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The Promise of AI in Health Outcomes
16Dec

The Promise of AI in Health Outcomes

As President Biden has highlighted, artificial intelligence (AI) holds tremendous promise and potential peril. This is especially true in healthcare. On October 30, the President underscored his commitment by signing a landmark Executive Order aimed at governing AI development and use to improve health outcomes for Americans while safeguarding their security and privacy. The Biden-Harris Administration is leveraging every tool at its disposal to advance responsible AI in healthcare. However, U.S. government action alone cannot achieve the bold vision laid out by the President. By integrating AI into their platform, Salesforce aims to empower public health organizations with actionable insights and predictive analytics. From disease surveillance to population health management, AI-driven solutions have the potential to revolutionize how we approach public health initiatives. Therefore, policy priorities include managing and measuring the environmental impacts of AI by requiring emissions disclosures, adding environmental impact as a risk factor, and establishing efficiency standards for high-risk AI systems. In response to the Administration’s leadership, leading healthcare providers and payers have announced voluntary commitments to the safe, secure, and trustworthy use of AI in healthcare. These commitments build on ongoing efforts by the Department of Health and Human Services (HHS), the AI Executive Order, and earlier commitments from 15 leading AI companies to develop models responsibly. Today, 28 providers and payers have joined these commitments, including Allina Health, Bassett Healthcare Network, Boston Children’s Hospital, Curai Health, CVS Health, Devoted Health, Duke Health, Emory Healthcare, Endeavor Health, Fairview Health Systems, Geisinger, Hackensack Meridian, HealthFirst (Florida), Houston Methodist, John Muir Health, Keck Medicine, Main Line Health, Mass General Brigham, Medical University of South Carolina Health, Oscar, OSF HealthCare, Premera Blue Cross, Rush University System for Health, Sanford Health, Tufts Medicine, UC San Diego Health, UC Davis Health, and WellSpan Health. The commitments align with the “FAVES” principles—Fair, Appropriate, Valid, Effective, and Safe. Under these principles, companies commit to informing users when they receive content that is largely AI-generated and not reviewed by humans. They will adhere to a risk management framework to monitor and address potential harms of AI applications. Additionally, they pledge to develop AI solutions responsibly, advancing health equity, expanding access to care, making care affordable, improving care coordination, reducing clinician burnout, and enhancing patient experiences. Healthcare is an essential service, and quality care can be a matter of life and death. AI-enabled tools used for clinical decisions must undergo appropriate testing, risk mitigations, and human oversight to avoid costly or dangerous errors. AI diagnoses can be biased if not trained on diverse data, and AI’s data-collection capabilities could create privacy risks. Addressing these risks is crucial. Despite these risks, AI holds enormous potential to benefit patients, doctors, and hospital staff. AI can help doctors deliver higher-quality, more empathetic care and cut healthcare costs by hundreds of billions of dollars annually. It can also help patients make more informed health choices by better understanding their conditions and needs. Consider some examples: Each year, hospitals produce 3.6 billion medical images worldwide. AI helps doctors analyze images more quickly and effectively, detecting signs of breast cancer, lung nodules, and other conditions earlier than ever before. AI is also streamlining drug development, matching drug targets with new molecules faster and cheaper, translating to better care for patients. Additionally, new generative AI applications can alleviate clinician burnout by automating data extraction, form population, note recording, and patient communications. The Promise of AI in Health Outcomes To understand AI applications and the necessary risk-mitigation measures, the Biden-Harris Administration has engaged with healthcare providers, payers, academia, civil society, and other stakeholders. These engagements have informed the Administration’s approach, including the President’s October AI Executive Order, which tasks HHS with a wide range of actions to advance safe, secure, and trustworthy AI. These actions include developing frameworks, policies, and potential regulations for responsible AI deployment, documenting AI-related safety incidents, prioritizing grants for innovation in underserved communities, and ensuring compliance with nondiscrimination laws in AI deployment in healthcare. The private-sector commitments announced today are a critical step in our whole-of-society effort to advance AI for the health and well-being of Americans. These 28 providers and payers have stepped up, and we hope more will join these commitments in the coming weeks. The Promise of AI in Health Outcomes has been addressed by governments everywhere. In March 2024, Salesforce strengthened its AI commitment to healthcare. Salesforce’s Einstein 1 Platform powers Einstein Copilot with your healthcare organization’s unique data and metadata from Data Cloud to capture and summarize patient details, quickly update patient and member information, and automate manual processes Assessment Generation digitizes paper assessments and surveys to capture and track patient data Customers like Baptist Health South Florida and HarmonyCares are using Salesforce to personalize patient interactions and create a single, unified view of each patient Today, Salesforce announced AI and data innovations for CRM to help make healthcare operations more efficient and personalized. Einstein Copilot: Health Actions, a conversational AI assistant that will deliver trusted AI responses grounded with your healthcare organization’s own trusted and private data, Assessment Generation, and Data Cloud for Health help automate and streamline clinical summaries, deliver more personalized communication, and help compile tailored patient assessments faster for care teams, all from a single platform. These new innovations are powered by Salesforce’s Einstein 1 Platform, which helps organizations safely unlock their data to create better patient experiences and augment employee productivity. Why it matters: Nearly a quarter of U.S. healthcare spending is wasted on administrative costs, presenting a potential cost savings of up to $320 billion for healthcare organizations, according to McKinsey and Co. AI could be the solution, with recent Forrester data revealing that 82% of healthcare data leaders say AI is a top focus area that will drive operational efficiency.  Content updated April 2024. 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 Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business

