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Training and Testing Data

Training and Testing Data

Data plays a pivotal role in machine learning (ML) and artificial intelligence (AI). Tasks such as recognition, decision-making, and prediction rely on knowledge acquired through training. Much like a parent teaches their child to distinguish between a cat and a bird, or an executive learns to identify business risks hidden within detailed quarterly reports, ML models require structured training using high-quality, relevant data. As AI continues to reshape the modern business landscape, the significance of training data becomes increasingly crucial. What is Training Data? The two primary strengths of ML and AI lie in their ability to identify patterns in data and make informed decisions based on that data. To execute these tasks effectively, models need a reference framework. Training data provides this framework by establishing a baseline against which models can assess new data. For instance, consider the example of image recognition for distinguishing cats from birds. ML models cannot inherently differentiate between objects; they must be taught to do so. In this scenario, training data would consist of thousands of labeled images of cats and birds, highlighting relevant features—such as a cat’s fur, pointed ears, and four legs versus a bird’s feathers, absence of ears, and two feet. Training data is generally extensive and diverse. For the image recognition case, the dataset might include numerous examples of various cats and birds in different poses, lighting conditions, and settings. The data must be consistent enough to capture common traits while being varied enough to represent natural differences, such as cats of different fur colors in various postures like crouching, sitting, standing, and jumping. In business analytics, an ML model first needs to learn the operational patterns of a business by analyzing historical financial and operational data before it can identify problems or recognize opportunities. Once trained, the model can detect unusual patterns, like abnormally low sales for a specific item, or suggest new opportunities, such as a more cost-effective shipping option. After ML models are trained, tested, and validated, they can be applied to real-world data. For the cat versus bird example, a trained model could be integrated into an AI platform that uses real-time camera feeds to identify animals as they appear. How is Training Data Selected? The adage “garbage in, garbage out” resonates particularly well in the context of ML training data; the performance of ML models is directly tied to the quality of their training data. This underscores the importance of data sources, relevance, diversity, and quality for ML and AI developers. Data SourcesTraining data is seldom available off-the-shelf, although this is evolving. Sourcing raw data can be a complex task—imagine locating and obtaining thousands of images of cats and birds for the relatively straightforward model described earlier. Moreover, raw data alone is insufficient for supervised learning; it must be meticulously labeled to emphasize key features that the ML model should focus on. Proper labeling is crucial, as messy or inaccurately labeled data can provide little to no training value. In-house teams can collect and annotate data, but this process can be costly and time-consuming. Alternatively, businesses might acquire data from government databases, open datasets, or crowdsourced efforts, though these sources also necessitate careful attention to data quality criteria. In essence, training data must deliver a complete, diverse, and accurate representation for the intended use case. Data RelevanceTraining data should be timely, meaningful, and pertinent to the subject at hand. For example, a dataset containing thousands of animal images without any cat pictures would be useless for training an ML model to recognize cats. Furthermore, training data must relate directly to the model‘s intended application. For instance, business financial and operational data might be historically accurate and complete, but if it reflects outdated workflows and policies, any ML decisions based on it today would be irrelevant. Data Diversity and BiasA sufficiently diverse training dataset is essential for constructing an effective ML model. If a model’s goal is to identify cats in various poses, its training data should encompass images of cats in multiple positions. Conversely, if the dataset solely contains images of black cats, the model’s ability to identify white, calico, or gray cats may be severely limited. This issue, known as bias, can lead to incomplete or inaccurate predictions and diminish model performance. Data QualityTraining data must be of high quality. Problems such as inaccuracies, missing data, or poor resolution can significantly undermine a model’s effectiveness. For instance, a business’s training data may contain customer names, addresses, and other information. However, if any of these details are incorrect or missing, the ML model is unlikely to produce the expected results. Similarly, low-quality images of cats and birds that are distant, blurry, or poorly lit detract from their usefulness as training data. How is Training Data Utilized in AI and Machine Learning? Training data is input into an ML model, where algorithms analyze it to detect patterns. This process enables the ML model to make more accurate predictions or classifications on future, similar data. There are three primary training techniques: Where Does Reinforcement Learning Fit In? Unlike supervised and unsupervised learning, which rely on predefined training datasets, reinforcement learning adopts a trial-and-error approach, where an agent interacts with its environment. Feedback in the form of rewards or penalties guides the agent’s strategy improvement over time. Whereas supervised learning depends on labeled data and unsupervised learning identifies patterns in raw data, reinforcement learning emphasizes dynamic decision-making, prioritizing ongoing experience over static training data. This approach is particularly effective in fields like robotics, gaming, and other real-time applications. The Role of Humans in Supervised Training The supervised training process typically begins with raw data since comprehensive and appropriately pre-labeled datasets are rare. This data can be sourced from various locations or even generated in-house. Training Data vs. Testing Data Post-training, ML models undergo validation through testing, akin to how teachers assess students after lessons. Test data ensures that the model has been adequately trained and can deliver results within acceptable accuracy and performance ranges. In supervised learning,

