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AI and Related Tools Boost Holiday Sales

AI and Related Tools Boost Holiday Sales

AI Drives Holiday Sales in 2024: A Record-Breaking Shopping Season with Rising Returns Artificial intelligence (AI) played a transformative role in shaping the 2024 holiday shopping season, with Salesforce reporting that AI-powered tools influenced $229 billion, or 19%, of global online sales. Based on data from 1.5 billion global shoppers and 1.6 trillion page views, AI tools such as product recommendations, targeted promotions, and customer service significantly boosted sales, marking a 6% year-over-year increase in engagement. Generative AI features, including conversational agents, saw a 25% surge in usage during the holiday period compared to earlier months, further highlighting their role in shaping consumer behavior. Mobile commerce amplified AI’s influence, with nearly 70% of global online sales being placed via smartphones. On Christmas Day alone, mobile orders accounted for 79% of transactions, showcasing the shift toward mobile-first shopping. “Retailers who have embraced AI and conversational agents are already reaping the benefits, but these tools will become even more critical in the new year as retailers aim to minimize revenue losses from returns and reengage with shoppers,” said Caila Schwartz, Salesforce’s Director of Consumer Insights. Record-Breaking Sales and Rising Returns Online sales hit .2 trillion globally and 2 billion in the U.S. during the holiday season, but returns surged to $122 billion globally—a 28% increase compared to 2023. Salesforce attributed this spike to evolving shopping habits like bracketing (buying multiple sizes to ensure fit) and try-on hauls (bulk purchasing for social media content), which have become increasingly common. The surge in returns presents a challenge to retailers, potentially eroding profit margins. To address this, many are turning to AI-powered solutions for streamlining returns processes. According to Salesforce, 75% of U.S. shoppers expressed interest in using AI agents for returns, with one-third showing strong enthusiasm for such tools. The Role of AI in Enhancing the Holiday Shopping Experience AI-powered chatbots saw a 42% year-over-year increase in usage during the holiday season, supporting customers with purchases, returns, and product inquiries. These conversational agents, combined with AI-driven loyalty programs and targeted promotions, were instrumental in engaging customers and increasing conversion rates. AI’s influence extended to social commerce, with platforms like TikTok Shop and Instagram driving 20% of global holiday sales. Personalized recommendations and advertisements, powered by AI algorithms, significantly boosted social media referral traffic, which grew by 8% year-over-year. Mobile Commerce and AI Synergy Mobile devices were the dominant force in holiday shopping, generating 2 billion in global online sales and 5 billion in the U.S. Orders placed via smartphones peaked on Christmas Day, with mobile accounting for 79% of all transactions. This mobile-first trend highlights the growing importance of integrating AI into mobile commerce to enhance the shopping experience. AI Integration Expands Across Retail Operations In the UK, retailers are increasingly leveraging AI to optimize operations and improve personalization. A study by IMRG and Scurri revealed that 57% of UK online retailers used generative AI for content creation in 2024, while 31% implemented AI-informed product search tools. By 2025, 75% of UK retailers plan to adopt AI for marketing efforts, and 42% aim to use AI-powered product information management systems to streamline processes. Tesco, for example, uses AI to analyze Clubcard data, enabling tailored product recommendations, healthier purchasing choices, and waste reduction. Meanwhile, Must Have Ideas, a homeware retailer, has launched an AI-driven TV shopping channel powered by proprietary software, Spark, which automates programming schedules based on real-time stock levels and market trends. Looking Ahead The 2024 holiday season underscored the transformative potential of AI in retail. While AI-powered tools drove record sales and engagement, the rise in returns presents a challenge that retailers must address to protect their bottom line. As AI continues to evolve, its role in shaping consumer behavior, streamlining operations, and enhancing customer experiences will become even more integral in the retail landscape. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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ai

Generative AI Integration

What it is: How it works: Benefits: Example Use Cases: Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Content Marketing Lessons

