Salesforce Genie makes every part of the Customer 360
real time, so every business can deliver magical customer
experiences
Companies like Ford, L'Oreal, Formula 1®, and PGA TOUR
Superstore are using Salesforce Genie to reinvent how they
connect with customers, delivering real-time, personalized customer
experiences at hyperscale that feel like magic
Strategic partnership innovations expand the power of Genie:
Real-time data access and sharing with Snowflake; 'Bring your own
AI' with Amazon SageMaker; Privacy-safe first-party advertising
integrations
SAN
FRANCISCO, Sept. 20, 2022 /PRNewswire/ -- Salesforce
(NYSE: CRM), the global leader in CRM, today unveiled Salesforce
Genie, a hyperscale real-time data platform that powers the
entire Salesforce Customer 360 platform. With Genie, every
company can turn data into customer magic, delivering seamless,
highly personalized experiences across sales, service, marketing,
and commerce that continuously adapt to changing customer
information and needs in real time.
Today, 71% of customers expect every interaction with a business
to be personalized. However, data remains siloed and duplicative
across most companies. Companies on average have 976 separate
applications to run their business — that's potentially 976
versions of a single customer, leading to disconnected digital
experiences. Responding to customer needs in real time is more
critical than ever, but is becoming more challenging as the amount
of data created, captured, replicated, and consumed each year is
expected to more than double by 2026. Companies must seamlessly
connect digital and real-world customer interactions in order to
provide the most relevant, personalized, and compelling
experiences, in every moment.
A sales rep can no longer rely on in-person communication
to close a large deal — reps need real-time insights about every
customer, based on real-time and historical data, to act on the
most relevant information in the moment, every time. A service
agent runs the risk of losing a valuable customer if they lack
a complete, real-time view across every touchpoint — every agent
needs a source of real-time customer truth. With real-time patient
data, healthcare providers can deliver proactive guidance
and care recommendations.
"Every business leader wants to take advantage of real-time
data to create compelling, personalized customer experiences —
milliseconds matter in this new digital-first world," said
David Schmaier, President and Chief
Product Officer, Salesforce. "That's why we built Genie, our most
significant innovation ever on the Salesforce Platform. Genie makes
every part of Customer 360 more automated, intelligent and
real-time."
Salesforce Genie: Unify data to
build a real-time customer graph and single source of truth
As the heart of real-time Customer 360, Salesforce Genie ingests
and stores real-time data streams at massive scale and combines it
with Salesforce transactional data. Genie includes built-in
connectors that bring in data from every channel (mobile, web,
APIs), legacy data through MuleSoft, and historical data from
proprietary data lakes.
Genie transforms and harmonizes the data into a real-time
customer graph – a unified customer profile record. Because Genie
is built using the Salesforce metadata model, everything in the
customer graph is visible and actionable across the entire Customer
360, every industry solution, AppExchange, and customer apps.
With Genie, Einstein AI and Flow automation services can harness
the power of hyperscale real-time data to enable more dynamic and
responsive actions and engagement. Einstein, which generates over
175 billion predictions every day, can now deliver personalization
and predictions based on real-time data. Flow automation, which
saves customers over 100 billion hours every month, can now use
real-time data to trigger actions automatically.
And Genie runs on Hyperforce, Salesforce's public cloud
infrastructure. Hyperforce provides data residency, security,
privacy, and regulatory compliance controls, with built-in
data ethics features that govern data and increase consumer
trust.
Partnerships expand the power of Genie with data, AI, and
advertising innovation:
- Secure real-time and open data sharing between Salesforce
and Snowflake allows Genie to directly access data stored in
Snowflake, and vice-versa, enabling a real-time customer 360 view
across the two platforms without moving or duplicating data.
- 'Bring your own AI' with Amazon SageMaker enables
organizations and their data scientists to use SageMaker, Amazon's
cloud machine learning platform, directly with Einstein,
Salesforce's AI technology, to build new AI models tailored to the
unique needs of their business, and use them in real time across
the Customer 360.
- First-party advertising with partners such as Amazon Ads or
Meta enable new privacy-safe integrations for advertising
activation and aggregated insights — powered by unified first-party
data from Salesforce CDP — for more personalized and efficient
marketing at scale.