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Agentforce and Thinking AI

Agentforce and Thinking AI

Agentforce is how humans with AI drive customer success together, equips organizations with autonomous agents that boost scale, efficiency, and satisfaction across service, sales, marketing, commerce, and more New Agentforce Atlas Reasoning Engine autonomously analyzes data, makes decisions, and completes tasks, providing reliable and accurate results With Agentforce, any organization can build, customize, and deploy their own agents quickly and easily, with low-code tools New Agentforce Partner Network allows customers to deploy pre-built agents and use agent actions from partners like Amazon Web Services, Google, IBM, Workday, and more Customers like OpenTable, Saks, and Wiley are turning to Agentforce because it is integrated with their apps, works across customer channels, augments their employees, and scales capacity for business needs SAN FRANCISCO — September 12, 2024 – Salesforce (NYSE: CRM), the world’s #1 AI CRM, today unveiled Agentforce, a groundbreaking suite of autonomous AI agents that augment employees and handle tasks in service, sales, marketing, and commerce, driving unprecedented efficiency and customer satisfaction. Agentforce enables companies to scale their workforces on demand with a few clicks. Agentforce’s limitless digital workforce of AI agents can analyze data, make decisions, and take action on tasks like answering customer service inquiries, qualifying sales leads, and optimizing marketing campaigns. With Agentforce, any organization can easily build, customize, and deploy their own agents for any use case across any industry. The future of AI is agents, and it’s here. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” MARC BENIOFF, CHAIR, CEO & CO-FOUNDER, SALESFORCE “Agentforce represents the Third Wave of AI—advancing beyond copilots to a new era of highly accurate, low-hallucination intelligent agents that actively drive customer success. Unlike other platforms, Agentforce is a revolutionary and trusted solution that seamlessly integrates AI across every workflow, embedding itself deeply into the heart of the customer journey. This means anticipating needs, strengthening relationships, driving growth, and taking proactive action at every touchpoint,” said Marc Benioff, Chair and CEO, Salesforce. “While others require you to DIY your AI, Agentforce offers a fully tailored, enterprise-ready platform designed for immediate impact and scalability. With advanced security features, compliance with industry standards, and unmatched flexibility. Our vision is bold: to empower one billion agents with Agentforce by the end of 2025. This is what AI is meant to be.” In contrast to now-outdated copilots and chatbots that rely on human requests and struggle with complex or multi-step tasks, Agentforce offers a new level of sophistication by operating autonomously, retrieving the right data on demand, building action plans for any task, and executing these plans without requiring human intervention. Like a self-driving car, Agentforce uses real-time data to adapt to changing conditions and operates independently within an organizations’ customized guardrails, ensuring every customer interaction is informed, relevant, and valuable. And when desired, Agentforce seamlessly hands off to human employees with a summary of the interaction, an overview of the customer’s details, and recommendations for what to do next. Industry leaders like OpenTable, Saks, and Wiley are already experiencing the transformative power of Agentforce. For example, Agentforce is helping organizations like Wiley provide customers with dynamic, conversational self-service. Agentforce is configured to answer questions using Wiley’s knowledge base already built into Salesforce so it can automatically resolve account access. It also triages registration and payment issues, directing customers to the appropriate resources. With Agentforce handling routine inquiries, Wiley has seen an over 40% increase in case resolution, outperforming their old chatbot and giving their human agents more time to focus on complex cases. Why it Matters An estimated 41% of employee time is spent on repetitive, low-impact work, and 65% of desk workers believe generative AI will allow them to be more strategic, according to the Salesforce Trends in AI Report. Every company has more jobs to be done than the resources available to do them. As a result, many jobs go unaddressed or uncompleted. Agentforce provides relief to overstretched teams with its ability to scale capacity on demand so humans can focus on higher-touch, higher-value, and more strategic outcomes. The future of work is a hybrid workforce composed of humans with agents, enabling companies to compete in an ever-changing world. Supporting Customer Quotes “Piloting Agentforce has made a noticeable difference during one of our busiest periods — back-to-school season. It’s been exciting to go live with our first agent thanks to the no-code builder, and we’ve seen a more than 40% increase in case resolution, outperforming our old bot. Agentforce helps to manage routine responsibilities and free up our service teams for more complex cases.” – Kevin Quigley, Senior Manager, Continuous Improvement, Wiley “Every interaction that restaurants and diners have with our support team must be accurate, fast, and reflective of the hospitality that restaurants show their guests. Agentforce has incredible potential to help us deliver that high touch attentiveness and support while significantly freeing up our team to address more complex needs.” – George Pokorny, SVP Customer Success, OpenTable “As we advance our personalization strategy, we believe Agentforce and its AI-powered capabilities have the potential to make a real impact on our approach to customer engagement, raising the bar in luxury retail. Agentforce will improve our effectiveness across customer touchpoints, empowering our employees and augmenting their ability to deliver the elevated and more individualized shopping experiences for which Saks is known.” – Mike Hite, Chief Technology Officer, Saks Global 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

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Large Action Models and AI Agents

Large Action Models and AI Agents

The introduction of LAMs marks a significant advancement in AI, focusing on actionable intelligence. By enabling robust, dynamic interactions through function calling and structured output generation, LAMs are set to redefine the capabilities of AI agents across industries.

