Marketing Archives - gettectonic.com - Page 5
gen z and retail travel
25Nov

Gen Z and Retail Travel Insights

Is Travel Retail Ready for Gen Z? New Research Highlights Gaps in Alignment The latest research from Swiss-based travel retail agency m1nd-set sheds light on the shopping and travel behaviors of Gen Z—a group poised to become the largest segment of traveling shoppers within the next few years. The findings reveal a pressing need for the travel retail industry to better align its offerings with the unique expectations and values of this influential generation. Gen Z: A Generation with Distinct Values and Habits Peter Mohn, CEO and Owner of m1nd-set, emphasized the importance of prioritizing Gen Z consumers, noting their markedly different behaviors compared to other generations. “Like the focus placed on Millennials and Chinese consumers in recent years, it’s critical to give equal or greater attention to Gen Z. This generation exhibits distinct traits, particularly in their consumer habits, lifestyle preferences, and media consumption,” Mohn said. Key insights from m1nd-set’s research include: How Gen Z is Reshaping Travel and Retail The research highlights how Gen Z is redefining the travel industry by prioritizing experiences that are authentic, eco-conscious, and culturally meaningful over traditional luxury goods and activities. “Gen Zs are reshaping tourism,” Mohn explained, “by focusing on flexible, short-haul travel and unique experiences. They spend a significant portion of their budgets on international travel, favoring local and sustainable options over dining or shopping at home. Cultural experiences resonate far more than nightlife or traditional tourism.” Key data points from m1nd-set’s study include: Challenges in Engaging Gen Z in Travel Retail Despite their growing presence, the research highlights key challenges in converting Gen Z travelers into loyal shoppers in duty-free and travel retail spaces: Opportunities for Travel Retail: Winning Over Gen Z Mohn emphasized the vital role of shop floor sales staff in boosting Gen Z conversion rates, noting that interactions with staff positively influence purchase decisions for over 70% of Gen Z shoppers who engage with them. To capture the attention of this discerning generation, m1nd-set recommends that travel retail businesses: A Generation of Growing Influence By 2030, Gen Z and their successors, Gen Alpha, are expected to spend three times as much as all other generations combined. Currently, Gen Z already wields a staggering $200 billion in spending power, solidifying their position as a key demographic for travel retail. However, to fully tap into this potential, the industry must evolve quickly to meet the demands of this purpose-driven, tech-savvy, and sustainability-focused generation. As Mohn concluded, “Travel retail must become more than just a place to shop—it should be an engaging, socially conscious destination that resonates deeply with Gen Z values.” Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

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November 25, 2024in Data, Salesforce Hospitality Travel and Transportation
Tools to Liberate Salesforce Data
25Nov

Salesforce Chose a Human-First Approach to Promote AI

Why Salesforce Chose a Human-First Approach to Promote AI Salesforce won Gold in the Use of GenAI category at The Drum Awards for Advertising by creatively addressing AI-related concerns while demonstrating the power of responsible AI adoption. Here’s a look at the award-winning campaign. Salesforce Chose a Human-First Approach to Promote AI. The Challenge The rapid adoption of AI last year triggered widespread anxiety. Many professionals felt their jobs were at risk, and concerns grew over AI’s trustworthiness, ethical implications, and potential to replace human talent. Businesses needed to address this apprehension while showcasing the transformative potential of AI in a responsible manner. The Strategy Amid the rising uncertainty, Salesforce saw an opportunity to lead the conversation by aligning the campaign with one of its core values: innovation. Rather than positioning AI as an independent solution, Salesforce sought to show that its true power lies in the hands of creative humans who apply it thoughtfully. The campaign aimed to demonstrate that AI isn’t inherently good or bad—it’s a tool, and its impact depends on how it’s used. Salesforce’s creative and production teams integrated generative AI as an assistant, ensuring that AI enhanced human creativity rather than replacing it. This approach positioned Salesforce as a leader in responsible AI adoption, both within the creative industry and across broader business applications. The Campaign Execution Salesforce embraced a “walk the walk” approach to responsible AI by using generative AI tools to assist, not replace, its human creatives. The result was a campaign that resonated deeply with Salesforce’s target audience of business decision-makers, sparking conversations around trust and innovation. The Results The Ask More of AI campaign achieved exceptional outcomes across various metrics: Salesforce Chose a Human-First Approach to Promote AI By adopting a balanced approach—leveraging AI to enhance human creativity without replacing it—Salesforce successfully addressed AI-related fears while positioning itself as a trusted innovator. The campaign not only elevated Salesforce’s brand but also set a benchmark for responsible AI use in marketing. Through “Ask More of AI,” Salesforce demonstrated that trust and purpose are the cornerstones of unlocking AI’s potential. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 25, 2024in AI Tools, Generative AI
healthcare Can prioritize ai governance
22Nov