Marketing Cloud Editions & Agentforce

In Salesforce, Marketing Cloud editions refer to the different tiers of the platform, such as Growth Edition and Advanced Edition, each offering varying levels of marketing automation capabilities. Agentforce, an AI-powered feature within Marketing Cloud, enhances these editions by using generative AI to assist with tasks like creating email content, landing pages, and campaign briefs—essentially serving as a virtual marketing assistant. Both features work together to improve personalization and streamline marketing workflows across different editions. Marketing Cloud Editions Salesforce offers multiple Marketing Cloud editions, each designed to meet different business needs: Agentforce: AI-Powered Marketing Assistance Agentforce is available in both Growth and Advanced editions, enabling users to leverage generative AI to enhance marketing efficiency and effectiveness. Key Benefits of Agentforce ✅ Content Creation – Generate landing pages, email copy, and campaign briefs instantly.✅ Personalization – Tailor content dynamically based on customer data for highly relevant messaging.✅ Efficiency – Automate content generation tasks to reduce manual effort and improve productivity. By integrating Agentforce with Marketing Cloud, businesses can accelerate content creation, enhance personalization, and optimize marketing workflows for better results. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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copilots and agentic ai

Transforming Industries and Redefining Workflows

The Rise of Agentic AI: Transforming Industries and Redefining Workflows Artificial Intelligence (AI) is evolving faster than we anticipated. No longer limited to predicting outcomes or generating content, AI systems are now capable of handling complex tasks and making autonomous decisions. This new era—driven by Agentic AI—is set to redefine the workplace and transform industries. From Prediction to Autonomy: The Three Waves of AI To understand where we’re headed, it’s important to see how far AI has come. Arun Parameswaran, SVP & MD of Salesforce India, describes it as a fundamental shift: “What has changed with agents is their ability to handle complex reasoning… and, most importantly, to take action.” Unlike previous AI models that recommend or predict, Agentic AI executes tasks, reshaping customer experiences and operational workflows. Agentic AI in Action: Industry Applications At a recent Mint x Salesforce India deep-dive event on AI, industry leaders explored how Agentic AI is driving transformation across sectors. The panel featured: Here’s how Agentic AI is already making an impact: 1. Revolutionizing Customer Support Traditional chatbots have limited capabilities. Agentic AI, however, understands urgency and context. 2. Accelerating Business Decisions In finance and supply chain management, AI agents analyze vast amounts of data and execute decisions autonomously. 3. Transforming Travel & Aviation Airlines are leveraging AI to optimize booking systems, reduce costs, and enhance efficiency. 4. Automating Wealth Management AI agents in financial services monitor markets, adjust strategies, and offer personalized investment recommendations in real time. The Risks & Responsibilities of Agentic AI With great autonomy comes great responsibility. The potential of Agentic AI is vast—but so are the challenges: The Future of Work: AI as a Partner, Not a Replacement Despite concerns about job displacement, AI is more likely to reshape rather than replace roles. What Are AI Agents? AI agents go beyond traditional models like ChatGPT or Gemini. They are proactive, self-learning systems that: They fall into two categories: “AI agents don’t just wait for commands; they anticipate needs and act,” says Dr. Tomer Simon, Chief Scientist at Microsoft Research Israel. AI Agents in the Workplace: A Shift in Roles AI agents streamline processes, but they don’t eliminate the need for human oversight. Salesforce’s Agentforce is a prime example: “Companies need to integrate AI, not fear it. Those who fail to adopt AI tools risk drowning in tasks AI can handle,” warns Dr. Omri Allouche, Chief Scientist at Gong. The Road Ahead: AI-Driven Business Growth Agentic AI is not about replacing people—it’s about empowering them. As organizations re-evaluate workflows and embrace AI collaboration, the companies that act early will gain a competitive edge in efficiency and innovation. Final Thought The AI revolution is here, and Agentic AI is at its forefront. The key question isn’t whether AI will transform industries—it’s how organizations will adapt and thrive in this new era. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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AI Agents in Government

