CX - gettectonic.com - Page 2
CXM
18Sep

CXM

XM Software Providers Set to Replace Point Solutions with Multifunction Suites By 2028, Enterprises Will Transition to Comprehensive CXM Solutions, According to New ISG Research According to new research from Information Services Group (ISG) (Nasdaq: III), companies are expected to shift from various customer experience (CX) point solutions to comprehensive, cross-functional suites by 2028. This transition aims to manage CX at the enterprise level more effectively. Keith Dawson, Director of Customer Experience Research at ISG, explains, “Enterprises recognize the need for platforms that manage the entire customer lifecycle. We are witnessing the rise of tools that integrate communication components with analytic assessments of customer value, loyalty, and intent, marking a significant shift in the marketplace.” The ISG Buyers Guide™ for Customer Experience Management (CXM) defines CXM as a suite of applications on a unified platform that provides a comprehensive view of customer activity and enables management of that activity across departments. The report notes that the mix of applications in a software provider’s suite often reflects their historical expertise and origins. CXM addresses the limitations of traditional Customer Resource Management (CRM) software, which has been more departmental and application-centric. In contrast, CXM focuses on the customer journey and interactions across all channels. The report highlights challenges in comparing similar offerings from different providers due to their varied origins and expertise. The range of functionality across CXM products often reflects their diverse components, users, and use cases. ISG identifies five core areas of platform functionality in CXM software: knowledge management, resource management, automation, analytics, and customer journey management. However, CXM software is still developing, and it is uncommon to find a single solution that excels in all five areas. Many providers start with their core strengths and expand their capabilities over time. The ISG Buyers Guide evaluates CXM software providers based on support for analytics, customer journey management, knowledge management, CRM platform support, operational resource management, and process control and optimization. To be included in the CXM Buyers Guide, products must cover at least three of the four areas: resource management, automation, analytics, and customer journey management. Separate guides on Customer Journey Management (CJM) and Knowledge Management (KM) are available for more specific analysis. For its 2024 Buyers Guides, ISG assessed 19 providers, including Adobe, eGain, Emplifi, Freshworks, Genesys, HubSpot, Microsoft, Nextiva, NICE, Oracle, Qualtrics, Salesforce, SAP, ServiceNow, Sprinklr, SugarCRM, Verint, Zendesk, and Zoho. The top three software providers in each category are: Mark Smith, Partner at ISG Software Research, notes, “Managing customer experience is crucial for every organization, yet many lack the technology to orchestrate the customer journey across channels. The Buyers Guide for CXM offers insights to help businesses understand, optimize, and select software providers that move beyond the limitations of traditional CRM systems.” The ISG Buyers Guides for CXM, CJM, and KM are based on over a year of market research. The research is independent and not influenced by software providers, aiming to help enterprises optimize their software investments. For more details, visit the ISG Buyers Guides to read executive summaries and request full reports. About ISG Software Research ISG Software Research, formerly Ventana Research, delivers expert market research and analysis on business and IT software. The firm provides consulting, advisory, research, and education services for enterprises, software and service providers, and investment firms. For more information and to join the community, visit Ventana Research. About ISG ISG (Information Services Group) (Nasdaq: III) is a global technology research and advisory firm specializing in digital transformation services. With a client base of over 900 organizations, ISG helps clients achieve operational excellence and growth. The firm’s expertise spans AI and automation, cloud and data analytics, sourcing advisory, and more. Founded in 2006 and based in Stamford, Conn., ISG employs 1,600 professionals in over 20 countries. For more information, visit ISG. 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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September 18, 2024in Salesforce
Oracle Fusion Cloud
11Sep

