salesforce world tour 2023

Key Takeaways from Salesforce World Tour NYC 2023

The December Salesforce World Tour New York City brought together business leaders and experts to delve into key topics shaping the future of customer engagement. Leaders came from a range of industries—but all shared a desire to learn how better to leverage customer data to enhance digital customer and employee experiences. The overriding themes included how to improve employee productivity and satisfaction, elevate customer engagements, and grow customer lifetime value.  

Following are key takeaways from the event and how Riva can help you translate those insights into action:

1. Integrated Workflows Streamline and Strengthen Customer Connections

In this era of digital transformation, customer experiences must go beyond conventional touchpoints. Seamlessly engaging with prospects and customers directly from email platforms is a barrier-busting game-changer. Technologies that facilitate personalized customer experiences must be intuitive, efficient, , effective, and transparent across channels. The emphasis on workflow and platform integration to are key to bringing customer engagement into existing workflows and providing a more unified and engaging experience for both go-to-market teams and customers.  

Riva is actively addressing this need through new offerings and capabilities that allow transparent integration between email systems like Outlook and Gmail and Salesforce and other CRMs that empower teams to connect effortlessly with prospects and customers. Streamlining communication workflows within the work environments teams use every day helps advisors succeed, enhances the customer experience, and aligns with the World Tour’s vision of redefining customer connections by enabling true customer 360 visibility.  

“ Our latest capabilities and new offerings amplify advisors’, sales teams’ and managers’ ability to focus on managing their book of business and amplify their results without leaving their email client while full leveraging Salesforce, ” said Riva CEO, Aldo Zanoni. “ Not only do teams benefit from having immediate access to current and relevant customer data, go-to-market teams are better able to anticipate and project customer needs thereby building better relationships and capturing new revenue opportunities. “

2. The Rise of Data-Driven “Single Source of Truth” Customer 360

Customer 360 as the single source of truth is moving from concept to reality, driven by the importance of having a consolidated and comprehensive view of customer data – across your multiple teams. This is crucial for effective decision-making, streamlined business processes. Delivering customer interaction personalization enables your teams to capture and pursue new revenue opportunities.  In a world where data drives strategy, having a centralized repository that enables secure, curated cross-enterprise access is a core competitive advantage.  

Riva’s product development team has focused on helping you unify customer information between Salesforce and communication platforms like Outlook and Gmail. That success is amplified in a range of new developments slated for release over the next three quarters of 2024.

“Built on direct feedback from key customers, our upcoming solutions leverage the Riva Relationship Engine to help our customers elevate the ability of their advisors and go-to-market team members to connect directly with their customers, ” Zanoni said. “ And because one instance of Riva can unify multiple instances of Salesforce and Microsoft 365 across multiple divisions, Riva takes enterprise-wide Customer 360 to a whole new level. “

With Riva on board, go-to-market teams are able to make decisions based on accurate and current data and provide personalized experiences based on details that create their customers’ big-picture reality.

3. Pairing AI’s Predictive, Generative Power to Drive Autonomous Actions and Agents

Given its rapid rise to prominence and importance, AI was front and center at this year’s World Tour NYC. While there are several areas where AI shows jaw-dropping potential, its power to enhance predictive analytics and generative forecasting models capable of safely driving autonomous actions and intelligent agents is among its most remarkable.  These advancements enhance user experiences, automate processes, and enable proactive decision-making. Businesses that embrace these AI capabilities have the potential to support and enhance human-centric activities, revolutionize their operations, and stay ahead in a competitive landscape.  

Based on customer feedback, Riva is at the forefront of integrating AI into customer interactions that are relevant and directly applicable to helping your advisors and customer-facing teams amplify the success of their efforts. Our new features include predictive analytics and generative capabilities that leverage your Salesforce data – integrated with your AI platform of choice – to ensure your users experience the benefits of the AI revolution – in a trusted, secure manner.

“ In upcoming releases, we’ll add even more AI power and relevance to our solution set, ” Zanoni said. “They will significantly enhance our clients’ customer engagement power by automating communications tasks and customer cadence workflows—and by evaluating the performance of those communications to inform and improve future customer engagements – while respecting your AI platform of choice.”

By incorporating relevant actions and intelligence into your advisors’ everyday workflows, Riva enhances efficiency, providing users with valuable insights, and empowers them to make better data-driven decisions.

