What Is Customer 360?

You’ve been there: A customer asks you to update their information or transfer a credit, but your core business functions aren’t connected. “No, you can’t collect your online purchase from the store – that would slow distribution.” “Sorry, we can’t transfer that credit, there’s no back-end process for us to track it.” Outstanding customer experience (CX)? Hardly. Customer 360 can help.

What you'll learn:

• What is Customer 360?
• Why Customer 360 matters for growing businesses
• Business starts with customer management tools
• Centralize the customer experience

Customer 360 by Salesforce is a suite of deeply unified products that provides a complete view of customers across all touchpoints and interactions. They’re applications that bring together agentic AI and unified customer data from various sources, all within one deeply unified platform. With Salesforce Customer 360, teams can build stronger customer relationships and seamless engagement across sales, marketing, customer service, commerce, operations and more.

Customer 360 is the application layer of Agentforce 360, with category-leading solutions that give you trusted agentic AI with Agentforce for sales, service, marketing, commerce, IT, operations, industries, partners, and more. It’s our solution to a long-standing problem: Most companies are stuck with fragmented data across disconnected apps. That makes real, scalable AI impossible — and customers feel it.

With Customer 360, your apps operate on the same unified platform that brings together your data without the need to stitch together point solutions. Teams of humans and AI agents can work seamlessly together within Agentforce apps and also within Slack, which is also part of Customer 360. Slack is where teams can boost productivity and take smarter action by using conversational language to work together with AI agents, right in the flow of work.

Customers want their needs met immediately and easily, and this means having the best tools and access to relevant customer data. In the latest edition of the State of Service report, 82% of service professionals say customer expectations are higher than they used to be. By having the most holistic customer information at your fingertips, your teams can better meet the high expectations of today’s customer.

This is why your teams matter so much. They’re the human face of your company, your advocates, the link to the customer, and the people who can make it easy — if you give them the tools and power to do so.

Easier said than done, right? That’s where Salesforce comes in. With Agentforce now powering every Customer 360 app and every workflow, it helps you scale your workforce with AI agents for every line of business It unifies every app and function across your enterprise, so that no matter the use case—a service rep resolving cases, an HR leader onboarding employees, or a supply chain manager assessing inventory—humans and agents are working together to drive success.That’s what Customer 360 is all about.

According to our latest State of the AI Connected Customer report, 36% of consumers and business buyers alike expect consistent service and product quality to earn their trust. But the proportion of customers who think companies use their data to their advantage fell 11 percentage points from 2022 to 2024, from 60% to 49%.

No matter the department or team, each employee has access to one touchpoint of customer data to help them make smarter business decisions. Think of it like one big group hug, where the customer is in the center.

To get started with Customer 360 by Salesforce, begin by assessing your current data infrastructure to understand how customer data is currently being collected and utilized. Then, develop a clear strategy for implementing Customer 360, defining how you’ll integrate your data and use Salesforce products to deliver more personalized customer experiences.

Get started today with Customer 360. Start your journey with a Starter Suite. Looking for more customization? Explore Pro Suite. Already a Salesforce customer? Activate Foundations today to try Agentforce.

AI supported the writers and editors who created this article.