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AI’s Impact on Future Information Ecosystems

AI’s Impact on Future Information Ecosystems The proliferation of generative AI technology has ignited a renewed focus within the media industry on how to strategically adapt to its capabilities. Media professionals are now confronted with crucial questions: What are the most effective ways to leverage this technology for efficiency in news production and to enhance audience experiences? Conversely, what threats do these technological advancements pose? Is legacy media on the brink of yet another wave of disintermediation from its audiences? Additionally, how does the evolution of technology impact journalism ethics? AI’s Impact on Future Information Ecosystems. In response to these challenges, the Open Society Foundations (OSF) launched the AI in Journalism Futures project earlier this year. The first phase of this ambitious initiative involved an open call for participants to develop future-oriented scenarios that explore the potential driving forces and implications of AI within the broader media ecosystem. The project sought to answer questions about what might transpire among various stakeholders in 5, 10, or 15 years. As highlighted by Nick Diakopoulos, scenarios are a valuable method for capturing a diverse range of perspectives on complex issues. While predicting the future is not the goal, understanding a variety of plausible alternatives can significantly inform current strategic thinking. Ultimately, more than 800 individuals from approximately 70 countries contributed short scenarios for analysis. The AI in Journalism Futures project subsequently utilized these scenarios as a foundation for a workshop, which refined the ideas outlined in their report. Diakopoulos emphasizes the importance of examining this broad set of initial scenarios, which OSF graciously provided in anonymized form. This analysis specifically explores (1) the various types of impacts identified within the scenarios, (2) the associated timeframes for these impacts—whether they are short, medium, or long-term, and (3) the global differences in focus across regions, highlighting how different parts of the world emphasized distinct types of impacts. While many additional questions could be explored regarding this data—such as the drivers of impacts, final outcomes, severity, stakeholders involved, or technical capabilities emphasized—this analysis focuses primarily on impacts. Refining the Data The initial pool of 872 scenarios underwent a rigorous process of cleaning, filtering, transformation, and verification before analysis. Firstly, scenarios shorter than 50 words were excluded from consideration, resulting in 852 scenarios for analysis. Additionally, 14 scenarios that were not written in English were translated using Google Sheets. To enable geographic and temporal analysis, the country of origin for each scenario writer was mapped to their respective continents, and the free-text “timeframe” field was converted into numerical representations of years. Next, impacts were extracted from each scenario using an LLM (GPT-4 in this case). The prompts for the LLM were refined through iteration, with a clear definition established for what constitutes an “impact.” Diakopoulos defined an impact as “a significant effect, consequence, or outcome that an action, event, or other factor has in the scenario.” This definition encompasses not only the ultimate state of a scenario but also intermediate outcomes. The LLM was instructed to extract distinct impacts, with each impact represented by a one-sentence description and a short label. For instance, one impact could be described as, “The proliferation of flawed AI systems leads to a compromised information ecosystem, causing a general doubt in the reliability of all information,” labeled as “Compromised Information Ecosystem.” To ensure the accuracy of this extraction process, a random sample of five scenarios was manually reviewed to validate the extracted impacts against the established definition. All extracted impacts passed the checks, leading to confidence in scaling the analysis across the entire dataset. This process resulted in the identification of 3,445 impacts from the 852 scenarios. AI’s Impact on Future Information Ecosystems A typology of impact types was developed based on the 3,445 impact descriptions, utilizing a novel method for qualitative thematic analysis from a Stanford University study. This approach clusters input texts, synthesizes concepts that reflect abstract connections, and produces scoring definitions to assess the relevance of each original text. For example, a concept like “AI Personalization” might be defined by the question, “Does the text discuss how AI personalizes content or enhances user engagement?” Each impact description was then scored against these concepts to tabulate occurrence frequencies. Impacts of AI on Media Ecosystems Through this analytical approach, 19 impact themes emerged, along with their corresponding scoring definitions: Interestingly, many scenarios articulated themes around how AI intersects with fact-checking, trust, misinformation, ethics, labor concerns, and evolving business models. Although some concepts may not be entirely distinct, this categorization offers a meaningful overview of the key ideas represented in the data. Distribution of Impact Themes Comparing these findings with those in the OSF report reveals some discrepancies. For instance, while the report emphasizes personalization and misinformation, these themes were less prevalent in the analyzed scenarios. Moreover, themes such as the rise of AI agents and audience fragmentation were mentioned but did not cluster significantly in the analysis. To capture potentially interesting but less prevalent impacts, the clustering was rerun with a smaller minimum cluster size. This adjustment yielded hundreds more concept themes, revealing insights into longer-tail issues. Positive visions for generative AI included reduced language barriers and increased accessibility for marginalized audiences, while concerns about societal fragmentation and privacy were also raised. Impacts Over Time and Around the World The analysis also explored how the impacts varied based on the timeframe selected by writers and their geographic locations. Using a Chi-Squared test, it was determined that “AI Personalization” trends towards long-term implications, while both “AI Fact-Checking” and “AI and Misinformation” skew toward shorter-term issues. This suggests that scenario writers perceive misinformation impacts as imminent threats, likely reflecting ongoing developments in the media landscape. When examining the distribution of impacts by region, it was found that “AI Fact-Checking” was more frequently noted by writers from Africa and Asia, while “AI and Misinformation” was less prevalent in scenarios from African writers but more so in those from Asian contributors. This indicates a divergence in perspectives on AI’s role in the media ecosystem.

