The current phase of disillusionment is not a dead end but rather a recalibration. As enterprises and vendors align expectations with the technology’s capabilities, generative AI can move beyond the hype to deliver sustainable value.
Meta Joins the Race to Reinvent Search with AI Meta, the parent company of Facebook, Instagram, and WhatsApp, is stepping into the evolving AI-driven search landscape. As vendors increasingly embrace generative AI to transform search experiences, Meta aims to challenge Google’s dominance in this space. The company is reportedly developing an AI-powered search engine designed to provide conversational, AI-generated summaries of recent events and news. These summaries would be delivered via Meta’s AI chatbot, supported by a multiyear partnership with Reuters for real-time news insights, according to The Information. AI Search: A Growing Opportunity The push comes as generative AI reshapes search technology across the industry. Google, the long-standing leader, has integrated AI features such as AI Overviews into its search platform, offering users summarized search results, product comparisons, and more. This feature, now available in over 100 countries as of October 2024, signals a shift in traditional search strategies. Similarly, OpenAI, the creator of ChatGPT, has been exploring its own AI search model, SearchGPT, and forging partnerships with media organizations like the Associated Press and Hearst. However, OpenAI faces legal challenges, such as a lawsuit from The New York Times over alleged copyright infringement. Meta’s entry into AI-powered search aligns with a broader trend among tech giants. “It makes sense for Meta to explore this,” said Mark Beccue, an analyst with TechTarget’s Enterprise Strategy Group. He noted that Meta’s approach seems more targeted at consumer engagement than enterprise solutions, particularly appealing to younger audiences who are shifting away from traditional search behaviors. Shifting User Preferences Generational changes in search habits are creating opportunities for new players in the market. Younger users, particularly Gen Z and Gen Alpha, are increasingly turning to platforms like TikTok for lifestyle advice and Amazon for product recommendations, bypassing traditional search engines like Google. “Recent studies show younger generations are no longer using ‘Google’ as a verb,” said Lisa Martin, an analyst with the Futurum Group. “This opens the playing field for competitors like Meta and OpenAI.” Forrester Research corroborates this trend, noting a diversification in search behaviors. “ChatGPT’s popularity has accelerated this shift,” said Nikhil Lai, a Forrester analyst. He added that these changes could challenge Google’s search ad market, with its dominance potentially waning in the years ahead. Meta’s AI Search Potential Meta’s foray into AI search offers an opportunity to enhance user experiences and deepen engagement. Rather than pushing news content into users’ feeds—an approach that has drawn criticism—AI-driven search could empower users to decide what content they see and when they see it. “If implemented thoughtfully, it could transform the user experience and give users more control,” said Martin. This approach could also boost engagement by keeping users within Meta’s ecosystem. The Race for Revenue and Trust While AI-powered search is expected to increase engagement, monetization strategies remain uncertain. Google has yet to monetize its AI Overviews, and OpenAI’s plans for SearchGPT remain unclear. Other vendors, like Perplexity AI, are experimenting with models such as sponsored questions instead of traditional results. Trust remains a critical factor in the evolving search landscape. “Google is still seen as more trustworthy,” Lai noted, with users often returning to Google to verify AI-generated information. Despite the competition, the conversational AI search market lacks a definitive leader. “Google dominated traditional search, but the race for conversational search is far more open-ended,” Lai concluded. Meta’s entry into this competitive space underscores the ongoing evolution of search technology, setting the stage for a reshaped digital landscape driven by AI innovation. 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
As the vacation ownership industry grows, focus on innovation, personalization, and partnerships sets Salesforce apart. By leveraging Salesforce and Tableau, the company ensures its systems, teams, and customer experiences evolve to meet the expectations of modern travelers, delivering on its promise of unforgettable vacations.
