Technology Archives - gettectonic.com

03Feb

Public Sector Care and Services Management

Embracing Technology for Proactive Governance: Public Sector Care and Services Management In navigating the complexities of modern governance and service delivery, embracing technology trends presents an opportunity for governments to proactively address challenges and deliver impactful outcomes to the citizens they serve. Through strategic investment in reliable technology, governments can build trust with constituents, enhance the citizen experience, and drive cost savings. Public Sector Care and Services Management Salesforce, globally recognized as the leading CRM, consistently rises with its adaptable features tailored to diverse audiences. Its innovative solutions cater to unique needs across industries and sectors, including the public sector. Salesforce offers a suite of solutions designed to optimize operations within any public office setting, acknowledging the critical role of technology in enhancing efficiency. But Salesforce Public Services Solutions are not just a cookie-cutter government application. Public Sector Care and Services Management solutions from Salesforce are fully customizable. Understanding the Role of Salesforce in the Public Sector The public sector encompasses governmental bodies responsible for addressing fundamental citizen concerns at various levels, from local to federal. These entities can significantly enhance their efficiency by leveraging the right technological tools. Salesforce is committed to streamlining processes within the public sector, recognizing its pivotal role in ensuring effective governance. Expectations for government offices parallel those of private enterprises, with citizens expecting service quality comparable to the private sector. Therefore, public entities are tasked with delivering efficiency, agility, and direct engagement, thereby demonstrating their commitment to serving the populace. Salesforce offers a range of solutions tailored to meet the unique demands of the public sector. Tailored Salesforce Solutions for the Public Sector Salesforce’s offerings for the public sector comprise applications meticulously crafted to address specific government and constituent requirements. These flexible and secure e-government tools aim to revolutionize the sector’s operations by providing a comprehensive view of citizens and enhancing the effectiveness of public employees. By simplifying processes and fostering innovation, these solutions drive efficiency at both organizational and individual levels, facilitating smoother operations. Integrated into Public Sector Solutions, these offerings leverage Salesforce’s standard functionalities and Service Cloud capabilities. They enable the creation of an Experience Cloud site, granting citizens seamless access to government services. Some available solutions cater to general tasks managed by public sector agencies, including: Key Advantages of Salesforce Solutions for the Public Sector Salesforce solutions offer numerous advantages to the public sector, aligning with the demands of citizens and employees. These include enhanced citizen service, improved accessibility, agile responsiveness, employee experience enhancement, increased productivity, enhanced transparency, flexibility, adaptation, and cost reduction. Salesforce emerges as a crucial success tool in the public sector’s modernization journey, transforming processes to be more agile and efficient. For public sector and tribal government organizations seeking to implement Salesforce solutions tailored for the public sector, assistance from experienced teams like Tectonic can ensure a successful transition. Contact Tectonic today for Public Sector Care and Services Management. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

February 3, 2024in Enterprise, Public Sector Solutions, Salesforce, Salesforce Experience Cloud, Salesforce Government Cloud, Technology

30Jan

Organizational AI Change Management

The Future of AI: Transforming Organizational Culture and Decision-Making When envisioning the future, the greatest impact and necessary changes from AI will occur within organizations, not just through technology. Organizational AI Change Management will be a top down, but all the way down, process. AI’s influence extends beyond procedural steps, fundamentally altering organizational decision-making. Rethinking Organizational Structure AI demands a new perspective on organizational structure rather than just focusing on process or technology. This isn’t about achieving “AGI” or other speculative advancements, but about understanding AI’s true role in organizational change. Many companies aim to become “Data & AI Driven,” but what does that entail? Fundamentally, it means integrating technology into the business, where data reflects organizational reality, and AI is interwoven with roles and responsibilities. Cultural Shift Towards a 50% AI World Transitioning to a 50% AI-driven world involves more than adopting new technology or processes; it requires a profound cultural shift within the organization. People, Process, and Technology: A Holistic View A traditional Venn diagram of “People,” “Process,” and “Technology” illustrates governance, service models, and automation at their intersections. However, achieving true AI integration necessitates focusing on the overlaps and cultural changes, not just the components themselves. Cultural Foundations First For AI to succeed, organizations must start with cultural transformation. Changing how people think is the biggest challenge in any transformation process. AI’s Role in Decision-Making AI primarily impacts decisions, not just processes or technology. Processes, while essential, are merely tools for execution. AI calls for a paradigm shift, as it assumes decision-making roles, traditionally held by humans, within clear boundaries and domains of control. Organizational Accountability and AI Businesses must adapt to a model where AI operates under delegated authority from specific individuals, necessitating a shift in accountability and management. This approach redefines AI as a partner in decision-making rather than a mere tool. Digital Transformation and AI Integration Incorporating AI requires a new digital framework, moving beyond ad-hoc data and historical knowledge to a dynamic, organizationally-centric data platform. This “metamirror” provides a digital representation of the business, necessary for AI to function effectively. AI-Driven Organizational Models In this new model, both people and AIs operate within defined roles, with AIs accountable to their human counterparts. Organizational changes, such as promotions or departures, directly impact AI roles and responsibilities. The Organization as an Organism Richie Etwaru’s concept of an organization as an “organism” highlights the dynamic, interactive nature of AI-driven entities. This model integrates roles, processes, and technology into a cohesive, responsive system. Managing Change in an AI-Integrated World Managing change in an AI-driven world blurs the lines between technology and business functions. AI skills become integral to organizational roles, fundamentally altering how change is approached and managed. Preparing for a 50% AI Future A shift towards a 50% AI-driven world necessitates rethinking business culture. Being “Data & AI Driven” means the business takes responsibility for its data and integrates AI as a strategic partner. This requires a cultural transformation where data accuracy and AI alignment with business objectives are paramount. Embracing a Data & AI Culture To thrive in a 50% AI world, organizations must embrace a Data & AI culture. This involves taking accountability for data, ensuring AI’s decisions reflect reality, and aligning AI with business goals. Without this cultural shift, businesses risk merely using AI technology without fully integrating it into their strategic framework. aIn summary, achieving true AI integration means transforming the organizational culture, redefining roles and responsibilities, and creating a robust digital infrastructure that supports AI’s dynamic decision-making capabilities. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

