of research: first, how new technologies are shifting the productivity, performance outcomes, and relationship networks of workers who have historically been marginalized within their organizations; second, the extent to which frontline workers discriminate in the information and services they provide to customers, and interventions for remedying this discrimination.
Professor Feldberg completed her PhD in Organizational Behavior at Harvard University and BA in history at Columbia University.
Jackson Scher
Product Marketing Manager, SalesforceJackson Scher is a Product Marketing Manager at Salesforce where he focuses on value-based marketing across Service Cloud solutions. Prior to Salesforce, he worked in impact investing across two funds focused on financial inclusion and sustainability in apparel supply chains, respectively. Jackson received his MBA from NYU Stern and a BA from Williams College. Outside of work, Jackson enjoys cooking, trail running and playing the guitar.
Monica Bowie
Marketing Manager; BOLDForce President, SalesforceMonica Bowie is a Marketing Manager at Salesforce. In her role, she’s focused on maximizing engagement with our most strategic accounts to accelerate the business! She’s also the Global President of BOLDforce, Salesforce’s ERG for Black Employes, where she advocates for racial equality, career advancement, and building community for the black employee community. In her spare time, she loves to write and is a published author.
Allie Lawler
Senior Associate, Technology Consulting, Eide Bailly LLPAllie Lawler is a Salesforce Consultant by trade and a diversity, equity, and inclusion advocate by passion. She has been a speaker at multiple events and conferences on topics ranging from technology, keeping your employees happy and motivated, allyship, inclusion, and more. She has a history of working and emceeing large-scale events and community organizing. In her free time, Allie enjoys volunteering for community events and disaster relief, hiking, and becoming a devoted plant mom.
About Salesforce
Service Cloud, the world’s #1 customer service platform, empowers organizations to deliver service from anywhere — from home, the field, or the office. Service employees are equipped to solve any problem with the intelligent productivity tools, unified data, and embedded training needed to deliver fast, scalable service across every channel — whether it’s messaging, chat, phone, self-service, or in-person. Built on a fast, flexible platform, Service Cloud enables Trailblazers to provide world-class service anytime, anywhere.