Oracle Fusion Cloud

Oracle has unveiled over 50 role-based AI agents in the Oracle Fusion Cloud Applications Suite as of Wednesday. This suite offers a range of applications designed to help enterprises manage various functions. The newly introduced AI agents aim to assist employees and managers by automating business processes. According to Oracle executives at the CloudWorld 2024 conference in Las Vegas, these agents are tailored to improve efficiency across different functions. In Oracle Fusion Cloud Human Capital Management, the AI agents support shift scheduling, assist with hiring, manage requests to fill or create new positions, and help employees understand their benefits. In Oracle Fusion Cloud Supply Chain, Manufacturing AI Agents provide contextual insights and recommendations for handling order requests and suggest maintenance and repair actions for various assets. The AI agents within Oracle Fusion Cloud Customer Experience assist with planning and research tasks, automate contract workflow and approval processes, and facilitate communication with sales representatives. Oracle has yet to announce the release date for these AI agents. The Next Stage of GenAIThe introduction of AI agents represents an evolution of generative AI, moving beyond chatbots to technology that performs tasks autonomously. “These AI agents are engineered to automate routine tasks and offer personalized insights and recommendations,” noted Sid Nag, Gartner Research analyst. This development underscores a shift in the generative AI market from ideation to practical implementation. “These are very pragmatic and practical ideas,” said Mark Beccue, an analyst at TechTarget’s Enterprise Strategy Group. “It’s a use case we’ve been anticipating, where AI helps complete tasks effectively.” Oracle’s AI Agents for its Fusion Cloud Applications Suite align with the vision for enterprise software vendors, Beccue added. ServiceNow AI AgentsOracle is not alone in embedding AI agents into business applications. On September 10, ServiceNow announced plans to integrate agentic workflows into its platform. The initial AI Agent applications from ServiceNow will focus on Customer Service Management and IT Service Management. These agents are designed to identify and resolve issues independently while still being overseen by human operators. ServiceNow’s AI Agents are expected to launch in November 2024 as part of a limited release. The company also introduced the Now Assist Skill Kit, enabling enterprises to develop custom generative AI skills tailored to specific business needs. Single Task vs. Multitask AgentsA key consideration with AI agents is whether they can handle single tasks or multitask across multiple applications. Mark Beccue suggests that the ability to perform tasks across various applications could lead to a new user interface where AI agents manage tasks seamlessly across different systems. “It’s a vision for the future of AI agents,” Beccue remarked. It remains to be seen how these AI agents will address industry-specific regulations and compliance requirements, particularly in highly regulated sectors such as finance. Additional AI FeaturesOracle has also introduced new AI capabilities in other applications. Oracle Cloud ERP now includes predictive cash forecasting, narrative reporting, and automated transaction records within Oracle Fusion Cloud Sustainability. In Oracle Cloud CX, new features include assisted authoring to help sales teams engage buyers with AI-generated content and advanced AI capabilities in Oracle CX Unity for detecting signals based on role, title, and topic engagement. 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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September 11, 2024in Generative AI
Einstein Features Cheat Sheet
10Sep

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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September 10, 2024in Salesforce
Co-opetition
05Sep

Co-opetition

Tech companies frequently partner for mutual benefit-Co-opetition, but in the customer service and contact center sector, the competition is heating up. Established players like Genesys, Five9, and Nice are now facing significant competition from tech giants such as AWS, Microsoft, and Google. To strengthen their positions, longtime partners Genesys and Salesforce introduced a joint platform called CX Cloud earlier this year. This platform combines Salesforce’s advanced Service Cloud and CRM with Genesys’ leading contact center as a service (CCaaS) solution- the very epitome of Co-opetition. It integrates telephony, journey management, and employee-focused workforce engagement management tools to optimize contact center operations and track agent satisfaction. While both companies compete in areas like AI, digital engagement, and generative AI, the CX Cloud partnership exemplifies their “coopetition” strategy. Salesforce runs the desktop interface, while Genesys excels in workforce management. By integrating their technologies, the two companies offer customers a flexible solution, enabling them to use the tools that best suit their needs—whether it’s managing digital channels through Salesforce or Genesys. This collaboration eliminates competition in key areas, with both Salesforce and Genesys sales teams working closely together. The partnership between the two companies is not new; their integration dates back to 2015. However, the recent deeper integration, which now covers not just voice but also digital channels, offers customers a unified view of their data. This allows users to harness customer conversation data across both platforms more effectively, giving them the flexibility to use tools from either Genesys or Salesforce. In addition to competition from one another, both Genesys and Salesforce face challenges from cloud hyperscalers like AWS, Microsoft, and Google, which also offer contact center tools. Despite this, Genesys’ and Salesforce’s CX Cloud collaboration stands out by offering a unified framework that benefits customers through combined capabilities. As an example of this complex tech landscape, AWS is both a competitor and a top partner for reselling Genesys Cloud. Both companies agree that the real focus isn’t on competing with each other, but on helping customers solve challenges around customer engagement in an efficient and cost-effective way. The joint platform also integrates with other technologies, such as Google’s Contact Center AI and AWS tools like Lambda and Polly, making it adaptable to diverse enterprise needs. Both Genesys and Salesforce emphasize the importance of an open platform with pre-built integrations, allowing customers to get more value from both platforms faster than before. CX Cloud has seen adoption across various industries and company sizes, from large enterprises to smaller, faster-moving companies. Smaller businesses, in particular, have been quick to adopt this innovation, as it allows them to access enterprise-level integrations without needing to build custom solutions. Larger enterprises, such as ADP, have also benefitted from CX Cloud by using it to deliver proactive customer experiences, addressing potential issues before they arise. Overall, the partnership between Genesys and Salesforce exemplifies Co-opetition-a collaborative approach in a highly competitive market, enabling customers to leverage the strengths of both platforms for enhanced contact center operations. 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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September 5, 2024in Generative AI
Salesforce to Acquire PredictSpring
04Sep