AI Agents in Government

AI Agents: A Key to Rebuilding Public Trust in Government Public trust in government services has been in decline for years, but new research from Salesforce suggests that AI agents could play a crucial role in reversing this trend. Citizens worldwide recognize the need for improved government interactions, with 40% reporting difficulties when seeking assistance and over a third unsure of the programs available to them. However, there is strong public support for AI-driven solutions—90% of global respondents indicated they would use an AI agent to engage with their government. AI Agents: A Game-Changer for Public Services The introduction of AI-powered agents presents a transformative opportunity for governments to enhance service delivery, improve response times, and build stronger constituent relationships. With budget constraints making it difficult to expand government workforces, AI agents can augment public servants, allowing them to operate more efficiently without increasing headcount. Imagine a trip to the AI Agent DMV! “It is clear from our research that AI solutions like Salesforce’s Agentforce can help governments streamline and scale services to better meet the needs of their constituents,” says Nasi Jazayeri, Executive Vice President and GM of Public Sector at Salesforce. “As global leaders convene in Davos, we have a tremendous opportunity for the public and private sectors to collaborate and explore how advancements in AI can improve how governments serve their citizens.” Key Findings from Salesforce’s Research Citizens Call for Improved Government Services Growing Public Interest in AI Agents Top Priorities for AI-Driven Government Services When considering AI adoption in public services, global respondents prioritize: The Future of AI in Government As AI technology continues to evolve, its important role in the public sector is becoming increasingly significant. By enhancing accessibility, streamlining processes, and providing real-time assistance, AI-powered agents can help bridge the trust gap between governments and their constituents. With strong public support, governments have a unique opportunity to leverage AI to build more responsive, efficient, and citizen-friendly services—ushering in a new era of digital governance. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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AI Agents and Work

Maximizing Generative AI in Learning and Development

Maximizing Generative AI in Learning and DevelopmentHow organisations can harness the power of generative AI to enhance learning and development with strategic integration, best practices, and a culture of continuous growth CREDIT: This is an edited version of an article originally published on Vistage Organisations are increasingly recognising the value of generative AI in learning and development. While your employees may already be using it, they may not yet be maximising its potential due to limited resources or understanding. This article offers strategies for organisations to more effectively leverage generative AI and amplify its impact on their teams. A global survey of 14,000 workers by Salesforce in late 2023 revealed that 28% were already using generative AI at work, with over half doing so without formal approval. Similarly, a 2023 McKinsey report echoed these findings, and these numbers are likely even higher now. A recent study by Harvard Business School and Boston Consulting Group (BCG) highlighted the transformative impact of AI, showing that consultants using generative AI completed tasks 22% faster and produced 40% higher quality work compared to those not using it. Unlocking AI Insights Begin by conducting an internal survey to better understand how your employees are using generative AI. Gather data on the tools they use, how often they use them, and how these tools enhance their work. Frame the survey as an opportunity to learn about their experiences rather than as an evaluation or compliance check. Once you’ve analysed the results, identify employees who are using generative AI in creative and effective ways. These individuals—often informal leaders—can provide valuable insights into the practical applications of AI, as well as the challenges they face and how they overcome them. Fostering a Learning Culture Incorporating generative AI into your organisation’s learning and development strategy helps employees tap into the knowledge of early adopters while aligning AI use with broader organisational goals. Cultivate a culture that prioritises continuous learning and upskilling to stay ahead in the rapidly evolving AI landscape. Regularly update training materials to reflect new advancements in AI. Provide opportunities for employees to attend conferences, webinars, and other educational events to stay current. Encourage peer learning by fostering a culture where employees are motivated to share their experiences, tips, and best practices with one another. Developing Best Practices Leverage the expertise of your AI pioneers to establish best practices that are tailored to your organisation’s needs. Create a collaborative environment where these early adopters can share their experiences and insights, and involve them in the development of formal training programs. This ensures that the content is both relevant and practical for your workforce. Pilot these best practices with a small, controlled group of employees before rolling them out more broadly. This allows you to gather feedback, refine the practices, and address any issues. Additionally, create comprehensive guides, FAQs, and video tutorials to give employees easy access to the information they need. Tracking the progress and outcomes of your AI-related learning initiatives is essential. Use data to customise learning experiences and promote a growth mindset among employees. By integrating generative AI into your learning and development strategy, you can tap into internal expertise to drive innovation and improve efficiency across the organisation. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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ai in marketing

