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Dreamforce 2022: Salesforce launches Genie CDP to enhance real-time customer experience


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Today, at the Dreamforce conference, Salesforce announced the launch of Genie, a real-time customer data platform (CDP) that can help businesses deliver an improved experience to their customers.

Modern day businesses operate over hundreds (nearly 1,000 yen average) of internal applications. Each solution serves a unique purpose and collects valuable data about the customer. However, most organizations tend to keep this information private, leaving close to 1,000 versions of the information for a single customer. This is a major flaw that leads to a broken customer experience.

While Salesforce Customer 360 Solving problems by bringing together customer data in a single view, easy to understand and actionable on, a CRM (customer relationship management) platform only solves part of the problem. subject. The volume of data is growing rapidly, and companies need a way to process information as it is generated – to acquire new customers, retain them, and keep them satisfied. This is where Genie, Salesforce’s latest innovation, comes in.

“Milliseconds matter to every business line in every industry in this new data-driven digital experience world,” said Bret Taylor, Co-CEO of Salesforce. “That is why we developed Genie, the most important innovation in the history of SalesForce Platforms. Genie makes every part of Customer 360 more automated, intelligent, and real-time, allowing customers to experience previously impossible things and deepen every relationship. “

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What does Genie do?

Generally starting today, Genie adds real-time communications to Salesforce Customer 360 capabilities. As the company explains, the offering ingests and stores real-time data streams. and transactional data at scale, empowering business teams to deliver seamless, personalized experiences that continually adapt to changing customer information and needs.

Genie keep running Hyperforce public cloud infrastructure and use built-in connectors to bring data from every channel (mobile, web, API), legacy data through MuleSoft, and historical data from data lakes exclusive data, in real time. It then transforms and harmonizes the data into real-time customer graphs – a unified customer profile. Everything in this chart is visible and actionable across Customer 360, all industry solutions, AppExchange, and custom apps.

Salesforce Genie
How Salesforce Genie works. Image source: Salesforce.

With Genie, Salesforce CRM’s Einstein AI, which generates more than 175 billion predictions a day, can provide predictions and suggested actions in real time. Similar, Sales force flow automation, which saves customers over 100 billion hours per month, can use real-time information to trigger automated actions. This could ultimately transform the operations of different departments using Customer 360. For example, sales reps could receive real-time guidance and recommendations from Einstein to adapt. with an ongoing conversation and closing a deal, while marketers can send personalized messages across channels to adapt customer activity across different brand attributes in real time.

Salesforce partnering with data and AI players

Notably, Salesforce has also partnered with many players in the AI ​​and data ecosystem to enhance Genie’s impact. This includes an interaction with Snowflakes for Genie to access the data stored in Snowflake without duplication, as well as working with Amazon to allow organizations to use SageMakerAmazon’s cloud machine learning platform, with Einstein AI, to build new AI models.

David Schmaier, product manager at Salesforce, says about 500 businesses are using Genie and taking advantage of its benefits, including Formula 1, Ford, L’Oreal and the PGA Tour Superstore.

“As the game of golf has grown in popularity over the past few years, we knew we needed to rapidly enhance our digital presence and deliver tailored, personalized experiences to our audiences. new, diverse on every channel,” said Jill Thomas, CMO at the PGA Tour Superstore. “With Salesforce, we have more control over our messaging and can deliver the right message, to the right people, at the right time. This allows us to be truly customer-oriented and meet people where they are in their journey with the game. “

Other announcements at Dreamforce

Along with Genie, Salesforce also used the stage at Dreamforce to announce updates for Slackincludes Slack Canvas and a Net Zero Market that makes buying carbon credits simple and transparent.

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