Salesforce Data Governance

Salesforce Data Governance Best Practices Salesforce provides a centralized platform for managing customer relationships, but without proper data governance, the system can quickly become unmanageable. Data governance ensures the accuracy, security, and usability of the vast amounts of information collected, helping teams make better decisions and maximizing the value of Salesforce investments. By establishing robust processes and policies, organizations can maintain clean, compliant, and reliable data. Here’s an overview of data governance in Salesforce, its importance, and strategies to implement it effectively. What Is Data Governance in Salesforce? Data governance in Salesforce refers to the practices that monitor and manage data accuracy, security, and compliance. Proper governance ensures your Salesforce data remains trustworthy and actionable, avoiding issues like errors, duplicates, and regulatory violations. Key Components of Salesforce Data Governance: Strong governance enables organizations to make informed decisions and unlock Salesforce’s full potential. The Impact of Data Governance on Decision-Making Accurate and well-governed data empowers leaders to make strategic, data-driven decisions. With clean and current records, organizations can: Good governance ensures data integrity, leading to smarter decisions and improved business performance. Principles of Effective Salesforce Data Governance Building a strong data governance framework starts with these core principles: 1. Data Ownership Assign clear ownership of datasets to specific individuals, teams, or departments. Owners are accountable for maintaining data quality, ensuring compliance, and resolving issues efficiently. Benefits include: 2. Monitoring and Compliance Conduct regular audits to ensure data accuracy, detect unauthorized access, and maintain compliance with regulations. Tools like Salesforce’s built-in monitoring features or third-party solutions (e.g., Validity DemandTools) can streamline this process. Audit checks should include: Consistent monitoring safeguards sensitive data and avoids costly fines, particularly in heavily regulated industries like healthcare and finance. Steps to Develop a Data Governance Strategy Techniques for Maintaining High-Quality Data High-quality data is the backbone of Salesforce governance. Apply these techniques to ensure your data meets quality standards: Standardizing Data for Better Governance Data standardization ensures consistency across Salesforce records, improving analysis and operational efficiency. Examples include: Leveraging Data Management Tools Data management tools are essential for maintaining data integrity and enhancing governance. Benefits include: By integrating these tools into your Salesforce processes, you can establish a solid foundation for data governance while boosting operational efficiency. Final Thoughts Effective data governance in Salesforce is critical for maintaining data quality, ensuring compliance, and empowering teams to make strategic decisions. By following best practices and leveraging the right tools, organizations can maximize the value of their Salesforce investment and drive long-term success. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 22, 2024in Data, Salesforce, Technology
Value-Based Care Technologies
22Nov

Value-Based Care Technologies

Essential Technologies for Value-Based Care Success As healthcare providers increasingly adopt value-based care, they must invest in the right technologies and resources to succeed in this model, which incentivizes high-quality, cost-effective care. Value-Based Care Technologies tie reimbursement to care quality, making providers accountable for patient outcomes while providing resources to enhance care. As of 2021, nearly 60% of healthcare payments were already tied to value-based models, according to the Health Care Payment Learning and Action Network (HCP LAN). While partnerships can initiate value-based care, providers must invest in the right technology to fully achieve the intended outcomes. Health Information Exchange (HIE) A robust health information exchange (HIE) is fundamental to value-based care, as it enables providers and payers to access high-quality data seamlessly. HIE allows healthcare professionals to share patients’ medical information electronically across organizations, promoting care coordination by giving providers a comprehensive view of patient needs. For patients, HIE enables more informed involvement in their care by making their health data accessible across specialists, labs, and pharmacies. While joining an HIE may involve new technology investments and workflow adjustments, it ultimately enhances provider access to critical health data. Population Health Management Tools Population health management tools help providers assess health outcomes within groups rather than focusing on individuals alone. These tools aggregate and analyze data, allowing practices to identify high-risk patients and create targeted interventions. This not only enhances health outcomes but can also reduce costs by avoiding expensive treatments. Patient engagement tools, such as telehealth and remote patient monitoring, are essential in population health management, especially for monitoring high-risk patients when in-person care is not feasible. Digital surveys integrated within patient portals can provide insights into social determinants of health, adding a broader context to patient needs. Data Analytics Data analytics transform healthcare data into actionable insights across four types: descriptive, diagnostic, predictive, and prescriptive. Providers can use these analytics to reduce hospital readmissions, predict diseases, and identify chronic illnesses. Data integration and risk stratification capabilities are especially valuable in value-based care, enabling providers to track patient health outcomes effectively and prioritize high-risk cases. Artificial Intelligence & Machine Learning AI and machine learning support many data analytics functions, helping identify patient needs and easing administrative burdens. Given staffing shortages and burnout—reported by 63% of physicians in 2021, according to the American Medical Association (AMA)—AI can automate tasks like documentation, charting, and scheduling, allowing providers to focus more on patient care. Additionally, AI-driven automation in revenue cycle management tasks, such as billing and coding, can reduce the administrative workload associated with value-based care. Price Transparency Technology Price transparency empowers patients to seek cost-effective care, a core principle of value-based models. When providers comply with transparency regulations, patients can better understand their costs and make informed decisions. For providers, leveraging price transparency tools ensures compliance and facilitates partnerships with payers by enabling more effective negotiation, which supports the overall goals of value-based care. As healthcare continues shifting to value-based models, investing in these technologies is critical for providers aiming for long-term success. While these tools rdo equire substantial investment, they are essential for improving patient outcomes, optimizing care quality, and ensuring sustainability in value-based care. When evaluating and choosing healthcare technology tools, contact Tectonic for help. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 22, 2024in AI Tools, Artificial Intelligence, Data, Life Sciences Cloud, Salesforce, Salesforce Development Services, Salesforce Foundations, Salesforce Health and Life Sciences Solutions, Salesforce Health Cloud, Salesforce Implementation Services, Salesforce Optimization, Technology
Collaborative Business Intelligence
21Nov