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Clean Energy Transition Campaign

Clean Energy Transition Campaign

EnergyFlex Launches Clean Energy Transition Campaign in Partnership with Carat SA EnergyFlex, an Australian veteran-owned energy analytics and renewables education company, has joined forces with Carat SA to launch its first-ever brand campaign. This initiative is designed to accelerate Australia’s clean energy transition by equipping individuals and businesses with the tools, knowledge, and confidence to become “Renewables Ready.” Empowering Australians with Free Energy Tools Founded in 2021, EnergyFlex aims to put every Australian on the path to free and clean energy. The company’s free app, launched in May, helps users: The app, available on both iOS and Android, is part of EnergyFlex’s mission to make renewable energy adoption accessible and impactful for all Australians. Voices from the Partnership Garry Harding, CEO and Co-Founder of EnergyFlex, emphasized the campaign’s focus on financial, community, and environmental benefits: “We want to make it as easy as possible for Australians to understand the positive impact of the renewable energy transition. Partnering with Carat SA enables us to raise awareness and bring these tools and education to homes and businesses across the country.” Adele Gibb, Managing Director of Carat SA, highlighted the synergy between the campaign and Carat’s values: “Working with a forward-thinking brand like EnergyFlex aligns perfectly with dentsu’s B2B2S philosophy—creating solutions that are good for business, people, and society.” About Carat SA As a leading global media agency, Carat SA operates across 190+ offices in 135+ countries, bringing expertise and innovation to drive impactful campaigns. With this collaboration, EnergyFlex and Carat SA are poised to inspire a nationwide shift toward renewable energy adoption, helping Australia lead ,.the way in sustainability. 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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Transform Customer Experience