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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September 4, 2024in Salesforce
Sinch Omnichannel Connector
08Jul

Sinch Omnichannel Connector

Sinch (Sinch AB (publ) – XSTO: SINCH), a pioneer in global communication through its Customer Communications Cloud, has launched the Sinch Omnichannel Connector on Salesforce AppExchange. This innovative solution enhances conversational marketing and customer experiences for Salesforce Marketing Cloud customers by offering advanced one-way and two-way messaging capabilities. The solution is now available on Salesforce AppExchange. The Sinch Omnichannel Connector seamlessly integrates with the Salesforce ecosystem, enabling businesses to elevate their marketing strategies by reaching and engaging customers across their preferred channels. This new offering expands the features of Salesforce Marketing Cloud, providing a comprehensive suite of omnichannel messaging capabilities. Businesses can now connect with customers through one-way and two-way messaging across 13 diverse channels, including RCS, Kakao Talk, Viber, and Instagram. This complements Salesforce’s native channels of SMS, MMS, Email, WhatsApp, and LINE, offering a complete communication solution. “With the Sinch Omnichannel Connector, businesses can enhance their customer communications, personalize engagements, and maximize the return on their marketing investments,” said Jonathan Campbell, Senior Director, Messaging Products at Sinch. “Salesforce Marketing Cloud users can now leverage a broader spectrum of messaging channels through Sinch, beyond those directly supported by Salesforce, to optimize their marketing strategies and elevate customer engagement.” To get started, Salesforce Marketing Cloud users need an existing account and can onboard the Conversation API through the Sinch Dashboard. From there, they can easily activate the channels of their choice, tailoring their messaging strategy to suit their unique business needs. Sinch has partnered with Salesforce since 2014, when Salesforce expanded its SMS offering into international markets. Sinch is a strategic supplier for Salesforce’s global SMS delivery, providing enterprise-grade messaging solutions that support Salesforce and its global customer base. Sinch, a pioneer in global communication through its Customer Communications Cloud, has once again been named a Leader in the 2024 Gartner® Magic Quadrant™ for Communications Platform as a Service (CPaaS). Sinch sees this recognition as validation of their robust Super Network and the extensive range of communication channels they offer, including messaging, email, and voice. These capabilities enable businesses to enhance customer experience (CX) and engagement. Sinch attributes this recognition to their innovative AI capabilities, integration with over 500 platforms, and global market reach, allowing them to serve customers of all sizes worldwide. The evaluation was based on criteria that assessed the company’s Completeness of Vision and Ability to Execute. “We believe being recognized as a Magic Quadrant™ Leader for the second consecutive year confirms our commitment to our customers and our ability to help them deliver superior customer experiences,” said Laurinda Pang, CEO of Sinch. “Effective digital, one-to-one communications are vital across marketing, operations, and customer care. Sinch simplifies customer communications throughout the entire journey. Our leading API platform and comprehensive applications enable businesses to exceed customer expectations and deliver personalized communications at scale, using both established and emerging channels.” Magic Quadrant reports are based on rigorous, fact-based research in specific markets, offering a wide-angle view of the relative positions of providers in high-growth markets with distinct provider differentiation. Providers are positioned into four quadrants: Leaders, Challengers, Visionaries, and Niche Players. This research helps businesses maximize market analysis in alignment with their unique business and technology needs. View a complimentary copy of the Magic Quadrant™ report to learn more about Sinch’s strengths and cautions, as well as the offerings of other providers: https://go.sinch.com/sinch-gartner-mq-24-pr Source: Gartner, Magic Quadrant for Communication Platforms as a Service, Lisa Unden-Farboud, Pankil Sheth, Ajit Patankar, Brian Doherty, 24 June 2024. 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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July 8, 2024in Salesforce Marketing Cloud
Five9 Salesforce AI Integration
05Jun

