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Customer Engagement

How Salesforce is Driving Personalized Customer Experiences for Two Leading Consumer Brands

Increasingly, customers expect connected digital experiences that are personalized just for them. Recently, United Airlines and Gap Inc. collaborated with Pricewaterhouse Coopers (PwC) and Salesforce to redefine the customer experience. As a result, United Airlines is offering more targeted corporate travel experiences, and Gap Inc. offers more customer-specific purchasing experiences.

Led by PwC Principal Ian Kahn, a team working with United Airlines used Salesforce technology to help implement Jetstream—an business portal for travel management and billing. Jetstream helps to streamline back-end processes and remove manual processes. The portal is enabled through Salesforce Sales Cloud, Community Cloud and Marketing Cloud.

“We help our clients enhance end user experiences that keep, and grow, their customer bases,” said Kahn, who is PwC’s Partner and Consumer Markets Salesforce Leader.

Meanwhile, with a goal of integrating Gap’s online properties in terms of the experiences they deliver, the company is leveraging the Salesforce Platform to provide a 360-degree view of its customers. Gap’s various branded sites feature shared customer experience elements.

“In this age of the customer, it’s imperative that companies focus on customer success. It’s not only a customer expectation, it’s a vital component of a company’s long-term success strategy,” said Tyler Prince, Executive Vice President, Worldwide Alliances and Go-to-Market Innovation, Salesforce.

For more on how digital transformations are driving more connected, personalized customer experiences, see PwC’s announcement, and our recent interview with Rob Garf, Salesforce’s Vice President of Industry Strategy and Insights.


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