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Tag: salesforce

  • Singlife Pioneers Ai Integration In Singapore’s Insurance Industry With Salesforce’s Agentforce

    Singlife Pioneers Ai Integration In Singapore’s Insurance Industry With Salesforce’s Agentforce

    Singapore’s leading insurer, Singlife, has become the trailblazer in its field as it has integrated Agentforce, an Artificial Intelligence (AI) platform developed by Salesforce, into its operations. This collaboration is noteworthy as it is the first in Singapore that an insurance company has adopted the Agentforce technology.

    Unlocking AI Capabilities

    The new AI assistant will aid customer service executives by providing swift and accurate responses to diverse product-related inquiries. This will eliminate the need for manual search, thereby enhancing efficiency and precision in customer interaction.

    Enhancing Customer Service with AI

    Singlife has leveraged the Data Cloud of Salesforce, a high-capacity data engine built into the platform, to consolidate its vast internal resources, including product manuals, training materials, and FAQs, into a single, coherent system. In the past, customer service representatives had to manually peruse these resources to extract the needed information. Now, with the help of Agentforce, they can receive answers almost instantaneously, ensuring a faster, more dependable, and seamless customer experience.

    AI as a Key Business Strategy

    Romil Sharma, Singlife’s Group Head of Technology and Operations, has expressed that AI is more than just a tool, it is a vital component of their business strategy. The partnership with Salesforce enables Singlife to use AI practically, aiding their customer service executives in providing faster and more accurate responses. Sharma also noted that this integration marks the beginning of Singlife’s broader strategy to adopt AI across all its operations, including customer service, underwriting, claims, and distribution.

    Sharma further emphasised that Singlife’s primary goal is to establish AI as a crucial driver of growth, efficiency, and customer-centricity throughout its operations.

    Redefining customer engagement

    Arun Kumar Parameswaran, Executive Vice President & Managing Director, South and Southeast Asia at Salesforce, expressed his excitement over their partnership with Singlife. He believes that by using Agentforce and Data Cloud, businesses like Singlife can enhance their service efficiency, creating trusted and seamless experiences that result in lifelong customer loyalty.

    Empowering Financial Advisors with AI

    Following the successful implementation of Agentforce among its customer service executives, Singlife plans to extend the use of this AI technology to its network of financial advisor representatives. The goal is to equip advisors with timely, accurate, and reliable information that will enable them to serve their customers better.

    This initiative reflects Singlife’s ongoing investment in AI-driven transformation, underscoring its commitment to deliver faster, smarter, and more personalised service. It also sets a new standard for digital innovation in the insurance industry.

    Questions & Answers

    What is the significance of Singlife’s partnership with Salesforce?
    The collaboration signifies Singlife’s adoption of Agentforce, becoming the first insurer in Singapore to integrate this advanced AI technology into its operations.

    How does Agentforce enhance the work of customer service executives?
    Agentforce assists customer service executives by providing real-time, accurate responses to a variety of product-related inquiries, thereby improving efficiency and accuracy in customer interactions.

    What are Singlife’s future plans with AI technology?
    After the successful integration of Agentforce among its customer service executives, Singlife plans to extend its usage to its network of financial advisor representatives, aiming to empower them with reliable information to better serve their customers.

  • TikTok launches online shopping in the US

    TikTok launches online shopping in the US

    With over 150 million users in the United States, social media juggernaut TikTok, is embarking on a groundbreaking journey that could redefine the way we shop online.

    After months of testing, the platform officially integrates e-commerce into its social media ecosystem, offering users a unique blend of entertainment and shopping. The strategic move comes as TikTok aims to capitalize on the platform’s immense popularity and expand its business.

    Users will now discover videos and live streams in their feeds featuring clickable links that lead to product purchases, effectively transforming TikTok into a thriving shopping destination.

    The TikTok app also introduced a dedicated “shop” tab feature where businesses can showcase their products, complete with logistics and payment solutions, all integrated within TikTok.

    This strategic addition is expected to boost user engagement and drive sales as consumers can seamlessly discover and purchase products within the TikTok ecosystem in hopes of replicating the success of other Asian platforms like Shein and Temu in the US.