January 30, 2024in Salesforce

30Jan

AI Capability Maturity Model

The AI Capability Maturity Model (AI CMM), devised by the Artificial Intelligence Center of Excellence within the GSA IT Modernization Centers of Excellence (CoE), functions as a standardized framework for federal agencies to evaluate their organizational and operational maturity levels. It is equally useful for private organizations in aligning them with predefined objectives. Instead of imposing normative capability assessments, the AI CMM concentrates on illuminating significant milestones indicative of maturity levels along the AI journey. The AI Capability Maturity Model focuses primarily on the development of AI capabilities within an organization. It evaluates an organization’s maturity across four main areas: data, algorithms, technology, and people. Serving as a valuable tool, the AI CMM assists organizations in shaping their unique AI roadmap and investment strategy. The outcomes derived from AI CMM analysis empower decision-makers to identify investment areas that address immediate goals for rapid AI adoption while aligning with broader enterprise objectives in the long run. Maturity vs capability models A maturity model tends to measure activities, such as whether a certain tool or process has been implemented. In contrast, capability models are outcome-based, which means you need to use measurements of key outcomes to confirm that changes result in improvements. AI development rooted in sound software practices underpins much of the content discussed in this and other chapters. Though not explicitly delving into agile development methodology, Dev(Sec)Ops, or cloud and infrastructure strategies, these elements are fundamental to the successful development of AI solutions. The AI CMM elaborates on how a robust IT infrastructure leads to the most successful development of an organization’s AI practice. What are the maturity levels of AI? What are the maturity levels of Artificial Intelligence? Or it can be measured this way. AI Maturity Model Why is AI maturity important? The AI Maturity Assessment is a process designed to help organizations evaluate their current AI capabilities, identify gaps and areas for improvement, and develop a roadmap to build a more effective AI program. Organizational Maturity Areas Organizational maturity areas represent the capacity to embed AI capabilities across the organization. Two approaches, top-down and user-centric, offer distinct perspectives on organizational maturity. Top-Down, Organizational View Bottom-Up, User-centric View Operational Maturity Areas Operational maturity areas represent organizational functions impacting the implementation of AI capabilities. Each area is treated as a discrete capability for maturity evaluation, yet they generally depend on one another. PeopleOps CloudOps DevOps SecOps DataOps MLOps AIOps AI Capability Maturity Model This comprehensive overview of organizational and operational maturity areas underlines the multifaceted nature of AI implementation and the critical role played by diverse elements in ensuring success across different layers of an organization. How AI is transforming the world? AI-powered technologies such as natural language processing, image and audio recognition, and computer vision have revolutionized the way we interact with and consume media. With AI, we are able to process and analyze vast amounts of data quickly, making it easier to find and access the information we need. Like1 Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

January 30, 2024in Salesforce Einstein

27Jan

Key Questions to Ask About Generative AI Before Diving into the Gene Pool

As generative AI plays an increasingly significant role in shaping business decisions and reshaping customer relationships, leaders must grasp the potential. This means use cases, and risks associated with AI. The good, the bad, and the ugly. Questions to Ask About Generative AI gene pool. The journey begins with asking pertinent questions. Are you feeling overwhelmed by generative AI yet? The multitude of questions that businesses need to address regarding AI—covering technology, skills, privacy, data, and organizational requirements, among others—can be seemingly endless. Knowing where to start and identifying the most crucial AI-related questions before jumping into implementation can be challenging. But it is totally worth the time. “Many organizations are venturing into AI for the first time. They are transitioning from predictive AI, machine learning, or deep learning to explore the next generation of AI for elevating productivity.” Marc Benioff, CEO of Salesforce While the demand and potential of AI are substantial, so are the associated risks. To assist in navigating this landscape, here’s a snapshot: Employee View: Exec Summary: Your Next Move: By Tectonic’s Marketing Consultant, Shannan Hearne Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