4. Leveraging AI Power to Boost Workforce Productivity

It’s easy to focus on AI as a landscape-changing technology—but its value depends on your ability to leverage it in creating brilliant internal and external experiences – while respecting your organization’s AI of choice!  AI’s potential to boost workforce productivity was another common theme at this year’s World Tour. With its ability to automate data entry and unify vast volumes of data—and to monitor and improve data quality—your teams are able to focus their efforts where they count: on the advisor digital experience and customer engagement. AI’s ability to process, analyze, and improve high volumes of customer data highlights how important it is to leverage the best of both machine AND human intelligence—to deliver significant opportunities for cohesive growth and innovation.  

Riva’s longtime focus on process and data quality improvement is front and center in our current solutions—and those slated for near-term release.

“By focusing on AI’s productivity-related potential for financial services companies and other regulated industries,” said Zanoni, ” our upcoming releases are rich with practical improvements that allow advisors and go-to-market teams to leverage applied AI to improve the quality and relevance of their communications and engagements with customers.”

With these advances, Riva’s solutions will contribute to continuous productivity improvements—and help your company lead the industry shift toward increased use of applied AI to solve relevant and high-value problems.  The ability to automatically add contacts from emails to CRM, to improve CRM data quality by automatically updating contact and account information, and suggesting better-performing content will elevate how your advisors and go-to-market teams provide personalized digital experience for customers. By leveraging AI to streamline workflows and enhance user experiences, Riva will play a key role in providing a positive impact and outcomes for your workforce productivity and company’s revenue growth.

5. Bridging the Trust Gap with Trusted, Ethical, Humane AI

(AI that’s based on good data, that’s reliable (no hallucinations), and that’s aligned with human objectives) 

Given the rapid pace of AI adoption and the shortage of consensus on its long-term impacts, trust will remain a critical factor in successful AI projects. Building trusted, ethical, and humane AI requires enterprises to embrace, restate, and demonstrate their commitment to data privacy, transparency, and responsible AI practices. In order for workers and customers to embrace AI, building and sustaining trust in its use is foundational for successful AI adoption.  

Since our earliest days, the Riva team has placed a high priority on data privacy that reflects our customers’ ethical and responsible customer data use. We pursue that same level of commitment as we incorporate AI technologies into our solutions.

“We’ve always worked in environments where data security, compliance, privacy, and governance were paramount,” says Zanoni. “If anything, AI has only increased our focus on protecting our customers’ data to improve their customers’ journeys and experience.”  

You can count on Riva’s products to emphasize data privacy, user control, and transparency. By adhering to the tenets of trusted AI, Riva helps customers bridge the trust gap and contribute to the development of an AI ecosystem that is innovative, trustworthy, and ethical.  

6. Harnessing the Combined Power of Data + AI + CRM

As World Tour attendees know, AI is a catalyst. But it’s the synergy of data, CRM, and AI that will prove transformative for organizations aiming to drive customer-centric strategies. This combination empowers businesses to leverage insights, boost productivity, enhance customer experiences, streamline operations, and drive customer-centric revenue growth.

Riva’s current and upcoming products embody the power of combining data, AI, and CRM.

“Our integrated solutions provide our clients with the customer data they need within the platforms they use every day,” says Zanoni. “More than that, they help customer-facing teams translate the power of data, CRM, and AI into practical and powerful actions—elevating the quality of customer engagement cadences to drive long-term satisfaction. Put simply, our solutions keep our clients above the noise.”

By unifying and improving customer data, providing AI-driven insights, and seamlessly integrating with CRM systems, Riva facilitates a holistic approach to customer engagement. Our solutions empower organizations to harness the full potential of customer data and AI, taking their CRM strategies to the next level.

A Brave New World Tour

As anticipated, World Tour NYC painted the latest perspective in an AI-influenced business landscape that continues to evolve. It also focused on how customer 360 remains a critical objective for an increasingly customer-centric marketplace in the near- and long-term future. A key difference at this event is the growing embrace of IT and revenue operations integration transformative catalysts for everything from predictive analytics, forecasting, and automation to improved worker digital experiences and productivity to a full Customer 360 reality.

At Riva, we are encouraged to learn that by working with our customers and focusing on what’s important to you, we are able to meet your requirements and expectations as they implement new AI-infused solutions. And based on customer feedback at Salesforce World Tour NYC, we are thrilled that our product development instincts and strategies are on target to provide you with brilliant digital experiences for your advisors, sales teams, to deliver a full and modern customer journey and experience. 

