Failing to complete digital transformation initiatives costs organizations an estimated $9.5 million annually
A third of organizations plan to invest in Robotic Process Automation (RPA) to drive efficient growth
Demand for automation surges across non-technical teams such as HR, marketing, and product
New data shows that business application volumes within organizations have increased nearly 10% in the past year, surpassing 1,000 on average. However, less than 30% are integrated, creating data silos that lead to rising costs, duplicated work, productivity bottlenecks, and disconnected experiences.
MuleSoft’s annual Connectivity Benchmark Report surveyed 1,050 CIOs and IT decision makers to better understand these challenges and what organizations can do to succeed amid economic uncertainty.
Integration lies at the center of digital transformation and connected user experiences. However, 80% of respondents say integration challenges are slowing their efforts — leading to data silos and disconnected departments.
The good news? New technology is solving these problems and making integration easier. Some of the world’s biggest companies are using real-time data technologies to integrate, ingest, and store real-time data streams at massive scale, with built-in connectors that bring in data from every channel (mobile, web, APIs), legacy data through, and historical data from proprietary data lakes.
As organizations become more digital-first and cost-focused, the vast majority (99%) are using APIs to integrate apps and data to create exceptional customer experiences and generate revenue.
IT teams that manage an organization’s tech operations are increasingly looking to automation for efficiency and organization-wide productivity solutions. RPA — which enables teams to automate business processes and tasks with bots — is one automation technology seeing rapid adoption across enterprises, with 33% percent of organizations investing in the technology.
Businesses have saved up to 109 billion hours every month using automation tools that enable employees to focus on higher value work. By taking a unified approach to integration, API management, and automation, businesses are able to drive efficiency, agility, and continuous innovation.
Despite an increase in IT project volume (41% growth year over year), most (69%) organizations are ahead of schedule on digital transformation progress due, in part, to infrastructure improvement. However, the cost of failure to complete projects has risen, adding risk to business’ bottom lines.
“We’ve seen significant investment and dedication from businesses looking to digitally transform. Even amid uncertain economic conditions, digital transformation efforts are well underway, and even speeding up in some cases,” said Matt McLarty, CTO, MuleSoft. “However, integration efforts are lagging, and without this, businesses cannot realize the full value of their data and application capabilities.”
Integration tools and automation help close that gap, enabling productivity, efficiency, and innovation gains that will allow businesses to achieve innovation gains that will propel businesses forward.
For the eighth annual Connectivity Benchmark Report, MuleSoft, in partnership with Vanson Bourne, surveyed 1,050 IT leaders from global enterprises. The goal was to uncover how much value businesses actually gain from digital transformation, and to understand IT leaders’ most successful strategies for achieving digital transformation goals. The online survey was conducted between October 2022 and November 2022 across the United States, the United Kingdom, France, Germany, the Netherlands, Australia, Singapore, Hong Kong, and Japan. Only suitable candidates participated in the survey and were verified by using a rigorous multi-level screening process. All respondents work at an enterprise organization in the public or private sector with at least 1,000 employees and hold a managerial position or above in an IT department.
*Survey respondents stated on average they spent $11,666,820 on IT staff (both on employee salaries and external contractors) over the last 12 months.
Cumulatively survey respondents stated on average their IT teams were spending 40.31% of their time designing, building, and testing custom integrations.
2023: $11,666,820 x 40.31% = $4,702,895
In healthcare and life sciences, disruption is always near. Whether swift change arrives through new regulations, soaring consumer expectations, or a global pandemic, operational and consumer goals require agility. But how can healthcare and life sciences become nimbler in 2023, in the face of evolving business models and tightening budget constraints? The answer is digital transformation. While 99% of organizations in the sector consider this approach worth exploring, just 12% are fully digital, according to new Salesforce research. That means the year ahead is ripe for innovation.
Digital transformation is the process by which healthcare and life sciences organizations overhaul the enterprise, integrating disparate data, connecting decision makers to real-time insights, and automating burdensome administrative tasks. It’s an undertaking that shifts a company from the on-premises, manual, siloed past to the cloud-based, automated, connected future. As healthcare begins to navigate a difficult year, digital transformation promises to create efficiencies while reducing costs. Across the industry, organizations say that goal is their top priority for the next two years, according to Salesforce research. Digital transformation offers the agility that organizations need if they are to do more with less.
Research from Salesforce shows that healthcare and life sciences companies expect, above all, digital transformation to result in improved organization-wide data management, lowered operational costs, and automated workflows.
Technology is poised to reduce administrative costs, which make up about one-quarter of the nearly $4 trillion spent on healthcare annually in the United States.
