Salesforce Personalization
The Next Evolution of Customer Engagement
Introducing Salesforce Personalization
Salesforce has unveiled Salesforce Personalization, a groundbreaking AI-driven solution designed to deliver real-time, hyper-personalized experiences across every customer touchpoint. This new offering raises important questions about the future of Marketing Cloud Personalization—how does it compare, and what does it mean for existing users?
✔ What Salesforce Personalization is and how it works
✔ Key differences from Marketing Cloud Personalization
✔ How it integrates with Data Cloud, AI, and Agentforce
✔ What the Winter ‘25 release means for marketers
Key features and components of Salesforce Data Cloud include:
- Data Ingestion and Integration
- Data Organization and Segmentation
- Audience Activation
- Personalization and Targeting
- Privacy and Compliance
- B2B Data Solutions
- Connectivity and Integration
- Customer Insights
Why Salesforce Personalization?
While Marketing Cloud Personalization (formerly Evergage/Interaction Studio) has been a powerful tool for marketers, its setup and maintenance often require technical expertise—from data encryption to complex integrations. This has sometimes made it challenging for marketing teams to fully leverage its capabilities.
Salesforce Personalization changes the game. Built natively on Salesforce’s core platform, it:
✅ Centralizes cross-channel personalization—spanning Marketing, Commerce, Sales, and Service Clouds
✅ Leverages Data Cloud for real-time customer insights, identity resolution, and AI-driven decisions
✅ Reduces manual effort with marketer-friendly automation (point-and-click personalization)
✅ Scales with AI & Agentforce to deliver smarter, autonomous experiences
How Salesforce Personalization Works
1. AI-Driven Decision Engine
Salesforce Personalization uses real-time customer data from Data Cloud to:
- Dynamically recommend products, content, and actions
- Personalize web, email, mobile, and agent interactions
- Optimize experiences with built-in experimentation & attribution
2. Seamless Data Cloud Integration
Powered by Data Cloud’s foundational elements:
✔ Real-time data ingestion – Act on live customer behavior
✔ Identity resolution – Unify customer profiles across touchpoints
✔ Calculated insights – Predict intent and next-best actions
✔ Data graphs – Precompute customer data for faster personalization
3. Omnichannel Personalization
Unlike Marketing Cloud Personalization (focused mainly on web), Salesforce Personalization extends to:
- Commerce Cloud (personalized recommendations, search, category sorting)
- Marketing Cloud Growth/Advanced (dynamic email content, segment-triggered flows)
- Sales & Service Clouds (AI-driven recommendations for agents)
Key Differences: Salesforce vs. Marketing Cloud Personalization
Feature | Salesforce Personalization | Marketing Cloud Personalization |
Platform | Native to Salesforce Core | Acquired (Evergage) |
Data Integration | Built on Data Cloud | Requires manual setup |
Channel Coverage | Omnichannel (Sales, Service, Commerce, Marketing) | Primarily web & email |
AI & Automation | AI-driven, autonomous decisions | Rule-based + limited AI |
Ease of Use | Low-code, marketer-friendly | Technical setup required |
What’s New in Winter ‘25?
The latest release enhances Salesforce Personalization with:
🔹 Native Marketing Cloud Integration – Apply targeting rules in email, journeys, and ads
🔹 Path Experimentation – Test different engagement flows in Marketing Cloud Advanced
🔹 Agentforce Collaboration – AI + human agents deliver seamless personalization
🔹 CMS-Agnostic Flexibility – Works with any content management system
Ideal For:
✔ Businesses using Data Cloud for unified customer profiles
✔ Teams wanting AI-driven, cross-cloud personalization
✔ Marketers seeking low-code automation (without IT dependency)
Stick with Marketing Cloud Personalization If:
✔ You rely on deep web personalization outside Salesforce
✔ Your stack isn’t yet integrated with Data Cloud
The Future of Personalization in Salesforce
Salesforce Personalization represents a major leap forward—bringing AI, automation, and real-time data together to power smarter, scalable customer experiences.
For businesses already on Data Cloud, it’s a no-brainer. For others, the transition will depend on existing tech stacks—but the direction is clear: The future of personalization is unified, intelligent, and autonomous.
Ready to transform your customer engagement?
Explore how Salesforce Personalization can take your marketing, sales, and service to the next level.