As 2024 shifts into gear, we’re excited to share new product developments that will help you stay ahead of the competition! You can count on Riva to help you continue to grow and build the confidence and trust of your teams and customers by delivering on the promise of an AI-enhanced future – designed to meet your needs.  

Want us to keep you in the loop? Join 10,000 business leaders and sign up to Riva Monthly Newsletter for regular updates and tips on leveraging customer data to enhance digital customer and employee experiences.

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Salesforce World Tour London ’23: Take-home messages

Salesforce World Tour returned to London this week. Whilst I was unable to attend in person, I’ve been catching-up on Salesforce + . Want a quick summary? You’ve come to the right place! Here are my key take-homes from World Tour London: AI Day.

Investing in the UK market

Salesforce is investing $4 billion into the UK business over the next 5 years. Areas of focus will be AI, innovation, customer success and growth. 

Summer of AI

At  AI Day: New York , Salesforce referred to this being the ‘Summer of AI’. Instead of the normal Spring, Summer, and Winter releases, new features are being released when they are available. With 16 AI feature drops in the next 3 months, there is plenty to keep an eye on! 

AI Day: AI Cloud & Generative AI

The focus is on rolling out generative AI capabilities onto Salesforce. Salesforce’s vision is that by infusing generative AI throughout the platform, it can help end users, admins and developers be more productive. Very powerful stuff!

Sales, Service & Marketing GPT

There are many potential use cases for generative AI in Salesforce. During the sessions, various features were overviewed. The main items covered are as follows: 

• Activity 360 : Introduced in May, this automatically logs interactions and provides real-time activity reporting with actionable insights in a single place. More information  available here . 
• Buyer Assistant : Personalised AI driven conversations with prospects on a website to help with lead qualification. 
• Conversational AI : Supporting 16 languages. AI driven call transcription, summaries, next steps and call coaching (e.g. Zoom, Teams, Google Meets), etc. 
• Sales Emails : Empower team members with AI generated emails. Check out the ‘ Prompt Studio ‘ slides for more information. 
• Sales Assistant : Tool to help sales reps complete prospecting, research, carry out follow-ups and update CRM data.

Service GPT

• Service Replies : Generate personalised, grounded responses to customer interactions from any channel.
• Work Summaries : Wrap-up a case automatically based on case data and history.
• Knowledge Articles : Automatically generate knowledge articles (e.g. based on Slack Swarms, Chats, etc).
• Mobile Briefings for Field Service GPT : Automatically generate briefings for front-line workers;  info for a specific service appointment (i.e. assets, customer data, information from previous interactions, etc).

The case study from  John Lewis Partnership  demonstrates how the top three of these can be used. Examples of the top three features are shown in the ‘Prompt Studio’ slide deck . 

NOTE: There is a follow-up webinar on Service GPT on 19th of July 2023.  Click here for more info . 

Marketing GPT

• Copy generation: Use Einstein GPT to generate ideas for subject lines in Marketing Cloud.  

Einstein GPT Trust Layer

You may be wondering what is at the heart of all of these generative AI features? The answer is AI cloud, which is powered by the ‘Einstein GPT Trust Layer’. This provides the tools to:

• Harness generative AI securely (e.g., data masking, secure gateway and zero retention).
• Three deployment strategies for Large Language Models (LLM): shared trust, Salesforce hosted or bring your own model.
• Protect against generative AI risks, such as hallucinations, bias, and toxicity.  Click here for more info .

It is also worth noting the Audit Trail provided by the Einstein GPT Trust Layer.  This will allow admins to see how prompts are being used and their effectiveness. Overall, the solution keeps ‘humans in the loop’; empowering teams to review generated content and amend prompts as needed. For more information,  click here .

Data Cloud (formerly Salesforce Genie / Customer Data Platform) featured throughout the day. Case studies such as  Santander ,  Heathrow  &  F1 showcase how Data Cloud has the potential to harmonise fragmented data. This can then be fed into Einstein GPT to generate personalised, targeted content. 

The following updates were of note:

• AI driven segmentation : Use Natural Language Processing (NLP) to segment data in Data Cloud
• Data Sharing with Google BigQuery : Data Cloud can query data in Google BigQuery, without copying the data. 
• Bring Your Own model with Google Vertex AI : Use Google Vertex models across the Salesforce Platform.  Click here for more information . 