Going digital is particularly appealing amid a wave of consumerization in which nearly three-quarters of industry executives prioritize improving consumer trust and satisfaction.
Macroeconomic turbulence is exacerbating recent challenges, such as high costs and increasingly distributed workforces. Globally, Salesforce research shows, 57% of healthcare and life sciences organizations work under a hybrid model, a figure slated to grow to 63% within two years. Integrating electronic health data is a longstanding industry goal, and as more care and operations occur outside traditional settings, interoperability becomes even more challenging — and even more important.
By consolidating and democratizing data, digital transformation delivers the flexibility that healthcare and life sciences need to address incessant pain points and respond to new needs.
Picture this: Healthcare professionals use innovative software to access unified, real-time clinical data and then extract insights with artificial intelligence and machine learning. That gives care teams a holistic snapshot of patients, allowing informed care decisions in the clinic and through virtual care. Automation then streamlines information exchange between payers and providers. It’s all possible today.
“The benefits of digital transformation in healthcare can be truly lifesaving, both for organizations and the consumers they serve,” said Dr. Geeta Nayyar, SVP, Chief Medical Officer at Salesforce. “As budgets shrink and costs skyrocket, the healthcare and life sciences industries have no choice but to invest in technology that enables them to do more with less.”
Life sciences companies may have provided a glimpse of what’s to come when they said they plan to keep 99% of the digital tools first adopted during the Covid-19 pandemic. Yet the ways in which healthcare leverages technology is already evolving to help organizations overcome new obstacles.
Here are some major trends that stand to influence digital transformation for healthcare and life sciences in 2023.
The people have spoken: They love telemedicine. As patients push for access to virtual care, 80% of consumers say they want access to remote patient monitoring. Offering alternatives to in-person visits is especially beneficial to the 47% of lower-income consumers who experience challenges getting to doctor’s appointments.
To meet the demand, healthcare organizations need the digital infrastructure to support diverse patient needs. Solutions that enable remote patient monitoring, intelligent appointment management, medication management, and regulatory compliance are essential to that mission.
It’s not enough to offer virtual care. You need digital innovations that bring healthcare to where people are and simplify everyone’s lives, from patients to pharmacists to physicians.Dr. Geeta Nayyar, SVP, Chief Medical Officer at Salesforce
The hybrid model — a blend of remote and in-person work — may have grown more popular since 2020 as a matter of necessity, but its impact will remain. Since Covid-19, 78% of employees said their employer was either planning to introduce new ways of working or already had — up from 9% in 2019. Nearly 90% of healthcare executives say remote work improves competition for talent, and Salesforce research shows 75% of pharmaceutical companies and 68% of medical devices companies are already hybrid. More organizations expect to follow in the next two to five years.
More than half of healthcare organizations invested in digital collaboration tools that support remote work. Yet just 35% of industry applications and systems are split both on premises and on the cloud, according to Salesforce research. Eighty percent of healthcare and life sciences organizations that have migrated their customer relationship management platform to the cloud say it has helped them drive revenue, lower costs, and meet goals.
Healthcare and life sciences organizations that invest in automated workflows and internal digital collaboration tools position themselves to lower costs and reduce the time required to complete tasks.
“More productivity with fewer resources sounds like a pipe dream,” Dr. Nayyar said. “But it’s totally achievable if you implement the technologies that empower your team to do their best work, no matter where they are.”
Forty percent of healthcare and life sciences executives point to fundamental shifts in the healthcare value chain as a top external disruption factor. Consider retail health, which has given rise to convenient clinics in grocery stores and shopping plazas across the U.S., angling to claim 30% of the primary care market by 2030. As business models adjust, so does technology’s role within an organization — and every segment undergoes a digital transformation all its own.
“Healthcare and life sciences companies are maturing in countless unique directions,” said Amit Khanna, SVP & GM, Healthcare and Life Sciences at Salesforce. “That’s why each organization’s technology strategy must match its specific needs. The key is to overcome data overload so that you can derive and act on meaningful insights, cut costly administrative tasks, and charm consumers.”
Since 2020, the share has nearly doubled of healthcare and life sciences leaders who say digital offerings are an important way of gaining a competitive advantage. With rising consumer expectations, 93% of healthcare executives say they’re innovating with a sense of urgency.
Yet healthcare is one of the least digitally mature industries, and about half of life sciences chief executives concede that prior investments in personalizing the consumer experience aren’t delivering the expected growth benefits. In response, those leaders are shifting their focus toward demonstrating value to consumers.
