Dreamforce, the world’s largest software conference, had another fantastic event filled with incredible speakers, new features, and lots of customer success stories. The four-day event held the attention of the business world as Salesforce hosted more than 170,000 attendees and over 13 million online viewers. Dreamforce 2019 brought together thought leaders, industry pioneers, and Trailblazers from all over the world. With over 2,700 sessions, the Corrao Group team was active to ensure we captured the important announcements and partnerships. Here are our top 5 takeaways from Dreamforce 2019.
1. Apple Partnership
Continuing their ongoing partnership with Apple has given Salesforce an all-new mobile app that is both conversational and smart. In addition, Apple has helped Salesforce with the ability to build mobile apps tailored to address unique user needs, and the ability to learn on the go with the new app Trailhead GO. Tim Cook, CEO of Apple, joined Marc Benioff, CEO of Salesforce, for a fireside chat where they both expressed the future of productivity is mobile. Benioff told Cook during the conversation that he runs his $143 billion company from an iPhone, “I don’t even own a computer anymore. The phone has become an extension of my office. Where ever I am, if I have a phone, I can work.”
The fireside chat involved some exciting dialogue between the two business leaders as they discussed the future of productivity on a mobile device, artificial intelligence, Steve Jobs, values, and more. Benioff asked Cook the most important value in his life, in which Cook answered, “In my upper thirties, it became clear to me that we’re almost searching your whole lifetime for your purpose. I’m sure some people in the audience have done this too… and, you are almost convinced early in life about your purpose in life is this and that… but it keeps changing as you move ahead in life. Soon you realize that the purpose of life is to help somebody else. That is the sole reason that we’re here. Life gets so much simpler once you get that in your head…That’s my North Star.”
We are excited to see the partnership that will unfold over the next couple of years between Apple and Salesforce. Cook believes there is a tremendous growth trajectory for enterprise apps specifically built for the Apple and Salesforce partnership to help users improve productivity. We will have to wait and see what Salesforce and Apple do next; for now, we have a new Salesforce Mobile App that can host your entire business on a mobile device that is conversational, and smart.
2. AWS Partnership
Amazon Web Services, Inc. (AWS), an Amazon.com company, announced an expansion of their global strategic partnership with Salesforce, the global leader in Customer Relationship Management (CRM). Salesforce introduced their new Einstein Voice, which seamlessly integrates with Amazon Connect to provide service agents with a complete set of tools to deliver the best quality service to their customers. Salesforce is offering AWS content available on Trailhead to train anyone who wants to become proficient in the cloud.
The biggest headline from all of Dreamforce 2019 was Salesforce releasing its new Einstein Voice. Delivering excellent customer service over the phone is still a challenge for many companies, and that is where the new Service Cloud Voice can help out. Einstein Voice offers AI-driven insights on a call with a customer, integrates calls easily, and can boost productivity by closing cases faster with insights from Einstein. If your company is off business hours, let Einstein answer the phone for you to help quickly solve customer issues. Service Cloud Voice-enabled State Farm to provide a faster resolution for customers – 31% times faster.
The release of Einstein Voice will help service workers improve customer relationships. Having the ability to see real-time insights into what could potentially help solve customer issues faster is effective and exciting. Corrao Group is interested in how Einstein Voice will affect the field service workers. Could Einstein Voice help service technicians who are not hands-free report issues faster with the ability to speak directly to Einstein? We will have to wait and see for that answer. For now, the ability to have Einstein Voice will be beneficial to all service teams.
3. Einstein Call Coaching
Einstein’s Call Coaching uses AI technology to analyze audio clips and present insights for your sales reps. It can help your sales manager understand what’s going on in the customer calls. Einstein Call Coaching empowers insides sales teams with management-level visibility into critical moments during a call, conversation trends, and a conversation library, which highlights the team’s best examples of successful calls. Einstein uses this information and gives insights to help your sales rep performance.
Sales Managers can utilize Einstein Call Coaching to give sales reps the information they need to become top performers, or informed decision-makers at the company. Sales managers have analysis and visibility into every single call with insights from Einstein. Insights for sales managers and reps can range from trends such as which competitors are being mentioned in conversation, how are we positioning different products, and how are we handling objections. We are interested to learn more information about Einstein Call Coaching as it is only still being piloted with a rollout plan to be made available to users in June 2020.
4. Salesforce 360 Truth
Salesforce, the global leader in CRM, announced Customer 360 Truth, “a new set of data and identity services that enable companies to build a single source of truth across all of their customer relationships” (Salesforce). “Now, this is a computer science holy grail that we’ve been trying to put together for a long time,” added Benioff, the founder of Salesforce. Salesforce 360 Truth aims to let Salesforce users and clients achieve a clear understanding of their customers by managing data and prior interactions all in one single source of truth. In addition, Einstein can be paired with 360 truth, and can help “guide you and help you run your business and connect with your customers in a whole new way,” Benioff said.
We’ve always believed that having a single source of truth is crucial to have an optimized Salesforce instance. Corrao Group lives by the motto, “If it’s not in Salesforce, it doesn’t exist.” Housing all your data in one system will improve your ability to have a clearer picture of customer data, reports, and more. Salesforce 360 Truth will help businesses provide better customer service, predict sales opportunities, and create a personalized marketing journey, all with the help of Einstein insights and recommendations.
5. Salesforce Mobile and Trailhead GO
A fully redesigned CRM app, Salesforce will add Einstein AI, analytics, and integration with iOS features such as Siri and Face ID to their new mobile app. In the mobile app, Siri and Einstein’s voice assistant can add tasks, update CRM records, and take notes. The new designed CRM app is all apart of Salesforce’s plan of moving the Customer 360 Platform onto the mobile device. In addition to the new CRM app, Salesforce is also launching a learning app called Trailhead GO with exclusive features and more than 700 training models available to Apple’s iOS and iPadOS. The release of the new mobile app and Trailhead GO signals a new era for productivity as Benioff believes the future of productivity involves a mobile device rather than a desktop or laptop.
Salesforce creating the new Salesforce app to boost productivity will undoubtedly help your mobile workforce. Your marketing, sales, and service teams can work on the go and use the CRM app as if they are on a desktop or laptop device. Einstein being integrated with the Salesforce app will have a profound impact. Bret Taylor, Chief Product Officer of Salesforce, explained, “With Salesforce Mobile, Salesforce and Apple are empowering sales, service and marketing professionals on the go to deliver game-changing customer experiences, powered by AI.” Salesforce creating Trailhead GO is also a significant accomplishment as users will be able to learn on the go anytime and anywhere. Marc Benioff and Tim Cook both believe that the future of productivity is using mobile devices, and Salesforce has created two powerful apps for trailblazers to work and learn wherever they are.
Dreamforce 2019 Conclusion
Mark it down as another successful Dreamforce event by Salesforce. We want to give a big shout and thank you to Salesforce as they put on an extraordinary event that featured some incredible guest speakers like Barack Obama, Emilia Clarke, Tim Cook, and Stephen Curry. The energy around the city of San Francisco was electric, as more than 170,000 attendees gathered to witness and learn what new features Salesforce will release next. We are already getting excited for Dreamforce 2020!
If you would like to learn more about any of the new features from Dreamforce 2019 and how it can relate to your business, please contact us.