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Embedded Salesforce Einstein

Embedded Salesforce Einstein

In a world where data is everything, businesses are constantly seeking ways to better understand their customers, streamline operations, and make smarter decisions. Enter Salesforce Einstein—a powerful AI solution embedded within the Salesforce platform that is revolutionizing how companies operate, regardless of size. By leveraging advanced analytics, automation, and machine learning, Einstein helps businesses boost efficiency, drive innovation, and deliver exceptional customer experiences. Embedded Salesforce Einstein is the answer. Here’s how Salesforce Einstein is transforming business: Imagine anticipating customer needs, market trends, or operational challenges before they happen. While it’s not magic, Salesforce Einstein’s AI-powered insights and predictions come remarkably close. By transforming vast amounts of data into actionable insights, Einstein enables businesses to anticipate future scenarios and make well-informed decisions. Industry insight: In financial services, success hinges on anticipating market shifts and client needs. Banks and investment firms leverage Einstein to analyze historical market data and client behavior, predicting which financial products will resonate next. For example, investment advisors might receive AI-driven recommendations tailored to individual clients, boosting engagement and satisfaction. Manufacturers also benefit from Einstein’s predictive maintenance tools, which analyze data from machinery to anticipate equipment failures. A car manufacturer, for instance, could use these insights to schedule maintenance during off-peak hours, minimizing downtime and preventing costly disruptions. Personalization is now a necessity. Salesforce Einstein elevates personalization by analyzing customer data to offer tailored recommendations, messages, and services. Industry insight: In e-commerce, personalized recommendations are often the key to converting browsers into loyal customers. An online bookstore using Einstein might analyze browsing history and past purchases to suggest new releases in genres the customer loves, driving repeat sales. In healthcare, Einstein’s personalization can improve patient outcomes by providing customized follow-up care. Hospitals can use Einstein to analyze patient histories and treatment data, offering reminders tailored to each patient’s needs, improving adherence to care plans and speeding recovery. Salesforce Einstein’s sales intelligence tools, such as Lead Scoring and Opportunity Insights, enable sales teams to focus on the most promising leads. This targeted approach drives higher conversion rates and more efficient sales processes. Industry insight: In real estate, Einstein helps agents manage numerous leads by scoring potential buyers based on their engagement with property listings. A buyer who repeatedly views homes in a specific area is flagged, prompting agents to prioritize their outreach, accelerating the sales process. In the automotive industry, Einstein identifies leads closer to purchasing by analyzing behaviors such as online vehicle configuration and test drive bookings. This allows sales teams to focus on high-potential buyers, closing deals faster. Automation is at the heart of Salesforce Einstein’s ability to streamline processes and boost productivity. By automating repetitive tasks like data entry and customer inquiries, Einstein frees employees to focus on strategic activities, improving overall efficiency. Industry insight: In insurance, Einstein Bots can handle routine tasks like policy inquiries and claim submissions, freeing up human agents for more complex issues. This leads to faster response times and reduced operational costs. In banking, Einstein-powered chatbots manage routine inquiries such as balance checks or transaction histories. By automating these interactions, banks reduce the workload on call centers, allowing agents to provide more personalized financial advice. Einstein Discovery democratizes data analytics, making it easier for non-technical users to explore data and uncover actionable insights. This tool identifies key business drivers and provides recommendations, making data accessible for all. Industry insight: In healthcare, predictive insights are helping providers identify patients at risk of chronic conditions like diabetes. With Einstein Discovery, healthcare providers can flag at-risk individuals early, implementing targeted care plans that improve outcomes and reduce long-term costs. For energy companies, Einstein Discovery analyzes data from sensors and weather patterns to predict equipment failures and optimize resource management. A utility company might use these insights to schedule preventive maintenance ahead of storms, reducing outages and enhancing service reliability. More Than a Tool – Embedded Salesforce Einstein Salesforce Einstein is more than just an AI tool—it’s a transformative force enabling businesses to unlock the full potential of their data. From predicting trends and personalizing customer experiences to automating tasks and democratizing insights, Einstein equips companies to make smarter decisions and enhance performance across industries. Whether in retail, healthcare, or technology, Einstein delivers the tools needed to thrive in today’s competitive landscape. Tectonic empowers organizations with Salesforce solutions that drive organizational excellence. Contact Tectonic today. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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Data Governance Frameworks

