Welcome back to
Salesforce today.
We learned how Salesforce
lets you build a customer
360 that unifies apps,
data, and metadata
from across your
business so you can build
a single source of truth
to power that trusted
This action results
in better customer
experiences,
more productivity
for your employees,
and higher margins.
AI is here to augment
your employees,
enabling them to
learn new skills that
I'm Rebecca
Mackenzie, director
of product marketing
here at Salesforce
and I'm joined by Paul
O'Sullivan, our SVP
of solution engineering
and product marketing
director Desmond
Wong for Data Cloud.
Welcome to becoming the
AI enterprise, everyone.
That was a
fantastic Keynote.
I have so much
to ask you guys.
Paul, I have a first
question for you.
So we just heard all of
this different innovation
about how innovations
help our customers serve
their customers
in a new way.
We're talking about
personalization,
productivity,
and optimization
and helping their data
fuel these AI experiences.
So tell me, what's
the headline
from the Keynote for you?
So I think the
headline for me
is it's really
interesting at the moment
because every single CEO I
talk to has exactly this.
I need productivity,
I need efficiency,
optimization, but what's
really interesting
is knowing where to start.
And I think what's really
key from the discussion
in the Keynote we saw
this morning was we've got
We've got to put the data
to work for our customers
So obviously with our
continued innovation
and investment
in Data Cloud,
it's a really
exciting time
to connect to all of
your data, to unify it,
to build those profiles,
because only then will we
really be able to put AI
to work and in the flow
of work and grounded
in that contextual
understanding of what
the customer needs.
And I'm really
excited about this
because we've seen it
from some of our customer
But being able to
connect the data,
so actually we have a
full view of the customer
journey across every
single touchpoint that's
going to offer stronger
relationships, more
opportunities to improve
everything you said
But let's start
with the data
and then let's really
drive the AI agenda
to supercharge
what's possible
And when you
say supercharge,
it makes me think
of Aston Martin,
and we heard a lot about
Aston Martin's journey
to become an AI
enterprise today.
So, Paul, what are you
hearing from customers
about their own
journeys and challenges
and what are you
telling them?
Well, it's
interesting because I
think there are some
customers out there that
have already started,
and we saw Zara talk
about consumer AI
versus the need
Consumer AI grounded in
public available data.
It's great, it
has really brought
to life the art of
what's possible,
but we can't use that
within enterprises.
So a lot of the
conversations
I'm having with
customers at the moment
are very much going,
well, which bits of data
are going to really fuel
the AI and put it to work?
But then it's
not just about
that, we have to get
into a whole story of how
does it work and augment
with your employees?
How do your employees
use the AI successfully
in the flow of
work and overcome
some of the barriers
that they're seeing
Is AI going to
replace me, my role
It presents a
tremendous opportunity
to augment the
employee experience,
take care of those
mundane manual tasks,
but then think about
how can I strengthen
the relationship
with the customer,
how can I bring more
value to your customers
So it's really
exciting, but we
have to overcome some
of those challenges
and barriers and then we
have to bring it back down
to where's the right
data, how do we apply that
and then how
do we action it
and activate it in
the flow of work.
And I hear you mentioned
data over and over again.
Data is super critical
and we have a Data Cloud
So Desmond, I'm going
to pick on you now.
So Data Cloud helps
so many customers
keep their data
secure and connected.
But why is Data
Cloud so important
Paul really covered
a ton of it.
We talk about
the AI strategy,
we talk about the future
of customer-employee
partner experiences,
grounding things
in just valuable
information.
Well, foundationally, you
need that data platform.
That's why Data Cloud
is so important.
And they said it
in the Keynote,
it's more than just
a data platform.
It's somewhere
where you can
bring all of your
information, all
of that valuable data
together, harmonize it,
and then begin to build
insights to take action
And I mean, that really is
the most important piece.
Any strategy that
you are going
to execute across
your enterprise,
whether it's in sales,
service, marketing,
commerce, any
particular industry,
it should be
grounded in data.
That is what's
going to give you
the most personalized
experience, the most
intelligent, valuable,
accurate insights.