January 27, 2024in Generative AI, Salesforce Einstein

19Jan

Unfolding AI Revolution

Ways the AI Revolution is Unfolding The transformative potential of artificial intelligence (AI) is being explored by James Manyika, Senior VP of Research, Technology, and Society at Google, and Michael Spence, Nobel laureate in economics and professor at NYU Stern School of Business, in their recent article, “The Coming AI Economic Revolution: Can Artificial Intelligence Reverse the Productivity Slowdown?” Published in Foreign Affairs, the article outlines the conditions necessary for an AI-powered economy to thrive, including policies that augment human capabilities, promote widespread adoption, and foster organizational innovation. Manyika and Spence highlight AI’s potential to reverse stagnating productivity growth in advanced economies, stating, “By the beginning of the next decade, the shift to AI could become a leading driver of global prosperity.” However, the authors caution that this economic revolution will require robust policy frameworks to prevent harm and unlock AI’s full potential. Here are the key insights from their analysis: 1. The Great Slowdown The rapid advancements in AI arrive at a critical juncture for the global economy. While technological innovations have surged, productivity growth has stagnated. For instance, total factor productivity (TFP), a key contributor to GDP growth, grew by 1.7% in the U.S. between 1997 and 2005 but has since slowed to just 0.4%. This slowdown is exacerbated by aging populations and shrinking labor forces in major economies like China, Japan, and Italy. Without a transformative force like AI, economic growth could remain stifled, characterized by higher inflation, reduced labor supply, and elevated capital costs. 2. A Different Digital Revolution Unlike the rule-based automation of the 1990s digital revolution, AI has shattered previous technological constraints. Advances in AI now enable tasks that were previously unprogrammable, such as pattern recognition and decision-making. AI systems have surpassed human performance in areas like image recognition, cancer detection, and even strategic games like Go. This shift extends the impact of technology to domains previously thought to require exclusively human intuition and creativity. 3. Quick Studies Generative AI, particularly large language models (LLMs), offers exceptional versatility, multimodality, and accessibility, making its economic impact potentially transformative: Applications range from digital assistants drafting documents to ambient intelligence systems that automate homes or generate health records based on patient-clinician interactions. 4. Creative Instruction Despite its promise, AI has drawn criticism for issues like bias, misinformation, and the potential for job displacement. Critics highlight that AI systems may amplify societal inequities or produce unreliable outputs. However, research suggests that AI will primarily augment work rather than eliminate it. While about 10% of jobs may decline, two-thirds of occupations will likely see AI enhancing specific tasks. This shift emphasizes collaboration between humans and intelligent machines, requiring workers to develop new skills. Studies, such as MIT’s Work of the Future task force, reinforce that automation will not lead to a jobless future but rather to evolving roles and opportunities. 5. With Us, Not Against Us The full benefits of AI will not materialize if its deployment is left solely to market forces. Proactive measures are necessary to maximize AI’s positive impact while mitigating risks. This includes fostering widespread adoption of AI in ways that empower workers, enhance productivity, and address societal challenges. Policies should prioritize accessibility and equitable diffusion to ensure AI serves as a force for inclusive economic growth. 6. The Real AI Challenge Generative AI has the potential to spark a productivity renaissance at a time when the global economy urgently needs it. Yet, Manyika and Spence caution that AI could exacerbate existing economic disparities if not guided effectively. They argue that focusing solely on existential threats overlooks the broader risks posed by inequitable AI deployment. Instead, a positive vision is needed—one that prioritizes AI as a tool for global economic progress, equitable growth, and generational prosperity. “Harnessing the power of AI for good will require more than simply focusing on potential damage,” the authors conclude. “It will demand effective measures to turn that vision into reality.” The unfolding AI revolution offers immense opportunities, but realizing its full potential requires thoughtful action. By addressing risks and fostering innovation, AI could reshape the global economy for the better. 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 Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more Top Ten Reasons Why Tectonic Loves the Cloud The Cloud is Good for Everyone – Why Tectonic loves the cloud You don’t need to worry about tracking licenses. Read more