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December 16, 2023in Generative AI, Salesforce Einstein
Copy Images to Salesforce CMS Workspace
11Dec

Copy Images to Salesforce CMS Workspace

To Copy Images to Salesforce CMS Workspace you have several options. Transferring Images to Salesforce CMS Transfer your images to a Salesforce CMS workspace where they can be accessed for future marketing initiatives, such as creating an email campaign. This feature is available for Marketing Cloud Account Engagement Growth edition with Data Cloud enabled. To enable marketers to use their Account Engagement image files for future campaigns, allow the copying of images to a CMS Marketing workspace in Salesforce. Adding Images from Salesforce CMS to Your LWR Site You can add images from Salesforce CMS directly to your site page or to components populated with CMS content. In Experience Builder, you can update images attached to CMS content without altering the image in the Salesforce CMS workspace. To create dynamic content displays, nest content components within layout components on your LWR site, leveraging data binding. Creating and Cloning Content Content created in a CMS workspace is specific to that workspace and is generated in the default language. The process for adding content to a CMS workspace differs from adding content to an enhanced CMS workspace. Enhanced CMS workspaces allow you to clone content and create variants. Adding Content to a CMS Workspace: Adding Content to an Enhanced CMS Workspace: Note: When linking to external URLs, ensure your org supports the domain by reviewing the Content Security Policy (CSP) settings in Setup and adding the domain to your trusted URL list. Managing and Updating Image References When you update images in Salesforce CMS, all content referencing those images is updated as well. For example, changing an image in a published news piece will automatically update the image for your readers. Here’s how to manage image references: Salesforce CMS Media Content ID (MCID) The Media Content ID (MCID) is a unique identifier for images in Salesforce CMS. It can be found in: By leveraging Salesforce CMS, you can streamline the management and delivery of your marketing content, ensuring a consistent and efficient workflow for all your digital initiatives. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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December 11, 2023in Salesforce
Salesforce Shield Data Monitoring and Encryption
29Nov