So that right
there is really
why Data Cloud is
so critical to what
It's also the reason why
we're investing so heavily
into the technology and
all of the innovations
And across today, we've
been hearing this phrase,
data is the new gold,
what's your take on that?
I enjoy the phrase, but
I've been at Salesforce
for a long time and
some of our customers
have been with Salesforce
since the beginning.
Salesforce has
always treated data
With CRM, with our sales
service marketing data,
all the data that we've
been gathering, that we've
been protecting,
and that we've
been using to create these
incredible experiences,
we've always
seen it as gold.
I think we're starting
to see it as the new gold
now because we
are creating more
And now we are
moving into the world
We finally have
the technology
and the innovation to
take all of this data
and really drive the right
insights to leverage it,
to create actions,
and automations.
So I think the technology
is starting to catch up
to what we want to do
and what we've always
wanted to do with the data
that we've always had.
And we saw some of
that new technology
So let's take a short
clip of the keynote
and have a watch of that.
And then I'm going
to ask you a couple
Data Cloud is a
hyperscale data engine
that sits right
inside Salesforce.
It allows you to
connect and unlock data
from any source
and activate it
And it's more than just
a customer data platform,
it's a company
data platform.
Innovation is a
core value of ours,
and it's true for
Data Cloud as well.
I'm really
pleased to share
three key announcements
for Data Cloud today.
Number one, it
is now going
to be available
on Hyperforce
so you can have your
data here in the UK
Secondly, we are launching
the Data Cloud Vector
Ooh, Vector Database,
super exciting.
So we just saw that
clip from the Keynote.
We heard Justin talk
about unstructured data,
in case anyone
watching doesn't know
what is unstructured data?
The way that I describe
unstructured data
is any data that
isn't already neatly
So we're talking about
emails, chat histories,
In fact, about 90% of
all enterprise data
is in some form
of unstructured
So it's really
interesting to be
And Paul was talking
about it earlier,
in this era of AI being
able to ground that
in the data
and information
that we need is
wildly important.
So with the new Vector
Database announcement,
Data Cloud is able to
ingest unstructured data.
So PDFs, emails, chat
information from Slack
and then turn
that into insights
that Einstein can then
leverage to ground
So it's something that
is pretty powerful.
And again, considering
that 90% of the data that
is floating around
your enterprise
is unstructured,
this unlocks
a ton of just
valuable information
Thank you for
explaining that.
And Paul, I would love
your take as well.
What's the most
important thing
for our customers and
our prospective customers
So I think like talking
about our investment
in Data Cloud, one of the
bits of research I've just
seen was 80% of
customer data
across an enterprise is
in an unstructured format.
So the ability now to
bring unstructured data
into the mix to really
drive some insights
and to some action
is phenomenal.
But we can't overlook the
journey our customers have
So if you go back in
history from a technology
point of view, we all
started with mainframe
systems, three
tier architecture,
service-oriented
architecture,
microservices, and
even in today's world
we talk about composable.
Now, customers have
been on that journey
because they've tried
to increase the agility
within their workforce and
respond to their consumers
Now we're on a
journey of going,
well, you've created
all these silos of data
across your
entire enterprise,
we've now got to
orchestrate and bring that
We've got to bring that
back together so we can
stitch together exactly
what your customers needs
in the moment when they're
on their journey with you.
So whether that is for
a marketing campaign,
whether that is for a
product recall or a return
or something that
they want to do,
or even if it's a purchase
on a commerce platform.
These are really,
really key moments
when our customers,
customers engage
with their products and
brands and organizations.
Now bringing that
data together,
creating this unified
view will really
unlock the potential
to better serve
those customers
in every moment.
And I think
that's really key,
but we've got to help our
customers on the journey.
And it's great also to see
what Zara announced around
our continued investment
in trailhead, making sure
that we're helping our
customers with their data
consultative
certifications as well,
and our pledge
there as well.
So it's a really
exciting time.
The one thing
I would always
say to our customers
is if you're unsure,
let's have a conversation.