Without measurement, a business is flying by the seat of its pants. In business, as in many areas of life, tracking progress is essential for growth. For example, one individual has been tracking cycling times on the same routes for over five years, and while performance has slowed, improvements in other areas, like taking more time off with family and building stronger client relationships, have been evident. Despite this, many businesses still fail to measure enough, particularly when it comes to understanding key performance indicators. A recent Salesforce survey found that 60% of small businesses rely primarily on cash flow as their key metric, often neglecting other important indicators of business health. For many, the primary measure of success is simply how much money is in the bank account, which, while important, is only a small part of the larger picture. The importance of measurement and metrics for business success and growth cannot be over emphasized. By tracking the right indicators, businesses gain a competitive edge and the ability to adapt and thrive in an ever-changing market. The Importance of Measurement Today, measuring business performance is more critical than ever for several reasons: Key Metrics to Measure While industry-specific metrics are important, there are several universal indicators that every management team should focus on. Thanks to new digital tools, gathering and analyzing these metrics is easier than ever, offering a comprehensive view of a business’s health. The Consequences of Not Measuring Without measurement, businesses are essentially operating without road signs. Small businesses, in particular, may not measure enough, while larger organizations may suffer from “analysis paralysis” by over-measuring and becoming overwhelmed by data. Measurement makes a difference. Just as an individual may track cycling times without measuring other variables like weight or diet, businesses must decide which metrics are most relevant to their success. While some aspects of business may be left unmeasured, others—such as sales, margins, and marketing performance—are vital for growth and strategic decision-making. In conclusion, businesses that embrace measurement are better equipped to navigate challenges, seize opportunities, and ultimately, thrive in a competitive 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
At Dreamforce 2024, Salesforce customers showcased the power of Agentforce by creating over 10,000 autonomous agents, each designed to address specific business challenges. The message was clear: “If you can describe it, Agentforce can do it.” By leveraging Agentforce, customers are able to create a flexible, on-demand digital workforce that operates without limitations, making it easy to build and deploy agents using familiar Salesforce tools and language. Why This Matters: Recent Salesforce research reveals that U.S. consumers often spend up to nine hours interacting with customer service to resolve a single issue. Moreover, 67% of consumers are frustrated when their issues aren’t resolved immediately and may abandon one-third of customer service interactions. This presents a massive opportunity to enhance the customer experience with AI-powered agents. “Piloting Agentforce made a noticeable difference during our busiest period — back-to-school season. We saw a 40% increase in case resolution, surpassing the performance of our old bot. Agentforce helps manage routine tasks, allowing our service teams to focus on more complex cases.” – Kevin Quigley, Director of Process Improvement, Wiley What’s New: Several new solutions are now available to all customers: Going Deeper: Agentforce is fully integrated into the Salesforce Platform, combining powerful data, AI, and the Salesforce Customer 360 ecosystem. This integration unlocks infinite agent capacity and proactive actions across all roles and channels, with full context on every customer interaction. Industry-Specific Examples: Agentforce’s flexibility allows it to serve various industries with tailored solutions: Customer & Analyst Quotes: “Agentforce is enhancing Saks’ ability to provide personalized customer support, automating routine tasks like order tracking, which allows our teams to focus on delivering a high-touch experience.” – Mike Hite, Chief Technology Officer, Saks Global “With Agentforce, OpenTable is automating routine tasks, saving time for our reps to focus on strengthening customer relationships and providing exceptional service to diners and restaurants worldwide.” – George Pokorny, Senior VP of Global Customer Success, OpenTable “By integrating Agentforce with Data Cloud and MuleSoft, we’re unlocking the full potential of our data, driving faster decisions and reimagining how we serve clients.” – Caroline Basyn, Chief Digital & IT Officer, The Adecco Group “Agentforce will revolutionize ezCater’s food management services, blending AI and human interaction to ensure seamless, personalized experiences for every customer.” – Erin DeCesare, CTO, ezCater 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
By adopting a NaaS model, businesses can optimize their networks for the future while focusing on what matters most—their core mission. The era of “hands-free” networking has arrived, and it’s redefining the IT landscape