Collaborative Business Intelligence

Collaborative BI combines BI tools with collaboration platforms, enabling users to connect data insights directly within their existing workflows. This integration enhances decision-making by reducing misunderstandings and fostering teamwork through real-time or asynchronous discussions about data. In traditional BI, data analysis was handled by data scientists and statisticians who translated insights for business users. However, the rise of self-service BI tools has democratized data access, allowing users of varying technical skills to create and share visualizations. Collaborative BI takes this a step further by embedding BI functions into collaboration platforms like Slack and Microsoft Teams. This setup allows users to ask questions, clarify context, and share reports within the same applications they already use, enhancing data-driven decisions across the organization. One real-life time saver in my experience is being able as a marketer to dig in to our BI and generate lists myself, without depending upon a team of data scientists. Benefits of Collaborative BI Leading Collaborative BI Platforms Several vendors offer collaborative BI solutions, each with unique integrations for communication and data sharing: Collaborative BI bridges data analysis with organizational collaboration, creating an agile environment for informed decision-making and effective knowledge sharing across all levels. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 21, 2024in Data, Salesforce
Ready or Not Here AI Agents Come
20Nov

Ready or Not Here AI Agents Come

As organizations embrace the growing presence of AI agents, leaders must address concerns about allowing autonomous systems to operate in sensitive environments. AI agents, often viewed as the future of how enterprises deploy large language models, raise important questions around security and identity management. The rise of agentic AI has been notable in 2024, with Google launching its Vertex AI Agents, Salesforce introducing Agentforce, and AWS rolling out the re Agent for Amazon Bedrock. These agents promise to deliver significant value by executing tasks using natural language commands, reasoning through the best solutions, and taking action without human intervention. However, as Katie Norton, research manager for DevSecOps & Software Supply Chain Security at IDC, highlighted at Venafi’s Machine Identity Conference, AI agents present unique security challenges. Unlike robotic process automation (RPA), AI agents act autonomously, creating a need for secure machine identities, especially as they access sensitive data across multiple systems. Matt McLarty, CTO at Boomi, added that the complexity of managing agentic AI revolves around ensuring proper authentication and authorization. He pointed out scenarios where agents dynamically interact with systems, such as opening support tickets, which require secure verification of agent access rights. While these agents offer significant potential, businesses are not yet prepared to issue credentials for autonomous agents, according to McLarty. The current reliance on existing authentication and authorization systems needs to evolve to support these new AI capabilities. He also emphasized the importance of pairing agents with human oversight, ensuring that access and actions are traceable. As AI advances into its third wave, characterized by autonomous agents capable of reasoning and action, companies need to rethink their approaches to workforce collaboration. These agents will handle low-value, time-consuming tasks, while human workers focus on strategic initiatives. In sales, for example, AI agents will manage customer interactions, schedule meetings, and resolve basic issues, allowing salespeople to build deeper relationships. At Dreamforce 2024, Salesforce unveiled Agentforce, a platform that empowers organizations to build and deploy customized AI agents across service, sales, marketing, and commerce. This suite aims to increase efficiency, productivity, and customer satisfaction. However, for AI agents to succeed, they must complement human skills and operate within established guardrails. Organizations need to implement audit trails to ensure accountability and develop training programs for employees to effectively collaborate with AI. Ultimately, the future of work will feature a hybrid workforce where humans and AI agents work together to drive innovation and success. As companies move forward, they must ensure AI agents understand their limits and recognize when human intervention is necessary. This balance between AI-driven efficiency and human oversight will enable businesses to thrive in an ever-evolving landscape. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 20, 2024in Data, Enterprise, Google, Salesforce
AI Productivity Paradox
20Nov