Salesforce Shield Encryption

Salesforce Uses a symmetric encryption key to encrypt the customer data that it stores. (The symmetric encryption used isAES with 256-bit keys using CBC mode, PKCS5 padding, and random initialization vector (IV).) Salesforce Shield Encryption works in this way. 1) There are three channels to enter data into Salesforce.com. One: user via desktop using a browser, two: users via mobile device or three: a system making an API call directly into Salesforce. 2) The Application servers in the salesforce data centers serve as a gateway to intercepting requests coming in determining which data elements should be encrypted or decrypted and then applying the appropriate encryption credentials. The Data Encryption Key (which is also the decryption key) is never transmitted or even written to disk (persisted). 3) It is created/derived in the Salesforce Platform and never leaves. It is created in a component of the platform called the Key Derivation Server. The Encryption key is derived/created from a combination of a Salesforce component and customer/tenant specific component. These are called secrets. Sometimes they are also referred to as key fragments. 4) The Encryption key in Salesforce Shield Encryption is generated from the master secret (Salesforce component) and the tenant secret (customer component) using PBKDF2 (Password-Based Key Derivation Function 2). 5) The Derived data encryption key is then securely passed to the encryption service and held in the cache of an application server. – Salesforce Retrieve The Data Encryption Key from the cache and performs the encryption. – To decrypt the data Salesforce Reads the encrypted data from the database and if the encryption (decryption) key is not in the cache then it needs to derive it again using the associated tenant secret, and then it decrypts using the key and the associated iv. Like1 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 29, 2023in Data, Salesforce, Salesforce Managed Services, Salesforce Shield
Tableau Pulse
21Nov

Effectively Using Tableau Pulse

Here are several tips to guide you in effectively using Tableau Pulse: Begin with essential metrics, allowing users to adapt to Pulse gradually before introducing more features. Like1 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 21, 2023in Salesforce, Salesforce Tableau
Transforming Healthcare with Salesforce CRM For healthcare providers, adopting a CRM platform like Salesforce Health Cloud is invaluable for managing vast amounts of patient data effectively. Health Cloud empowers healthcare professionals to create personalized, one-to-one patient journeys, enabling a deep understanding of each patient’s needs, medical history, and preferences. This approach not only fosters a patient-friendly experience but also builds a strong rapport, ensuring that patients feel valued and understood. Health Cloud also facilitates seamless collaboration among healthcare providers across different departments. When patients require support from multiple professionals, the platform ensures coordinated, comprehensive care that considers their complete medical history. This collaborative approach strengthens patient trust and streamlines operations, demonstrating a provider’s commitment to patient-centered care. As healthcare organizations strive to meet rising patient expectations, Salesforce is at the forefront of driving transformative changes. Leveraging Salesforce cloud solutions allows providers to manage patient data efficiently, deliver higher-quality care, and turn industry challenges into opportunities for improvement. Salesforce CRM has significantly boosted patient engagement and satisfaction within the healthcare sector. By automating repetitive, manual tasks, Salesforce CRM enables healthcare professionals to devote more time to patient care. Tools like Patient Management Software
09Nov

Salesforce for Healthcare Explained

Transforming Healthcare with Salesforce CRM For healthcare providers, adopting a CRM platform like Salesforce Health Cloud is invaluable for managing vast amounts of patient data effectively. Health Cloud empowers healthcare professionals to create personalized, one-to-one patient journeys, enabling a deep understanding of each patient’s needs, medical history, and preferences. This approach not only fosters a patient-friendly experience but also builds a strong rapport, ensuring that patients feel valued and understood. Health Cloud also facilitates seamless collaboration among healthcare providers across different departments. When patients require support from multiple professionals, the platform ensures coordinated, comprehensive care that considers their complete medical history. This collaborative approach strengthens patient trust and streamlines operations, demonstrating a provider’s commitment to patient-centered care. As healthcare organizations strive to meet rising patient expectations, Salesforce is at the forefront of driving transformative changes. Leveraging Salesforce cloud solutions allows providers to manage patient data efficiently, deliver higher-quality care, and turn industry challenges into opportunities for improvement. Salesforce CRM has significantly boosted patient engagement and satisfaction within the healthcare sector. By automating repetitive, manual tasks, Salesforce CRM enables healthcare professionals to devote more time to patient care. Tools like Patient Management Software foster innovation and address the evolving needs of healthcare. Organizations using Salesforce CRM can build stronger connections with patients, delivering personalized healthcare experiences that drive engagement. Leading healthcare companies, including Amgen Inc. and Aetna Inc., use Salesforce CRM to enhance patient interactions and improve healthcare delivery. Customizing Salesforce CRM provides access to detailed, up-to-date information on healthcare professionals, allowing organizations to target sales campaigns effectively and build relationships with key decision-makers in the industry. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 9, 2023in Data, Life Sciences Cloud, Salesforce, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud
Government-Citizen Communication
05Nov