There’s no question, however, that digital transformation can produce stark benefits. One study found that technology enthusiasts in healthcare spend almost half as long on administrative work as others do. These tech trailblazers use tools such as AI and speech recognition driven by machine learning, allowing providers to record information at the point of care and cut documentation time by 45%.
Do more with less is the mantra of 2023. That applies internally, to how your organization functions, and externally, to how you engage consumers and deliver exceptional experiences.Amit Khanna, SVP & GM, Healthcare and Life Sciences at Salesforce
In early 2020, the U.S. Department of Health and Human Services released the Cures Act Final Rule, which calls for open certified APIs to encourage the secure access, exchange, and use of electronic health information. The Centers of Medicare & Medicaid Services (CMS) selected a foundational standard, HL7 FHIR, to support data exchange via secure APIs. Stronger interoperability and data integration promise to enable healthcare organizations to derive value from their troves of data, better engaging and treating patients.
Yet ease of access can’t come at the expense of data security. More than 500 healthcare providers fell victim in 2020 to ransomware attacks, which can result in EHR downtime, ambulance diversions, appointment cancellations, and other setbacks. All told, during the pandemic, roughly one-third of healthcare organizations were hit by ransomware attacks, each costing $1.27 million on average to rectify.
The in-flux nature of healthcare data calls for improved data management. The key for healthcare and life sciences? Consolidate and integrate all available data — and data solutions — to focus on secure, interoperable information that produces actionable insights.
“Data is great, but data overload is crippling,” Dr. Nayyar said. “Healthcare and life sciences need intelligent insights that nurture their success.”
Staying on top of 2023’s challenges requires digital transformations that improve data management, integrate systems, and develop a holistic view of the enterprise. Low-code technology platforms that support fast and easy integrations are vital for healthcare and life sciences to realize this vision.
But the industry must also overcome a persistent skills gap. New Salesforce research shows 39% of healthcare and life sciences organizations point to staffing constraints as a barrier to digital transformation. Salesforce’s Global Digital Skills Index, which gathered responses from 23,000 workers, including 1,800 in healthcare, elaborates on the challenge:
Workplace digital skills that healthcare respondents think will be important in the next five years include:
Although healthcare innovation has a long way to go, some forward-thinking organizations are showing the industry just what it can accomplish with the right skills and technology.
Healthcare system John Muir Health relies on building a comprehensive picture of each patient, even if they access care through multiple doctors, hospitals, and clinics. John Muir Health leverages a cutting-edge data platform to unify data while also using the cloud to improve real-time patient communication.
As a result, patients can ask questions and receive information through their preferred communication channel, such as email or SMS.
“This technology helps us to truly focus on empathy and put the patient at the center of everything we do,” said David Hook, Executive Director of Marketing & Digital Consumer Experience at John Muir Health.
As a major U.S. public health insurer, Humana’s leaders had to answer a vexing question: How can you form trusted relationships at scale?
They opted to build a single source of truth, providing teams, partners, and caregivers with a shared view of member data. The digital transformation has eased claims processing and personalized wellness journeys alike.
“Everybody has their own unique journey and healthcare needs,” said Chris Walker, Associate Vice President, Engagement Marketing. “And it’s so important to be able to treat individuals as individuals.”
Integrated behavioral healthcare management company Advanced Recovery Systems used its data platform to stand up its consumer digital health platform, Nobu, in under a month.
“We’ve been able to offer our patients telehealth services and other behavioral health tools in real time to stay engaged with them along their entire journey,” said Allison Walsh, VP of Business Development at Advanced Recovery Systems.
Teladoc Health is leveraging its virtual care technology to support patient care at scale, providing services to thousands of clients around the world.
Digital innovations, said Claus Jensen, Chief Innovation Officer at Teladoc Health, allow the company “to deliver transformative, whole-person virtual care.”
Ovation Medical uses the cloud to deliver more secure engagements with consumers online.
“As a company focused on providing orthopedic and podiatry equipment to thousands of medical facilities throughout the U.S., secure automation and agility are key to our business operations,” said Erik Rost, VP of Sales at Ovation Medical.
A secure portal, Rost added, allows Ovation Medical “to put our current accounts on autopilot with peace of mind, freeing up our representatives to engage in meaningful conversations about new medical products and how we can further assist our customers.”
It’s more convenient than ever to prepare a workforce to undertake a successful digital transformation. For example:
There are also numerous healthcare-specific training opportunities, including three HIMSS certification programs. Harvard Medical School, Columbia Business School, and Florida Atlantic University’s College of Business offer accelerated programs in digital transformation in healthcare. Imperial College London offers a free course.