AI Productivity Paradox

The AI Productivity Paradox: Why Aren’t More Workers Using AI Tooks Like ChatGPT?The Real Barrier Isn’t Technical Skills — It’s Time to Think Despite the transformative potential of tools like ChatGPT, most knowledge workers aren’t utilizing them effectively. Those who do tend to use them for basic tasks like summarization. Less than 5% of ChatGPT’s user base subscribes to the paid Plus version, indicating that a small fraction of potential professional users are tapping into AI for more complex, high-value tasks. Having spent over a decade building AI products at companies such as Google Brain and Shopify Ads, the evolution of AI has been clearly evident. With the advent of ChatGPT, AI has transitioned from being an enhancement for tools like photo organizers to becoming a significant productivity booster for all knowledge workers. Most executives are aware that today’s buzz around AI is more than just hype. They’re eager to make their companies AI-forward, recognizing that it’s now more powerful and user-friendly than ever. Yet, despite this potential and enthusiasm, widespread adoption remains slow. The real issue lies in how organizations approach work itself. Systemic problems are hindering the integration of these tools into the daily workflow. Ultimately, the question executives need to ask isn’t, “How can we use AI to work faster? Or can this feature be built with AI?” but rather, “How can we use AI to create more value? What are the questions we should be asking but aren’t?” Real-world ImpactRecently, large language models (LLMs)—the technology behind tools like ChatGPT—were used to tackle a complex data structuring and analysis task. This task would typically require a cross-functional team of data analysts and content designers, taking a month or more to complete. Here’s what was accomplished in just one day using Google AI Studio: However, the process wasn’t just about pressing a button and letting AI do all the work. It required focused effort, detailed instructions, and multiple iterations. Hours were spent crafting precise prompts, providing feedback, and redirecting the AI when it went off course. In this case, the task was compressed from a month-long process to a single day. While it was mentally exhausting, the result wasn’t just a faster process—it was a fundamentally better and different outcome. The LLMs uncovered nuanced patterns and edge cases within the data that traditional analysis would have missed. The Counterintuitive TruthHere lies the key to understanding the AI productivity paradox: The success in using AI was possible because leadership allowed for a full day dedicated to rethinking data processes with AI as a thought partner. This provided the space for deep, strategic thinking, exploring connections and possibilities that would typically take weeks. However, this quality-focused work is often sacrificed under the pressure to meet deadlines. Ironically, most people don’t have time to figure out how they could save time. This lack of dedicated time for exploration is a luxury many product managers (PMs) can’t afford. Under constant pressure to deliver immediate results, many PMs don’t have even an hour for strategic thinking. For many, the only way to carve out time for this work is by pretending to be sick. This continuous pressure also hinders AI adoption. Developing thorough testing plans or proactively addressing AI-related issues is viewed as a luxury, not a necessity. This creates a counterproductive dynamic: Why use AI to spot issues in documentation if fixing them would delay launch? Why conduct further user research when the direction has already been set from above? Charting a New Course — Investing in PeopleProviding employees time to “figure out AI” isn’t enough; most need training to fully understand how to leverage ChatGPT beyond simple tasks like summarization. Yet the training required is often far less than what people expect. While the market is flooded with AI training programs, many aren’t suitable for most employees. These programs are often time-consuming, overly technical, and not tailored to specific job functions. The best results come from working closely with individuals for brief periods—10 to 15 minutes—to audit their current workflows and identify areas where LLMs could be used to streamline processes. Understanding the technical details behind token prediction isn’t necessary to create effective prompts. It’s also a myth that AI adoption is only for those with technical backgrounds under 40. In fact, attention to detail and a passion for quality work are far better indicators of success. By setting aside biases, companies may discover hidden AI enthusiasts within their ranks. For example, a lawyer in his sixties, after just five minutes of explanation, grasped the potential of LLMs. By tailoring examples to his domain, the technology helped him draft a law review article he had been putting off for months. It’s likely that many companies already have AI enthusiasts—individuals who’ve taken the initiative to explore LLMs in their work. These “LLM whisperers” could come from any department: engineering, marketing, data science, product management, or customer service. By identifying these internal innovators, organizations can leverage their expertise. Once these experts are found, they can conduct “AI audits” of current workflows, identify areas for improvement, and provide starter prompts for specific use cases. These internal experts often better understand the company’s systems and goals, making them more capable of spotting relevant opportunities. Ensuring Time for ExplorationBeyond providing training, it’s crucial that employees have the time to explore and experiment with AI tools. Companies can’t simply tell their employees to innovate with AI while demanding that another month’s worth of features be delivered by Friday at 5 p.m. Ensuring teams have a few hours a month for exploration is essential for fostering true AI adoption. Once the initial hurdle of adoption is overcome, employees will be able to identify the most promising areas for AI investment. From there, organizations will be better positioned to assess the need for more specialized training. ConclusionThe AI productivity paradox is not about the complexity of the technology but rather how organizations approach work and innovation. Harnessing AI’s potential is simpler than “AI influencers” often suggest, requiring only