Let's sit down
in the room,
let's get the
whiteboard out and let's
work through the
details together
because every
customer and where
they are on their journey
is slightly different,
and the different
technologies that we now
You saw over 200
brand new connectors
This is really
exciting and we're
trying to help facilitate
that need to really allow
our customers to connect
with their customers
in a completely new
way and then leverage
the power of AI
on top of it.
So it's really
exciting right now.
So you're talking about
bringing customers
in a room, sitting
down with them.
Desmond if you're
sitting down
with customers in a
room and they ask you,
is Data Cloud
right for me?
How do our customers
know if Data Cloud
The biggest thing is
every customer, regardless
of what department
they're in,
what function they're
in, is managing
And I think the
biggest question
is, do you know where
all your data lives?
and If there's a doubt,
if the answer is no,
then I think that's
when you really
need to start thinking
about a solution like Data
Because like
Paul was saying,
having it all
in one place,
being able to have that
unified true 360 degree
of all your data
and then being
able to build
on top of it,
that is really
what's going
to make the difference
in scaling your business.
So again, if you're
a customer out there,
if you're someone and
you don't know where
all your data is,
that's the right sign
to start thinking
about it.
And in the Keynote,
we didn't just
hear about Data
Cloud, we heard
about some incredible
innovations
So let's play
a clip of that
and then Paul I have some
questions for you next.
Let's play the Slack clip.
We're bringing
Copilot to Slack.
This is going to
allow you to bring
your data and
your conversation
together right in
your flow of work.
Now this GA is in
September this year,
but it's just one
of many innovations
that we're bringing
to play right now.
So let me tell you
about a few more.
Available coming in fall,
that's the autumn to you
and I. In the
autumn, we're
bringing to play
record channels.
Now record
channels is going
to allow you to bring a
Salesforce record right
And then Sales Elevate,
now, I love Sales Elevate.
This is my absolute
favorite new innovation.
It has transformed how
I engage with my sales
It allows you to see
opportunities and deals
in real time across
every device,
and it allows you to
update them again right
And then finally coming
our way, Slack Lists.
I was playing with
this last night
because I am a true
an absolute geek.
This allows you to bring
project management right
into the
conversation you're
having with
your team so you
can align your team around
the tasks to be done.
This, my friends,
is GA today.
Paul, break this
down for me.
How do Copilots
help our customers?
Well, so if I think
about Copilots
and that assistant
in the flow of work
and I think about this
going back to what we were
saying about the
employee experience being
augmented, no
longer do you now
need to go
through a number
of different
knowledge articles,
different
channels in Slack
to go and try and find
what you're looking for.
You can use natural
language processing
through your Copilot
to now be an assistant
to help you get to the
right level of data
and understanding
when you need it
in that moment that's
critical to serve
So Copilots can help in
many different forms,
whether it's querying
order fulfillment systems
to understand where's
the parcel, when's
it going to be delivered,
whether it is referencing
knowledge articles
to be able to say,
has this happened before?
Are there
patterns in this?
Is there something we need
to change in our workflow
How do we optimize
our business further?
So Copilots offer
a tremendous amount
of capabilities
for the employees
to really analyze how
they can offer a better
But it goes much
further than that.
And when I talk to
customers about Slack
and the innovation,
we're really lucky here
at Salesforce, we get
some early access.
I've been using
Lists for a while.
I've been using the AI
recap functionality where
Einstein in Slack and talk
about a helpful Copilots
to have something
that can summarize
multiple channels for me
and give me exactly what I
need when I need it and
give me the citation
so I can go in and
actually launch straight
back into that
channel, I can
see where it is referenced
and I can do a follow up,
That for me, in my
day to day operation
and how I work
is phenomenal.
And my solution
engineering
team in the UK and Ireland
and love it at the moment.
We're using Lists
to manage our V2MOM
So we're actually
really bringing
all of the capability, not
just the Einstein Copilot,
but all of the
Slack capability
and the innovation
that we're
This has been an
incredible conversation.
I feel like I
learned so much.
Thank you so much for
joining me to break down
It's been such an
insightful conversation.