Government-Citizen Communication

Engaging Citizens and Influencing Behavior: A Public Sector Strategy Engaging citizens and influencing their behavior to achieve mission-critical outcomes follows a model similar to the traditional marketing funnel used in the private sector. By adapting this approach, government communicators can drive tangible results that contribute to the overall well-being of society. Government-Citizen Communication. Public Sector Communication Objectives: In today’s digital age, citizens expect timely, personalized communication. To meet this demand, government agencies must deliver the right message through the right channels at the right time. A failure to do so risks reduced engagement, which can negatively affect the success of public programs. Expanding Audience Reach To maximize citizen engagement, it’s crucial to focus on reaching a broader audience rather than narrowing it. A key question for communicators and their teams to ask is: “How broad is our audience?” This is an essential aspect of the funnel that ensures wider reach and greater impact. Communication Methods Public sector communication often utilizes a mix of channels, including radio, newspapers, television, and social media, to connect with the public. Collaboration is vital in this sector, requiring effective communication tools to coordinate across teams, departments, and agencies. As technology evolves, new tools are enhancing how public servants communicate and collaborate. Technology-Driven Collaboration Tools Several communication and collaboration tools are reshaping how the public sector operates: Best Practices for Government-Citizen Communication To foster effective engagement, government agencies should implement the following best practices: Secure, Customizable Citizen Communication Solutions Governments can benefit from a secure, open-source communication tool tailored to public sector needs. Such solutions ensure compliance with data protection laws and foster trust between citizens and government institutions, enhancing public service delivery and digital engagement. Tectonic’s Conclusion For optimal citizen engagement, government communicators must focus on expanding their audience reach and utilizing advanced communication tools. In doing so, they can enhance collaboration, drive citizen involvement, and ensure the success of critical public programs. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 5, 2023in Data, Google, Laws, Public Sector Solutions, Technology
Improve Customer Experience
18Oct

Shifting Trends in Customer Experience

Shifting Trends in Customer Experience Technology Amid Economic Challenges The customer experience technology market has expanded significantly over the past decade. However, the current economic climate is causing a slowdown in sales for this previously unstoppable industry. This shift reflects changes in how decision-makers approach purchasing customer experience software today. The Rise and Current State of CCaaS In recent years, there has been a surge in the adoption of CCaaS (Contact Center as a Service) within the customer experience technology stack. CCaaS is a cloud-based customer service solution that allows companies to operate a contact center without maintaining physical infrastructure or extensive on-premises equipment. Many leaders in CCaaS companies describe their current sales cycles as “weird,” indicating that inflation and global economic instability have finally impacted customer experience technology. Challenges in the Sales Process Brian Millham, Salesforce’s Chief Operating Officer, noted that Salesforce is experiencing “elongated deal cycles, deal compression, and high levels of budget scrutiny.” This means that getting a B2B sales prospect to say “yes” takes longer, clients are paying less, and more people are involved in the decision-making process, causing further delays. This results in frustration for software sales teams, uncertainty for marketing budgets, and broader impacts on related industries. Impact on Other SaaS Providers Workday, a SaaS application business, has lowered its revenue forecasts for the year, citing that larger customers are taking longer to finalize deals in a wavering economy. CEO Carl Eschenbach highlighted that although win rates remain strong, there is increased deal scrutiny compared to previous quarters. This sentiment is echoed across vendors selling customer experience or employee experience software. Marketing Budget Constraints Marketing leaders at customer experience software companies have described the current situation as a “tin-can” scenario when looking for marketing budgets. Despite many companies claiming that their customers are their top priority, economic anxiety leads to cuts in customer experience technology investments. Leaders are questioning the critical need for such technology, and many industries are answering with caution, reflecting a shift in technology purchasing decisions. The Role of AI in Customer Experience There were high expectations for new AI additions to software products, but the results have been mixed. Cosimo Spera, founder of Minerva CQ, noted that many companies testing AI solutions to improve customer experience have reported slow adoption by agents, resulting in increased agent handling time and costs without significant improvements in customer satisfaction or net promoter scores. Joe Fernandez, who founded Klout and is now building AllUp, remarked that companies are in a “wait and see” mode regarding AI, preferring to see stable outcomes before investing heavily in new products. Customer Experience Declines A recent WSJ article reported that customer experience in the U.S. has declined for the third year in a row, based on a Forrester report analyzing consumer perceptions. Consumers are skeptical, feeling that higher prices are not yielding better experiences. This global trend impacts various industries, underscoring the interconnected nature of today’s economy. Rethinking Contact Center Strategies Contact center consultant Michele Crocker, who has nearly 30 years of industry experience, advises companies to rethink their contact center operations rather than making sweeping cuts. She suggests optimizing organizational design and staffing, eliminating unnecessary recurring subscriptions, renegotiating vendor prices, auditing IT expenses, and considering more shared services. Crocker emphasizes the need for a leadership talent assessment to ensure the right leaders are in place to implement strategic growth agendas. She also highlights the potential savings in software costs through renegotiations and the importance of closely monitoring software licenses to avoid waste. A Contrarian Approach In times of economic downturn, a contrarian approach might be beneficial. Despite the slowdown in B2B spending, doubling down on customer experience initiatives could yield significant long-term benefits. Superior customer experiences lead to higher retention rates, increased word-of-mouth referrals, and greater customer loyalty. As many companies cut back on customer experience programs, those that maintain or enhance their efforts will be well-positioned to excel once the economy stabilizes. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 18, 2023in Technology
Salesforce Flow
17Oct