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November 20, 2024in AI Tools, Data, Einstein 1 Platform, Generative AI, Google, Technology
How Does Salesforce Use AI
19Nov

How Does Salesforce Use AI

With all the buzz in the news about AI, it may feel like AI is everywhere. In fact, as of 2023, over 80% of global companies report adopting AI to enhance their business operations. This means if your company isn’t yet leveraging AI to strengthen customer relationships, you risk falling behind. The good news is that Salesforce CRM already comes with a suite of AI tools ready for use. In this insight, we’ll explore how combining quality data, AI, and Salesforce can help you build more meaningful, lasting relationships with your customers. How Does Salesforce Use AI? Salesforce offers various built-in functionalities to create customizable, predictive, and generative AI experiences tailored to your business needs. One standout tool is Agentforce, which enables the creation of autonomous AI agents. If you have numerous routine tasks but limited staff, Agentforce could be the solution. For instance, if you lack an in-house customer support agent, Agentforce can build an AI service agent to handle incoming cases, responding intuitively in real-time. Not enough sales reps? No problem—create an AI sales agent to manage records, interact with leads, answer questions, and schedule meetings. Another significant AI feature is generative AI in Salesforce. According to KPMG, 77% of executives believe generative AI will have a more profound societal impact in the next three to five years than any other emerging technology. So, how can it improve your business? Salesforce’s in-house LLM, xGen, helps you generate human-like text and create original visual content from existing data or user input. This capability can enhance user experiences by automating the generation of dynamic and personalized imagery for applications. Generative AI also transforms how users interact with and consume data. Complex datasets can now be converted into easily understandable formats—visualizations, charts, or graphs—generated from natural language prompts. These insights make data accessible, enabling users to share knowledge and drive informed decisions. How Can You Use AI to Improve Customer Relationships? AI is reshaping business models, workflows, and customer engagement. By harnessing quality data, AI, and Salesforce, you can enhance how you connect with customers. Here are key ways to leverage this combination for a smarter customer strategy: Challenges You May Encounter on Your AI Journey Adopting AI in Salesforce, especially Einstein AI, offers many benefits, but it also comes with challenges. Here are some factors to consider for a successful rollout: Importance of Data Quality When Using AI Analytics Data quality is essential for AI accuracy and reliability. Poor data can skew predictions and erode user trust. Key factors that contribute to high data quality include: AI can also enhance data quality by automating data validation and cleansing. Machine learning algorithms can detect and address anomalies, duplicate records, and incomplete datasets, improving the reliability of your data over time. The Future of CRM: AI-Driven Customer Engagement and Business Growth Integrating AI into Salesforce is revolutionizing CRM by enabling businesses to engage with customers more intelligently. From automating routine tasks to enhancing decision-making and delivering personalized communication, AI-driven innovations are empowering businesses to build stronger relationships with customers. As AI continues to evolve, those who embrace it will gain a competitive edge and drive long-term growth. The future of CRM is here—and it’s smarter, faster, and more customer-focused than ever. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 19, 2024in AI Tools, Data, Generative AI, Salesforce, Technology
AI Agent Trends
19Nov