Transform Customer Experience

In today’s AI-driven business environment, customer experience (CX) has evolved from being a buzzword to a critical factor in determining success. It’s no longer enough for businesses to offer high-quality products or excellent service alone—today’s customers are always online, engaged, and seeking the most convenient, relevant, and enjoyable experiences. This is where Salesforce Data Cloud becomes a game-changer, providing the tools needed to meet modern customer expectations. Transforming Customer Experience with Salesforce Data Cloud Salesforce enables businesses to collect, integrate, and leverage critical customer information within its ecosystem, offering an all-encompassing view of each customer. This unified customer data allows organizations to forecast visitor trends, assess marketing impact, and predict customer behavior. As data-driven decision-making becomes increasingly central to business strategy, Salesforce Data Cloud and its Customer Data Platform (CDP) features provide a significant competitive edge—whether in e-commerce, fintech, or B2B industries. Data Cloud is more than just your traditional CDP. It’s the only data platform native to the world’s #1 AI CRM. This means that marketers can quickly access and easily action on unified data – from across the entire business – to drive growth and increase customer lifetime value. Data Cloud’s Role in Enhancing CX By unifying data in one place, Salesforce Data Cloud enables organizations to access real-time customer insights. This empowers them to track customer activity across channels like email, social media, and online sales, facilitating targeted marketing strategies. Businesses can analyze customer behavior and deliver personalized messaging, aligning marketing, sales, and customer service efforts to ensure consistency. With these capabilities, Salesforce customers can elevate the CX by delivering the right content, at the right time, to the right audience, ultimately driving customer satisfaction and growth. New Features of Salesforce Data Cloud Salesforce continues to evolve, introducing cutting-edge features that reshape customer interaction: To fully maximize these features, partnering with a Salesforce Data Cloud consultant can help businesses unlock the platform’s full potential and refine their customer engagement strategies. Agentic AI Set to Supercharge Business Processes Salesforce’s vision extends beyond customer relationship management with the integration of Agentic AI through its Customer 360 platform. According to theCUBE Research analysts, this signals a shift toward using AI agents to automate complex business processes. These AI agents, built on Salesforce’s vast data resources, promise to revolutionize how companies operate, offering customized, AI-driven business tools. “If they can pull this off, where it becomes a more dynamic app platform, more personalized, really focused on those processes all the way back to the data, it’s going to be a clear win for them,” said Strechay. “They’re sitting on cloud; they’re sitting on IaaS. That’s a huge win from that perspective.” AI agents create a network of microservices that think and act independently, involving human intervention only when necessary. This division of labor allows businesses to capture expertise in routine tasks while freeing human workers to focus on more complex decision-making. However, the success of these AI agents depends on access to accurate and reliable data. As Gilbert explained, “Agents can call on other agents, and when they’re not confident of a step in a process or an outcome, they can then bounce up to an inbox for a human to supervise.” The goal isn’t to eliminate humans but to capture their expertise for simpler processes. Empowering Developers and Citizen Creators At the core of this AI-driven transformation is Salesforce’s focus on developers. The platform’s low-code tools allow businesses to easily customize AI agents and automate business processes, empowering both experienced developers and citizen creators. With simple language commands or goal-setting, companies can build and train these AI agents, streamlining operations. “It’s always going to be about good data—that’s the constant,” Bertrand said. “The second challenge is how to train agents and humans to work together effectively. While some entry-level jobs may be replaced, AI will continue to evolve, creating new opportunities in the future.” Is Salesforce Data Cloud the Right Fit for Your Business? Salesforce Data Cloud offers comprehensive capabilities for businesses of all sizes, but it’s essential to assess whether it aligns with your specific needs. The platform is particularly valuable for: For businesses that fit these scenarios, working with Salesforce’s partner ecosystem or a Data Cloud consultant can help ensure successful integration and optimization. What’s New in Salesforce’s Latest Release? The latest Salesforce Spring Release introduced several exciting features, further enhancing Salesforce Data Cloud: These updates reflect Salesforce’s commitment to providing innovative, data-driven solutions that enhance customer experiences and drive business success. 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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salesforce ai pitchfield

Salesforce AI Pitchfield

AI Pitchfield is more than a showcase of entrepreneurial talent—it’s a launchpad for the next generation of AI pioneers. By fostering connections and providing critical investment opportunities, Salesforce and its partners are driving the evolution of AI across India and Southeast Asia. This initiative reflects Salesforce’s commitment to advancing technology, empowering startups, and shaping a future where AI continues to transform industries and unlock untapped potential.

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Salesforce Flows and LeanData

Salesforce Flows and LeanData

Mastering Opportunity Routing in Salesforce Flows While leads are essential at the top of the funnel, opportunities take center stage as the sales process advances. In Salesforce, the opportunity object acts as a container that can hold multiple contacts tied to a specific deal, making accurate opportunity routing crucial. Misrouting or delays at this stage can significantly impact revenue and forecasting, while manual processing risks incorrect assignments and uneven distribution. Leveraging Salesforce Flows for opportunity routing can help avoid these issues. Salesforce Flows and LeanData. What Is Opportunity Routing? Opportunity routing is the process of assigning open opportunities to the right sales rep based on specific criteria like territory, deal size, industry, or product type. The goal is to ensure every opportunity reaches the right person quickly, maximizing the chance to close the deal. Opportunity routing also helps prioritize high-potential deals, improving pipeline efficiency. Challenges of Manual Routing Manual opportunity routing can lead to several challenges: Benefits of Automating Routing with Salesforce Flows Using Salesforce Flows for opportunity routing offers many benefits: Setting Up Opportunity Routing in Salesforce Flows Here’s an outline for setting up opportunity routing in Salesforce: Managing Complex Salesforce Flows Opportunity routing in Salesforce Flows is powerful, but managing complex sales environments can be challenging: How LeanData Enhances Opportunity Routing LeanData extends Salesforce routing capabilities with advanced, no-code automation and auditing features: Salesforce Flows and LeanData Whether using Salesforce Flows or LeanData, the goal is to optimize time to revenue. While Salesforce Flows offer a robust foundation, organizations without dedicated admins or developers may face challenges in making frequent updates. LeanData provides greater flexibility and real-time automation, helping to streamline the routing process and drive revenue growth. 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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Build Launch and Track Campaigns