January 19, 2024in Artificial Intelligence, Generative AI, Google, Technology

16Jan

Salesforce Developer Toolkit

Have you ever been overwhelmed by a complex project with numerous tasks and deadlines? I felt the same until I discovered Salesforce tools. One afternoon, a colleague introduced me to these tools, and everything changed. Suddenly, I could manage my work more effectively, collaborate better with my team, and consistently deliver outstanding results. Salesforce tools completely transformed the way I work. They showed me that with the right technology, teams don’t just meet expectations—they exceed them, driving better business performance. Let’s explore how Salesforce tools can lead to better development outcomes and help you stay ahead of the competition. Key Takeaways Understanding Salesforce Development Tools Diving into Salesforce development tools reveals how essential they are for boosting productivity and streamlining processes. Each tool plays a unique role in making Salesforce adaptable for developers. For instance, using the Salesforce Developer Edition allows me to test apps without real data, helping me create better solutions. Scratch Orgs provide a space to develop apps for specific needs, offering flexibility in my work. The Salesforce CLI simplifies managing and integrating different tools, enhancing my overall development workflow. By learning and mastering these tools, I’ve significantly improved my technical skills, gaining confidence to tackle various projects knowing I have the right tool for each task. Key Benefits of Using Salesforce Tools Salesforce tools have revolutionized how we work and engage with clients. One of the standout benefits is the clear visibility into customer data. This makes our interactions more personalized and effective, as everyone on the team has access to the necessary customer information. Team collaboration also becomes more seamless. Sharing vital information removes delays, streamlining the development process and ensuring we all work towards the same goals. Automation is another game-changer. It reduces manual tasks, allowing us to focus on high-value activities. Companies that embrace these tools often see improved sales and overall business performance. Salesforce Tools for Better Development The right tools can transform your development process. Salesforce tools enhance every aspect, from understanding customer needs to improving team collaboration. By making both teams and customers more visible, these tools lead to better strategies and outcomes. Improved Customer Visibility Customer insight is crucial to business success. Salesforce tools provide immediate access to customer data, enabling us to tailor services to meet their needs. I can now predict trends and respond quickly, enhancing the customer experience. This visibility also allows businesses to adjust plans rapidly, leading to faster improvements. Enhanced Collaboration Across Teams Collaboration is key to success. Salesforce tools enable seamless communication and information sharing across teams, reducing errors and making development smoother. As teams work more efficiently together, productivity rises, and customer satisfaction improves. These tools have fundamentally changed how my team operates, driving us toward our goals. Getting Started with Salesforce Tools When I began exploring Salesforce tools, I realized how crucial it was to understand the setup process. It’s not just about choosing the right tool—it’s about selecting one that aligns with your business needs. I spent considerable time researching and selecting the best tools for my organization, which resulted in smoother operations. Setting up accounts in an organized manner also prevented potential issues down the line. Training was equally important. I provided my team with comprehensive resources and hands-on experience with Salesforce tools. This approach ensured everyone was prepared to use the tools effectively and enhance our productivity. Salesforce Developer Toolkit For a Salesforce developer, the Salesforce Developer Toolkit is essential to improving workflow and productivity. Using the right tools significantly enhances both efficiency and output quality. Essential Tools for Every Salesforce Developer The toolkit includes indispensable tools like the Developer Console and Salesforce Extensions for Visual Studio Code. These make coding easier and allow for better testing and debugging. The Ant Migration Tool is invaluable for transferring project components, tracking changes, and deploying updates seamlessly. Streamlining Development Processes with Salesforce By utilizing the Salesforce Developer Toolkit, I’ve accelerated development processes. Integrated environments and robust command-line interfaces make app deployment faster. These tools enhance my coding efficiency, allowing me to deliver exceptional Salesforce apps to clients with speed and precision. Top Salesforce Tools to Consider When starting with Salesforce, it’s essential to identify the tools that best meet your needs. Salesforce Lightning, Salesforce CLI, and Workbench stand out for their powerful features and benefits. Salesforce Lightning Salesforce Lightning simplifies app development with its intuitive interface. Its drag-and-drop functionality enables quick assembly of components, allowing me to focus on adding value rather than technical complexities. Salesforce CLI For developers who prefer command-line interfaces, Salesforce CLI is an excellent choice. It automates tasks, improves workflow efficiency, and reduces errors, ultimately enhancing productivity. Workbench and the Ant Migration Tool Workbench is a versatile tool for managing data and running SOQL queries, making it a favorite among developers. The Ant Migration Tool ensures smooth metadata transfers between Salesforce environments, ensuring seamless development. Optimizing Salesforce Development Processes Optimizing development in Salesforce involves improving efficiency and productivity. Automated testing, for instance, simplifies repetitive tasks, allowing developers to focus on more complex challenges. Using scratch orgs for feature branches is another winning strategy. It enables developers to work on new features without affecting the main codebase—a must in fast-paced environments. Agile methodologies also transform development processes. Iterative practices ensure that workflows stay up-to-date with evolving requirements, and continuous feedback drives consistent improvement. Integrating Third-Party Tools with Salesforce When enhancing my Salesforce setup, I often consider third-party integrations. Salesforce AppExchange offers a variety of apps that can be tailored to fit specific business needs. This flexibility is invaluable. Salesforce API integration makes it easy to connect Salesforce with other apps, allowing for better data management and automation. By leveraging these integrations, I’ve enhanced workflows and improved efficiency across the board. Best Practices for Enhancing Salesforce Development Maximizing Salesforce development success depends on following best practices, such as leveraging automation and community resources. Automating Routine Tasks with Salesforce Tools Automation is central to my daily routine. Tools like Process Builder and Workflow automate repetitive tasks, saving time