Five9 Salesforce AI Integration

Five9 and Salesforce Enhance AI-Powered Solutions for Superior Customer Experiences Five9 (NASDAQ: FIVN), a provider of the Intelligent CX Platform, today announced the next step in its collaboration with Salesforce. Five9 Salesforce AI Integration. This partnership aims to deliver AI-powered solutions to enhance customer experiences (CX) in contact centers. The latest release, Five9 for Service Cloud Voice with Partner Telephony, integrates Salesforce Einstein with Five9’s suite of AI solutions. This empowers agents to better service customer requests, improves management’s understanding of contact center operations, and delivers customer resolutions that exceed expectations. Using Five9’s open APIs and Five9 TranscriptStream, the Einstein AI engine identifies opportunities to provide real-time solutions for agents, prompting ‘Next Best Action’ guidance. The solution also offers real-time transcription of customer conversations, ensures call recordings’ accuracy and relevance, and integrates with Salesforce Einstein Conversation Insights to enhance conversation intelligence. “Five9 understands the power of elevating the customer experience through innovative technology and seamless integrations,” said Dan Burkland, President of Five9. “Our collaboration with Salesforce pushes the boundaries of what is possible. Infusing Einstein’s AI insights into the contact center and CRM eliminates repetitive tasks while guiding agents with the next best actions to help them be more effective.” A Long-Standing Partnership The Salesforce-Five9 collaboration, now over 15 years strong, recently introduced Five9 call dispositions for agents within the Salesforce Omni-Channel widget or Voice Call page. This allows organizations to automatically update call dispositions in the Five9 call database, ensuring accurate reporting across the integration. Both companies are meeting the growing demand for AI solutions to enhance customer engagement throughout the customer journey. “Five9’s deeper integration with Salesforce Einstein offers a new level of choice for customers seeking AI capabilities that best match their contact center needs and existing technology investments,” said Sheila McGee-Smith, President & Principal Analyst at McGee-Smith Analytics. “Coupled with features like Five9 TranscriptStream, organizations can significantly reduce an agent’s workload while enhancing the customer’s overall experience. This next step in the Salesforce-Five9 relationship demonstrates each company’s commitment to their joint customer base, enabling them to leverage the latest AI innovations easily.” “Service Cloud Voice with Five9 uses AI to deliver a better customer experience,” said Ryan Nichols, Chief Product Officer of Service Cloud, Salesforce. “Our collaboration focuses on more than just a ‘single pane of glass’– we’re bringing together customer data, knowledge, and real-time conversation transcripts to help make agents more productive and delight customers.” Availability and Further Information These new enhancements to Five9 for Service Cloud Voice with Partner Telephony will be available starting June 30. For a deeper look into the Five9 integration with Service Cloud Voice and to explore common use cases, register for the webinar “Unlock Efficiency with the Power of AI: Five9 and Salesforce Service Cloud Voice” on Tuesday, July 23. An on-demand playback of the December 2023 Five9 and Salesforce joint webinar is also available, covering topics such as using data for personalization, best practices for leveraging engagement data to improve experiences, and how companies can become more customer-centric. Salesforce, Einstein, and other related marks are trademarks of Salesforce, Inc. 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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June 5, 2024in Salesforce, Salesforce Einstein, Salesforce Service Cloud
Why Use Marketing Cloud Mobile Connect
28Apr