Leverage AI to Enhance Customer Retention and Reduce Churn Customer churn is among the most expensive challenges businesses face—and one of the hardest to tackle. Predictive and generative AI technologies offer an immediate opportunity to boost retention rates. When applied strategically, these tools can revolutionize how customer service and support teams operate, creating measurable improvements in retention and overall customer satisfaction. A recent McKinsey & Company study highlights the impact of AI in customer service. One company reported a 14% increase in issue resolution and a 9% reduction in issue handling time with generative AI. Requests to escalate to a manager dropped by 25%, and employee retention in service roles improved. When every percentage point matters, AI’s ability to engage and retain customers (and employees) can significantly affect your bottom line and business success. The Cost of Poor Customer Service on Retention Retaining existing customers is far more cost-effective than acquiring new ones. Happy, long-term customers are also more likely to purchase additional products or services, making upselling and cross-selling efforts easier. However, poor customer service experiences—such as lengthy hold times, repeating information, or unhelpful chatbot interactions—can damage customer relationships and lead to churn. As Salesforce points out, these four signs indicate broken customer service: To address these challenges, a seamless, data-driven approach to customer service is essential. Prevent Churn with CRM + AI Customer data spans multiple touchpoints, from website visits to call center interactions. Without a unified view, even the most skilled service teams struggle to deliver exceptional experiences. A solution like Salesforce Service Cloud, enhanced by AI tools such as Agentforce Service Agents, empowers teams to: By combining predictive analytics with a unified customer experience platform, businesses can deliver personalized, proactive service that fosters loyalty. Retention Agent: The AI Solution for Customer Retention Retention Agent, part of Tectonic’s Agentforce suite, leverages AI to identify at-risk customers and equip sales, service, and support teams with actionable insights. It provides recommendations for re-engagement strategies, personalized offers, and targeted communications to prevent costly churn. Here’s how Retention Agent works: By integrating AI into customer service operations, businesses can stay ahead of churn, improve satisfaction, and build stronger, longer-lasting customer relationships. 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
Clippy-gate: Why Salesforce vs. Microsoft is More Than a Marketing Spat Salesforce and Microsoft are clashing once again, this time over AI and intelligent agents. What started as a seemingly lighthearted joke by Salesforce CEO Marc Benioff at Dreamforce—mocking Microsoft’s Copilot as a “Clippy 2.0″—has escalated into a significant dispute. This confrontation extends beyond the typical vendor rivalry, touching on enterprise AI’s future and its implications for businesses. A History of Rivalry Salesforce and Microsoft have a long history of competition. Past disputes included lawsuits and marketing stunts, such as Microsoft’s ill-fated 2010 Dreamforce gimmick involving a “defecting” Salesforce customer. While the two companies briefly found common ground under Microsoft CEO Satya Nadella, this détente dissolved amidst antitrust challenges over Microsoft’s LinkedIn acquisition and an aborted attempt to acquire Salesforce. Benioff has since reverted to openly criticizing Microsoft. The latest round of hostilities centers on Microsoft’s announcement of ten AI agents for Dynamics 365, coinciding with the release of Salesforce’s Agentforce. Benioff has doubled down, accusing Microsoft of overhyping Copilot and failing to meet enterprise AI standards. Benioff’s Allegations Benioff’s critiques have been relentless. He has accused Microsoft of misleading customers about AI capabilities, claiming that Copilot “spews data all over the floor” and lacks the security, metadata, and integration necessary for enterprise use. On social media, he dismissed Copilot as “panic mode” rebranding, contrasting it with Agentforce, which he describes as a transformative platform integrated with enterprise data and workflows. Microsoft’s Position Microsoft has largely refrained from engaging directly. Nadella, during a European AI tour, promoted Copilot as “the UI for AI,” positioning it as the interface to a broader AI ecosystem. However, his remarks avoided addressing Benioff’s criticisms, leaving Salesforce’s claims unanswered. Implications for Enterprise AI This debate highlights critical issues for businesses adopting AI technologies. While Salesforce has emphasized pragmatism, acknowledging AI’s uncertainties, Microsoft’s perceived lack of response risks leaving questions unanswered. The stakes are high, with both companies vying for leadership in a rapidly evolving market. What’s Next? How Microsoft responds—or doesn’t—will shape this rivalry’s trajectory. A direct rebuttal could clarify its AI vision, but staying silent risks ceding thought leadership to Salesforce. For businesses navigating the complexities of enterprise AI, understanding these dynamics is essential to making informed decisions. As the AI landscape unfolds, this conflict underscores the competitive importance of securing trust and demonstrating actionable value. For now, the war of words is as much about shaping perceptions as it is about delivering results. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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