January 16, 2024in Data, Salesforce, Technology

15Jan

How to Implement AI for Business Transformation

Harnessing the Power of AI for Business Transformation The age of artificial intelligence (AI) is here. How to Implement AI for Business Transformation? Once a niche technology confined to research labs and the realm of science fiction, AI has now become a mainstream force. Today, an estimated 35% of businesses are leveraging AI to enhance products, boost efficiency, and gain a competitive edge. However, for companies yet to begin their AI journey, the path to implementation can seem daunting. So how can organizations navigate the complexities of AI and unlock its potential to drive success? This comprehensive guide is designed to empower businesses to confidently adopt AI. We’ll break down what AI is, assess your organization’s readiness, help you develop a robust AI strategy, and explore how to implement and integrate AI across operations. Ultimately, this insight will show you how to embrace AI for continuous innovation, helping automate tasks, uncover insights, and future-proof your business. AI Era Demands an Intelligent Data Infrastructure AI consulting services and digital transformation partners like Tectonic underscore the technology’s immense value, helping organizations evaluate, implement, and scale AI initiatives. However, knowing where to start and who to trust can be challenging. This guide will provide best practices for planning and executing AI projects, helping you make informed decisions when selecting solutions and partners. By the end, your organization will be equipped with the knowledge and confidence needed to make AI a powerful competitive advantage. Understanding the AI Landscape Before diving into AI implementation, it’s important to understand what artificial intelligence is and the wide array of applications it offers. What is Artificial Intelligence? Artificial intelligence (AI) refers to software and machines designed to perform tasks that typically require human intelligence—such as visual perception, speech recognition, decision-making, and language translation. AI is already deeply integrated into many everyday products and services, including: Machine Learning Basics At the core of most AI systems is machine learning (ML), which involves training algorithms on vast datasets, enabling them to learn from examples without being explicitly programmed for every scenario. There are three main types of machine learning: Beyond ML, fields like natural language processing (NLP) focus on understanding human language, while computer vision analyzes visual content such as images and video. Real-World AI Applications Understanding the fundamentals of AI helps organizations align their needs with its capabilities. Common business use cases for AI include: Armed with this knowledge, businesses can better evaluate how AI fits into their goals and operations. Developing a Comprehensive AI Strategy Once you understand the AI landscape, the next step is developing a strategic plan to guide implementation. Establishing an AI Vision and Objectives AI adoption must align with clear financial and operational goals. Leadership teams should identify: Aligning stakeholders and executive leaders around specific use cases will drive urgency, investment, and commitment. AI Ethics and Governance AI adoption also requires guidelines for ethical usage, transparency, and accountability. Organizations should consider: Establishing these frameworks early ensures responsible and transparent AI usage. Resourcing an AI Program AI implementation requires the right talent and resources. Budget considerations should include: A Phased AI Adoption Roadmap Rather than attempting to scale AI all at once, organizations should adopt a phased approach: This roadmap balances short-term impact with long-term scalability. Choosing the Right AI Implementation Approach With your strategy in place, the next decision is how to implement AI. Three primary approaches are: The choice depends on your organization’s internal capabilities, desired level of customization, and timeline. Integrating AI into Your Operations Successful AI implementation requires careful planning and integration with existing operations. Develop an Integration Plan Consider how AI will interact with existing systems and workflows: Address Security and Privacy Ensure that AI systems comply with data privacy regulations and security protocols, especially when handling sensitive information. Drive Adoption Through Training Help staff understand how AI will augment their roles by providing training on how the algorithms work and how to interact with AI systems effectively. Monitor for Model Decay Implement processes to monitor and retrain models as needed to ensure continued performance and reliability. Embracing AI for Continuous Improvement AI should be viewed as an ongoing investment, driving continuous improvement across the organization. Encourage a Data-Driven Culture Empower teams to identify new AI use cases and experiment with AI-driven solutions. Provide the tools and frameworks to facilitate this culture of innovation. Foster Responsible AI Ensure that AI systems are transparent, accountable, and designed to augment human decision-making responsibly. Commit to Reskilling As AI capabilities evolve, continually upskill employees to ensure your workforce remains at the forefront of technological advancements. Unlocking the Future of AI The potential of AI to revolutionize businesses is clear. However, achieving success requires more than just technical capabilities. It demands thoughtful planning, strategic alignment, and a commitment to continuous improvement. By following this guide, your organization can confidently implement AI to unlock powerful data-driven insights, automate tasks, and achieve lasting competitive advantage. The future of AI is full of possibilities—are you ready to seize them? Tectonic is ready to help. How to Implement AI for Business Transformation Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

January 15, 2024in Artificial Intelligence, Data, Google, Technology

07Jan

Improve Customer Experience

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

January 7, 2024in Data, Google, Marketing Automation, Salesforce Copilots, Technology

