Dreamforce to You 2020 looked a little different from previous years’ events, reflecting the way we all had to transform and show flexibility in response to the challenges and disruptions of 2020. Although in-person sessions were replaced by online symposiums, and this year’s keynote was delivered virtually, the event still delivered what we’ve been craving this year: connection, both with each other, and with the digital transformation goals that we all share. 

Here are the themes that emerged as the main talking-points of this year’s event:


  • How forward-thinking companies are using digital transformation to tackle the challenges of the New Normal.

  • How Customer 360 can help empower teams to deliver connected customer experiences.

  • Customer success stories that can put businesses on the path to a successful digital future.


The first day of DreamTX programming focussed on Salesforce’s Customer 360, which connects service, marketing and commerce systems to provide a unified view. One of the highlights of the day was a discussion about how businesses can provide a more connected customer experience. Here’s a sneak preview of Transform Consumer Experiences, hosted by Aleene Webber, Senior Product Marketing Manager at Salesforce, and Arian Van de Carr, VP, Product Management, Salesforce.


Keeping up in the New Normal: How to transform consumer experiences in the age of the customer

This was no ordinary year. As Aleene Webber explains, 2020 marked the point at which digital transformation shifted from being a nice-to-have, to being essential to surviving – and thriving – in the New Normal. “So much has changed and the future will never look the same,” Aleene reminds us.

It’s not only the landscape that has changed – the customer has, too. Today’s customer expects seamless experiences, across a range of digital channels. And more customers than ever before are interacting with brands online, from e-commerce to social media. As a result, competition has never been higher, and is transcending the old boundaries of products and services to focus on customer experience.

The opportunity for brands to rise to the challenge of creating seamless customer experiences is huge, with 80% of customers vowing to stick with the brands that they purchase from digitally during the pandemic. Becoming a truly customer-centric digital business isn’t optional – it’s imperative if you want to thrive in today’s unpredictable climate.

The Salesforce Platform is an invaluable resource for digital transformation, alongside tools like Sales Cloud and Marketing Cloud, but there are so many things to consider when accelerating a digital transformation. Businesses that find themselves bewildered by the choices they face can turn to Trailhead’s Customer 360 Guides. Built on the experiences of Trailblazers, these free guides provide best practices, step-by-step roadmaps, business scenarios, and blueprints for successful digital transformation. 


Moving into a brighter digital future – together

If we’ve learned one thing over the past year, it’s that we’re stronger together. Businesses that are embarking on a digital transformation journey don’t need to go it alone – they can walk in the footprints of those who have trodden the path before them

To learn more about how your business can stand on the shoulders of Trailblazers, watch the Transform Consumer Experiences session in full. And check out other Dreamforce to You sessions for more inspiring content.


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