AI Agent Trends

AI Agents: Key Statistics and Trends for 2025 “The agent revolution is real and as exciting as the cloud, social, and mobile revolutions,” remarked Salesforce Chair and CEO Marc Benioff. “It will provide a level of transformation that we’ve never seen.” With the general availability of Agentforce, the era of AI-powered agents is officially here. These intelligent software agents, designed to perform tasks autonomously or in collaboration with humans, are already transforming businesses by driving efficiency and improving customer outcomes. AI Agents in Action Companies across the globe are leveraging AI agents to achieve remarkable results. For example, Wiley has seen a 40% boost in case resolution rates with Agentforce, far surpassing their previous bot’s performance. Other success stories from Saks and Opentable reinforce the ROI potential of this groundbreaking technology. Salesforce research highlights data from consumers, employees, and business leaders worldwide, demonstrating how AI agents address key pain points while unlocking significant opportunities for enterprises and individuals alike. Why Consumers Need AI Agents Traditional customer service processes often frustrate consumers, leading to inefficiency and dissatisfaction: AI agents are transforming this landscape with immediate, personalized assistance that minimizes wait times and eliminates repeated explanations. Consumer sentiment indicates a growing acceptance of this technology: Why Enterprises Need AI Agents For enterprises, inefficiency is a persistent challenge. Time-consuming administrative tasks often prevent workers from focusing on strategic, customer-centric activities: AI adoption is increasingly a priority for revenue-generating teams, with measurable benefits: Salesforce experts emphasize that while AI has already proven its value in service, sales, marketing, and commerce, the surface of its potential has only just been scratched. The Agent-First Future As organizations adopt an agent-first approach, they unlock opportunities to redefine operations, increase efficiency, and drive innovation: AI agents are not just the future—they’re the present solution to enduring challenges, empowering businesses to meet the demands of a rapidly evolving digital economy. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 19, 2024in Agentforce Platform, Data, Enterprise, Salesforce, Technology
Generative AI Energy Consumption Rises
19Nov

AI for the Ho-Ho-Holidays

The Holiday Rush and AI’s Growing Role in Retail The holiday season is approaching quickly, with fewer days between Thanksgiving and Christmas this year than at any time since 2019. This condensed timeline makes Salesforce’s latest State of the Connected Customer report—this year titled State of the AI Connected Customer—particularly timely. The report, based on insights from over 15,000 consumers worldwide, focuses on the growing role of artificial intelligence (AI), specifically AI agents, in transforming customer experiences. With Salesforce’s recent launch of Agentforce, AI agents have taken center stage. According to Michael Affronti, SVP and General Manager of Commerce Cloud at Salesforce, the retail sector is already exploring this technology: “Retailers that we talk to are starting to implement AI agents. Unlike chatbots, AI agents can analyze customer data to make proactive recommendations and even take action. For consumers, AI agents create smoother checkout experiences, streamline returns, and deliver personalized shopping that feels like working with an incredible in-store associate. For retailers, AI agents drive higher margins and customer retention by delivering exceptional service. As we like to say, ‘There’s an agent for that.’” Rebuilding Trust with AI One of the most compelling use cases for AI agents, according to Affronti, lies in addressing declining consumer trust. Salesforce’s research highlights alarming trends: AI agents present an opportunity to rebuild trust by delivering reliable and transparent experiences. While consumer expectations for personalized service remain high, Salesforce data suggests that 30% of consumers would work with AI agents if it meant faster service. However, skepticism persists—curiosity is the top emotion associated with AI, followed closely by suspicion and anxiety. Transparency is crucial, as 40% of consumers are more likely to trust AI agents when their logic is explained, and there’s an option to escalate to a human. “Most people just want to know it’s AI, and then they’ll be comfortable,” Affronti notes. “Clarity about what the agent is doing, combined with the ability to talk to a real person, builds trust.” Three Opportunities for Retailers Affronti outlines three key strategies for retailers to embrace AI agents effectively this holiday season: Experimentation and Preparing for the Future For retailers not yet leveraging AI, Affronti advises starting small but experimenting now. For example, large brands like Saks are already piloting AI agents such as “Sophie,” which handles tasks like order management and learns new capabilities based on customer feedback. However, smaller businesses can also benefit from AI tools, such as generative AI for writing product descriptions or automating promotions, regardless of scale. “One of the great things about AI today is how democratized it has become,” Affronti explains. “Small businesses using Salesforce’s Commerce Cloud can leverage AI for tasks like creating product descriptions or automating translations, even if their catalog is limited.” Looking Ahead While this holiday season may not see a widespread rollout of AI-driven retail solutions, early adopters are already showcasing what’s possible. Retailers that embrace experimentation and lay the groundwork for AI-powered experiences today will likely see significant results by the 2025 holiday season. The key takeaway: now is the time to build the foundation for the future of AI in retail. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 19, 2024in AI Tools, Artificial Intelligence, Data, Generative AI, Technology
Redefining Autonomous AI for the Enterprise
18Nov

