Dreamforce 2017: Salesforce Powers Personalized Digital Experiences


Salesforce Dreamforce 2017

Salesforce, the world’s leading B2B and B2C CRM company that promises to “connect to your customers in a whole new way” on Monday launched new platform services to harness the power of the Fourth Industrial Revolution including advancements in personalization, online learning, artificial intelligence, productivity, mobile and IoT.

Unveiled this week at Dreamforce, its annual conference in San Francisco, hundreds of millions of Salesforce Trailblazers worldwide now have more tools at their disposal to drive innovation, grow their careers and transform their businesses with smarter, more personalized digital experiences.

“The Fourth Industrial Revolution is reshaping every business, industry and economy, and the customer is at the center of it all,” Salesforce chairman and CEO Marc Benioff explained. “Salesforce is delivering breakthrough technologies like artificial intelligence to empower Trailblazers to deliver customer success, develop their careers and contribute to society in meaningful ways.”

The new services for the Customer Success Platform, all point-and-click, drag-and-drop tools include:

myTrailhead: Salesforce is extending its gamified online learning platform to enable every company to customize the learning environment with their own content, branding, look and feel—all with a simple, drag-and-drop user interface. myTrailhead reinvents corporate learning and enablement at every step of an employee’s career journey—from custom onboarding trails to company-specific enablement skills.

myEinstein: Now admins and developers of all skill levels will be able to build custom AI apps across Salesforce, with clicks, not code with two new powerful machine learning platform services: Einstein Prediction Builder, which allows customers to automatically create custom AI models that can predict outcomes for any field or object in Salesforce; and Einstein Bots, which can be trained with historical service and CRM data to quickly and accurately respond to common customer inquiries, resolve routine issues, and seamlessly handoff to customer service agents, if required.

myLightning: Trailblazers can declaratively build customized apps, themes, flows and components, enabling the next level of productivity in their Salesforce user experience. The entire Lightning framework makes it easy to build deeply customized CRM experiences. With myLightning, admins can specify brand images, colors, page background images and more to align with their brand.

mySalesforce: Now any Trailblazer—from admins to business users—will be able to build and deploy powerful, modern, highly-customized mobile apps with point-and-click tools. mySalesforce will also publish any company’s customized mobile app to the App Store and Google Play, including testing and configuring the app before submitting it for approval.

myIoT: Any Trailblazer—ranging from developers and admins to business users—can leverage IoT data to create rules-based automation for any business process, natively within the Salesforce Platform. Now anybody can combine connected device, sensor and application data with customer context from Salesforce to create proactive sales, service and marketing experiences.

Google: Benioff announced a global partnership with Google “to deliver higher productivity and more connected customer experiences.” As part of the agreement, Salesforce has named Google Cloud as a preferred public cloud provider to support the company’s rapidly growing global customer base. Salesforce plans to use Google Cloud Platform for its core services as part of the company’s international infrastructure expansion.

In addition, the companies will offer new integrations that connect Salesforce, the world’s #1 CRM platform, with G Suite, Google’s transformative productivity and team collaboration services, enabling customers to surface powerful customer intelligence seamlessly between Salesforce Lightning and Quip and Gmail, Hangouts Meet, Google Calendar, Drive, Docs and Sheets.

“Our partnership with Google represents the best of both worlds for our customers,” said Benioff. “There has never been an easier way for companies to run their entire business in the cloud—from productivity apps, email and analytics, to sales, service and marketing apps, this partnership will help make our customers smarter and more productive.”

In other new product news, Salesforce announced the Quip Collaboration Platform, featuring Live Apps, for quicker team collaboration and enhanced interactivity. The Quip Collaboration Platform includes out-of-the-box workflow templates to manage tasks ranging from developing a product roadmap to preparing for a new product launch and mapping out sales territories. The centralized canvas pulls together relevant information from documents, to spreadsheets and team communications, along with real-time application information.

The Salesforce Customer Success Platform will power more than 1.7 trillion B2B and B2C transactions this year for more than 150,000 customers, driving the creation of 3.3 million new jobs and more than $859 billion in new business revenues worldwide by 2022.

Dreamforce 2017 spans four days where more than 170,000 Trailblazers from more than 91 countries are registered to attend, and 10 million viewers will join online. A Dreamfest event features Grammy award winners Alicia Keys and Lenny Kravitz, expected to raise $10 million for UCSF Benioff Children’s Hospitals.