Build Launch and Track Campaigns

Revolutionizing Campaigns: How Marketing Agents Empower Your Marketing Team Marketing agents are transforming how businesses create, launch, and track campaigns—delivering better results while boosting internal team productivity and cohesion. With the power of AI and data, these agents act as collaborative partners, enhancing marketing efficiency and creativity in unprecedented ways. A Smarter Approach to Campaign Challenges Marketers have long faced the challenge of creating quality content at scale. According to the Content Marketing Institute, 54% of B2B marketers struggle to meet this demand, while B2C marketers often lack the resources to make their efforts scalable and consistent. On top of this, they must ensure campaigns are efficient, customer-centric, and stand out in a competitive landscape. Enter marketing agents—AI-powered tools that help teams manage and optimize campaigns, from strategy to execution. At Dreamforce 2024, Salesforce unveiled Agentforce, a suite of intelligent agents integrated across the Customer 360 platform, including Agentforce Campaigns. With 71% of marketers planning to adopt generative and predictive AI within the next 18 months, as per Salesforce’s State of Marketing report, tools like Agentforce are poised to redefine how campaigns are built and delivered. How Humans and AI Agents Work Together Marketing agents are AI-powered virtual assistants that collaborate with humans to analyze data, generate insights, and execute marketing plans. Unlike traditional tools, they understand the context behind your needs and suggest actionable solutions—whether that’s creating content, optimizing campaigns, or analyzing results. By automating time-consuming tasks, marketing agents free teams to focus on high-value activities like strategy and personalization. But the key to maximizing their potential lies in shifting your mindset: instead of simply seeking efficiency, aim to transform how you deliver exceptional customer experiences. 8 Ways Agentforce Campaigns Elevates Your Marketing 1. Intelligent Recommendations Agentforce Campaigns turns insights into actions. For example, Marketing Cloud’s Einstein not only tracks your goals but also suggests adjustments or new campaigns tailored to your objectives, helping you stay ahead. 2. Instant Campaign Briefs Building a campaign starts with a solid brief. With Agentforce, you can create one in seconds using natural language prompts. The AI-generated brief incorporates your goals and guidelines, making collaboration and approvals seamless. 3. Contextual Content Creation Agentforce generates emails, landing pages, and calls to action directly aligned with your brand’s tone and campaign goals. Marketers can refine outputs with natural language prompts, ensuring a perfect fit for their strategy. 4. Effortless Audience Segmentation No SQL skills? No problem. Describe your ideal audience in natural language, and Agentforce will translate that into actionable segments—helping you target precisely the right customers. 5. Automated Journey Activation Agentforce simplifies multi-channel journey creation by drafting personalized campaign flows. You can refine, approve, and activate these journeys with ease, saving time while enhancing impact. 6. Unlimited Content Variations AI eliminates content constraints, allowing you to generate multiple variations for personalized campaigns. Target high-value customers, newcomers, or loyal fans with tailored messages—all at scale. 7. Explore Nuanced Segments Agentforce enables marketers to create segments without relying on overburdened data science teams. Dive into deeper audience insights, such as churn rates based on location, age, or past behavior, with just a prompt. 8. Embed Continuous Testing Testing is often deprioritized due to time limitations. Agentforce automates testing workflows, making it easier to incorporate A/B testing and iterative learning into every campaign. Getting Started with Agentforce Campaigns Agentforce Campaigns is available in Marketing Cloud Growth and Advanced Editions, designed to empower businesses of all sizes. By integrating AI-driven tools into your workflow, you can elevate your marketing to new heights—enhancing creativity, efficiency, and customer engagement. Ready to revolutionize your campaigns? Explore how Agentforce can help you win customers and foster a more productive, cohesive marketing team. Salesforce Disclaimer: Unreleased features mentioned here are subject to change and may not become available as described. Make purchasing decisions based on currently available features. 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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Marketing Cloud and Commerce Cloud Innovations