    As a way to create a versatile e-commerce ecosystem, the social media giant has strategically integrated its shopping services with several third-party platforms, including Shopify, Salesforce, and Zendesk.

    Overall, TikTok’s goal is clear: to empower content creators, brands, and merchants with the tools they need to create engaging and interactive shopping experiences and ease how customers make purchases on the platform.

    TikTok’s retail expansion comes amid scrutiny from governments and regulators due to concerns over data privacy and an alleged political affiliation with the Chinese state.

    With over 1 billion monthly active users (MAUs) worldwide, TikTok isn’t only focused on the U.S. and has since expanded its reach to multiple countries, including Thailand, Vietnam, Malaysia, the Philippines, Singapore, and the United Kingdom, with plans to reach $20 billion merchandise sales by the end of the year. This underscores its determination to leave a mark on the international e-commerce landscape.

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  • Salesforce Brings the Customer Data Platform to the World’s #1 CRM

    Salesforce Brings the Customer Data Platform to the World’s #1 CRM

    Salesforce, the global leader in CRM, today unveiled its Customer Data Platform (CDP) with the next generation of Customer 360. New platform services will enable companies to unify disparate customer data throughout their entire organization and then personalize every engagement based on a single view of the customer. Customer 360 will go beyond traditional CDP capabilities and extend the power of CRM with consumer-scale data management and activation.

    “Customers today will not settle for fragmented experiences, and companies recognize that creating a single view of the customer is imperative to earning their loyalty,” said Bret Taylor, President and Chief Product Officer, Salesforce. “With Customer 360, we continue to extend our platform in new ways, empowering brands to unify data and personalize customer engagement at scale.”

    Customers Expect a Level of Personalization They’re Not Getting

    Most of the interactions that customers have with brands today are disconnected and therefore underwhelming. The latest Salesforce Connected Customer report finds that 78 percent of customers expect consistent interactions with a company regardless of the department they’re dealing with, yet only 50 percent of companies tailor their engagement based on a customer’s past interactions.

    The challenge for companies is that they are swimming in a deluge of customer data. Many are trying to unify data from legacy systems, disconnected channels, multi-channel attribution and elsewhere. They also need to adhere to regulations like GDPR and adapt to new channels like voice and chatbots. In this reality, delivering personalized and integrated engagement is difficult, and customers often pay the price. A retailer is unlikely to know that the customer who just contacted customer service for a broken product is the same one that also just received a promotional email for that same product.

    The Next Generation of Customer 360 Delivers Integrated Customer Engagement

    At Dreamforce 2018, Salesforce introduced Customer 360, which allows companies to connect Salesforce apps and create a unified customer ID to build a single view of the customer. Additionally, by extending the power of Customer 360 with MuleSoft, companies can connect any app, data source or device across any cloud and on-premise. Today, Salesforce is expanding Customer 360 with new advancements that will make it easier to bridge fragmented customer data across the entire organization and enable companies to deliver integrated customer engagement at scale.

    The next generation of Customer 360 will enable:

    • Data Unification and Consent Management: Brands will be able to unify all of their customer data to create rich customer profiles. This includes known and unknown data such as cookies, customer first-party IDs and more. With Salesforce’s consent management framework, companies also have the ability to easily gain customer consent wherever they engage–from email marketing to digital advertising.
    • Advanced Audience Segmentation: Segmentation capabilities will allow companies to identify specific groups of people to engage with in real-time based on demographics, engagement history and all other customer data available. For example, a company will be able to build an audience of female shoppers interested in running shoes based on information gathered from a combination of web browsing activities across several retail sites, marketing email interactions, previous purchases and more.
    • Personalized Engagement Everywhere: Once a brand knows what audience segment they’d like to reach, it can then activate the customer data across marketing, commerce, service and beyond. This means companies won’t skip a beat, reaching customers and prospects across channels like ads, email, social, mobile and web that are all integrated to deliver a continuous experience with the brand.
    • Optimization Based on Einstein Insights: With artificial intelligence, companies will be able to analyze and understand how and when to engage with customers to drive customer loyalty and improve business performance. Customer profiles are continuously updated based on their behaviors – as customers click on an ad, browse an ecommerce catalog, buy a product and open an email. This allows brands to leverage AI to drive the most relevant mix of product and channel recommendations to optimize channel engagement and customer satisfaction.