There’s also Trailhead, Salesforce’s free online learning platform, which has empowered 3.9 million people to learn in-demand skills for the future of work. Healthcare-specific offerings cover CRM analytics for healthcare administration, cybersecurity, and much more.
As healthcare and life sciences confront new challenges, digital transformation can prime organizations to meet this moment head on. More robust data management strategies, automated workflows, and real-time insights reveal untapped opportunities to create efficiencies and improve consumer experiences. Weathering uncertainty calls for a skilled workforce and technology that enables them to thrive.
Learn more about developing a 360-degree view of healthcare organizations.
Salesforce ProGen — an AI language model trained on the largest protein database available — was featured in this month’s edition of Nature Biotech to show how generative AI can lead to potential solutions for addressing challenges in human disease and the environment.
The Nature Biotech story also reveals the first known 3D structure of an artificial protein designed fully by AI.
Why it’s important: Salesforce ProGen was built on the same fundamental idea as the large-language chatbots that have recently entered the zeitgeist.
In fact, the Salesforce AI Research team is currently leveraging ProGen to identify potential treatments for neurological and autoimmune disorders such as rheumatoid arthritis and multiple sclerosis.
Fast fact: Using ProGen, the Salesforce AI Research team tested artificial proteins against natural proteins for antibacterial function in a lab, working with Tierra Biosciences and Professor James Fraser’s lab at the University of California San Francisco.
The Salesforce perspective: “ProGen exemplifies how generative AI can be applied to bioscience and healthcare in this emerging field,” said Nikhil Naik, Director of Research, Salesforce. “This research reveals how useful large language models can be in designing novel proteins for use in real-world applications.”
ProGen exemplifies how generative AI can be applied to bioscience and healthcare in this emerging field.Nikhil Naik, Director of Research, Salesforce
The big picture: As the world continues to combat disease, evolving proteins from scratch in a laboratory has traditionally been a slow process.
What’s next: Explore more about ProGen here, and find more Salesforce AI Research insights on the team’s AI Research blog.
83% of UK consumers say they will reassess their budget over the next 12 months as they seek more personalised experiences
56% say poor quality service is the primary reason they won’t make a repeat purchase
67% expect companies to react instantly with up-to-date information when transferred between departments
A new survey of 1,015 UK consumers reveals critical changes to consumer spending amid inflation and economic uncertainty.
These findings, part of a global survey of 5,000 consumers, highlight current sentiment on spending and what it will take to earn consumer loyalty in 2023.
UK consumers are thinking more critically about where they will spend their money in 2023, with 83% saying they will reassess their budget over the next 12 months. This compares with 81% globally.
Retailers are most at risk. 81% of consumers say they will reassess their spending with retail brands over the coming year (79% globally). Travel and hospitality and media and entertainment also face the potential for lowered spend, with 79% (78% globally) and 71% (70% globally) of consumers, respectively, reporting reassessment plans in those sectors.
An economy plagued by inflation and staffing shortages hasn’t lowered UK consumers’ expectations for top-notch service. 46%, in fact, expect a better experience from their favorite brands as a result of the current economic climate (52% globally).
The good news is these same consumers are clear about what they believe makes an improved experience.
71% say they will remain loyal to companies that deliver faster service (72% globally), and 61% say they will stay loyal if the company offers a more personalised experience (65% globally).
Consumers also expect brands to use their data to offer more relevant customer services, with over 67% reporting they expect companies to react instantly with the most up-to-date information when transferring across departments (60% globally). Bolstering trust can also be an opportunity for loyalty; 73% of consumers say that companies that provide data security will encourage their loyalty (75% globally).
On the flip side of the coin, consumers were also willing to report what made for a poor experience.
They reported top frustrations ranging from disconnected experiences (43%), to being asked questions that they’ve answered before (38%), and being offered products that aren’t relevant to them (34%).
When added together, frustrating experiences create negative brand perceptions — and possibly, a future customer lost. According to 56% of consumers, poor quality service is the primary reason that prevents them from making a repeat purchase (52% globally).
Research shows that personalised customer experiences are no longer ‘nice to have,’ they are essential to competing in a changing economy.
Real-time data offers a path for companies that want to compete in this new economy and deliver the personalised experiences consumers expect. When pulled together into a single source of truth, real-time data offers rich and actionable insights that can help deliver intelligent and connected customer experiences.