Marketing Cloud and Commerce Cloud Innovations

What Our Dreamforce Marketing Cloud and Commerce Cloud Innovations Mean for You This year’s Dreamforce was nothing short of amazing. It was exciting to reconnect with fellow Trailblazers, exchange brilliant ideas, and showcase the innovations we’ve been crafting at Salesforce. A recurring theme throughout the event was how businesses can leverage data and AI to forge deeper customer-driven relationships by bringing internal teams closer together. These innovations are designed to transform not only how companies engage with customers but also how their teams work together. Marketing Cloud and Commerce Cloud Innovations. Seamless integration between Marketing, Commerce, Sales, and Service teams is crucial for creating unified customer experiences. Often, customers feel as though they are interacting with separate departments rather than one cohesive company—this is largely due to disconnected technology and processes. But thanks to Salesforce’s advancements in unified data, AI, and automation, those days are numbered. Now, departments can collaborate more effectively, delivering hyper-personalized, frictionless experiences across the entire customer lifecycle. Let’s explore the latest Marketing Cloud and Commerce Cloud innovations announced at Dreamforce 2024 and how they can benefit your business. What You’ll Learn Salesforce Marketing Cloud Innovations These four innovations in Marketing Cloud are built on the Salesforce Platform and powered by Data Cloud, offering marketers a seamless view of customer data across the business. This foundation makes it easier to deliver unified customer experiences, improve handoffs between teams, and measure success more effectively. 1. Agentforce Embedded in Marketing Workflows Agentforce for Marketing combines generative and predictive AI to create an end-to-end campaign experience that marketers can launch and optimize with ease. Here’s how it helps: Example: A marketer looking to prevent customer churn can launch a re-engagement campaign. Agentforce will identify the right audience, craft personalized messages, and optimize delivery based on customer behavior. 2. Empowering Small and Medium Businesses The new Marketing Cloud Advanced Edition brings enhanced AI and automation capabilities to SMBs, enabling them to scale personalization and improve productivity: 3. Automating Data Preparation and Analytics with Einstein Marketing Intelligence (EMI) EMI uses AI and Data Cloud to automate the ingestion, transformation, and analysis of marketing data: 4. Einstein Personalization for 1:1 Experiences Einstein Personalization uses AI to recommend products, content, or services based on individual customer preferences: Example: A service agent could offer a discount on a product a customer was recently viewing, creating a seamless, personalized experience. Salesforce Commerce Cloud Innovations As businesses scale and handle increasing amounts of data, managing complex commerce systems can be a challenge. The new Commerce Cloud updates simplify these complexities by extending unified commerce capabilities across the organization. 1. Simplifying Cross-Functional Commerce Tasks By unifying data from across the business, Commerce Cloud enables better cross-functional collaboration: 2. AI-Powered Commerce Agents with Agentforce Commerce Cloud introduces three AI-powered agents to streamline business processes: 3. Streamlining Checkout for a Faster, Easier Experience With new express payment options like Link by Stripe and Amazon Pay, Commerce Cloud Checkout speeds up transactions and improves conversion rates by 14%. Plus, Buy with Prime integration allows shoppers to use their Amazon Prime accounts for a faster checkout experience, complete with trusted delivery and hassle-free returns. The Future of Unified Commerce Salesforce Commerce Cloud offers a unified platform that brings together sales, service, and marketing, providing a 360-degree view of the entire customer journey. This unified commerce approach enables businesses to deliver seamless B2B and B2C experiences, all powered by a single platform. By integrating enterprise-wide data, trusted AI, and automated workflows, Salesforce helps businesses scale personalized, intelligent experiences across every touchpoint. Every interaction becomes an opportunity for growth, setting the standard for success in today’s customer-driven world. 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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Commerce Cloud and Agentic AI