Salesforce Modernizes Heroku PaaS with Kubernetes, .NET, and More Salesforce is rolling out a significant upgrade to Heroku, its popular Platform-as-a-Service (PaaS), to better align with modern developer needs. Key enhancements include support for Amazon Elastic Container Registry (ECR), AWS Global Accelerator, Elastic Kubernetes Service (EKS), AWS Graviton processors, and AWS Bedrock. The revamped platform, dubbed the Heroku Next Generation Platform, was unveiled at the AWS Re:Invent 2024 conference. While some features are in public beta, Salesforce plans to fully release additional capabilities by 2025. Catering to the Modern DeveloperHeroku’s overhaul reflects the growing dominance of Kubernetes and the increasing demand for AI-enabled applications, including autonomous ones built in Salesforce’s Agentforce. Rebecca Wettemann, founder of Valoir, notes that these trends required Salesforce to evolve Heroku to remain competitive in the PaaS market. Kubernetes, for instance, is widely used for app containerization across clouds, while AI applications are becoming a focal point for many developers. “The update broadens Heroku’s appeal to developers who rely on Kubernetes or are building AI applications,” Wettemann said. Another notable addition is support for open telemetry, a standardized approach to monitoring app performance. Developers can now stream real-time metrics such as app health and container logs into their preferred visualization tools. “This integration offers unparalleled flexibility for our customers to work with a wide ecosystem of telemetry collectors,” said Gail Frederick, Heroku’s CTO at Salesforce. Introducing .NET SupportOne of the standout updates is the inclusion of .NET, a widely used open-source framework. Developers can now use .NET languages such as C#, F#, and Visual Basic alongside Heroku’s existing support for languages like Python, Ruby, Java, Node.js, and Scala. This strategic move aligns Heroku with a broader audience, especially developers familiar with Microsoft’s ecosystem. “Heroku is all about developer choice,” said Frederick. “Adding .NET ensures we continue to serve diverse needs.” Streamlining Development and DeploymentHeroku aims to simplify app development by automating infrastructure management and lifecycle tasks. “Heroku is the platform developers turn to when they need things to work without thinking about infrastructure,” said Adam Zimman, Senior Director of Product Marketing at Heroku. The platform abstracts complex deployment steps, such as configuration, provisioning, and autoscaling, enabling developers to focus on coding and innovation. Apps are deployed as pre-packaged “slugs” that run on Heroku’s dynos, isolated Unix-based containers. Developers can scale their apps dynamically by adding or removing dynos via the platform’s management interface. Efficiency Gains for BusinessesZimman highlighted the efficiency benefits of Heroku’s approach, projecting up to a 40% boost in developer productivity and a 30% reduction in developer expenses. “By taking care of the heavy lifting, we enable businesses to deliver applications faster and more cost-effectively,” he explained. Heroku also offers over 500 pre-built add-ons and build packs, covering functions like messaging, database management, and email services. These integrations provide additional flexibility and speed up the development lifecycle. Scaling Beyond StartupsWhile Heroku is often associated with startups, Salesforce has scaled the platform to accommodate enterprise-grade applications. “Heroku now evolves with your business,” said Chris Peterson, Senior Director of Product Management at Heroku. The platform has powered over 13 million applications and 38 million managed data stores since its launch in 2007. Many Salesforce applications also run on Heroku, leveraging deep integrations to extend the Salesforce ecosystem seamlessly. Heroku’s pricing starts at $7 per month for a basic plan and scales up to $40,000 per month for enterprise-grade solutions, ensuring it meets the needs of organizations of all sizes. With these updates, Heroku continues to position itself as a go-to platform for developers, enabling faster time-to-market, reduced operational complexity, and a better overall development experience. 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