Data Governance Frameworks

Examples of Data Governance Frameworks Data governance is not a one-size-fits-all approach. Organizations must carefully choose a framework that aligns with their unique goals, structure, and culture. Data is one of an organization’s most valuable assets, and proper governance is key to unlocking its potential. Without a well-designed framework, companies risk poor data quality, privacy breaches, regulatory noncompliance, and missed insights. A data governance framework provides a structured way to manage data throughout its lifecycle, including policies, processes, and standards to ensure data is accurate, accessible, and secure. By putting clear guidelines in place, organizations can increase trust in their data and improve decision-making. Key Pillars of a Data Governance Frameworks A robust data governance framework typically rests on four key pillars: 1. Center-Out Model The center-out model places a centralized team, such as a data governance council, at the core of the governance process. This group establishes policies and oversees data management across the organization, balancing consistency with flexibility for different departments. The Data Governance Institute’s framework is an example of this model. It focuses on creating a Data Governance Office responsible for managing key governance functions such as setting data policies, assigning data stewards, and monitoring compliance. The framework provides a clear structure while allowing business units some leeway in adapting governance practices to their needs. PwC’s model also adopts a center-out approach, with an emphasis on using data governance to monetize data assets. It highlights the importance of maintaining consistency while minimizing the risk of data silos. 2. Top-Down Model In the top-down model, data governance is driven by executive leadership, ensuring alignment with strategic goals. This model provides authority for enforcing governance standards but may face challenges if business units feel disconnected from the central governance team. McKinsey’s framework exemplifies this approach, focusing on integrating data governance with broader business transformation efforts. Executive leadership plays a key role in ensuring that governance initiatives receive the necessary attention and resources. 3. Hybrid Model The hybrid model combines centralized governance with flexibility for individual business units. It establishes an enterprise-wide framework while allowing departments to adapt governance practices to their specific needs. The Eckerson Group’s Modern Data Governance Framework represents a hybrid approach. It emphasizes the importance of people and culture, alongside technology and processes, and encourages organizations to create a roadmap for governance that evolves as needs change. This model provides a balance between centralized control and decentralized flexibility. 4. Bottom-Up Model In the bottom-up model, data governance is driven by subject matter experts and data stakeholders across the organization. This approach promotes collaboration and buy-in from the people closest to the data, ensuring that governance policies are practical and effective. The DAMA-DMBOK framework, developed by the Data Management Association, is a prime example. Although flexible, it often starts as a bottom-up initiative, driven by IT departments and data experts who later gain executive support. 5. Silo-In Model The silo-in model allows individual business units or departments to create their own governance practices. While this approach addresses localized data issues, it often leads to inconsistencies and challenges when the organization needs to integrate data across the enterprise. Though not widely recommended, the silo-in approach may emerge when specific business units take the initiative to establish governance due to regulatory requirements or data management needs within their domains. However, as organizations mature, they often transition to more holistic frameworks to support cross-functional collaboration and data integration. Choosing the Right Framework Selecting the right data governance framework involves evaluating the organization’s needs, structure, and culture. Whether an organization adopts a center-out, top-down, hybrid, bottom-up, or silo-in approach, success depends on involving key stakeholders, securing executive buy-in, and committing to continuous improvement. By treating data as a critical asset and implementing a governance framework that aligns with its business strategy, an organization can ensure that its data management practices support growth, innovation, and regulatory compliance. 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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Salesforce Email Deliverability Settings

Salesforce Email Deliverability Settings

Salesforce Email Deliverability Settings: Managing Communication in Sandboxes Salesforce provides administrators with control over the types of emails that can be sent from their environments, especially within sandbox environments used for development and testing. These email deliverability settings ensure that sensitive or erroneous emails don’t reach actual users during development. Below, we’ll dive into the details of these settings and explain their impact. Email Deliverability Settings in Salesforce Where to Find Deliverability Settings: Note: If Salesforce has restricted your ability to change these settings, they may not be editable. Three Access Levels for Email Deliverability Salesforce offers three key deliverability settings that control email access in your organization: The Importance of the “System Email Only” Setting The System Email Only setting is particularly valuable in sandbox environments. When testing workflows, triggers, or automations in a sandbox, this setting ensures only critical system emails (e.g., password resets) are sent, preventing development or test emails from reaching real users. New Sandboxes Default to System Email Only Since Salesforce’s Spring ’13 release, new and refreshed sandboxes default to the System Email Only setting. This helps prevent accidental email blasts during testing. For sandboxes created before Spring ’13, the default setting is All Email, but it’s recommended to switch to System Email Only to avoid sending test emails. Example: If you’re testing a custom email alert in a sandbox for a retail company, this setting allows you to safely test without worrying about sending emails to actual customers. Bounce Management in Salesforce Bounce management helps you track and manage email deliverability issues, particularly for emails sent via Salesforce or through an email relay. Key Points for Managing Bounces: Creating Custom Bounce Reports in Lightning Experience If the standard bounce reports aren’t available in your organization, or if you’re using Salesforce Lightning, you can create custom reports using the Email Bounced Reason and Email Bounced Date fields. To create a report in Lightning: By configuring Salesforce email deliverability settings and managing bounces, administrators can ensure smooth, secure communication across their organization—especially when working in sandbox environments. These tools help maintain control over outbound emails, protecting users from erroneous communication while providing valuable insights into email performance. 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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Agentforce Advances Copilot and Prompt Builder