Redefining Autonomous AI for the Enterprise

Salesforce Agentforce: Redefining Autonomous AI for the Enterprise Salesforce has unveiled Agentforce, a groundbreaking addition to its platform that enables businesses to create and deploy autonomous AI agents capable of performing tasks across any business function. Unlike traditional chatbots or copilots, Agentforce leverages advanced reasoning capabilities to independently resolve customer cases, qualify sales leads, optimize marketing campaigns, and more. By automating actions triggered by data changes, business rules, pre-built automations, or API signals, Agentforce empowers companies like OpenTable, Saks, and Wiley to scale their workforce and enhance customer experiences. “Agentforce is redefining what’s possible in business and beyond,” said Marc Benioff, Chair and CEO of Salesforce. “This technology is ushering in an era of AI abundance and limitless workforces, augmenting employees, building deeper customer relationships, and driving unprecedented growth and profitability.” Built on a Metadata-Driven Architecture Agentforce builds on Salesforce’s metadata-driven platform, ensuring rapid deployment and customization without extensive manual effort. “Agentforce taps into the trusted Salesforce platform, seamlessly integrating enterprise data, workflows, and AI models to deliver actionable intelligence,” said Srini Tallapragada, President and Chief Engineering Officer at Salesforce. Addressing Market Inefficiencies Salesforce research identified significant inefficiencies Agentforce is designed to address: Marc Benioff emphasized, “The agent revolution is as transformative as the cloud, social, and mobile revolutions, setting a new standard for operational efficiency.” Rapid Adoption and Industry Use Cases At Dreamforce 2024, customers created over 10,000 autonomous agents in three days, with adoption accelerating to 20,000 agents globally through Salesforce World Tour events. The platform’s natural language interface enables business users—not just IT teams—to build and customize agents. Industry Applications: Ecosystem and Partner Support The launch is bolstered by partnerships with global systems integrators, including Accenture, Deloitte, IBM, PwC, and Slalom. These collaborations have accelerated emerging technology rollouts by 31%, according to Salesforce. Additionally, the new Agentblazer Community provides a hub for knowledge sharing and integrations via the Salesforce AppExchange. Pricing and Future Development Agentforce is now generally available, with pricing starting at $2 per conversation, including volume discounts. Customers can explore the platform through the Salesforce Foundations trial, offering 1,000 conversation credits for free. Future development plans focus on enabling multi-agent scenarios for complex workflows and expanding autonomous capabilities across business processes. “This is just the first chapter,” said Clara Shih, CEO of Salesforce AI. “The innovation we’ll see from this technology will transform businesses in ways we’ve only begun to imagine.” What This Means for Businesses Agentforce represents Salesforce’s most ambitious platform expansion since Einstein AI’s debut in 2016. Its consumption-based pricing model aligns with Salesforce’s broader shift toward pay-as-you-use services, mirroring strategies with Data Cloud and Einstein GPT. For enterprises, the platform offers a low-risk trial to assess its potential for driving operational improvements. The challenge will be transitioning from pilot projects to large-scale deployments while maintaining the claimed accuracy and efficiency advantages. With over 20,000 agents created and a robust partner ecosystem, Salesforce is well-positioned to lead the autonomous AI revolution. However, the ultimate success of Agentforce will depend on its ability to consistently deliver measurable business value beyond the initial wave of adoption. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 18, 2024in Agentforce Platform, Data, Enterprise, Mulesoft, Salesforce Foundations, Technology
AI Agent Rivalry
16Nov