Salesforce Expands Partnership with AWS: AI and Marketplace Integration Salesforce (NYSE: CRM) is making significant strides in its partnership with Amazon (NASDAQ: AMZN), unveiling an expanded collaboration at AWS. Customers can now purchase Salesforce products directly through the AWS Marketplace, paying with AWS credits. This integration aims to simplify access to Salesforce offerings, enhance data integration capabilities, and leverage generative AI tools. Key Announcements: Marc Benioff, Chair and CEO of Salesforce, highlighted the importance of this milestone: “We’re bringing together the No. 1 AI CRM provider and the leading cloud provider to deliver a trusted, open, integrated data and AI platform. With these enhancements to our partnership, we’re enabling all of our customers to be more innovative, productive, and successful in this new AI era.” AWS CEO Adam Selipsky echoed these sentiments, emphasizing how the partnership will enable joint customers to “innovate, collaborate, and build more customer-focused applications.” Strategic Benefits: Revenue-Sharing Structure: Like app stores, Amazon will take a percentage of Salesforce’s revenue generated through AWS Marketplace. Despite this, the potential growth in sales and efficiency gains may outweigh the costs. Market Reaction: Following the announcement, both Salesforce and Amazon shares experienced a boost in premarket trading, signaling investor optimism about the partnership’s potential. This expansion reinforces Salesforce’s strategy of aligning with major cloud providers to meet growing demand for AI-driven, integrated data platforms. As this collaboration evolves, it is poised to drive significant value for businesses navigating the AI and data revolution. 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
Salesforce’s Agentforce is brimming with potential, but unlocking its full capabilities requires more than just real-time data—it demands access to rich, historical datasets. Agentforce thrives on robust time-series data to recognize patterns, track trends, and deliver accurate predictions. While Salesforce excels at capturing real-time data, significant gaps exist when it comes to historical insights. Without this essential context, AI initiatives risk falling short, generating outputs that fail to account for long-term trends and evolving customer behavior. The Power of Historical Data in AI Performance Comprehensive historical data provides the depth and context that AI models like Agentforce need to excel. By incorporating this data, businesses can enable smarter predictions, uncover hidden patterns, and drive more meaningful insights—giving them a decisive edge in competitive markets. Introducing Own Discover: Unlocking Historical Data To bridge the historical data gap, Salesforce has introduced Own Discover—a secure, scalable data service designed to make historical Salesforce data readily accessible for AI models. This groundbreaking tool empowers admins to harness the full value of their organization’s historical data, fueling platforms like Agentforce to accelerate AI-driven innovation. Key Benefits of Own Discover Elevating Agentforce with Historical Data For Salesforce admins, historical data has become essential, not optional, for maximizing AI success. By integrating tools like Own Discover, admins can provide Agentforce with the datasets it needs to deliver reliable, actionable insights. This not only improves AI performance but also positions admins as strategic enablers of their company’s AI-driven transformation. With Own Discover, Salesforce makes historical data a strategic asset—unlocking the full potential of Agentforce and empowering businesses to embrace AI with confidence. 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
Salesforce’s latest financial results delivered strong numbers, but the real story of the moment is Agentforce—a revolutionary step into the emerging Digital Labor market. CEO Marc Benioff has made it clear that this platform will be the centerpiece of Salesforce’s strategy moving into 2025. Financial Performance In Q3, Salesforce posted an impressive $9.44 billion in revenue, an 8% year-over-year increase, with net income rising 25% to $1.5 billion. Here’s the breakdown of revenue by cloud segment: The company also raised its revenue guidance for the fiscal year, now projecting $37.8–$38 billion, up 8%–9% year-over-year. Following the announcement, Salesforce shares jumped 10%. Enter Agentforce: The Future of Work The post-earnings call focused heavily on Agentforce, which Benioff describes as more transformative than the data management market itself. Launched in late October, Agentforce has already secured 200 deals and boasts a significant pipeline of potential transactions. According to Benioff: “Agentforce is the next evolution of Salesforce—a platform where AI agents work alongside humans in a digital workforce, amplifying and augmenting human capabilities while delivering unparalleled speed.” Benioff envisions a world where these AI agents not only assist humans but also transform entire industries. He stated: “Agentforce will drive a new era of economic growth by unlocking a scalable digital workforce, providing businesses the ability to achieve both scale and efficiency simultaneously.” Early Adoption and Use Cases Agentforce’s potential is already being realized by customers across industries, including FedEx, Adecco, Accenture, ACE Hardware, IBM, and RBC Wealth Management. For instance: Internally, Salesforce has integrated Agentforce into its operations, using it to handle over 60 million help portal sessions and 2 million support cases annually. This internal transformation hints at broader industry impacts as businesses adopt Agentforce to automate and optimize workflows. Implications for the Workforce Benioff addressed how Agentforce will reshape traditional workforces, emphasizing that this shift doesn’t necessarily mean job losses. Instead, companies will need to rebalance their headcounts, focusing on areas critical for growth while automating routine tasks. Salesforce itself is hiring 1,400 sales account executives globally