Agentforce Advances Copilot and Prompt Builder

Agentforce was the highlight of the week in San Francisco during Salesforce’s annual Dreamforce conference—and for good reason! Agentforce Advances Copilot and Prompt Builder and that is truly exciting. Agentforce represents a groundbreaking solution that promises to transform how individuals and organizations interact with their CRM. However, as with any major product announcement, it raises many questions. This was evident during Dreamforce, where admins and developers, eager to dive into Agentforce, had numerous queries. Here’s an in-depth look at what Agentforce is, how it operates, and how organizations can leverage it to automate processes and drive value today. Agentforce Advances Copilot and Prompt Builder Many Dreamforce attendees who anticipated hearing more about Einstein Copilot were surprised by the introduction of Agents just before the event. However, understanding the distinctions between the legacy Einstein Copilot and the new Agentforce is crucial. Agentforce Advances Copilot and Prompt Builder. Agentforce Agents are essentially a rebranding of Copilot Agents but with an essential enhancement: they expand the functionality of Copilot to create autonomous agents capable of tasks such as summarizing or generating content and taking specific actions. Here are some key changes in terminology: Just like Einstein Copilot, Agents use user input—an “utterance”—entered into the Agentforce chat interface. The agent translates this utterance into a series of actions based on configurable instructions, and then executes the plan, providing a response. Understanding Agents: Topics A key difference between Einstein Copilot and Agentforce is the addition of “Topics.” Topics allow for greater flexibility and support a broader range of actions. They organize tasks by business function, helping Agents first determine the appropriate topic and then identify the necessary actions. This topic layer reduces confusion and ensures the correct action is taken. With this structure, Agentforce can support many more custom actions compared to Copilot’s 15-20, significantly expanding capabilities. Understanding Agents: Actions Actions in Agentforce function similarly to those in Einstein Copilot. These are the tasks an agent executes once it has identified the right plan. Out-of-the-box actions are available right away, providing a quick win for organizations looking to implement standard actions like opportunity summarization or sales emails. For more customized use cases, organizations can create bespoke actions using Apex, Flows, Prompts, or Service Catalog items (currently in beta). Understanding Agents: Prompts Whenever an LLM is used, prompts are necessary to provide the right input. Thoughtfully engineered prompts are essential for getting accurate, useful responses from LLMs. This is a key part of leveraging Agent Actions effectively, ensuring better results, reducing errors, and driving productive agent behavior. Prompt Builder plays a crucial role, allowing users to build, test, and refine prompts for Agent Actions, creating a seamless experience between generative AI and Salesforce workflows. How Generative AI and Agentforce Enhance CRM GenAI tools like Agentforce offer exciting enhancements to Salesforce organizations in several ways: However, these benefits are realized only when CRM users adopt and adapt to AI-assisted workflows. Organizations must prioritize change management and training, as most users will need to adjust to this new AI-powered way of working. If your company has already embraced AI, then you are halfway there. If AI hasn’t been introduced to the workforce you need to get started yesterday. Getting Started with Agentforce With all the buzz around Dreamforce, it’s no surprise that many organizations are eager to start using Agentforce. Fortunately, there are immediate opportunities to leverage these tools. The recommended approach is to begin with standard Agent actions, testing out-of-the-box features like opportunity summarization or creating close plans. From there, organizations can make incremental tweaks to customize actions for their specific needs. We have all come to expect that just as quickly as we include agentic ai into our processes and flows, Salesforce will add additional features and capabilities. As teams become more familiar with developing and deploying Agent actions, more complex use cases will become manageable, transforming the traditional point-and-click Salesforce experience into a more intelligent, agent-driven platform. Already I find myself asking, “is this an agent person or an ai-agent”? The day is coming, no doubt, when the question will be reversed. Tectonic’s AI Experts Can Help Interested in learning more about Agentforce or need guidance on getting started? Tectonic specializes in AI and analytics solutions within CRM, helping organizations unlock significant productivity gains through AI-based tools that optimize business processes. We are excited to enable you to enable Agentforce to Advance Copilot and Prompt Builder By Tectonic’s Solutions Architect, Shannan Hearne 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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Salesforce Channel Order App

Salesforce Channel Order App

Salesforce’s platform powers over 4.2 million apps, and Salesforce AppExchange offers more than 4,000 solutions. These numbers highlight Salesforce’s extensive ecosystem, with the Salesforce Channel Order App (COA) playing a crucial role for businesses managing complex partner relationships and order processes. This insight looks into the Salesforce Channel Order App, exploring its purpose, when and why you should use it, core features, who benefits from it, and best practices to maximize its potential. What is the Salesforce Channel Order App? The Salesforce Channel Order App is designed to streamline and automate order management across various sales channels, whether direct, through distribution partners, or a reseller network. It simplifies what would typically be a labor-intensive process by centralizing data, automating tasks, and providing real-time visibility into orders. This results in tighter control over order workflows and enhanced partner collaboration. When to Use the Salesforce Channel Order App The Salesforce Channel Order App is most effective for businesses that manage high volumes of orders from multiple channels. It’s especially useful in industries like technology, consumer goods, and manufacturing, where multi-channel sales are integral to operations. Key Use Cases: Core Features of the Salesforce Channel Order App Who Benefits from Salesforce Channel Order App? The Salesforce Channel Order App is particularly beneficial for industries where managing orders from multiple partners is crucial. Key beneficiaries include: Best Practices for Using Salesforce Channel Order App To get the most out of Salesforce Channel Order App, consider the following best practices: Final Take The Salesforce Channel Order App is an essential tool for businesses relying on channel partners to drive sales. By automating and streamlining the order management process, COA helps businesses improve efficiency, reduce errors, and ensure orders are fulfilled accurately and on time. Whether you’re a manufacturer, technology provider, or consumer goods company, adopting COA enables better order management and strengthens relationships with partners—setting your business up for long-term success. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more 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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Bye Klarna