    “Enterprises are having a difficult time capturing all of their customer data in one place. With so much data coming in from dozens of sources, it’s hard for companies to keep track of it all, let alone use it to their advantage to deliver the connected experiences that customers want,” said Sheryl Kingstone, Research Vice President & General Manager at 451 Research. “A lot of solutions out there claim to solve these common challenges, but miss the mark. What Salesforce is announcing today is a strategic step forward in helping companies truly understand their customers through a single lens and engage with them one-on-one across marketing, commerce, service and beyond.”

    “Pacers Sports & Entertainment hosts hundreds of games, concerts and events each year for millions of fans in Indiana. Since teaming up with Salesforce, we’ve been able to improve fan engagement and build loyal relationships” said Todd Taylor, CMO, Pacers Sports & Entertainment. “We can now reach fans with the content most important to them, deliver personalized customer service and analyze how best to engage to keep them happy and involved alongside the entertainment experiences that we deliver. Customer 360 is a breakthrough innovation that we’re excited to adopt as we continue to grow the relationships we have worked hard to create with our fans.”

  • HGC expands collaboration with Salesforce, Enxoo

    HGC expands collaboration with Salesforce, Enxoo

    Hong Kong’s Hutchison Global Communications (HGC) has expanded its partnerships with customer relationship management company Salesforce and Salesforce platinum partner Enxoo to accelerate its digital transformation.

    HGC plans to use the collaboration to develop a streamlined customer journey across the sales cycle, product catalog, pricing tools, quotations and order management.

    The company will be able to take advantage of a set of open ad modular tools that will allow for greater flexibility when responding to customer needs.

    This includes the Salesforce Einstein AI platform, which HGC plans to use to make proactive decisions to serve customers better and maintain long-term customer loyalty.

    In addition, omnichannel tools will allow HGC to more quickly respond to requests for quotes for complex enterprise solutions, and to provide customers with self-service and procurement automation capabilities.

    HGC chief digital officer Jacqueline Teo added that the automated solutions will also support the creation of targeted marketing and engagement programs and to generate more meaningful insights about customers, which will eventually facilitate the expansion of HGC’s product and service portfolio.

    “We are passionate in delivering a new level of personalization, new ways of engagement for our customers, and in supporting our staff to embrace digitalization,” she said.

    “At every step of our digitalization journey, HGC will strive to optimize our services and solutions and to equip ourselves to meet dynamic market needs in the digital era. In future, we will continue to further expand our ecosystem for much better customer experience.”

  • IBM and Salesforce Announce Landmark Global Strategic Partnership

    IBM and Salesforce Announce Landmark Global Strategic Partnership

    IBM and Salesforce announced a global strategic partnership to deliver joint solutions designed to leverage artificial intelligence and enable companies to make smarter decisions, faster than ever before. With the partnership, IBM Watson, the leading AI platform for business, and Salesforce Einstein, AI that powers the world’s #1 CRM, will seamlessly connect to enable an entirely new level of intelligent customer engagement across sales, service, marketing, commerce and more. IBM is also strategically investing in its Global Business Services capabilities for Salesforce with a new practice to help clients rapidly deploy the combined IBM Watson and Salesforce Einstein capabilities.

    The partnership will bring new insights from Watson directly into the Salesforce Intelligent Customer Success Platform, combining deep customer insights from Salesforce Einstein with Watson’s structured and unstructured data across many sources and industries including weather, healthcare, financial services and retail. Together, Watson and Einstein will ingest, reason over and derive recommendations to accelerate decision making and drive greater customer success.

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    “Within a few years, every major decision—personal or business—will be made with the help of AI and cognitive technologies,” said Ginni Rometty, chairman, president and chief executive officer, IBM. “This year we expect Watson will touch one billion people—through everything from oncology and retail to tax preparation and cars. Now, with yesterday’s announcement, the power of Watson will serve the millions of Salesforce and Einstein customers and developers to provide an unprecedented understanding of customers.”