To retain market share and drive revenue growth amid macroeconomic uncertainty, brands need to ensure their offerings stand out from their competitors. That requires more than just a great product at a low price. Today’s consumers want personalised experiences and faster service, and they’re ready to shop around if their expectations aren’t metMatt McLarty, Global Field CTO, MuleSoft
“Companies that want to increase customer loyalty must leverage real-time, intelligent, and automated technology solutions that support seamless connected experiences and personalised journeys,” continued McLarty. “Businesses must be capable of both understanding and acting on their data. This will mean the difference between thriving or surviving as businesses navigate challenges in 2023.”
Salesforce conducted this global survey in partnership with Survey Monkey in December 2022. The total sample size was 5,038 adults: UK (1,015 adults), U.S. (1,008 adults), Canada (1,006 adults), Australia (1,005 adults), and Singapore (1,002 adults). The figures are representative of adult populations (aged 18+).
Advanced Turf Solutions and Newell are turning to Salesforce to accelerate digital commerce, reduce costs, and get closer to their customers
Today, Salesforce unveiled new commerce innovations designed to help companies in any industry build customer loyalty, deliver frictionless experiences from discovery to fulfillment, and personalize every interaction.
Eighty-eight percent of business buyers and consumers say the experience a company provides is as important as its products or services. Commerce Cloud unifies customer and order data to create a connected and personalized buying experience for businesses and consumers across marketing, sales, and service touchpoints.
“With these new commerce innovations available on the Salesforce platform, companies across industries as diverse as manufacturing, healthcare, tech, and consumer goods can harness the power of automation and unified customer data to embed personalized commerce opportunities – enabling customers to grow revenue and margins while driving efficiency and cutting costs,” said Scot Gillespie, EVP and GM of Commerce Cloud, Salesforce.
Healthcare companies expect 46% of revenue to come from digital channels in the next two years. With Commerce Cloud, healthcare organizations can:
According to Salesforce’s Trends in Manufacturing report, 88% of manufacturers say increasing process efficiencies is a priority. With new innovations from Commerce Cloud, manufacturing and automotive companies are enabled to:
“Salesforce enables us to make hugely transformational changes to our business behind the scenes, but to our customers we’re just making their buying process easy,” said Tracie Pruden, Chief Information Officer of Advanced Turf Solutions, a green industry distributor and producer of field products and accessories for lawn and landscape management.
Consumer packaged goods (CPG) companies expect 58% of their sales to come through digital channels in the next two years. Commerce Cloud enables consumer goods companies to:
“It’s important to Newell that every one of our brands has the flexibility to tell their story and seamlessly connect with customers without interruption,” said Doug Robinson, Director of Solution Architecture for Newell Brands, the consumer goods conglomerate that owns Rubbermaid, FoodSaver, Mr. Coffee, Yankee Candle, and more.
Working with Commerce Cloud allows us to make changes to sites with agility to focus on the consumer’s needs and provide a best-in-class experience.Doug Robinson, Director of Solution ArchitecturE, Newell Brands
From high tech manufacturing to software, the tech industry is experiencing key market shifts. With Commerce Cloud, technology companies have the ability to:
This article reflects the experiences of real Salesforce customers, but your experience may vary. Customers should make their purchase decisions based on their unique needs and the Salesforce products and features that are currently available.
Today, Salesforce announced that the Spring ‘23 Product Release preview is now live.
Why it matters: The Spring ‘23 Product Release includes hundreds of new features that become generally available on February 13, 2023.
Today, Salesforce unveiled new Commerce Cloud solutions, available this spring, that will enable automakers and dealers to reimagine online sales. This week at the Consumer Electronics Show (CES), Salesforce will also demonstrate how its Automotive Cloud is powering the next generation of car buying, driving, and servicing.
Nearly 75% of all customer interactions during the car-buying process now take place in digital channels, and 88% of customers say the experience a company provides is as important as its products or services. As digitally-fueled car sales increase, vehicles are also becoming more connected. By the end of the decade, it is estimated that connected cars — cars that can communicate and share data with a variety of systems both inside and outside of the vehicle — will make up about 95% of all new vehicles sold around the world, creating an estimated 100 petabytes of data per month that can be harnessed to drive connected experiences.
However, most automotive organizations aren’t equipped with the people, processes, or technology they need to harness this data and deliver connected experiences throughout the car buying and ownership journey.
“Immersive, connected, and frictionless experiences will be a key differentiator for auto companies in an increasingly competitive market where electric vehicles are standardizing performance,” said Achyut Jajoo, SVP and GM of Manufacturing and Automotive, Salesforce.
With Automotive Cloud, companies can deliver differentiated and personalized experiences at every touchpoint and power the future of connected, software-defined vehicles.