Guide to AI in Marketing

The Ultimate Guide to AI in Marketing AI-powered algorithms and machine learning are revolutionizing the marketing landscape by enabling swift processing and analysis of vast datasets. Unlike traditional methods, AI efficiently organizes large volumes of data in real time, redefining how marketing strategies are created and executed. Marketing success hinges on effective data utilization, precise targeting, engaging content, and seamless workflows. AI simplifies these complexities, making them more accessible, scalable, and impactful. Here’s how AI transforms modern marketing. Unleashing AI’s Potential in Marketing AI has become a cornerstone for enhancing customer experiences and boosting marketing productivity. However, to fully leverage AI, it’s essential to understand its capabilities and implementation strategies. Think of AI as your vehicle for uncovering actionable customer insights, optimizing campaigns, and creating tailored customer experiences. While the pace of AI’s evolution may seem overwhelming, this guide will help you take control and confidently drive your AI-powered marketing efforts. Future Trends in Generative AI and Marketing Generative AI is unlocking new possibilities in customer engagement. This guide explores the challenges, advantages, and emerging trends in AI-driven marketing. From attracting customers to maximizing ROI, you’ll discover best practices and real-world examples of successful AI adoption. How AI Works in Marketing AI uses advanced algorithms and pattern recognition to simulate human intelligence in processing data. Through machine learning and deep learning, it identifies trends, predicts outcomes, and automates tasks typically requiring human intervention. Like humans learning from experience, AI improves with practice. It rapidly identifies consumer preferences, behaviors, and purchasing patterns. Two primary types of AI stand out in marketing: These AI types work together—predictive AI extracts insights from data, while generative AI uses those insights to create personalized content and solutions. This synergy enables marketers to automate tasks, segment audiences, and deliver tailored messaging based on individual preferences. AI in Action: Enhancing Customer Engagement AI enables marketers to engage with customers more effectively by: The Power of AI-Driven Marketing Analytics AI-powered analytics revolutionize decision-making by identifying patterns and offering actionable insights. Marketers can use AI tools to: Maximizing ROI with AI AI enables businesses to expand audience reach, improve conversion rates, and enhance customer relationships through personalized content and product recommendations. Its real-time analytics empower marketers to make informed decisions, while automation frees up time for strategic innovation. Navigating Challenges in AI Marketing AI’s potential comes with challenges, including: By prioritizing ethical practices, transparent data policies, and robust compliance measures, marketers can overcome these obstacles and leverage AI responsibly. Best Practices for AI-Driven Marketing To maximize the benefits of AI, marketers should: The Future: AI Copilots in Marketing AI copilots—conversational AI integrated into platforms—are transforming marketing workflows. These tools draft content, provide recommendations, and offer guidance based on CRM data, significantly enhancing efficiency. Looking Ahead: Emerging Trends in AI Marketing Over the next two years, advancements in AI will continue to reshape marketing. Key trends include: By embracing these advancements, marketers can deliver exceptional customer experiences, drive business growth, and stay competitive in an evolving digital landscape. AI is not just a tool—it’s a transformative force. By integrating AI into your marketing strategy, you can unlock unparalleled opportunities to engage customers, optimize campaigns, and propel your organization into the future. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Public Sector Spring 25 Advances