Prompt Studio

A prompt is a question and/or instruction given to an AI tool to generate an output. Providing a clear and ‘grounded’ (i.e., contextualised) prompt is critical. After all, an LLM cannot generate a useful response, if you have not given it the context it needs. U sers could type in long, detailed prompts. However, this is time intensive. This is where ‘Prompt Studio’ comes in. 

Prompt Studio allows admins to create prompt templates. These can be used throughout the platform (e.g., Apex and Flows). This will likely become an essential tool, with more information following in due course. Check out the slides below for more information.

Housekeeping

Before we start to wrap-up this post, it is important to take into account this piece of advice: 

AI is great, but unless you have a clean org and you have really streamlined processes, it will not help you yet Gillian Bruce, Principle Admin Evangelist, Salesforce. AI Day Main Keynote Highlights & Insights .

Given all the excitement about AI, it is important to remember model outputs can only be as good as their inputs. The Einstein GPT Trust Layer provides many valuable tools. However, Salesforce teams and system users must work together to keep an org clean. This will help ensure everyone gets the greatest results from AI cloud.

It is easy to focus solely on the technology from the day. However, World Tour also provides an opportunity to reflect and recognise the contributions of others in the ecosystem. Here are two pieces of news which caught my attention.

A new golden hoodie recipient

Congratulations to Todd Halfpenny on receiving a golden Trailblazer hoodie! Click here for more info .

Levelling the Playing Field: Equality Matters

Equality… is not just about fairness…it is about realising the potential of every individual and that drives innovation and will lead to sustainable growth. Carolan Lennon – Ireland Country Leader, Salesforce. Leveling the Playing Field: Equality Matters .

Last but far from least, there was a very thought-provoking session on equality. The panel discussed a variety of key topics for any business. Among the key themes covered were:

• Accountable: Ensure that there is transparency of key metrics and on-going monitoring.
• Intentional: It is important to actively reach-out to under-represented communities.
• Measurability: Define clear and transparent measures which can be objectively considered.

It is clear that Salesforce’s ‘Summer of AI’ is in full-swing. This post has covered a variety of features and announcements, ranging from the Einstein GPT Trust Layer, through to Prompt Studio. As we head towards Dreamforce and beyond, we’ll see more innovations become available. Whilst it is still relatively early days for generative AI, there is already plenty to explore. 

Bonus Penguin Fact

In a  previous post , I wrote about Little Penguins (Eudyptula minor). This past week, I visited Sea Life Weymouth, home to the only colony of these penguins in Europe! In honour of these penguins, here’s another fact about the smallest living species of penguin. 

Little Penguins are native to Australia and New Zealand. Phillip Island (Australia) is home to the largest Little Penguin colony in the world. It has become famous for what is known as the ‘Penguin Parade’. At dusk, the Little Penguins return from their hunting and waddle back to their burrows. This can prove quite the spectacle!

Here is a video of Andrew Cotter, a well-known sports commentator narrating the the parade. Well worth a watch!

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Or check out some of our other articles:

• The Lightning Usage App & the Power of Insight: Who, What, When and Why
• Spring ’23 Preview Release Summary
• Access Management: The End of Profiles?
• September 21 IdeaExchange Prioritisation – Don’t lose your Coins!

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Salesforce World Tour 2023

The Six Five team discusses Salesforce World Tour 2023.

If you are interested in watching the full episode you can check it out here .

Disclaimer: The Six Five Webcast is for information and entertainment purposes only. Over the course of this webcast, we may talk about companies that are publicly traded and we may even reference that fact and their equity share price, but please do not take anything that we say as a recommendation about what you should do with your investment dollars. We are not investment advisors and we ask that you do not treat us as such.

Transcript:

Daniel Newman: Let’s talk Salesforce. Pat, Salesforce is on World Tour in case anybody wanted to know.

Patrick Moorhead: What does that mean for people? What does it mean? What does Salesforce world tour mean? That they’re going from, I know, sorry, they’re going from city to city, right? A similar way that Mongo does. No, not everybody follows Salesforce, just thought I’d add that.

Daniel Newman: No, I mean they go and they do events in different regions and cities and they announce different things. I mean, look, this has been a, Salesforce by the way, go back to my predictions. One of the companies that has done a pretty good job of talking about a monetization strategy, you’re talking about going back more than half a decade since it initially announced Einstein, which was going to be an AI in the boardroom. Early implementations did not perform to the standard. But with the advent of generative AI, I think it’s pretty safe to say that with customers that have big investments in Salesforce, they’re going to be able to get more out of their Salesforce instances with the utilization of LLMs, Copilot, Genie, Einstein, and its broader portfolio. But what did they announce this week? I mean, basically it was all about Vector and Copilot.