Mobile Marketing Strategy

In today’s multitasking digital landscape, customers are constantly engaged in various activities like texting, searching with Google, browsing social media, and ordering lunch, all on the same screen. Their usage requires you to develop a Mobile Marketing Strategy. To effectively reach these customers, mobile marketing must seamlessly integrate into their current mobile experience. This requires a unified platform that aligns with their digital habits. According to the Insider Intelligence 2023 Research, email remains the most preferred communication method among customers, with a whopping 93% preference rate. However, customer preferences vary significantly across different channels, presenting a challenge for marketers who need to choose the right channels for each context. To deliver the best customer experience, marketers need to bring together multiple channels by adhering to changing data sources and evolving customer expectations. As data sources for targeting shift towards digital identities and declared preferences, marketers must adapt their strategies accordingly. Here are guiding principles for an effective mobile marketing strategy: Understanding Mobile Channels: Push Notifications: SMS Messaging: Chat Apps: Key Takeaways: 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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April 28, 2024in Marketing Automation, Salesforce, Salesforce Einstein, Salesforce Marketing Cloud, Salesforce Sales Cloud
Salesforce role hierarchy
23Apr

If Not Informatica, Then Who?

What Lies Ahead for Salesforce’s Acquisition Strategy? If Not Informatica Then Who? The Breakdown: The proposed Salesforce-Informatica acquisition, which promised significant advancements in data integration, quality control, and customer insights, ultimately fell through due to disagreements over the deal’s terms. Impact on Salesforce’s Strategy: The acquisition was positioned as a strategic move for Salesforce, building on its largest acquisition of Slack in 2020, aimed at fortifying its data ecosystem and bolstering its position in data analytics and management through enhanced AI capabilities and data management solutions. Future Acquisition Prospects: With the Informatica deal off the table, attention turns to potential targets like HubSpot. This shift underscores Salesforce’s commitment to maintaining a competitive edge in CRM and marketing automation amidst increasing competition and past acquisitions such as ExactTarget and Pardot. The Details: The anticipated mega-deal, which could have significantly expanded Salesforce’s data capabilities and represented one of its largest acquisitions to date, dissolved due to an inability to reach consensus on deal terms, as reported by multiple sources. Informatica, valued at over billion, specializes in data management software, while Salesforce, the world’s leading CRM software company valued at 1.71 billion, has historically expanded its customer data capabilities through strategic acquisitions. Notably, Salesforce completed its largest acquisition with the $27.7 billion purchase of Slack Technologies in 2020. If Not Informatica, Then Who Boosting Salesforce’s Data Ecosystem: The proposed acquisition of Informatica, first reported by the Wall Street Journal on April 12, aimed to elevate Salesforce’s data capabilities, particularly in areas like data integration, quality control, and customer insights. This strategic move reflected a broader trend in the software industry towards mergers and acquisitions to strengthen capabilities in data analytics and management. By integrating Informatica into Salesforce’s data ecosystem, the company was poised to enhance its AI systems and leverage the Mulesoft infrastructure for improved data cataloging, as well as sophisticated solutions like master data management and data governance. Implications for Marketing and Customer Experience (CX) Professionals: The potential acquisition could have accelerated innovation in customer experience management, empowering CMOs and CX professionals with robust data tools for faster, more informed decision-making. This could have translated into enhanced customer interactions, driving revenue growth and enhancing Salesforce’s competitive position in the market. 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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April 23, 2024in Marketing Automation, Mulesoft, Salesforce
Self Service Customer Service
15Apr