Bye Klarna

Fintech firm Klarna is cutting ties with two major enterprise software providers, opting to automate its services using AI, and hints that more cuts could follow. Klarna co-founder and CEO Sebastian Siemiatkowski discussed the move during a recent conference call, as reported by Seeking Alpha. The company has already stopped using Salesforce, a platform that helps businesses manage sales and marketing data, and has also removed Workday, an HR and hiring platform, from its tech stack, according to a spokesperson from Klarna. This shift towards AI-driven automation is part of a larger strategy at Klarna. “We have multiple large-scale initiatives combining AI, standardization, and simplification that will allow us to eliminate several SaaS providers,” a company spokesperson said, though they did not specify which providers or services might be next. Founded in 2005, Klarna provides payment processing for e-commerce and reports over 150 million active users worldwide. Despite posting a net loss of $241 million last year—down from nearly $1 billion in 2022—the company reported a reduced loss of $32 million for the first half of 2024. With reports suggesting that Goldman Sachs has been tapped to underwrite Klarna’s potential IPO, the company’s focus on AI could strengthen its profitability prospects. This isn’t Klarna’s first AI initiative. Earlier in 2024, the company introduced an AI-powered customer service assistant in collaboration with OpenAI, which reportedly handled 2.3 million interactions in its first month and replaced the work of 700 agents. Klarna was among the early adopters of OpenAI’s enterprise ChatGPT package, and the company claims that 90% of its employees use the tool daily for process automation. Klarna’s decision to drop Salesforce and Workday is part of a broader effort to replace third-party SaaS solutions with internally developed applications, likely built on OpenAI’s infrastructure. Siemiatkowski stated in the August call, “We are shutting down a lot of our SaaS providers as we are able to consolidate.” However, not everyone is convinced. HR technology analyst Josh Bersin questioned whether Klarna could successfully replace a robust platform like Workday. “Workday systems have decades of workflows and complex data structures, including payroll and attendance,” he told Inc.. Bersin warned that developing an in-house system could lead Klarna into a “black hole of features,” with a poor user experience as a result. Many in the tech world share Bersin’s skepticism, with some suggesting the move is more of a PR tactic as Klarna gears up for its IPO. Investors and executives voiced doubts on social media, with financial insights account BuccoCapital posting on X, “Is it actually the best use of capital to rebuild in-house? Feels like a massive distraction,” while Ryan Jones, CEO of Flighty, called the move “free marketing.” Critics also point out that Klarna has downsized its workforce significantly, reducing its headcount by 1,200 over the past year, and Siemiatkowski has hinted at further reductions, suggesting the company could benefit from cutting staff from 3,800 to 2,000 employees. Siemiatkowski remains adamant that AI will allow Klarna to maintain growth despite these cuts. Bersin also noted that many tech giants have struggled to build their own HR platforms, citing examples like Google, which recently abandoned its internally developed HR software, and Amazon, which undergoes similar cycles regularly. “Microsoft,” Bersin added, “spends money on their own products but partners with SAP for HR software.” If Klarna does succeed in developing an in-house HR platform, it would be an achievement where even some of the biggest tech companies have fallen short. 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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Collaborative Business Intelligence

Collaborative Business Intelligence

Collaborative Business Intelligence: Connecting Data and Teams In today’s data-driven world, the ability to interact with business intelligence (BI) tools is essential for making informed decisions. Collaborative business intelligence (BI), also known as social BI, allows users to engage with their organization’s data and communicate with data experts through the same platforms where they already collaborate. While self-service BI empowers users to generate insights, understanding the data’s context is critical to avoid misunderstandings that can derail decision-making. Collaborative BI integrates BI tools with collaboration platforms to bridge the gap between data analysis and communication, reducing the risks of misinterpretation. Traditional Business Intelligence Traditional BI involves the use of technology to analyze data and present insights clearly. Before BI platforms became widespread, data scientists and statisticians handled data analysis, making it challenging for non-technical professionals to digest the insights. BI evolved to automate visualizations, such as charts and dashboards, making data more accessible to business users. Previously, BI reports were typically available only to high-level executives. However, modern self-service BI tools democratize access, enabling more users—regardless of technical expertise—to create reports and visualize data, fostering better decision-making across the organization. The Emergence of Collaborative BI Collaborative BI is a growing trend, combining BI applications with collaboration tools. This approach allows users to work together synchronously or asynchronously within a shared platform, making it easier to discuss data reports in real time or leave comments for others to review. Whether it’s through Slack, Microsoft Teams, or social media apps, users can receive and discuss BI insights within their usual communication channels. This seamless integration of BI and collaboration tools offers a competitive edge, simplifying the process of sharing knowledge and clarifying data without switching between applications. Key Benefits of Collaborative Business Intelligence Leading Collaborative BI Platforms Here’s a look at some of the top collaborative BI platforms driving innovation in the market: Conclusion Collaborative BI empowers organizations by improving decision-making, democratizing data access, optimizing data quality, and ensuring data security. By integrating BI tools with collaboration platforms, businesses can streamline their operations, foster a culture of data-driven decision-making, and enhance overall efficiency. Choosing the right platform is key to maximizing the benefits of collaborative BI. 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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Vonage Premier for Salesforce Service Cloud Voice