And so what does that mean? Well, first, people that use Salesforce tend to be, at least historically, the idea was always about simplifying the software stack, the software environment, right? The reason you went to a full SaaS-based CRM was because you wanted easy up, easy setup, easy features, and just be able to have the benefit of continuous updates that you get from Salesforce. One of them is going to be about fine-tuning LLMs. And so the company’s offering what it’s calling its Data Cloud Vector Database. This will enable different data types across the enterprise landscape to be utilized in biz apps and workflows. And it will help companies to ideally drive more ROI from their unstructured data. So the Vector is what really enables the unstructured data to be used. So things like emails and PDF documents, video call transcripts, getting them into the data set to be able to provide better responses, say through your sales emails or your marketing outflow. So that’s the first thing.

The second is going to be what they call Einstein Copilot Search. And this is going to be available in a couple of months. It’s going to basically offer enhanced search capabilities that can do better responses to complex queries across the different data sources. It’s going to tie into this Vector Database for sure. It’s going to be able to reply using Copilot to sales inquiries, customer service marketing inquiries, even across e-commerce and IT services. So this will be able to take a combination of an enterprise’s unstructured structured data landscapes. And one of the things that they’re really focused on with their Copilot Search is going to what they call their Trust Layers. You go back to my announcements for what I think is coming next year, and I mentioned trust and responsibility. Well, Salesforce has what it calls its Einstein Trust Layer, and this is where it’s going to be able to offer citations to source material.

So all of the outputs that you get from an inquiry to the Copilot Search are going to be able to provide you source material of where that response came from. Sometimes we call it grounding, sometimes we call it transparency. This is important, and obviously with Vector, it’s important that it’s going to be able to be associated with this grounding. Some companies are turning to a knowledge graph to be able to do this as well, but in the end, Vector is a good start, but everybody’s going to want to be sure that the technology is accurate, not just responsive. And so that’s going to be a big focus ahead, and Salesforce made some strides at their world tour in New York this week.

Patrick Moorhead: Good. Blow-by-blow, dude. I want to dial this out just a tad. So I was increasingly critical of Salesforce’s ability to tell the story with AI of how do I get the data that’s locked on-prem and take advantage of this to the company’s credit. They’re doing a better job with Data Cloud in doing that in services, either with API based or with MuleSoft and going to this what they call an ETL list data. But they’re not doing a good enough job, and I don’t know why they don’t lead with it.

I’d also like to see them be a little bit more publicly overt, that they can pull data in from SAP, they can pull data in from Oracle to be able to connect the front end of the backend that you love that, Dan? And without it, I think they’re just selling to the current customer base, and I think it limits their growth. Not that marketing tech and CRM and stuff like that don’t have growth, they do. But if you’re trying to put the whole stack together, whether it’s marketing, whether it’s Slack and all the other acquisitions that they’ve made, you have to be very deliberate in how you share that data.

And Dan, when I’m talking to CIOs or whoever’s in charge of AI and enterprise, first thing we talk about is the data. I think people are in on the projected benefits, but when it gets to the, how the heck do I do this? If it involves me exporting data that I’ve kept on-prem or on the edge for the past 30 years, it literally, it goes almost nowhere. So good job in progressing AI. Salesforce is one of these companies that I do feel like is taking advantage, and getting credit for some of the AI, but if we truly believe this is a 10, 20 X opportunity here with generative AI for companies who own it, they have a lot more work to do on this.

Patrick Moorhead

• Patrick Moorhead https://moorinsightsstrategy.com/author/phfmphfmgmail-com/ Moor Insights & Strategy Weekly Update Ending April 19, 2024
• Patrick Moorhead https://moorinsightsstrategy.com/author/phfmphfmgmail-com/ Nvidia GTC 2024 Wrapup: Blackwell, MediaTek, Omniverse And Vision Pro
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Get ready, Trailblazers.

Big names and big ideas are coming to mumbai..

Tuesday, 27 June 2023 | Jio World Convention Centre Mumbai

Tuesday, 27 June 2023 Jio World Convention Centre Mumbai

We hope you had a great time at World Tour Essentials India. We look forward to seeing you at a future event!

It’s time to learn, be inspired, and connect.

Become a Customer Company with the world’s #1 CRM.

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Meet some of our visionary Trailblazers

Deepak Sharma

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