Commerce Cloud and Agentic AI

Recognizing the demand from both B2B and B2C buyers for seamless, consistent commerce experiences across online and offline channels, Salesforce has introduced an AI-powered, unified commerce version of its Commerce Cloud platform. Salesforce, a leader in merging ecommerce and CRM software, has taken a significant step toward unified commerce with this next-generation update to Salesforce Commerce Cloud. This move aligns with the expectations of both B2B buyers and consumers, who increasingly seek integrated and personalized interactions. The company states that Commerce Cloud now “natively connects all aspects of commerce—B2C, direct-to-consumer, and B2B commerce; order management; and payments—with sales, service, and marketing, all on a single platform.” This integration offers businesses a complete view of the customer journey through a shared catalog and user profile. By unifying elements like catalogs, pricing, orders, and marketing segments, companies can deliver personalized interactions, boost customer loyalty, and drive revenue across all touchpoints. Unified Commerce: A $1.5 Trillion Opportunity Salesforce cites research from Adyen, which indicates that adopting unified commerce strategies could present a $1.5 trillion opportunity for retailers globally. In North America, 76 of the top 2000 online retailers use Salesforce’s ecommerce platform. In 2023, these retailers generated over 6 billion in web sales. Salesforce’s B2B clients include major companies such as Siemens, Schneider Electric, GE Renewable Energy, and Chambers Gasket. AI-Powered Commerce Cloud Salesforce emphasizes that AI powers key aspects of its next-generation Commerce Cloud, enabling the platform to autonomously manage tasks like product recommendations and order lookups by leveraging data from digital and in-store interactions, orders, inventory levels, customer reviews, unified profiles, and CRM information. The AI-backed “Agentforce” agents are designed to assist employees in delivering personalized interactions, strengthening customer relationships, and improving profit margins. According to Justin Racine, Principal of Unified Commerce at Perficient, Salesforce’s efforts to unify the commerce experience across its broad range of products align with the needs of both B2B buyers and consumers. He notes that modern buyers expect brands to connect and communicate with them based on their previous behaviors, preferences, and purchases. Unlocking Revenue with Agentforce Michael Affronti, Senior Vice President and General Manager of Commerce Cloud, highlights that this new version embodies unified commerce by providing businesses with a single, integrated platform. The platform consolidates the entire commerce journey, with AI-powered Agentforce agents unlocking new revenue streams and delivering personalized experiences across every channel. Furniture designer and manufacturer MillerKnoll has already benefited from the unified platform. Frank DeMaria, Vice President of Digital Engineering & Platforms, mentions that the integration of sales, service, marketing, and other functions has helped the company offer personalized experiences and improve online sales and customer satisfaction across its portfolio of brands, including HermanMiller. Key Features of the New Commerce Cloud Racine adds that Salesforce’s new release unifies its product suite under a cohesive platform, providing marketers and business users with a comprehensive 360-degree view of the customer. This enables brands to build experiences and ordering workflows that are predictive rather than reactive. The integration of Agentforce represents a breakthrough, blending AI with brand interactions to unlock potential gains for merchandisers and buyers, and Racine is excited to see how these technologies enhance revenue and customer loyalty. 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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Salesforce and the AI Revolution

Salesforce and the AI Revolution

In the early 2000s, Salesforce made waves in the tech world with its bold “No Software” marketing campaign, symbolized by the iconic image of the word “software” crossed out in a red circle. While it was a bit misleading—Salesforce still delivered software, just in the cloud—the campaign invited people to rethink software delivery. This marked the dawn of the cloud era, and businesses were ready for a change. Then, enter Salesforce and the AI Revolution. Today, we’re witnessing a similar shift with AI. The word “SaaS” is the latest to be crossed out in red, as AI-native applications, where AI is the core rather than an add-on, promise to disrupt service delivery at an unprecedented speed—far faster than cloud displaced on-premise software. Even Bessemer Venture Partners (BVP), a leader in identifying emerging AI trends, admits to being caught off guard by the rapid rise of AI. In its State of the Cloud 2024 report, which aptly declares “The Legacy Cloud is dead—long live AI Cloud!”, BVP highlights how even the most optimistic predictions couldn’t fully capture the pace and scale of AI’s impact. The AI Revolution: Opportunities and Disruption The AI market is evolving at breakneck speed, and entrepreneurs are scrambling to stake their claim in this quickly shifting landscape. In the early cloud era, companies like Box, Docusign, HubSpot, and Shopify found success by targeting specific business use cases with subscription-based, cloud-powered solutions. Similarly, today’s AI opportunity lies in industries where manual, repetitive tasks are still prevalent. Major AI players like OpenAI, Anthropic, and Mistral are investing billions in building large-scale language models (LLMs), but there’s a gap in the market for entrepreneurs to focus on verticals where human labor is still largely manual—such as legal, accounting, and outsourcing services. Traditionally, investors have shied away from these industries due to their reliance on manual labor, high costs, and low profit margins. But AI changes the game. Tasks once done manually can now be automated, transforming labor-intensive processes into scalable, high-margin operations. Services businesses that were once unattractive to investors will now attract attention as AI boosts profitability and efficiency. The Shift to AI-Native Applications The impact of AI-native applications will go beyond improving revenue models; they will fundamentally change how we interact with software. In the current SaaS model, users spend hours in applications, manually entering data and querying systems for answers. In contrast, AI-native B2B applications will solve problems end-to-end without requiring human input for every step. Software will work for users in the background, allowing them to focus on building relationships and making strategic decisions. However, humans won’t be removed from the equation. AI trained on real human intelligence in specific verticals will perform better than purely machine-based intelligence. The combination of human expertise and AI-native applications will drive significant, tangible business results. Avoid the “X of AI” Hype With excitement around AI reaching fever pitch, many startups are branding themselves as the “X of AI”—for instance, the “Salesforce of AI.” These claims are often surface-level, wrapping an AI solution around an existing LLM without delivering true innovation. To identify genuine AI-native solutions, look for these key characteristics: Spotting the Next AI Success Stories The AI space is noisy and crowded, and as more AI-native startups emerge, it will become even harder to separate the winners from the hype. The true innovators will be those who bring untapped data into the digital fold and streamline workflows that have historically been manual. To succeed, founders need deep knowledge of their vertical and a clear understanding of how to implement AI for real-world results. Above all, they must have the vision and drive to realize the full potential of AI-native applications, transforming industries and redefining service delivery. 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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Oracle Advertising Sundown