AI Agent Rivalry

Microsoft and Salesforce’s AI Agent Rivalry Heats Up The battle for dominance in the AI agent space has escalated, with Salesforce CEO Marc Benioff intensifying his criticism of Microsoft’s AI solutions. Following remarks at Dreamforce 2024, Benioff took to X (formerly Twitter) to call out Microsoft for what he called “rebranding Copilot as ‘agents’ in panic mode.” The AI Agent rivalry winner may be determined not by flashy features but by delivering tangible, transformative outcomes for businesses navigating the complexities of AI adoption. AI Agent Rivalry. Benioff didn’t hold back, labeling Microsoft’s Copilot as “a flop”, citing issues like data leaks, inaccuracies, and requiring customers to build their own large language models (LLMs). In contrast, he touted Salesforce’s Agentforce as a solution that autonomously drives sales, service, marketing, analytics, and commerce without the complications he attributes to Microsoft’s offerings. Microsoft’s Copilot: A New UI for AI Microsoft recently unveiled new autonomous agent capabilities for Copilot Studio and Dynamics 365, positioning these agents as tools to enhance productivity across teams and functions. CEO Satya Nadella described Copilot as “the UI for AI” and emphasized its flexibility, allowing businesses to create, manage, and integrate agents seamlessly. Despite the fanfare, Benioff dismissed Copilot’s updates, likening it to “Clippy 2.0” and claiming it fails to deliver accuracy or transformational impact. Salesforce Expands Agentforce with Strategic Partnerships At Dreamforce 2024, Salesforce unveiled its Agentforce Partner Network, a global ecosystem featuring collaborators like AWS, Google Cloud, IBM, and Workday. The move aims to bolster the capabilities of Agentforce, Salesforce’s AI-driven platform that delivers tailored, autonomous business solutions. Agentforce allows businesses to deploy customizable agents without complex coding. With features like the Agent Builder, users can craft workflows and instructions in natural language, making the platform accessible to both technical and non-technical teams. Flexibility and Customization: Salesforce vs. Microsoft Both Salesforce and Microsoft emphasize AI’s transformative potential, but their approaches differ: Generative AI vs. Predictive AI Salesforce has doubled down on generative AI, with Einstein GPT producing personalized content using CRM data while also providing predictive analytics to forecast customer behavior and sales outcomes. Microsoft, on the other hand, combines generative and predictive AI across its ecosystem. Copilot not only generates content but also performs autonomous decision-making in Dynamics 365 and Azure, positioning itself as a comprehensive enterprise solution. The Rise of Multi-Agent AI Systems The competition between Microsoft and Salesforce reflects a broader trend in AI-driven automation. Companies like OpenAI are experimenting with frameworks like Swarm, which simplifies the creation of interconnected AI agents for tasks such as lead generation and marketing campaign development. Similarly, startups like DevRev are introducing conversational AI builders to design custom agents, offering enterprises up to 95% task accuracy without the need for coding. What Lies Ahead in the AI Agent Landscape? As Salesforce and Microsoft push the boundaries of AI integration, businesses are evaluating these tools for their flexibility, customization, and impact on operations. While Salesforce leads in CRM-focused AI, Microsoft’s integrated approach appeals to enterprises seeking cross-functional AI solutions. In the end, the winner may be determined not by flashy features but by delivering tangible, transformative outcomes for businesses navigating the complexities of AI adoption. AI Agent Rivalry. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 16, 2024in Agentforce Platform, Data, Enterprise, Generative AI, Google, Salesforce
Salesforce Agentforce Integration
14Nov

Agentforce at Work

Agentforce Salesforce Agentforce in Action: A Practical Example of Using Agents in Salesforce Autonomous Agents on the Agentforce Platform Agentforce represents a transformative shift in Salesforce’s strategy, poised to redefine how users engage with their CRM. By introducing both assistive AI—enhanced by generative AI for capabilities like summaries and sales emails—and autonomous AI, which empowers agents to automate actions without human oversight, Agentforce helps users operate more efficiently in Salesforce. Despite the excitement around Agentforce, most blogs and marketing materials focus on AI hype rather than practical applications. This insight focuses on illustrating how these tools work and the tangible value they can provide for your organization’s custom processes. Curious about setting up Agentforce agents using both out-of-the-box actions and custom actions? Let’s dive in. What is Agentforce? Agentforce is Salesforce’s conversational AI tool for CRM. In simple terms, it lets users “talk” to Salesforce. Powered by generative AI and the Atlas Reasoning Engine, Agentforce processes user input to perform tasks like summarizing data from objects, updating fields, and generating content such as emails or knowledge articles. This innovative tool is only at the beginning of its journey, likely setting the stage for a future where CRM interactions may evolve beyond traditional form-based interfaces to more intuitive chatbot-style engagement. Scenario: Managing Sales Pipeline Consider a salesperson with the daily objectives of tracking deals, managing pipeline opportunities, and identifying potential risks. Traditionally, this would require manually navigating numerous Salesforce objects, risking data inconsistencies and user errors. Agentforce’s assistive actions can streamline much of this, automating processes to identify key deals, summarize progress, and track deal risks across the pipeline. Let’s take a closer look at configuring a custom action for a pipeline summary. All powered by Salesforce Agentforce. Step-by-Step Guide to Configuring a Pipeline Summary Action Agentforce Use Cases: Getting Started Agentforce offers powerful tools for implementing AI-based functions within Salesforce, but to realize productivity gains, consider the following: Agentforce’s standard actions are a great starting point, providing immediate productivity impacts that can be enhanced as you customize actions to meet specific needs. For tailored guidance on integrating Agentforce, explore Tectonic’s Salesforce Agentforce Consulting Services. Tectonic’s expertise can support your organization in optimizing user experience, boosting productivity, and training users to responsibly leverage Agentforce’s capabilities across industries and channels. 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 Service Cloud with AI-Driven Intelligence Salesforce Enhances Service Cloud with AI-Driven Intelligence Engine Data science and analytics are rapidly becoming standard features in enterprise applications, Read more

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November 14, 2024in Agentforce Platform, Data, Generative AI, Mulesoft, Salesforce

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