Salesforce Flow

Salesforce Flow is a tool designed to automate complex business processes by collecting and manipulating data. Flow Builder, the declarative interface for creating flows, allows users to construct logic similar to coding without requiring programming expertise. When customers engage with a company—whether purchasing tickets, managing bills, or arranging reservations—they anticipate a seamless, personalized experience. Flow Builder empowers users to automate processes across Salesforce applications, experiences, and portals with intuitive, point-and-click functionality. Types of Flows in Salesforce include: Advantages of Salesforce Flow: Difference between Flow and Workflow in Salesforce: Flow offers more versatility than workflow rules and process builders. While workflows operate in the background, flows can guide users through processes with interactive screens and are not limited to specific objects. Flows have the capability to create, update, and delete records across multiple objects. Here’s a structured approach to effectively leverage Flow Builder: Flow Builder equips users with robust tools for automating Salesforce processes while adhering to best practices. By following these guidelines, users can develop efficient, tailored flows that align with specific business requirements. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 17, 2023in Salesforce
AI Transparency
13Oct

AI Transparency Explained

Understanding AI Transparency AI transparency is about making the inner workings of an AI model clear and understandable, allowing us to see how it arrives at its decisions. It involves a variety of tools and practices that help us comprehend the model, the data it’s trained on, how errors and biases are identified and categorized, and how these issues are communicated to developers and users. As AI models have become more advanced, the importance of transparency has grown. A significant concern is that more powerful models are often more opaque, leading to the so-called “black box” problem. “Humans naturally struggle to trust something they can’t understand,” said Donncha Carroll, partner and chief data scientist at Lotis Blue Consulting. “AI hasn’t always proven itself to be unbiased, which makes transparency even more critical.” Defining AI Transparency AI transparency is essential for building trust, as it allows users to understand how decisions are made by AI systems. Since AI models are trained on data that can carry biases or risks, transparency is crucial for gaining the trust of users and those affected by AI decisions. “AI transparency is about clearly explaining the reasoning behind the output, making the decision-making process accessible and comprehensible,” said Adnan Masood, chief AI architect at UST. “It’s about demystifying AI and providing insight into its decision-making process.” Transparency is becoming increasingly vital due to its role in fostering trust, enabling auditability, ensuring compliance, and helping to identify and address potential biases. Without it, AI systems risk perpetuating harmful biases, making opaque decisions, or causing unintended consequences in high-risk scenarios, Masood added. Explainability and Interpretability in AI Transparency AI transparency is closely related to concepts like explainability and interpretability, though they are distinct. Transparency ensures that stakeholders can understand how an AI system operates, including its decision-making and data processing. This clarity is essential for building trust, especially in high-stakes applications. Explainability, on the other hand, provides understandable reasons for AI’s decisions, while interpretability refers to how predictable a model’s outputs are based on its inputs. While both are crucial for achieving transparency, they don’t fully encompass it. Transparency also involves openness about how data is handled, the model’s limitations, potential biases, and the context of its usage. Ilana Golbin Blumenfeld, responsible AI lead at PwC, emphasized that transparency in process, data, and system design complements interpretability and explainability. Process transparency involves documenting and logging key decisions during system