to capitalize on Agentforce’s growing demand. Benioff argued: “History has shown us that disruption brings new opportunities. Entire industries will emerge, fueled by creativity and innovation, as Agentforce enables organizations to solve challenges and reach new heights.” Competitive Landscape Salesforce faces competition in the AI agent space, particularly from Microsoft’s Copilot. However, Benioff was quick to point out that Salesforce’s AI solutions are deeply integrated with its platform and customer data, offering a unique advantage: “While others tout AI, Salesforce operates its company on its platform with low hallucination rates, thanks to training on 300 petabytes of real company data.” Looking Ahead As Salesforce heads into 2025, Agentforce is set to dominate its strategy. This shift mirrors past pivotal moments in tech, such as Microsoft’s 1995 pivot to the internet. Salesforce executives, led by Benioff, are laser-focused on driving Agentforce adoption, positioning it as the linchpin of the company’s growth and innovation. Chief Operating Officer Brian Millham reinforced this vision, highlighting the potential for Agentforce across all Salesforce clouds—from Service Cloud to Marketing Cloud and Data Cloud: “The initial 200 deals are just the tip of the iceberg. The opportunity ahead for Agentforce is massive.” Conclusion Salesforce’s Q3 results showcased strong financial performance, but the real excitement lies in Agentforce. By spearheading the Digital Labor revolution, Salesforce is not only reshaping its own operations but also helping businesses worldwide unlock new levels of productivity, innovation, and economic growth. As 2025 unfolds, all eyes will be on Salesforce to see how it delivers on this bold vision. 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
Advanced Edition of Marketing CloudSalesforce continues to innovate and grow, enabling Trailblazers to scale efficiently and achieve their goals. The Winter ’25 Release offers time-saving features, enhanced analytics, and tools designed to optimize resources. Here’s a comprehensive look at the latest updates: Analytics Enhancements Streamlined Reporting and Insights Marketing Cloud Intelligence Optimize Campaign Performance Permissions and List View Enhancements Dynamic and Responsive Interfaces Enhanced Data Cloud Capabilities Unify and Leverage Data Across Customer 360 Improved Integrations and Connectivity Generative and Predictive AI Features Einstein Platform Upgrades Marketing Cloud Enhancements Streamlined Setup and Management Unlocking the Power of Winter ’25From revolutionizing multi-org architecture to integrating advanced AI and streamlining campaign management, Salesforce Winter ’25 helps marketers achieve unprecedented levels of growth, personalization, and operational efficiency. Explore these updates today to transform your business with data-driven decisions and cutting-edge technology! 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
Tectonic is a leader in Salesforce solutions for the timeshare industry. We help you unify data, connect your systems, and create unforgettable guest experiences while simplifying the management of your business lines.
MoEngage, a leading cross-channel customer engagement platform, has launched new features designed to help marketers quickly adapt to shifting consumer behaviors. These updates, introduced at the bi-annual MoEngage NEXT event, include Connected Apps for seamless data integration, a Salesforce CRM integration for streamlined data exchange, and Coupons for managing single-use discounts. “Our new capabilities reinforce our commitment to empowering marketers with tools to understand and adapt to evolving consumer expectations,” said Raviteja Dodda, CEO and Co-Founder of MoEngage. “These innovations enable our clients to scale personalized engagement based on individual preferences and behaviors.” Tackling Fragmented Engagement Tools Marketers often struggle to deliver personalized experiences due to disconnected engagement tools and data silos. To bridge this gap, MoEngage introduced Connected Apps, a low-code framework that integrates data across messaging platforms, advertising channels, IVR systems, data warehouses, and chatbots. Enhanced Integration with Salesforce CRM The new bi-directional native integration with Salesforce CRM simplifies data exchange between the two platforms. Marketers can now trigger real-time personalized campaigns without needing costly custom integrations. This integration not only improves efficiency but also reduces operational costs. Streamlining Coupon Management To enhance customer engagement, MoEngage launched Coupons, a feature that helps marketers allocate and manage single-use discount codes from a centralized dashboard. The tool includes real-time updates on coupon status, alerts for shortages and expiration dates, and ingestion tracking, ensuring smooth campaign execution while optimizing costs. Driving Scalable and Personalized Engagement With these innovations, MoEngage continues to solidify its position as a go-to platform for marketers seeking to adapt quickly to consumer trends. By addressing common pain points like data fragmentation and inefficient tools, MoEngage enables marketers to deliver meaningful, personalized customer experiences at scale. 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