Self Service Customer Service

The importance of effective customer service, particularly through self-service options, cannot be overstated. Both customers and organizations often prefer self-service solutions: customers to avoid waiting on hold and speaking with potentially uninformed agents, and organizations to reduce the load and cost associated with live agent interactions. Despite the clear benefits, the customer experience with self-service often falls short because it tends to prioritize business efficiencies over customer needs. For self-service to truly succeed, it must be mutually beneficial for both businesses and customers. According to Salesforce’s “State of the Connected Customer” study, 61% of customers prefer using self-service over live-agent phone calls for resolving simple issues. This trend is reflected in the growing use of self-service portals and chatbots, with 72% of customers utilizing self-service portals and 55% engaging with self-service chatbots. However, a significant barrier remains: 68% of customers would avoid using a company’s chatbot after a negative experience. The challenge lies in moving from a business-centric approach to a customer-centric one when deploying self-service technologies. Often, businesses implement these solutions primarily to cut costs, which can result in poorly designed interfaces that fail to meet customer expectations. This disconnect can harm customer satisfaction and loyalty in the long run. The integration of AI offers a promising solution. Unlike earlier iterations, today’s AI-driven chatbots can deliver personalized, context-aware interactions based on customer data and history. This capability ensures that customers receive timely, relevant assistance across multiple channels, enhancing the overall self-service experience. When deploying self-service capabilities, organizations should adopt a customer-first mindset: Successful self-service implementation hinges on these considerations, aiming not only to deflect calls but also to elevate customer satisfaction through intuitive, responsive self-service experiences. For further insights on optimizing self-service strategies, join our upcoming webinar discussing holistic CX strategies on July 10. We look forward to exploring how to empower customers to self-serve effectively, ensuring mutual benefits for organizations and their clientele. Customers Expect a Lot from Self-Service, and Too Few Get What They Want or Need Customers expect a lot from self-service channels — more than them just being available 24/365. They want answers to myriad questions or issues, and information about products and services. But the average self-service success rate today is just 14%. Improving this rate is a significant or moderate priority for 90% of customer service and support leaders Gartner recently surveyed. Customer support teams must provide always-on problem-solving across all of the self-service channels they offer — from site search to AI chatbots, to the portal to IVR and messaging apps. To think about the entirety of the modern service delivery model — even as customer demands evolve — focus on a few key areas: Gartner recommends that to meet the support organization’s goals and objectives, the self-service experience should include 11 foundational capabilities. Each improves some aspects of CX and elements of the search-to-resolution process. Together they drive significantly more business value, create effortless customer experiences, and improve overall self-service adoption and success. Here are the 11 capabilities: 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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April 15, 2024in Salesforce
2024 outlook for customer service
11Mar

The 2024 Outlook for Customer Service

The cornerstone of upcoming customer service success lies in grasping the contemporary expectations of customers—an experience that is both personalized and interconnected. However, the challenge is to maintain a delicate equilibrium between productivity and cost efficiency without compromising the quality of service. The solution lies in adeptly harnessing the appropriate technology. Looking forward to the future of customer service, generative AI emerges as a pivotal player, offering cost-effective approaches to meet the ever-evolving expectations of customers. Here are three emerging trends to contemplate as you formulate your customer service strategy for 2024. Embracing AI as an Opportunity, Not a Threat: Current research indicates that 45% of decision-makers in the service industry are presently utilizing AI, marking a substantial increase from 24% in 2020. While AI is becoming an integral part of customer service toolkits, more than half of decision-makers have not yet adopted it. Concerns include potential skill gaps, reservations about trust and reliability, and fears of substantial infrastructure investments. It is imperative for companies to exercise caution when deploying powerful technologies like AI. However, those who have embraced AI are already reaping the benefits of enhanced connection, information dissemination, and enrichment in every aspect of customer service. To leverage AI in enhancing service organizations, platforms like Service Cloud Unlimited+ provide comprehensive solutions. The latest training strategies are crucial in transforming service professionals into high-value agents, ensuring a secure and collaborative approach to exceptional customer service. Advancements in Field Service for Frontline Workers: A majority (65%) of mobile workers feel the weight of customer expectations, with 82% struggling to balance speed and quality in field service. Attracting and retaining frontline workers becomes challenging, underscoring the importance of field service management software. High-performing organizations recognize job satisfaction as a major benefit of such software, aiding in tasks traditionally considered time-consuming. AI contributes to the future of customer service in various ways, including predictive maintenance, automation of work summaries, and expanding options for self-service. Integrating AI into frontline workers’ tools with generative responses and work summaries enhances their proactive and productive capabilities. Revenue Generation at the Core of Customer Service: The convergence of sales, service, and commerce continues, driven by AI-driven cross-selling that transforms customer service into a profit center. Forward-thinking organizations pursue an end-to-end view of the customer journey, creating a continuous feedback loop. Communication channels, such as Apple Messages for Business in Service Cloud, facilitate seamless customer interaction. In 2024, service leaders can expect expanded access to customer information, shared goals across functions, and AI-powered insights driving proactive assistance and relationship-building. Metrics traditionally associated with sales and customer service will converge, focusing on customer satisfaction, loyalty, and overall lifetime value. Consolidating tech investments through unified platforms enhances communication and data sharing among departments. 2024 Outlook for Customer Service In constructing your customer service strategy for 2024, the key is to amalgamate data, unify the customer experience, and equip service teams to meet changing expectations while serving business needs. The mission remains to embrace the future of customer service by combining people, technology, and processes for faster, more effective service at scale, with AI playing a pivotal role at every step. The future of customer service commences now. Like Related Posts 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 CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more Why Your Company Isn’t Like a Baseball Team Recently, Chris shared an excellent post about the new World Series Champion Houston Astros. In short, it was a reminder Read more