development and implementation, while data and system transparency involves informing users that an AI or automated system will use their data, and when they are interacting with AI, like in the case of chatbots. The Need for AI Transparency AI transparency is crucial for fostering trust between AI systems and users. Manojkumar Parmar, CEO and CTO at AIShield, highlighted the top benefits of AI transparency: Challenges of the Black Box Problem AI models are often evaluated based on their accuracy—how often they produce correct results. However, even highly accurate models can be problematic if their decision-making processes are opaque. As AI’s accuracy increases, its transparency often decreases, making it harder for humans to trust its outcomes. In the early days of AI, the black box problem was somewhat acceptable, but it has become a significant issue as algorithmic biases have been identified. For example, AI models used in hiring or lending have been found to perpetuate biases based on race or gender due to biased training data. Even highly accurate models can make dangerous mistakes, such as misclassifying a stop sign as a speed limit sign. These errors highlight the importance of understanding how AI reaches its conclusions, especially in critical applications like healthcare, where a misdiagnosis could be life-threatening. Transparency in AI makes it a better partner for human decision-making. In regulated industries, like banking, explainability is often a legal requirement before AI models can be deployed. Similarly, regulations like GDPR give individuals the right to understand how decisions involving their private data are made by AI systems. Weaknesses of AI Transparency While AI transparency offers many benefits, it also presents challenges: As AI models continuously evolve, they must be monitored and evaluated to maintain transparency and ensure they remain trustworthy and aligned with their intended outcomes. Balancing AI Transparency and Complexity Achieving AI transparency requires a balance between different organizational needs. When implementing AI, organizations should consider the following factors: Best Practices for Implementing AI Transparency Achieving AI transparency requires continuous collaboration and learning within an organization. Leaders and employees must clearly understand the system’s requirements from a business, user, and technical perspective. Blumenfeld suggests that providing AI literacy training can help employees contribute to identifying flawed responses or behaviors in AI systems. Masood recommends prioritizing transparency from the beginning of AI projects. This involves creating datasheets for datasets, model cards for models, rigorous auditing, and ongoing analysis of potential harm. Key Use Cases for AI Transparency AI transparency has many facets, and teams should address each potential issue that could hinder transparency. Parmar suggests focusing on the following use cases: The Future of AI Transparency AI transparency is an evolving field as the industry continually uncovers new challenges and develops better processes to address them. “As AI adoption and innovation continue to grow, we’ll see greater AI transparency, especially in the enterprise,” Blumenfeld predicted. However, approaches to transparency will vary based on the needs of different industries and organizations. Carroll anticipates that AI transparency efforts will also be shaped by factors like insurance premiums, particularly in areas where AI risks are significant. These efforts will be influenced by an organization’s overall system risk and evidence of best practices in model deployment. Masood believes that regulatory frameworks, like the EU AI Act, will play a key role in driving AI transparency. This shift toward greater transparency is crucial for building trust, ensuring accountability, and responsibly deploying AI systems. “The journey toward full AI transparency is challenging, with its share of obstacles,” Masood said. “But through collective efforts from practitioners, researchers, policymakers, and society, I’m optimistic that

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October 13, 2023in Salesforce
Salesforce Sales Enablement
13Oct