    “The combination of Einstein and Watson will make businesses smarter and our customers more successful,” said Marc Benioff, chairman and CEO, Salesforce. “I’m thrilled to form an alliance with IBM—no company’s core values are as close to Salesforce’s as IBM’s. It’s the best of both worlds.”

    Salesforce and IBM will initially deliver the following:

    IBM Watson and Salesforce Einstein Integration: Integrating IBM Watson APIs into Salesforce will bring predictive insights from unstructured data, inside or outside an enterprise, together with predictive insights from customer data delivered by Salesforce Einstein to enable smarter, faster decisions across sales, service, marketing, commerce and more. For example, by combining local shopping patterns, weather and retail industry data from Watson with customer-specific shopping data and preferences from Salesforce Einstein, a retailer will be able to automatically send highly personalized and localized email campaigns to shoppers.

    IBM Weather Insights for Salesforce: The Weather Company, an IBM business, will power a new Lightning component on the Salesforce AppExchange to provide weather insights that inform customer interactions and business performance. For example, an insurance company will be able to pull local forecast data from IBM Weather into Salesforce, and automatically send safety and policy information to customers who are at risk of being impacted by severe weather events.

    IBM Application Integration Suite for Salesforce: Customers will be able to able to bring together on-premise enterprise and cloud data with specialized integration products for Salesforce, surfacing that data directly within the Salesforce Intelligent Customer Success Platform. For example, a wealth advisor will be able to unify client data, such as individual investments and risk profiles, with financial trends and public macroeconomic information from Application Integration Suite right within Salesforce to make smarter decisions for her customers.

    Bluewolf Dedicated Consulting Services and Expertise for Cognitive Solutions, Adding to IBM Strategic Services for Salesforce: Bluewolf, an IBM company, has formed a new practice to help clients rapidly deploy the combined IBM Watson and Salesforce Einstein capabilities. This new unit capitalizes on Bluewolf’s over fifteen years of Salesforce implementations and their current portfolio of multiple Salesforce and Watson projects. Bluewolf will also develop new industry-specific accelerators used by enterprise clients to accelerate adoption of cognitive applications.

    As part of the partnership, IBM will deploy Salesforce Service Cloud across the company to transform its global product support services and gain a single, unified view of every IBM customer.

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  • Salesforce moves into eCommerce with $2.8b M&A

    Salesforce moves into eCommerce with $2.8b M&A

    Salesforce.com is moving beyond CRM and into e-commerce with the acquisition of cloud service provider Demandware.

    It will use the purchase to kick-start a new field of business, the Salesforce Commerce Cloud, it said Wednesday.

    The company already has its Sales Cloud, Service Cloud, Marketing Cloud, Analytics Cloud.

    By rebranding Demandware Commerce Cloud as its own, Salesforce will be able to combine e-commerce, order management, point-of-sale, store operations and predictive intelligence into its own platform.

    Commerce Cloud will allow Salesforce customers to connect with their own clients in new ways, the company said, while Demandware customers will gain access to sales, marketing and analytics functions from Salesforce.

    “There are so many ways it accelerates our mission to transform retail,” Demandware CEO Tom Ebling said in a conference call to discuss the deal.

    Being part of Salesforce will add to Demandware’s credibility when approaching large accounts, he said.

    It will also help the company expand to new countries. “We’ve just got started in places like Japan and Italy but there are many other untapped geographies for us,” he said.

    A third area where it will benefit is omnichannel marketing, helping retailers engage customers everywhere. “The combination of CRM capabilities, knowledge of the customer, with the commerce engine will be a way to accelerate that capability,” he said.

    Salesforce’s Chief Product Officer Alex Dayon said the deal will increase its customers’ insight into their business.

    “Our customers’ information systems are going to be powered by data. You need a complete view of your customers. Having commerce as part of the CRM platform is important,” he said during the same conference call.

    He hammered home the need for more data in response to a question about Salesforce’s ad targeting capabilities.

    “For us it’s all about the data, whether you use your own data, your own targeting, or whether you connect to companies like Google or Facebook,” he said.

    The companies expect to close the deal, worth around $2.8 billion net of cash acquired, before August.