- New AppExchange Genie Collection features 18 Genie
partners with apps and experts that help companies automate
relevant advertising, enrich customer profiles, and extend the
power of real-time data with Salesforce.
Customer 360: The world's first
real-time CRM
Now, Genie makes every Customer 360 cloud and industry solution
automated, intelligent, and real time. The full list of new Genie
innovations, including strategic partnerships, can be found
here.
- With Sales Cloud Genie, every sales rep can receive
real-time guidance from Einstein during customer video and voice
calls. This enables reps to adapt to the conversation, and
automatically receive real-time recommendations to offer
customers.
- With Service Cloud Genie, every service rep from the
contact center to the field can provide proactive service with
real-time alerts, and enable reps to intervene, engage the
customer, and resolve issues.
- With Marketing Cloud Genie, every marketer can deliver
personalized messages across channels that adapt to customer
activity across various brand properties in real time.
- With Commerce Cloud Genie, every retailer can build
tailored shopper experiences that adapt to real-time customer
actions, including abandoned shopping carts or actions taken on a
website or mobile app.
- Across any industry, companies can leverage a unified
profile and real-time data to deliver more personalized
experiences. For example, in healthcare, where milliseconds matter
most, real-time data from Salesforce Genie informs unified patient
health scores that healthcare providers use to tailor patient
care.
- With Tableau Genie, every business can monitor KPIs in
real time to inform action across the business, including real-time
purchase data for sales, real-time case spikes for service, and
real-time web traffic for marketing.
- With MuleSoft Genie, every business can unlock real-time
data across any modern or legacy system.
- With Slack Genie, an IT leader can immediately increase
efficiency by enabling teams to automatically view real-time data
from any channel with intelligent workflows.
Ford, L'Oreal, Formula 1®, and PGA
TOUR Superstore deliver customer magic
- "Being a customer-first company means creating experiences that
are more simple, convenient, and rewarding so that we are
consistently earning our customers' loyalty. Our customer
relationships are intricate, so we needed a partner that could
transform how we provide seamless and personalized experiences
across every touchpoint — sales, service, marketing, commerce, and
IT," said Suzy Deering, Global
Chief Marketing Officer for Ford. "Salesforce Marketing Cloud
and CDP provides the single source of truth we need to connect the
customer experience across every step in the journey shopping —
through purchase, accessories, onboarding, and maintenance."
- "We have made the conscious decision to become the leader in
BeautyTech, to provide unmet levels of personalization and
real-time consumer experiences," said Barbara Lavernos, Deputy
CEO in charge of Research, Innovation and Technology at
L'Oréal. "Thanks to Salesforce Marketing Cloud, Personalization
Commerce Cloud, and Service Cloud, the whole path of our consumers
can be more interconnected, enabling us to connect easily with them
at every point of their shopper journey via their preferred on-line
and off-line channels, including web, mobile, and in-store," said
Asmita Dubey, Chief Digital &
Marketing Officer at L'Oréal.
- "Formula 1® has seen explosive growth over recent years, and
our growing fan base of 500 million global fans and a global TV
audience of 1.5 billion is at the heart of everything we do. We
partnered with Salesforce to get a full view of our fanbase,
increase and deepen the intensity of fan engagement, and attract
new fans," said Marek Borowik,
Global Head of Fan Engagement at F1®. "Salesforce will
enable us to understand how our data integrates across every
channel — both physical and nonphysical, and across the globe. We
knew Salesforce would be the perfect addition to understanding our
growing fanbase using AI and automation to deliver scalable,
hyper-personalized, and real-time experiences. We can now move away
from our siloed set of solutions to have a seamless platform to
store and maintain our fan data."
- "As the game of golf has increased in popularity the past few
years, we knew we needed to quickly elevate our digital presence
and deliver personalized, relevant experiences to a new diverse
audience across every channel," said Jill Thomas, CMO at PGA TOUR Superstore.
"With Salesforce, we're much more in control of our messaging and
are able to deliver the right message, to the right person, at the
right time. This allows us to be truly customer-driven and meet
people where they are in their journey with the game."
Availability
- Salesforce Genie is generally available today
Additional Information
- Learn more about Genie here
- See Genie in action at Dreamforce 2022
- Learn more about the apps and experts in the AppExchange Genie
Collection
- Follow @salesforce on Twitter
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SOURCE Salesforce