Sales Enablement from Salesforce

Sales enablement from Salesforce encompasses the utilization of content, coaching, training, and technology. By bringing it all together to facilitate the onboarding of sales representatives, enhance their skills, and optimize their selling capabilities.  The responsibility is on sales leaders to establish impactful enablement strategies that directly contribute to revenue goals and to demonstrate their effectiveness. In a business world where sales is increasingly complex, sales enablement proves indispensable in assisting sellers in overcoming key challenges inherent in their roles, such as the need to be subject matter experts, adapting to virtual selling in a hybrid environment, and navigating economic uncertainties. For effective sales enablement, companies must initiate the process by pinpointing a specific and measurable revenue goal, subsequently crafting custom training programs that propel sales reps towards achievement. The journey involves meticulous monitoring of progress as sellers modify their behavior, necessitating adaptability and continuous learning to streamline their path toward efficient growth. This demands the selection of a well-defined enablement goal, articulating the requisite behavioral changes, molding the desired behavior through targeted training initiatives, and vigilantly monitoring advancements. Ultimately, sales enablement must adopt a personalized approach, focusing on empowering sellers with the skills and tools essential for transforming them into adept closers. Before you get started with Sales Enablement from Salesforce, make sure that you understand the responsibilities required to build Enablement programs in Salesforce. Identify colleagues who can take on the responsibilities of managing, assigning, and analyzing Enablement programs. Doing so also helps your Salesforce admin assign permissions so that the appropriate team members can access necessary features. Discover more about Salesforce’s sales enablement tools by reaching out to Tectonic. Contact us today. Like1 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 13, 2023in Data, Salesforce, Salesforce Implementation Services, Salesforce Sales Cloud, Technology
Salesforce CPQ
10Oct

Choosing a New Salesforce for Outlook Solution

6 Tips for Choosing a New Salesforce for Outlook Solution as an Email Tool: As you gear up for the transition, consider the following insights when selecting a replacement for Salesforce for Outlook: As you evaluate New Salesforce for Outlook Solutions, reach out to Tectonic for assistance in selecting the right solution for your organization. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 10, 2023in Salesforce, Salesforce Implementation Services, Salesforce Managed Services
The State of Loyalty
10Oct

The State of Loyalty

You’ve likely seen the headlines proclaiming “Loyalty is dead,” reflecting declining customer and brand loyalty, exacerbated by post-pandemic shifts and uninspiring loyalty programs. As of 2022, active participation in loyalty programs has dropped, indicating a disconnect between consumer expectations and program offerings. The State of Loyalty. The issue lies with outdated and repetitive loyalty programs that fail to evolve with consumer needs. Many programs offer little beyond basic incentives like points or discounts, which no longer suffice in a saturated market where every brand seems to offer a similar scheme. Modern consumers demand mutual loyalty: personalized interactions, anticipation of needs, and alignment with personal values. To meet these expectations, companies are redefining loyalty success. A significant 82% plan to increase investment in loyalty programs, focusing on deeper connections that foster lasting customer loyalty. Redefining Loyalty: Permanence: Brands strive to maintain a permanent position in consumers’ minds, becoming their default choice in a competitive landscape. Forgiveness: Strong existing trust allows brands to recover from mistakes without losing loyal customers. Championship: Beyond advocacy, customers champion brands by recommending them to their closest networks, cementing their personal reputation with the brand’s reliability. Loyalty Model Options: Four baseline models—Transactional, Experiential, Experience-led, and Perpetual—guide loyalty strategies, each offering unique outcomes based on customer engagement and program design. Transactional Loyalty: Rewards based on purchases, enhancing customer lifetime value, purchase frequency, and brand preference. Experiential Loyalty: Emotional connections through personalized experiences, enhancing spending and earned media ROI. Experience-led Loyalty: Anticipating customer needs through enhanced interactions across the customer journey, fostering efficiency and scalability. Perpetual Loyalty: Seamless integration into daily life, aligning brand purpose with customer values, and overcoming operational challenges through targeted design and personalization. Operational Considerations: Successful loyalty strategies require alignment across vision, investment, and operational capabilities, spanning experience, data, technology, organization, process, and monetization. Key Recommendations: Conclusion: Building a successful loyalty strategy requires a comprehensive understanding of customer dynamics and a commitment to adaptability. Beyond mere programs or platforms, true loyalty inspires enduring customer actions—commitment, advocacy, and forgiveness—that reflect a brand’s ability to co-create value with its customers. Explore diverse loyalty models to meet these evolving consumer demands and secure lasting brand loyalty in today’s dynamic market. Content updated March 2024. 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 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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October 10, 2023in Salesforce Optimization, Salesforce Sales Cloud
Salesforce
06Oct