“We are entering a new frontier with limitless possibilities that will completely change how our customers engage with their vehicles,” said Knut Krösche, Head of Digital Business & Mobility Services at CARIAD. “We’re thrilled to be working with companies like Salesforce to offer a powerful ecosystem that will unite the connected car with the connected customer to deliver new experiences.”
With Automotive Cloud, automakers can deliver immersive, in-car experiences powered by real-time personalization. By bringing together car and driver data to orchestrate experiences across marketing, sales, commerce, and service, at scale, automakers can build truly connected experiences with Salesforce. And, with Salesforce Genie Customer Data Cloud, automotive companies can unify their customer and vehicle data across all channels and interactions, such as customer inquiries, service requests, and vehicle data into a single, real-time profile for every customer.
For example, automakers can bring these next generation in-car experiences to life with Automotive Cloud to do things like help drive adoption of their software subscription services by creating a personalized, automated flow that can offer a customer a trial of their new park assist feature before the customer attempts to park their car – enabling automakers to target the right customer, at the right time.
According to Salesforce’s Trends in Automotive Report, just 26% of Original Equipment Manufacturers (OEMs) and 23% of retailers believe their companies have adapted well to selling online. And, less than one in five auto companies believe their digital storefronts are engaging, mobile-friendly, and provide accurate inventory data.
With Automotive Cloud and Commerce Cloud — now built on the Salesforce platform — auto companies can reimagine the digital car buying experience by:
Salesforce is also working with major industry players like Amazon Web Services (AWS) to drive more value from connected car data and power exciting new in-car experiences. For example, as shown in a demonstration with AWS at CES (in LVCC West, booth #4001), consumers can expect maintenance alerts through their car’s infotainment system warning that their tires are wearing down, find and schedule a service appointment at their preferred local dealership, and even order and pay for new tires, all from their car’s infotainment system.
To achieve a software-defined future for the automotive industry, automakers depend on the ability to harness the growing amount of data these enhanced, connected vehicles will create. Working with companies like Salesforce enables us to help automakers unlock value from their data and the intelligence they need to curate the next generation of personalized experiences in the vehicle or on the road.Wendy Bauer, general manager, Automotive at AWS
“The future of the automotive industry will be defined by software, whether you are buying, driving, or servicing a vehicle,” said Jajoo. “With Salesforce and the depth of the Salesforce ecosystem, automotive companies can bring together a complete view of the driver and the vehicle to power connected, immersive consumer experiences at every stage of their journey.”
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit https://www.salesforce.com, or call 1-800-NO-SOFTWARE.”
Formula 1, an organization that prides itself on being the “greatest racing spectacle on the planet,” is growing and deepening its fan engagement with Salesforce. By leveraging Salesforce Genie Customer Data Cloud across the Customer 360, F1 creates a single, real-time source of truth and memorable, high-performance experiences for its 1.5 billion fans around the globe.
Why it’s important: In a world where 73% of customers expect companies to understand their needs and expectations, fans of F1 expect personalized experiences that allow them to engage with their favorite sport at a deeper level.
Driving the news: F1 needed to develop a greater understanding of its growing fan base and deliver a tailored engagement strategy to meet their needs. Deploying Salesforce’s technology helped to:
What’s the impact: Cloud innovations, creating innovative new digital content, trackside signage, and Grand Prix hospitality experiences are powering long-term benefits for F1 and its followers.
The customer perspective: “Using Salesforce’s industry-leading technology, we’re creating a new era of fan experience and engagement,” said Zarah Al-Kudcy, Head of Commercial Partnerships, Formula 1.
Together, we can increase our touchpoints — physical and digital — to improve the experience for the fans and the insights we have to tailor our approach even better.
What’s next? F1 will continue to focus on unlocking extra brand value and revenue by giving fans even more to love, opening doors for new audiences around the world as the sport continues its rapid growth.
Salesforce predicts over 1.4 billion orders purchased this holiday season will be returned
Seamless fulfillment and easy returns will be key strategies for retailers looking to drive loyalty and profitability through the remainder of the holidays
Despite economic challenges, global online sales across the first three weeks of December increased 2% year over year (YoY), representing $395 billion in online holiday spend. Convenience continues to be a priority for 2022 shoppers as Buy Online and Pick Up In Store (BOPIS) accounted for 23% of online orders during the final full weekend of holiday shopping.
Salesforce analyzed shopping data across commerce, marketing, and service from over 1.5 billion people shopping on retail sites (including 24 of the top 30 U.S. online retailers) using Salesforce Customer 360 and found:
Key holiday insights (November 29–December 19):
The Salesforce perspective: “After a surprisingly strong Cyber Week in the U.S., retailers are continuing to offer attractive online discounts in the final few weeks of the holiday to clear balance sheets and shelf space,” said Rob Garf, VP and GM of Retail, Salesforce.