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March 11, 2024in Salesforce Service Cloud
Exploring Google Vertex AI
21Feb

Vertex AI

Exploring Google Vertex AI Conversation — Dialogflow CX with Generative AI, Data Stores, and Generators Vertex AI Conversation, built on Dialogflow and Vertex AI, introduces generative conversational features that utilize large language models (LLMs) for natural language understanding, crafting responses, and managing conversation flow. These advancements streamline agent design and enhance the quality of interactions. With Vertex AI Conversation, you can employ a state machine approach to develop sophisticated, generative AI-powered agents for dynamic conversation design and automation. In this insight, we’ll delve into the cutting-edge Dialogflow CX Generative AI technology, focusing on Data Stores and Generators. Data Stores: The Library of Information for Conversations Imagine Data Stores as an extensive library. When a question is asked, the virtual assistant acts as a librarian, locating relevant information. Dialogflow CX’s Data Store feature makes it easy to create conversations around stored information from various sources: For data preparation guidance, visit Google’s official documentation. Generators: LLM-Enhanced Dynamic Responses Dialogflow CX also enables Generators to use an LLM directly in Dialogflow CX without webhooks. Generators can perform tasks like summarization, parameter extraction, and data manipulation. Sourced from Vertex AI, they create real-time responses based on your prompts. For example, a Generator can be customized to summarize lengthy answers—an invaluable feature for simplifying conversations in chat or voice applications. You can find common Generator configurations in Google Cloud Platform (GCP) documentation. Creating a Chat Application with Vertex AI To start building, go to the Search and Conversation page in Google Cloud, agree to the terms, activate the API, and select “Chat.” Setting Up Your Agent After naming your agent and configuring data sources, like a Cloud Storage bucket with PDF documents, you’ll see your new chat app under Search & Conversation | Apps. Navigate to Dialogflow CX, where you can use your data store by setting up parameters for the agent and configuring responses. Once your agent is ready, you can test it in the Agent simulator. Adding a Generator for Summarization Using the Generator feature, you can further refine responses. Set parameters to target the Generator’s summarization feature, and link it to a specific page for summarized responses. This improves chat flow, providing concise answers for faster interactions. Integrating with Discord If you want to deploy your agent on platforms like Discord, follow Google’s integration guide for Dialogflow and adjust your code as needed. With the integration, responses will include hyperlinks for easy reference. Conclusion Vertex AI Conversation, with Dialogflow CX, enables powerful, human-like chat experiences by combining LLMs, Data Stores, and Generators. Ready to build your own dynamic conversational experiences? Now is the perfect time to experiment with this technology and see where it can take you. 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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February 21, 2024in Data, Generative AI, Google, Technology
Customer Experience
01Feb

Improving Customer Experiences (CX)

In 2024, maintaining competitiveness requires businesses to prioritize personalization and agility within their customer experience (CX) strategy. Here are strategies for improving customer experiences with programs from Tectonic: By focusing on these key areas, organizations can navigate the continually evolving CX landscape and deliver exceptional customer experiences. Tectonic is ready to collaborate, customizing your Salesforce tools to create remarkable customer experiences. You might want to learn more about Salesforce Marketing Cloud Personalization. This Salesforce tool improves customer experiences using data and automation. 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 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 CRM Cloud Salesforce What is a CRM Cloud Salesforce? Salesforce Service Cloud is a customer relationship management (CRM) platform for Salesforce clients to Read more How Travel Companies Are Using Big Data and Analytics In today’s hyper-competitive business world, travel and hospitality consumers have more choices than ever before. With hundreds of hotel chains Read more