31Dec

Generative AI Trends for 2024

It’s hard to believe that ChatGPT is only a year old. The number of exciting new product launches over the past 12 months has been astonishing — and there’s no sign of slowing down. In fact, quite the opposite. Earlier in November, OpenAI hosted DevDay, where the company announced extensive offerings across B2C and B2B markets. Cohere has doubled down on its knowledge search capabilities and private deployments. Amazon Web Services launched PartyRock, its no-code gen AI app-building playground. Generative AI Trends for 2024 you can expect to see. We believe that last month’s activity sets the stage for 2024 in the gen AI space. Here are six major trends happening across the space: While the technology’s possibilities continue to grow, we believe there are four principles for CEOs to consider as they drive their gen AI agendas. These principles draw from our experiences building gen AI applications with our clients throughout the year, as well as decades of delivering digital and analytics transformations. Be Intentional: Set Gen AI Strategy Top-Down Gen AI is a gold rush. Everyone from shareholders to employees to boards is scrambling to deploy the latest and most powerful gen AI tools, and many large organizations have over 150 gen AI use cases on backlog. While we share their excitement and admire their ambition, allowing dozens of gen AI projects to spawn across an organization puts at-scale value creation at risk. Generative AI Trends for 2024 With recent developments in the gen AI space, the proliferation of use cases and opportunities will continue to split the already divided attention of leadership teams. C-suites must bring focus with a top-down gen AI strategy, constantly asking how the technology can create enduring strategic distance between the organization and its competitors. Here are some examples from first movers: Smart organizations are taking a 2×2 approach: identifying two fast use cases to register quick wins and excite the organization while working on two slower, more transformational use cases that will change day-to-day business operations. Reimagine Entire Domains Rather Than Isolated Use Cases During 2023, most organizations began experimenting with gen AI, building one-off prototypes and buying off-the-shelf solutions. Yet, as these solutions are rolled out to end users, organizations are struggling to capture value. For example, some organizations that invested in GitHub Copilot have yet to figure out how the value capture is passed back to the business. Organizations need to reframe from isolated use cases to the full software delivery lifecycle. Scrum teams need to commit to shipping more product features, or sales need to offer more competitive pricing to win more business. Stopping at just buying a new shiny tool means the productivity gains will not translate to bottom-line gains. This often means reimagining entire workflows and domains. This serves two purposes: 1) it creates a more seamless end-user experience by avoiding point solutions; and 2) organizations can more easily track value against clear business outcomes. For example, an insurer we worked with is reimagining its end-to-end claims process — from first notice of loss to payment. For each step along the way, the insurer has identified gen AI, digital, and analytics opportunities, while never losing sight of the claims adjuster’s experience. Ultimately, this comprehensive approach made a step-change impact on end-to-end handling time. Buy Selectively, Build Strategically Matching the pace of innovation, many new startups and software offerings are entering the market, leaving enterprises with a familiar question: “Buy or build?” On the “buy” side, organizations are wary about investing in capabilities that will eventually be available for a fraction of the cost. These organizations are also skeptical of off-the-shelf solutions, unsure if the software will perform at scale without significant customization. As these solutions mature and prove their value, “buy” strategies will continue to play a central role in any gen AI strategy. Meanwhile, some organizations find compelling business cases to “build.” These players start by identifying use cases that create strategic competitive advantages against their peers by compounding existing strengths in their domain expertise, workflow integration, or regulatory know-how. For example, deploying gen AI to accelerate drug discovery has become standard in the pharmaceutical industry. Additionally, organizations are investing in data and IT infrastructure to enable their portfolio of gen AI use cases. For many organizations, there has been little to no investment in unstructured data governance. Now is the time. Build Products, Not Proofs of Concept (POCs) With the new tooling available, a talented engineer can build a proof-of-concept over a weekend. In some cases, this might be sufficient to serve an enterprise need (e.g., a summarization chatbot). However, for most use cases in a large enterprise context, proofs-of-concept are not sufficient. They do not scale well into production and their performance degrades without the appropriate engineering and experimentation. At OpenAI’s Dev Day, engineers demonstrated how hard it is to turn a POC into a production-grade product. Initially, a demo POC only achieved 45% accuracy for a retrieval task. After a few months and numerous experiments (e.g., fine-tuning, re-ranking, metadata tagging, data labeling, model self-assessment, risk guardrails), the engineers achieved 98% accuracy. Implications of Generative AI Trends for 2024 This has two implications. First, organizations cannot seek near-perfection on every use case. They need to be selective about when it is worthwhile to invest scarce engineering talent to develop high-performance gen AI applications. For some situations, 45% accuracy may be sufficient to deliver business benefits. Second, organizations need to scale their gen AI capabilities to meet their ambitions. Most organizations have identified hundreds of gen AI use cases. Therefore, organizations are turning to reusable code components to accelerate development. Dedicated engineers, often in a Center of Excellence (COE), codify best practices into these code components, allowing subsequent gen AI efforts to build off the lessons learned from pioneering projects. We have seen these components accelerate delivery by 25% to 50%. Throughout the past year, there has been an endless stream of gen AI news and hype. The coming year will likely be similar

December 31, 2023in Generative AI

22Dec

Marketing Cloud Growth and Advanced Editions

While Growth Edition is tailored to small businesses looking to get started with robust marketing automation, Advanced Edition caters to companies that need more sophisticated tools to scale personalization efforts, improve customer engagement, and streamline workflows. It offers additional features, including real-time journey testing, predictive AI for customer scoring, and advanced SMS capabilities, allowing businesses to enhance every touchpoint with their customers.

December 22, 2023in Data, Enterprise, Marketing Automation, Salesforce, Salesforce Data Cloud, Salesforce Implementation Services, Salesforce Marketing Automation, Salesforce Marketing Cloud, Technology