Vonage Premier for Salesforce Service Cloud Voice

HOLMDEL, N.J., Sept. 18, 2024 /PRNewswire/ — Vonage, a global leader in cloud communications helping businesses accelerate their digital transformation and a part of Ericsson (NASDAQ: ERIC), is one of the first contact center providers to join Salesforce’s Bring Your Own Channel for Contact Center as a Service (BYOC for CCaaS) pilot program. With BYOC for CCaaS, Vonage Premier for Salesforce Service Cloud Voice customers will have the ability to integrate Vonage omnichannel and AI-powered capabilities into their existing contact center solutions, including voice, SMS, chat, social messaging apps like WhatsApp, and more – delivering faster resolution times and creating a more native, personalized and meaningful experience for customers by connecting with them on their channel of choice. “We are very excited to have Vonage, a leading Salesforce Service Cloud Voice partner, take this very important step to expand its deep Salesforce integration through BYOC for CCaaS, delivering the omnichannel capabilities – and the APIs to enable them – that create the kind of customer experiences that drive meaningful engagement,” said Tony Flores, Senior Director of Product Management for Salesforce. With BYOC for CCaaS, Vonage Premier for Service Cloud Voice customers will now be able to connect with customers across various communications channels, as well as access data insights and AI-based agent productivity tools, to create a better overall customer journey and a more productive and efficient agent experience. The solution’s single routing and agent capacity model also increases contact center capacity, leading to more customer interactions being resolved better and faster. Workforce Engagement Management (WEM) is also provided through Vonage’s seamless integrations with leading WEM solutions Verint, Calabrio Teleopti, Playvox and injixo, ensuring optimum planning, scheduling, tracking, and management of the contact center workforce. “Today’s contact center agents play a vital role in support of the businesses they represent and in meeting the increasing demands of tech-savvy customers who want to connect from anywhere, on their preferred communications channels,” said Reggie Scales, Acting Head of Applications for Vonage. “These agents are also frequently working from anywhere and need the tools to access critical information to troubleshoot common customer issues and provide real-time customer support. Having all of these capabilities in a single user interface – omnichannel modes of communication coupled with a 360 view of customer information and key knowledge bases – this is the contact center of the future.” A key differentiator for Vonage as a pilot partner in this program is its ability to source a single AI-based Virtual Agent solution for self-service automations across voice and digital channels using Vonage AI studio – while also leveraging Salesforce for all Live Agent Assist and Analytics needs. Vonage can also integrate its own Vonage Communications APIs to power pre-built programmable capabilities for voice, SMS, social and chat, directly into the contact center – all on one combined Salesforce and Vonage platform. This singular view also enhances efficiency by keeping agents and supervisors in a single Salesforce desktop to eliminate application switching and the need to toggle between screens. “Modern contact centers are experiencing increasing pressure and demand to deliver better, more personalized, omnichannel interactions, as well as quicker and more accurate responses to customer issues,” said Jim Lundy, CEO, Founder & Lead Analyst, Aragon Research. “With BYOC for CCaaS, Vonage aims to address the increasing demand for a unified and customizable customer experience across all communication channels, leveraging existing Salesforce platforms and AI-powered insights and automation.” Vonage Premier for Service Cloud Voice is currently available on the Salesforce AppExchange with Salesforce BYOC for CCaaS integrated capabilities now available for customers to pilot. To find out more about Vonage Premier for Service Cloud Voice, visit www.vonage.com. Salesforce, AppExchange, Service Cloud Voice, Einstein and others are among the trademarks of Salesforce, inc. About Vonage Vonage, a global cloud communications leader, helps businesses accelerate their digital transformation. Vonage’s Communications Platform is fully programmable and allows for the integration of Video, Voice, Chat, Messaging, AI and Verification into existing products, workflows and systems. The Vonage conversational commerce application enables businesses to create AI-powered omnichannel experiences that boost sales and increase customer satisfaction. Vonage’s fully programmable unified communications, contact center and conversational commerce applications are built from the Vonage platform and enable companies to transform how they communicate and operate from the office or remotely – providing the flexibility required to create meaningful engagements. Vonage is headquartered in New Jersey, with offices throughout the United States, Europe, Israel and Asia and is a wholly-owned subsidiary of Ericsson (NASDAQ: ERIC), and a business area within the Ericsson Group called Business Area Global Communications Platform. To follow Vonage on X (formerly known as Twitter), please visit twitter.com/vonage. To follow on LinkedIn, visit linkedin.com/company/Vonage/. To become a fan on Facebook, go to facebook.com/vonage. To subscribe on YouTube, visit youtube.com/vonage. SOURCE Vonage 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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Salesforce and OpenAI Advances in AI