Oracle Advertising Sundown

Oracle Shifts Focus to B2B CX, Introduces New Fusion Cloud Features Despite winding down its online advertising products, Oracle is doubling down on its investment in customer experience (CX) technology, particularly in enabling B2B buying and supporting subscription and consumption models. During the Oracle CloudWorld conference on Wednesday, the company unveiled new capabilities for its Fusion Cloud Customer Experience and Unity Customer Data Platform. These enhancements empower Oracle CX users to analyze customer profiles to assemble B2B buying teams, leverage generative AI tools like native analytics, and utilize industry-specific accelerators to speed up the adoption of customer data tools. Key features include the ability to create self-service sites for individual accounts, enabling customers to review and summarize contracts using generative AI, receive quotes, and renew subscriptions. Other features enhance “assisted buying experiences,” blending self-service and human interaction, while tools like account onboarding and AI-powered email drafting simplify full-service sales processes. Subscription models, though still in their early stages for B2B, offer a streamlined alternative to traditional procurement processes. As Liz Miller, an analyst at Constellation Research, noted, subscription-based buying is easier and quicker, avoiding the lengthy procurement cycles many B2B buyers are familiar with. “The pain of traditional B2B buying is still fresh in everyone’s mind,” she said. Oracle Advertising Shuts Down Oracle’s advertising product support will end on September 30, as confirmed by CEO Safra Catz during the company’s June earnings call. The Oracle Advertising Data Management Platform (DMP), built from its BlueKai acquisition, is being retired, following in the footsteps of Salesforce, which discontinued its Audience Studio in 2021. Despite Oracle winding down its ad platform, this move shouldn’t be seen as a shift away from customer experience. Oracle founder Larry Ellison remains deeply involved in shaping the company’s CX strategy, with a focus on marketing tools and Apex low-code platforms, said Rob Pinkerton, Oracle’s senior vice president. Oracle’s modernized CX suite, built on the Fusion Cloud platform, has evolved significantly in recent years, though questions remain about whether it’s too late to regain market share. “Oracle as a CX platform has fallen off the radar for many buyers,” said Miller, adding that customers are no longer debating between Oracle, Microsoft, and Salesforce in the CX space. New Industry-Specific Tools for CX Oracle has also expanded its CX platform with industry-specific tools designed to accelerate the adoption of its customer data platform (CDP) across sectors such as high tech, manufacturing, professional services, telecommunications, utilities, financial services, travel, and retail. According to Rebecca Wettemann, CEO of research firm Valoir, Oracle’s Fusion platform has matured significantly and now supports the complexity of modern customer needs. Wettemann highlighted how common components like customer interaction summaries can be adapted for multiple industries, delivering faster results than traditional applications. Oracle’s Clinical Digital Assistant is one such example of this approach, illustrating the platform’s versatility and AI-driven enhancements. With these developments, Oracle continues to refine its CX offerings to better meet the unique demands of B2B customers, providing tools that streamline operations and enhance customer experiences across various industries. 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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Next Gen Commerce Cloud