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February 1, 2024in Salesforce Implementation Services, Salesforce Managed Services, Salesforce Personalization
Improve Customer Experience
07Jan

Improve Customer Experience

The Importance of Customer Experience: Turning Every Interaction into a Lasting Impact Customer experience (CX) refers to every interaction a customer has with your brand—from the first touchpoint through to post-purchase support. While the term is often used broadly, its meaning is more nuanced, encompassing the entire customer journey. From the initial ad they see to the quality of their engagement with your customer support, CX reflects the customer’s perception of your brand, compared to the promises you’ve made. Improve Customer Experience. What Is Customer Experience (CX)? At its core, CX measures how customers perceive their interactions with your organization. It goes beyond customer service and spans every touchpoint, whether it’s the ease of navigating your website, the tone of your marketing emails, or the post-purchase support experience. A strong customer experience is critical for fostering brand loyalty and meeting customer expectations at every step of their journey. Why Customer Experience Matters In today’s competitive marketplace, customer expectations are at an all-time high. According to research, 80% of customers say that the experience a company provides is just as important as its products or services. Whether you’re in B2C or B2B, an exceptional customer experience translates into loyalty, brand advocacy, and revenue growth. Some key benefits of prioritizing CX include: Key Elements of a Great Customer Experience Our research highlights several factors that customers deem essential for a great experience: However, many companies fall short of these expectations. For example, 56% of customers report needing to repeat themselves to different representatives, and 55% say it feels like they’re interacting with separate departments rather than a single, unified brand. The good news? A subpar experience can be quickly remedied with exceptional customer service—75% of customers will forgive mistakes after receiving excellent support. How to Measure Customer Experience Measuring CX is essential for understanding what works and where improvements are needed. Popular methods include: Building a Successful CX Management Strategy An effective CX management strategy aligns your entire business around the customer’s needs. It should include continuous feedback loops, data-driven decision-making, and a focus on creating a customer-centric culture. Improve Customer Experience. Key Pillars of a CX Strategy: How to Improve Customer Experience Delivering a standout customer experience requires a combination of people, processes, and technology. Here are five best practices for enhancing your CX: The Role of Experience Management Customer experience management (CXM) goes hand-in-hand with a broader experience management strategy. This includes not only customer interactions but also employee experiences, product quality, and brand perception. By implementing an experience management framework, companies can align technology, culture, and six core competencies to optimize all aspects of customer engagement. The Bottom Line: Customer Experience Drives Success With Salesforce Customer experience is no longer just a buzzword—it’s a critical factor for business success. By understanding and improving the customer journey, you can foster loyalty, reduce churn, and create a long-term competitive advantage. Start by building a strong CX framework, empowering your teams, and making data-driven decisions to lead the way in customer satisfaction. Content updated August 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 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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January 7, 2024in Data, Google, Marketing Automation, Salesforce Copilots, Technology
Salesforce Net Zero Enhancements
14Sep

Salesforce Net Zero Enhancements

Salesforce AI Innovations Boost ESG Reporting in Net Zero Cloud Powered by Einstein, Net Zero Cloud’s generative AI capabilities will suggest reliable, auto-generated responses for ESG reports – Salesforce Net Zero Enhancements CSRD Report Builder automates reporting, and Materiality Assessment empowers ESG managers to identify most relevant ESG topics  Global sports brand Rossignol Group uses Net Zero Cloud to track its carbon footprint; joins 1t.org with commitment to plant 100,000 trees Today at Dreamforce 2023, Salesforce unveiled new Einstein features for Net Zero Cloud to make corporate environmental, social, and governance (ESG) reporting easier for companies as they navigate a rapidly evolving regulatory landscape.  Beginning in 2024, approximately 50,000 companies — including many large, multinationals based in the United States — must comply with the Corporate Sustainability Reporting Directive (CSRD). This includes disclosing both climate-related financial risks and societal impact, along with scope 3 or the emissions generated by a company’s supply chain. The company also introduced two new capabilities for Net Zero Cloud — CSRD Report Builder and Materiality Assessment. The Report Builder automates CSRD report generation, and Materiality Assessment helps organizations determine what is material – both to their business and broader societal impact, the “double materiality” assessment that is a requirement of CSRD. Integrate a complete sustainability management solution into 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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September 14, 2023in Generative AI, Salesforce

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