Public Sector Spring 25 Advances

The Salesforce Spring ’25 Release: Transforming Public Sector Operations The Salesforce Spring ’25 release has arrived, bringing transformative updates to public sector workflows, including faster document generation, AI-powered household insights, and smarter grantmaking processes. At Tectonic, we’re passionate about driving digital transformation for our clients. Here’s a deep dive into the key enhancements and how they can elevate your public sector operations. 1. Faster, More Flexible Document Generation OmniStudio Document Generation 2.0 introduces significant improvements in speed and flexibility for public sector workflows. With higher batch limits, support for custom fonts, and a document previewer, teams can generate documents more efficiently and accurately. Whether you’re managing applications, approvals, or citizen communications, this update reduces processing times and enhances overall workflows. This transition also improves performance by moving PDF generation from client-side to server-side, ensuring a seamless upgrade with minimal regression impact. The enhanced functionality makes it easier to handle high-demand periods and large document volumes. Pro Tip: Transition to OmniStudio Document Generation 2.0 before Document Generation 1.0 is retired in July 2025. Use the preview tool to refine templates during peak times. 2. AI-Powered Household Overviews for Caseworkers Salesforce Generative AI introduces a new household overview feature, empowering caseworkers with detailed insights into benefit applicants’ households. This tool streamlines eligibility assessments, enabling faster and more accurate decisions. It even automates energy savings calculations for Clean Energy Programs, aligning citizen support with sustainability goals. By simplifying data collection and decision-making, caseworkers can focus on high-priority cases, ensuring faster and more equitable approvals. Pro Tip: Pair this feature with Energy Cloud insights to enhance decision-making and allocate resources more effectively for citizens in need. 3. Supercharge Grantmaking with Stage Management Stage Management automates key grantmaking tasks, ensuring compliance and improving efficiency. Grant managers can bulk-assign reviews, reducing manual workload and freeing up time for high-priority tasks. This feature provides better control by defining each stage of the grant process, enabling faster and more accurate progress. With automated workflows and robust progress tracking, Stage Management ensures timely execution of grant operations. Pro Tip: Use automated workflows to manage multiple grants simultaneously, ensuring deadlines are met and every stage is completed on time. 4. Empower Employees with Personalized Care Plans Spring ’25 introduces personalized care plans, a game-changer for public sector organizations. These plans allow agencies to create and assign tailored growth and well-being strategies for employees. By setting customizable goals and aligning benefits with individual needs, organizations can foster a supportive work environment that drives employee engagement and retention. This targeted approach enhances morale and supports professional development, making it invaluable for workforce motivation and talent retention. Pro Tip: Use personalized care plans during onboarding to set new hires up for success or integrate them into professional development initiatives for ongoing growth and engagement. 5. Unified Voice Routing for Seamless Citizen Interaction (Beta) Unified Voice Routing consolidates communication channels in Salesforce, streamlining citizen interactions. By routing voice calls based on skills or specific representatives, public sector teams can reduce wait times and deliver more effective service. This feature also introduces a new Reassign button, enabling teams to transfer work between queues, service reps, AI agents, skills, or Omni-Channel flows. Reassigned tasks are automatically routed to the correct destination. Pro Tip: Combine Unified Voice Routing with Amazon Connect to route calls to the most qualified representatives, ensuring quick and effective resolutions. Conclusion The Salesforce Spring ’25 updates are a game-changer for public sector organizations, enabling teams to deliver faster, more efficient, and more impactful services. From AI-powered household insights to smarter grantmaking and seamless communication, these tools empower organizations to better serve their communities. At Tectonic, we’re excited to help you leverage these updates to optimize your operations and make a greater impact in your community. Want to learn more about how these tools can transform your workflows? Contact us today, and let’s explore the possibilities together! Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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Native Salesforce App to Simplify Event Management