Retailers must now turn their attention to extending the online shopping window with creative store fulfillment and preparing for the imminent returns tsunami to drive both loyalty and profitability during the season’s homestretch.Rob Garf
2022 Salesforce Holiday Insights and Predictions Methodology
Salesforce delivers retail success now with data and insights from the shopping behavior of consumers around the world. To help retailers and brands benchmark holiday performance, Salesforce analyzes aggregated data to produce holiday insights from the activity of over 1.5 billion global shoppers across more than 64 countries powered by Commerce Cloud, in addition to Marketing Cloud and Service Cloud data from retailers. Salesforce’s holiday data set includes 24 of the top 30 U.S. online retailers on the 2021 Digital Commerce 360 list and utilizes publicly available third-party data sources.
To qualify for inclusion in the analysis set, a digital commerce site must have transacted throughout the analysis period, in this case Oct. 1, 2019 through Dec. 19, 2022, and met a monthly minimum visit threshold. Additional data hygiene factors are applied to ensure consistent metric calculation.
The Salesforce holiday predictions are not indicative of the operational performance of Salesforce or its reported financial metrics including GMV growth and comparable customer GMV growth.
The highly anticipated new product accelerates development on the Salesforce Platform to help teams release technology solutions faster, where organizations can reduce IT costs by as much as 25%. Companies that build on the Salesforce Platform deploy solutions 30% faster, and increase developer productivity by 28%*.
For more detailed technical information about DevOps Center, visit the Salesforce Admins blog or the Developer Blog.
Today, Salesforce announced the general availability of DevOps Center to help teams release technology solutions faster. DevOps Center makes it easier to collaboratively build, test, and deploy custom solutions across Salesforce – including automations, applications, and experiences – that connect to real-time customer data.
Why it matters: At a time when companies are under immense pressure to deliver success now, DevOps Center brings improved tooling to build apps faster and more reliably across sales, service, marketing, commerce, and IT teams — including apps powered by the Genie Customer Data Cloud — which delivers faster time to value:
What’s new: Key features of DevOps Center that reduce the cost and complexity of deployments include:
By the numbers: For CIOs, IT leaders, admins, developers, and DevOps professionals, DevOps Center provides a single source of truth for projects and work to be done, wrapped in a centralized, easy-to-use interface on top of modern DevOps tooling, such as Git-based version control.
The Salesforce perspective: “Businesses are facing economic headwinds, creating tension between speed-to-value and the security of the application lifecycle across sales, service, marketing, commerce, and IT. CIOs and their teams must help their companies do more with the tools and resources at their disposal,” said Karen Fidelak, Senior Director of Product Management, Salesforce.
The IBM perspective: “At IBM, we’re focused on fast and efficient releases across Salesforce, and that means we need to stay on top of changes while also keeping our sandbox environments in sync,” said Sarfarajey Akram Mir, Platform Architect at IBM.
DevOps Center enables us to increase the speed and quality of our deployments, while also enabling more of our team to participate in the development lifecycle without fear of code collisions.Sarfarajey Akram Mir, Platform Architect at IBM
Zoom out: DevOps Center’s GA retires over 75,000 points on the IdeaExchange, Salesforce’s collaborative marketplace for feature ideas, where Trailblazers vote to influence the Salesforce roadmap.
*Source: 2022 Salesforce Success Metrics Global Highlights. A 2022 study based on 3,706 customer interviews in the US, Canada, UK, Germany, France, Australia, India, Singapore, Japan, and Brazil.
In the video below, watch Salesforce Chair and CEO Marc Benioff and Salesforce EVP and GM of Next Gen CRM and Unified Data Services Steve Fisher discuss and demonstrate the power of Salesforce Genie Customer Data Cloud, powered by Tableau. The product demonstration begins at 3:46 in the video.
“What if you could have Salesforce’s data cloud that was deeply integrated into our architecture, that was offering real-time data so you could plug in real-time data sources, that had artificial intelligence built in because it’s core to our platform, that you would have automation built in because workflow is already part of our platform and then it’s fully open?”
That’s how Salesforce Chair and CEO Marc Benioff prefaced his introduction of Salesforce Genie Customer Data Cloud, powered by Tableau, at his keynote during last week’s World Tour NYC event.
Announced at Dreamforce, Genie Customer Data Cloud ingests, harmonizes, and unifies all of a company’s customer data across channels and interactions into a single, real-time customer profile, so every experience across the Customer 360 is more automated, intelligent, integrated, and real time.