21Dec

nCino and Salesforce

Leaders in cloud innovation reinforce alliance to provide best-in-class solutions to the financial services industry by extending successful partnership to 2031. Updated commercial terms are expected to improve nCino’s subscription gross margins. Wilmington, N.C. – December 21, 2023 – nCino, Inc. (NASDAQ: NCNO), a pioneer in cloud banking for the global financial services industry, today announced an expanded partnership with Salesforce to accelerate the delivery of best-in-class cloud solutions to the financial services industry. This builds on nCino and Salesforce’s long-standing collaboration, established in 2011, to empower financial institutions with digital innovations that increase efficiency, transparency, and reduce risks while driving customer growth and loyalty. “Our strategic partnership with Salesforce has enabled nCino to transform the financial services industry by providing industry-specific solutions that drive efficiencies, deliver intelligence, and help institutions modernize for a more agile future,” said Pierre Naudé, Chairman and CEO of nCino. “We’re glad to again be expanding our work with Salesforce and are committed to utilizing each other’s strengths to further benefit financial institutions of all sizes around the globe.” “nCino’s success is a testament to the enormous opportunity in front of ISVs building on Salesforce,” said Brian Landsman, Executive Vice President, Global Technology Partners, at Salesforce. “Salesforce is the world’s #1 AI CRM, trusted by thousands of partners to power purpose-built solutions for highly specialized industries. The expansion of our work with nCino will only accelerate how our customers are reimagining the future of personalized financial services.” As part of the agreement, nCino will deepen its connectivity to Salesforce platform tools including CRM, powered by AI and automation, and Financial Services Cloud. These innovations will empower financial institutions utilizing nCino and Salesforce to further modernize customer experiences like onboarding, loan origination, deposit account opening, and portfolio management. The expanded agreement also includes updated commercial terms which are expected to improve nCino’s subscription gross margins, minimum payment commitments from nCino during the first four fiscal years of the term of the extension, and an extension of the term of the agreement to 2031. About nCinonCino (NASDAQ: NCNO) is the worldwide leader in cloud banking. Through its single software-as-a-service (SaaS) platform, nCino helps financial institutions serving corporate and commercial, small business, consumer, and mortgage customers modernize and more effectively onboard clients, make loans, manage the loan lifecycle, and open accounts. Transforming how financial institutions operate through innovation, reputation and speed, nCino is partnered with more than 1,850 financial services providers globally. For more information, visit www.ncino.com. Salesforce, Financial Services Cloud and others are among the trademarks of Salesforce, Inc. nCino Media ContactsNatalia [email protected] Safe Harbor StatementThis press release contains forward-looking statements within the safe harbor provisions of the Private Securities Litigation Reform Act of 1995. Forward-looking statements generally include actions, events, results, strategies and expectations and are often identifiable by use of the words “believes,” “expects,” “intends,” “anticipates,” “plans,” “seeks,” “estimates,” “projects,” “may,” “will,” “could,” “might,” or “continues” or similar expressions. Any forward-looking statements contained in this press release are based upon nCino’s historical performance and its current plans, estimates, and expectations, and are not a representation that such plans, estimates, or expectations will be achieved. These forward-looking statements represent nCino’s expectations as of the date of this press release. Subsequent events may cause these expectations to change and, except as may be required by law, nCino does not undertake any obligation to update or revise these forward-looking statements. These forward-looking statements are subject to known and unknown risks and uncertainties that may cause actual results to differ materially including, among others, risks and uncertainties relating to the market adoption of our solution and privacy and data security matters. Additional risks and uncertainties that could affect nCino’s business and financial results are included in reports filed by nCino with the U.S. Securities and Exchange Commission (available on our web site at www.ncino.com or the SEC’s web site at www.sec.gov). Further information on potential risks that could affect actual results will be included in other filings nCino makes with the SEC from time to time. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

December 21, 2023in Salesforce Financial Services Solutions, Salesforce Implementation Services

13Nov

Sales Forecast Report in Power BI

To predict future sales, a time series forecasting model was created in Power BI. The model used past sales data to predict sales for the next 15 days. Visuals were included to compare forecasts with actual sales, and the results closely aligned with historical trends.

November 13, 2023in Data, Technology

05Nov

Government-Citizen Communication

Engaging Citizens and Influencing Behavior: A Public Sector Strategy Engaging citizens and influencing their behavior to achieve mission-critical outcomes follows a model similar to the traditional marketing funnel used in the private sector. By adapting this approach, government communicators can drive tangible results that contribute to the overall well-being of society. Government-Citizen Communication. Public Sector Communication Objectives: In today’s digital age, citizens expect timely, personalized communication. To meet this demand, government agencies must deliver the right message through the right channels at the right time. A failure to do so risks reduced engagement, which can negatively affect the success of public programs. Expanding Audience Reach To maximize citizen engagement, it’s crucial to focus on reaching a broader audience rather than narrowing it. A key question for communicators and their teams to ask is: “How broad is our audience?” This is an essential aspect of the funnel that ensures wider reach and greater impact. Communication Methods Public sector communication often utilizes a mix of channels, including radio, newspapers, television, and social media, to connect with the public. Collaboration is vital in this sector, requiring effective communication tools to coordinate across teams, departments, and agencies. As technology evolves, new tools are enhancing how public servants communicate and collaborate. Technology-Driven Collaboration Tools Several communication and collaboration tools are reshaping how the public sector operates: Best Practices for Government-Citizen Communication To foster effective engagement, government agencies should implement the following best practices: Secure, Customizable Citizen Communication Solutions Governments can benefit from a secure, open-source communication tool tailored to public sector needs. Such solutions ensure compliance with data protection laws and foster trust between citizens and government institutions, enhancing public service delivery and digital engagement. Tectonic’s Conclusion For optimal citizen engagement, government communicators must focus on expanding their audience reach and utilizing advanced communication tools. In doing so, they can enhance collaboration, drive citizen involvement, and ensure the success of critical public programs. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