Native Salesforce App to Simplify Event Management

Why a Native Salesforce App Changes Everything Streamlined Event Operations Blackthorn.io’s platform eliminates the need for external integrations by operating entirely within Salesforce. This means event data—registrations, payments, and attendee interactions—is instantly accessible and linked to existing CRM records in real-time. Case in Point: USC Marshall School of Business Facing inefficiencies in manual data entry and registration processes, USC Marshall School adopted Blackthorn.io’s solution. They leveraged branded event pages, automated attendee check-ins, and simplified scaling for admissions events. The Salesforce-native architecture streamlined data analysis, ensuring a single source of truth and improving follow-ups with prospective students. Harnessing Salesforce Data for Personalization Blackthorn.io’s platform empowers organizations to personalize event experiences using CRM data. For example: Traditional event tech systems only pull basic fields into Salesforce. In contrast, Blackthorn.io leverages all standard and custom Salesforce fields, enabling planners to design deeply personalized event experiences. Addressing Integration Challenges Event planners often face inefficiencies caused by integrating third-party platforms with Salesforce, such as data flow disruptions, duplicate management, and delays. Blackthorn.io removes these obstacles by unifying event data with CRM data. This seamless approach enables real-time management of everything from registration to post-event follow-ups, cutting hours of manual work. 🔔🔔  Follow us on LinkedIn  🔔🔔 Applications Across Industries Corporate Events Higher Education Healthcare Nonprofits Associations AI and Automation: Redefining Event Planning Leverage Salesforce AI Blackthorn.io taps into Salesforce’s AI capabilities to deliver advanced insights, such as correlating event attendance with conversion likelihood. This reduces planning time and enhances decision-making. AgentForce AI AgentForce from SalesforceLaunching in 2025, Blackthorn.io’s upcoming AgentForce-based AI will analyze multiple data sources for insights beyond traditional reporting. It will answer questions like, “Which events are most effective for donor acquisition?” Scaling with Personalization Key Features Clients Love The Blackthorn Advantage By operating natively within Salesforce, Blackthorn.io simplifies event management while empowering organizations to deliver personalized, data-driven experiences. Its unified approach to event data eliminates inefficiencies, scales effortlessly, and opens up new opportunities for meaningful engagement across industries. Ready to transform your event management? Discover the power of Blackthorn.io with Tectonic and start planning smarter today. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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AI Agent Rivalry