Salesforce and OpenAI Advances in AI

With investor enthusiasm for AI beginning to fade, Salesforce is shifting focus to its next AI wave, “Agentforce,” which will be showcased at the Dreamforce customer conference. This announcement comes at a time when Salesforce stock has underperformed, with revenue growth slowing and expectations building that AI-related revenue may not materialize until 2025. Salesforce and OpenAI Advances in AI. The Agentforce platform will be featured at Dreamforce, running from Sept. 17 to Sept. 19, and aims to automate routine business tasks while offering real-time insights and guidance. CEO Marc Benioff noted in a Sept. 12 briefing that Agentforce represents the third wave of AI, moving beyond conversational chatbots to more autonomous agents. Early adopters of the platform include Walt Disney, Kaiser Permanente, Fossil, Wiley, and OpenTable. Meanwhile, Salesforce faces stiff competition. Microsoft is hosting its own AI event, Microsoft 365 Copilot Wave 2, which focuses on business productivity features powered by generative AI. Like Salesforce, Microsoft’s AI tools have yet to demonstrate significant revenue impact, as customers are still testing the technologies. Salesforce is pushing Agentforce as an evolution of its previous Einstein copilot, which integrates conversational AI within its apps. Agentforce aims to take this further by reducing human oversight and improving efficiency in sales, marketing, and customer service roles. The product is scheduled for an October rollout, with a pricing model based on usage—potentially $2 per interaction for complex queries. Analysts have mixed opinions on Agentforce’s potential. Truist Securities sees the AI platform driving future subscription growth, while Barclays believes it could gain more traction than previous AI tools due to its fully autonomous nature. However, others, like Monness Crespi Hardt & Co., remain cautious, noting concerns about Salesforce’s slowing revenue growth in a challenging macroeconomic environment. Salesforce Agentforce PlatformIn its second-quarter earnings call, Salesforce shared promising results from an Agentforce trial, where the platform resolved 90% of patient inquiries for a large healthcare customer. Analysts like Morgan Stanley’s Keith Weiss see Agentforce as a key differentiator for Salesforce, enabling customers to leverage AI at scale with reduced complexity and cost. Despite this optimism, Salesforce still faces challenges. Competitors such as Meta’s AI Studio and ServiceNow are also advancing AI agent technologies. ServiceNow, for instance, emphasizes the need for strict human oversight of AI actions, a sentiment echoed by Salesforce’s chief ethical and humane use officer, Paula Goldman. As the tech industry races to enhance AI autonomy, concerns about the technology’s limitations—such as bias, hallucinations, and decision-making risks—remain central. Experts warn that while AI agents hold great potential, they must be carefully regulated to prevent unintended consequences. 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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Salesforce Free AI Training

Salesforce Free AI Training

Salesforce Expands Access to Free AI Training to Address Global Skills Gap SAN FRANCISCO — September 18, 2024 – Salesforce (NYSE: CRM), the #1 AI-powered CRM, has announced a significant expansion of its AI skilling initiatives. Starting today, Salesforce will offer its premium AI courses and certifications free of charge to anyone via its online learning platform, Trailhead, through the end of 2025. This initiative aims to help bridge the growing AI skills gap by providing accessible education for individuals across industries. To further support these efforts, Salesforce will open new physical training spaces at its San Francisco headquarters, including a pop-up AI Center offering in-person community courses and a dedicated AI skilling floor for employees. This investment, valued at over $50 million, is designed to empower the workforce with essential AI skills as the demand for AI talent surges globally. Research from Slack highlights a growing urgency among executives to integrate AI into business operations, with interest increasing sevenfold in the last six months. However, more than two-thirds of workers have yet to engage with AI tools, and only 15% feel they possess the necessary training to use them effectively. “The advent of AI and agents represents the biggest technological shift of our generation and will radically change how people work,” said Brian Millham, President and Chief Operating Officer at Salesforce. “We need to ensure everyone has the skills to succeed in this new AI-driven world.” Expanding AI Training Opportunities Salesforce has already helped thousands of professionals acquire technical skills through premium, instructor-led training and certifications. With these new offerings, the company aims to reach an additional 100,000 learners, empowering every Trailblazer to become an “Agentblazer” in this evolving AI landscape. You don’t need to spend thousands of dollars in AI education for yourself or your workforce. Salesforce has it at your fingertips for free. Trailhead now offers a wide range of AI-specific courses, covering topics like AI fundamentals, ethical AI use, and prompt engineering. Since June 2023, learners have earned over 2.6 million AI and data badges, helping unlock critical skills for the future of work. Creating Spaces for Hands-on AI Learning In addition to expanding its online offerings, Salesforce is building AI training spaces around the globe. After launching its first AI Center in London, the company will open a pop-up AI Center at its San Francisco headquarters in 2025, with plans for additional locations in Chicago, Tokyo, and Sydney. These centers will host in-person Trailhead courses and bring together experts, partners, and customers to advance AI innovation. Introducing Agentforce — A Groundbreaking AI Suite As part of its ongoing AI revolution, Salesforce is also upskilling its 72,000-strong workforce through quarterly AI learning days and immersive experiences at the newly created AI Knowledge Center in San Francisco. The centerpiece of this initiative is Agentforce, an innovative suite of AI agents designed to enhance productivity in service, sales, marketing, and commerce. By automating repetitive tasks, these agents allow employees to focus on higher-value work. Since the launch of Slack AI in February, Salesforce employees have saved nearly 3 million work hours through AI-driven tools that summarize information, find answers, and generate new ideas. Nearly 40% of the AI and data badges earned on Trailhead belong to Salesforce employees, demonstrating the company’s commitment to internal skilling and innovation. “AI will transform the workforce, creating new roles and opportunities. It’s our responsibility as employers to provide training that prepares workers for the future,” said Nathalie Scardino, President and Chief People Officer at Salesforce. “Grounded in our values, we’re leveraging Salesforce’s full power to help everyone succeed in this AI-driven era.” Related Resources For more information about Salesforce, visit www.salesforce.com or call 1-800-NO-SOFTWARE. About SalesforceSalesforce is the world’s leading AI-powered CRM, helping organizations of all sizes reimagine their business for the AI age. Powered by its trusted platform, Agentforce, Salesforce brings humans and AI agents together to drive customer success through data-driven insights and actions. Salesforce is headquartered in San Francisco, with offices globally, and trades on the NYSE under the ticker symbol “CRM.” 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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CXM

CXM

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