November 5, 2023in Data, Google, Laws, Public Sector Solutions, Technology

18Oct

Shifting Trends in Customer Experience

Shifting Trends in Customer Experience Technology Amid Economic Challenges The customer experience technology market has expanded significantly over the past decade. However, the current economic climate is causing a slowdown in sales for this previously unstoppable industry. This shift reflects changes in how decision-makers approach purchasing customer experience software today. The Rise and Current State of CCaaS In recent years, there has been a surge in the adoption of CCaaS (Contact Center as a Service) within the customer experience technology stack. CCaaS is a cloud-based customer service solution that allows companies to operate a contact center without maintaining physical infrastructure or extensive on-premises equipment. Many leaders in CCaaS companies describe their current sales cycles as “weird,” indicating that inflation and global economic instability have finally impacted customer experience technology. Challenges in the Sales Process Brian Millham, Salesforce’s Chief Operating Officer, noted that Salesforce is experiencing “elongated deal cycles, deal compression, and high levels of budget scrutiny.” This means that getting a B2B sales prospect to say “yes” takes longer, clients are paying less, and more people are involved in the decision-making process, causing further delays. This results in frustration for software sales teams, uncertainty for marketing budgets, and broader impacts on related industries. Impact on Other SaaS Providers Workday, a SaaS application business, has lowered its revenue forecasts for the year, citing that larger customers are taking longer to finalize deals in a wavering economy. CEO Carl Eschenbach highlighted that although win rates remain strong, there is increased deal scrutiny compared to previous quarters. This sentiment is echoed across vendors selling customer experience or employee experience software. Marketing Budget Constraints Marketing leaders at customer experience software companies have described the current situation as a “tin-can” scenario when looking for marketing budgets. Despite many companies claiming that their customers are their top priority, economic anxiety leads to cuts in customer experience technology investments. Leaders are questioning the critical need for such technology, and many industries are answering with caution, reflecting a shift in technology purchasing decisions. The Role of AI in Customer Experience There were high expectations for new AI additions to software products, but the results have been mixed. Cosimo Spera, founder of Minerva CQ, noted that many companies testing AI solutions to improve customer experience have reported slow adoption by agents, resulting in increased agent handling time and costs without significant improvements in customer satisfaction or net promoter scores. Joe Fernandez, who founded Klout and is now building AllUp, remarked that companies are in a “wait and see” mode regarding AI, preferring to see stable outcomes before investing heavily in new products. Customer Experience Declines A recent WSJ article reported that customer experience in the U.S. has declined for the third year in a row, based on a Forrester report analyzing consumer perceptions. Consumers are skeptical, feeling that higher prices are not yielding better experiences. This global trend impacts various industries, underscoring the interconnected nature of today’s economy. Rethinking Contact Center Strategies Contact center consultant Michele Crocker, who has nearly 30 years of industry experience, advises companies to rethink their contact center operations rather than making sweeping cuts. She suggests optimizing organizational design and staffing, eliminating unnecessary recurring subscriptions, renegotiating vendor prices, auditing IT expenses, and considering more shared services. Crocker emphasizes the need for a leadership talent assessment to ensure the right leaders are in place to implement strategic growth agendas. She also highlights the potential savings in software costs through renegotiations and the importance of closely monitoring software licenses to avoid waste. A Contrarian Approach In times of economic downturn, a contrarian approach might be beneficial. Despite the slowdown in B2B spending, doubling down on customer experience initiatives could yield significant long-term benefits. Superior customer experiences lead to higher retention rates, increased word-of-mouth referrals, and greater customer loyalty. As many companies cut back on customer experience programs, those that maintain or enhance their efforts will be well-positioned to excel once the economy stabilizes. Like Related Posts Salesforce OEM AppExchange Expanding its reach beyond CRM, Salesforce.com has launched a new service called AppExchange OEM Edition, aimed at non-CRM service providers. Read more The Salesforce Story In Marc Benioff’s own words How did salesforce.com grow from a start up in a rented apartment into the world’s Read more Salesforce Jigsaw Salesforce.com, a prominent figure in cloud computing, has finalized a deal to acquire Jigsaw, a wiki-style business contact database, for Read more Health Cloud Brings Healthcare Transformation Following swiftly after last week’s successful launch of Financial Services Cloud, Salesforce has announced the second installment in its series Read more

October 18, 2023in Technology

13Oct

Sales Enablement from Salesforce

Sales enablement from Salesforce encompasses the utilization of content, coaching, training, and technology. By bringing it all together to facilitate the onboarding of sales representatives, enhance their skills, and optimize their selling capabilities. The responsibility is on sales leaders to establish impactful enablement strategies that directly contribute to revenue goals and to demonstrate their effectiveness. In a business world where sales is increasingly complex, sales enablement proves indispensable in assisting sellers in overcoming key challenges inherent in their roles, such as the need to be subject matter experts, adapting to virtual selling in a hybrid environment, and navigating economic uncertainties. For effective sales enablement, companies must initiate the process by pinpointing a specific and measurable revenue goal, subsequently crafting custom training programs that propel sales reps towards achievement. The journey involves meticulous monitoring of progress as sellers modify their behavior, necessitating adaptability and continuous learning to streamline their path toward efficient growth. This demands the selection of a well-defined enablement goal, articulating the requisite behavioral changes, molding the desired behavior through targeted training initiatives, and vigilantly monitoring advancements. Ultimately, sales enablement must adopt a personalized approach, focusing on empowering sellers with the skills and tools essential for transforming them into adept closers. Before you get started with Sales Enablement from Salesforce, make sure that you understand the responsibilities required to build Enablement programs in Salesforce. Identify colleagues who can take on the responsibilities of managing, assigning, and analyzing Enablement programs. Doing so also helps your Salesforce admin assign permissions so that the appropriate team members can access necessary features. Discover more about Salesforce’s sales enablement tools by reaching out to Tectonic. Contact us 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 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

October 13, 2023in Data, Salesforce, Salesforce Implementation Services, Salesforce Sales Cloud, Technology

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