Salesforce Integrations for Sales Users

Salesforce integration offers compatibility with a wide array of business tools, and this insight article from Tectonic zeroes in on the most advantageous integrations tailored for your sales teams. Salesforce Integrations for Sales Users encompass various areas from contract management tools to lead enrichment and marketing automation platforms, the focus is on enhancing the efficiency of your sales operations. Understanding Salesforce Integrations A Salesforce integration is a mechanism linking the CRM with one or more business tools, facilitating seamless data transfer and automation of repetitive administrative tasks. With over 2,500 integrations, Salesforce is one of the most connected and flexible CRMs on the market. Let’s dive into the top Salesforce integrations for sales teams in 2024. Best Salesforce Integrations for Sales Teams 1. Slack – Streamlined Internal Communication Owned by Salesforce, Slack integration ensures smooth communication by facilitating easy sharing and querying of records between the two platforms. This integration promotes real-time updates, fostering improved collaboration, quicker decision-making, and enhanced productivity. Slack and Salesforce integrations are easy to set up and Tectonic can help. User Reviews: 2. Salesloft – Elevating Sales Engagement Salesloft complements Salesforce by focusing on customer engagement. This integration allows the import of contacts from Salesforce into Salesloft, enabling seamless communication with prospects. Recorded communication details are then synchronized back into Salesforce, offering visibility into deal progression and prospect engagement. User Reviews: 3. Chili Piper – Simplified Scheduling Chili Piper’s integration with Salesforce streamlines appointment scheduling by enabling one-click meeting scheduling within Salesforce. Every booked meeting is automatically logged and tracked as an event in Salesforce, contributing to improved data accuracy and efficient scheduling. All interactions with leads are added to engagement activity in their Salesforce record. User Reviews: 4. Juro – Accelerating Contract Management Juro’s all-in-one contract management platform integrates seamlessly with Salesforce, enabling sales reps to generate sales agreements effortlessly. The integration facilitates real-time syncing of data between the two platforms, allowing for swift contract drafting, negotiation, and management. Key Benefit: 5. LinkedIn Sales Solutions – Incorporate LinkedIn profiles to Salesforce records LinkedIn Sales Solutions embeds LinkedIn profiles with the CRM providing timely insights on buyers and companies. Data Validation flags out-of-date contacts. Key Benefit: 6. Lead Capture in Sales Cloud – Collect leads from Facebook and Google directly into Sales Cloud This application enables marketers to collect lead data from two primary external platform ad forms and share them with sales teams. Key Benefit: Salesforce Integrations for Sales Users These Salesforce integrations are tailored to augment the capabilities of sales teams, ranging from internal communication to contract management, ultimately fostering efficiency and productivity. If you are looking at tools to integrate with Salesforce for your teams, contact Tectonic for Salesforce implementation assistance. Like1 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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October 6, 2023in Data, Google, Marketing Automation, Salesforce, Salesforce Managed Services, Salesforce Sales Cloud, Salesforce Slack
AI Project Planning by Workflows
22Sep

AI Project Planning by Workflows

Starting with Workflows-AI Project Planning by Workflows Step 1: Identify Key Business Processes Begin by listing out the most critical and repetitive processes in the business. This includes: Step 2: Pinpoint AI Integration Opportunities Break down each business process to identify specific decision points where AI can add value. Examples include: Step 3: Determine Relevant Data Sources Next, brainstorm the types of data that could help solve these problems. Organize potential data sources by factors such as: Step 4: Evaluate Data Viability Once you’ve matched problems with potential data sources, assess the practicality of using that data. Investigate the quality, accessibility, and relevance of the data to ensure it aligns with the business use case. AI Project Planning by Workflows. 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 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

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September 22, 2023in Data

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