Next Gen Commerce Cloud

Salesforce has launched the next generation of Commerce Cloud, delivering a unified platform that connects B2C, DTC, and B2B commerce, along with Order Management, Payments, and more, to drive seamless customer experiences and revenue growth. With these innovations, businesses can scale across digital and physical channels while leveraging trusted AI and enterprise-wide data for smarter operations. Next Gen Commerce Cloud. Key features include Autonomous Agentforce Agents, which enhance commerce for merchants, buyers, and shoppers by automating tasks such as product recommendations and order tracking. Companies like MillerKnoll have seen success by using Commerce Cloud’s innovations to scale their workforce and drive revenue across multiple channels. New Agentforce Agents for Commerce — Merchant, Buyer, and Personal Shopper — autonomously manage tasks and improve the customer journey. They handle tasks without human intervention, such as product recommendations or order lookups, drawing insights from rich data sources like customer interactions, inventory, orders, and reviews. By tapping into unified data, these agents augment employees, offering tailored experiences and increasing efficiency, while strictly adhering to privacy and security standards. Salesforce’s Commerce Cloud now natively integrates every part of the commerce journey, helping businesses break down data silos and offer consistent, personalized interactions. As Michael Affronti, SVP and GM of Commerce Cloud, highlights: “Unified commerce is the future, breaking down silos to deliver seamless experiences across all channels.” Key new features and functionalities include: With these advancements, Commerce Cloud empowers businesses to create seamless, AI-powered experiences that drive customer loyalty, operational efficiency, and revenue growth across every touchpoint. 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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Einstein Features Cheat Sheet

Einstein Features Cheat Sheet

Salesforce has published a great resource for Einstein users. The Einstein Cheat Sheet puts all the Einstein features and resources at your fingertips. Download here. Einstein Discover the power of the #1 AI for CRM with Einstein. Built into the Salesforce Platform, Einstein uses powerful machine learning and large language models to personalize customer interactions and make employees more productive. With Einstein powering the Customer 360, teams can accelerate time to value, predict outcomes, and automatically generate contentwithin the flow of work. Einstein is for everyone, empowering business users, Salesforce Admins and Developers to embed AI into every experience with low code. 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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Salesforce to Acquire PredictSpring

Salesforce to Acquire PredictSpring

Salesforce to Acquire PredictSpring, Enhancing Omnichannel Capabilities Last month, Salesforce finalized an agreement to acquire PredictSpring, a leading provider of point-of-sale (POS) software. PredictSpring, known for its omnichannel commerce solutions, offers a suite of mobile POS systems along with clienteling, inventory management, and order management tools tailored for the retail sector. Insights from Industry Analysts In a recent episode of CX Today’s BIG News Update, key analysts shared their perspectives on the acquisition, highlighting three major points. Filling a Critical Gap Rebecca Wetteman, CEO & Principal Analyst at Valoir, noted that while Salesforce has effectively assisted many B2B clients, such as Fiserv and Peloton, in transitioning to B2C strategies, one crucial component was missing: order management. PredictSpring’s solutions address this gap, enhancing Salesforce’s data strategy and providing a more comprehensive customer view. Wetteman stated, “This addition is a significant move for Salesforce, strengthening their position beyond B2B and bridging the B2B to B2C divide.” Advancing Omnichannel Retail Simon Harrison, Founder & CEO at Actionary, emphasized that the acquisition represents a major step forward in delivering effective omnichannel solutions. PredictSpring’s technology promises to solve challenges associated with integrating in-store and digital experiences, enhancing overall customer interactions. Harrison praised the investment, stating, “This is a smart move, addressing real-world issues and increasing value for both staff and customers in today’s dynamic retail environment.” Expanding Market Reach Martin Schnieder, VP and Principal Analyst at Constellation Research, pointed out that acquiring PredictSpring aligns with Salesforce’s strategy to expand its total addressable market (TAM). He highlighted retail as a sector with unique challenges and opportunities, where Salesforce’s Data Cloud and platform can create impactful vertical-specific solutions. Schnieder noted, “Retail offers a different model with constrained margins, and Salesforce can leverage its platform to provide substantial value.” Michael Fauscette, Founder, CEO, and Chief Analyst at Arion Research, observed that Salesforce is strategically acquiring startups to fill gaps in its vertical offerings. He remarked, “Salesforce’s approach involves identifying startups that address specific needs and integrating them into their ecosystem. This strategy has proven effective and allows Salesforce to go to market directly with these partners, a practice not always seen among enterprise vendors.” Conclusion Salesforce’s acquisition of PredictSpring is a strategic move to enhance its omnichannel capabilities and address key gaps in its offerings. By integrating PredictSpring’s advanced POS solutions, Salesforce aims to strengthen its position in the retail sector and continue its growth trajectory in both B2B and B2C markets. 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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