In the video, Steve Fisher demonstrates how Genie powered by Tableau powers unparalleled ease of use for customer insights, and can drive down data warehousing costs, increase speed to insight, and enable better decision making by bringing all of a company’s data and analytics together in one place.
Amid pervasive economic uncertainty and growth concerns at many organizations, sales teams everywhere are looking for ways to boost sales efficiency and lower costs. Last week at World Tour NYC, new Salesforce and Slack productivity innovations were announced to help organizations grow revenue — faster and at scale — at lower costs than ever.
Available early next year, new Sales Cloud and Slack innovations – powered by Salesforce Customer 360 and the new Slack platform – will bring together critical insights and scalable automation to help sales teams gain productivity, close deals quickly, and drive growth for their organizations. A Sales Productivity Bundle will be available immediately to help customers automate sales processes and give any sales organization a consistent way to work as a team, connected to all their systems and customer data.
We caught up with Rob Seaman, SVP of Product Management at Slack, to hear how customers can use the technology to bring critical insights, scalable automation, and the people who can act on them, together.
Companies are looking for ways to achieve higher levels of productivity. It’s not necessarily ‘growth at all costs,’ but ‘how do we do as much as we can with what we have?’
And that most certainly affects sales teams who are under pressure to produce results and move the business forward. They’re looking for a new way of selling that takes admin work off their plates and gives them tools to make them more efficient and productive.
The challenges that teams are facing are actually the same ones that they’ve been facing for some time now. The macroeconomic environment is just bringing long-standing issues front and center.
Sales teams aren’t as effective as they theoretically could be. There’s a lot of misalignment among teams and their stakeholders. They’re spending a lot of time not actually selling.
Salesforce’s new State of Sales Report found that reps spend only 28% of their week selling, and 66% say they’re overwhelmed by using too many sales tools.Rob Seaman, SVP of Product Management at Slack
In addition, their data is often out of date. And it’s difficult to onboard new sales reps into these tough environments.
To build these innovations, we took inspiration from how our own sales team and customers use Slack.
Think about the number of emails that go out during the sales process — either to a customer directly, or among colleagues about a customer’s status. It’s a lot of emails and a lot of people that are brought in that you need to get up to speed as you move through the sales flow. New Account Channels within Slack let sales teams orchestrate entire customer relationships, which are organized pretty inefficiently today.
With Account Channels, they can quickly find real-time insights that they had to hunt for before, and easily disseminate information about customers to everyone who needs to see it. For example, sales reps are often in the dark about whether a customer just logged a case, or their marketing team just invited a customer to be part of an event. With this new solution, that information is going to be brought to them proactively and in real time within an Account Channel in Slack.
The solution also enables greater collaboration between sales reps and other teams, making the process for winning sales deals as seamless as possible. The sales process often requires layers of deal approvals and executive support, which require buy in and approval from other groups across an organization. With the new tools, sales teams can easily work with teams – like finance and legal – to make decisions about next steps, answer questions, and more. It’s also easier than ever to solicit executive support for deals to make sure the deals are won.
To close a deal faster, sales teams need quick access to subject matter experts and stakeholders. For example, an executive sponsor that can negotiate pricing with the buyer, an expert on a particular product to explain the application to the customer’s business, or legal and finance teams to nail down the details of a deal.
A Slack Account Channel makes it a heck of a lot faster for reps to make these connections, and get teams up to speed and brought into deals when and where they’re needed. We’re bringing all of those deal-making team members – and necessary approvals – right into Slack, making the process to close deals tremendously faster than they’ve previously been.
The new Slack platform is much more automated than before, and we’re connecting that to Salesforce’s platform.
When a customer logs a case or gets a marketing message, reps will now have an automated, real-time view of the activity. The process of requesting a subject matter expert or an executive can be automated through channels and workflows in Slack.
And, importantly, that process of obtaining approvals, which can be so time consuming, is going to be automated through a process directly in Slack. The approval process for quotes for sales reps often takes days or weeks, and we’re going to take that from weeks or days down to within the day, or hours, or minutes.
The future of sales hinges on teams’ ability to be unified, in one place; where reps can access the tools, data, collaboration, and customer information they need with the least amount of effort required.
Additionally, working with customers in a faster way, and more directly, is going to be a huge part of the future for sales teams. Today, a lot of customer communication is handled over email, and through forms and paperwork, which is just not efficient. Automated processes and new ways of working in real time, like Slack Connect, will be transformative for sales teams.