Generative AI in CX

Generative AI in CX: Opportunities and Challenges Generative AI offers the promise of transformative efficiency and innovation in customer experience (CX). However, businesses face significant hurdles in adopting the technology, including budget constraints, compliance challenges, and internal alignment issues. A Growing Gap Between Innovation and AdoptionCX technology vendors often outpace their customers in releasing advanced features. With generative AI, this gap feels wider than ever. For example, Zendesk’s CX Trends 2025 report revealed that over 25% of surveyed businesses have delayed AI adoption due to budgetary, knowledge, or organizational support barriers. Similarly, an October survey by NTT Data found that more than half of senior IT decision-makers had yet to align generative AI strategies with business goals. While only 39% of respondents reported significant investments in generative AI, most companies remain in early phases, such as pilots and trials. Some businesses, however, have no plans to invest at all. Early Adoption in CXDespite these challenges, early adopters are exploring generative AI applications in customer service and contact centers. AI-powered bots, or “agents,” are proving effective in summarizing answers and improving efficiency. However, deploying these agents requires substantial preparation, such as organizing customer data and defining roles and processes—a significant task for many IT teams. John Seeds, CMO at TTEC Digital, emphasized the importance of using generative AI internally first:“We start by addressing inconsistencies and cleaning up data. Once that’s done, businesses can present it effectively to reduce inbound calls and enhance self-service in contact centers.” Expanding Beyond Customer ServiceGenerative AI is also being embraced by marketing and e-commerce teams. Platforms like Salesforce, Google, and Sitecore have introduced tools that assist with campaign ideation and content creation. While these tools don’t always produce polished outputs, they serve as powerful starting points for creatives. The Generative AI RevolutionAI has been a staple in CX for years, powering analytics, natural language processing, and automation. But the release of OpenAI’s ChatGPT in late 2022 revolutionized the field. John Ball, SVP at ServiceNow, noted:“Generative AI has removed the need for handcrafting every dialogue or intent model. It opens up possibilities for chat and email recommendations without requiring as much manual setup.” Similarly, Salesforce AI executives, including Silvio Savarese, highlighted the technology’s unprecedented adoption:“It was incredible to see how quickly generative AI captured global attention,” Savarese said. Questions of Autonomy and TrustThe rise of AI agents introduces questions about trust and autonomy. Can bots make decisions that keep customers happy? What happens if they make mistakes? As companies explore these possibilities, many are focusing on augmenting human workflows rather than replacing them entirely. For example, Trimedx plans to use ServiceNow’s generative AI to automate report generation for its clinical hardware in hospitals. This application aims to save time while supporting human decision-making. Similarly, Siemens has deployed its own AI “bionic agent” to handle tasks like supply chain management, with generative AI accelerating customization and productivity. Regulatory and Ethical ConsiderationsAs adoption grows, so do concerns around compliance and copyright. The Biden administration’s recent CX-related regulations, including a ban on junk fees, could influence how AI is integrated into business processes. Additionally, initiatives like Adobe’s Content Authenticity Initiative aim to ensure transparency in AI-generated content by providing tools to verify the origins and editing history of digital assets. The Road AheadGenerative AI holds immense potential to transform CX by improving efficiency, reducing costs, and driving innovation. However, businesses must address challenges in data readiness, compliance, and ethical usage to fully realize its benefits. While early adopters are making strides, widespread success will depend on thoughtful implementation and alignment with organizational goals. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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computer hackers in a genai desert

How Hackers Exploit GenAI

Hackers are increasingly leveraging generative AI (GenAI) to execute sophisticated cyberattacks, with real-world incidents highlighting its growing role in cybercrime. In early 2024, fraudsters used a deepfake of a multinational firm’s CFO to trick a finance employee into transferring $25 million—a stark example of how GenAI is reshaping cyber threats. Experts warn this is just the beginning. Here’s how cybercriminals are using GenAI to their advantage: 1. Crafting Advanced Phishing & Social Engineering Attacks GenAI-powered tools like ChatGPT enable hackers to generate professional-grade phishing emails that closely mimic corporate communications. These emails, now nearly flawless in grammar and formatting, are far more convincing to targets. Additionally, GenAI can: 2. Writing & Enhancing Malicious Code Just as developers use GenAI to accelerate coding, cybercriminals use it to: This automation fuels a rise in zero-day attacks, where vulnerabilities are exploited before developers can patch them. 3. Identifying Vulnerabilities at Scale GenAI accelerates the discovery of security weaknesses by: With GenAI, cybercriminals can scale and refine their tactics faster than ever. 4. Automating Target Research & Attack Planning Hackers use GenAI to: While mainstream AI tools have built-in safeguards, threat actors find ways to bypass them, using alternative AI models or dark web resources. 5. Lowering the Barrier to Cybercrime GenAI democratizes cyberattacks by: This increased accessibility means more people—beyond seasoned cybercriminals—can launch effective cyberattacks. The Hidden Risk: AI-Powered Coding in Enterprises The security risk of GenAI isn’t limited to adversarial use. Businesses adopting AI-powered coding tools may unintentionally introduce vulnerabilities into their systems. Joseph Nwankpa, director of cybersecurity initiatives at Miami University’s Farmer School of Business, warns: The Takeaway While GenAI offers groundbreaking advancements, it also amplifies cyber threats. Organizations must remain vigilant—investing in AI security measures, strengthening human oversight, and educating employees to counter AI-powered attacks. The race between AI-driven innovation and cybercrime is just getting started. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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