Today, the demand for skilled professionals in artificial intelligence is higher than ever. According to new Slack research, AI use in the workplace accelerated 47% in the past quarter. As of January 2024, more than 1 in 4 (28%) UK desk workers reported having tried AI tools for work, compared with 1 in 5 by September 2023.

With generative AI creating new job opportunities as it transforms industries, this demand is only set to increase. According to IDC, the Salesforce ecosystem — fuelled by AI — could generate over $41B in economic benefits and create over 500K jobs in the UK by 2028.*

Globally, IDC reports that 50% of companies have already hired data engineers over the last 12 months, 43% have hired business analysts, and 41% have hired AI solution architects. When asked which AI roles businesses plan to hire in the next 12 months, top-ranked roles include data architects (50%), AI ethists (43%), AI solutions architects (41%) and machine learning engineers (39%).*

To make the most of the opportunities that AI presents, the UK needs innovative solutions to address its digital skills crisis. Crucially, these must be inclusive to unlock the talents of women and diverse groups.

Bridging the AI skills gap

As companies roll out their AI strategies, it’s crucial that upskilling and widening accessibility is top of mind. UNESCO has warned that the failure to close the gender gap is self-perpetuating, and risks us being left with an economic and technological system with a massive underrepresentation of women.

At Salesforce, equality is a core value, and we have developed partnerships with governments, public sector organisations, and nonprofits to provide upskilling opportunities to help address the AI skills gap.

These learning opportunities are delivered via Trailhead, Salesforce’s free online learning platform, and through various workforce development programs, expert-led training events, self-paced e-learning courses, and certifications for jobs in the Salesforce ecosystem. Trailhead can guide individuals with limited technical knowledge into Salesforce roles within six months and has expanded its content to include AI-specific skills training.

Supermums leading a charge

An organisation that showcases how women in particular can be empowered to thrive in new and emerging technology jobs is Supermums.

Supermums is a social enterprise which aims to democratise opportunities for women to enter the world of technology and Salesforce.

When its would-be founder Heather Black became an accidental Salesforce administrator for her non-profit, she enjoyed it so much she decided to upskill as a Salesforce Consultant, helping like-minded organisations to implement a CRM.

As a mother of two, Black began to think about how Salesforce enabled her to stay working, and how her career path could work for other parents. In 2016 she launched Supermums to bring a diverse range of women into tech.

For Black, Supermums is more than a training programme. It’s a movement empowering women to realise their full potential in tech.

“As demand for AI talent grows, our mission becomes even more vital,” said Black.

“With Supermums, we’re not just bridging the AI skills gap; we’re shaping a future where everyone thrives.”

Heather Black, Founder and ceo, supermums

By providing accredited courses and ongoing support, Supermums enables women from diverse backgrounds to pursue flexible, well-paid career opportunities in technology. It also serves as a bridge for women seeking to re-enter the workforce by offering tailored training programs and support networks. 

Supermums has now trained over 1,000 individuals and over 200 companies have used it to hire talent. Last year it launched its first AI course.

Supermums at Salesforce Tower London

Using AI for good

Once in employment, the programme graduates have thrived across different sectors. Ana-Maria Guzu, a Salesforce Administrator at NHS – Birmingham Children’s and Women’s Hospital Charity Trust, explained that “AI initially seemed like a mystery to me” but discovering Salesforce “was like finding a new world of endless possibilities. I dove into the Salesforce ecosystem, completed the admin course, and instantly saw its potential to make a positive impact. Wanting to use technology for good, I found my way to the NHS.”

“With each lesson, I’m not just learning about AI; I’m discovering how it will shape my journey of using tech for the greater good.”

Ana-Maria Guzu, supermums alumni, now a Salesforce Administrator at NHS – Birmingham Children’s and Women’s Hospital Charity Trust

Margaret Vining, Supermums alumni and now Salesforce Administrator at Agility Technologies Inc, is excited at how AI is changing the world of work.

“The impact of AI is like when people started working on PCs in the 1980s. It enabled a fundamentally different way of working. Some people resisted but now it’s everywhere. Today we need to get comfortable with this new wave of AI. It’s a tool, which makes people better at their jobs. In my role, tasks that would have taken weeks can now be done in minutes.”

 “AI truly enables limitless possibilities, and we are just starting to see the value it can bring, both in our personal and business lives.”

Margaret Vining, Supermums alumni and now Salesforce Administrator at Agility Technologies Inc.

AI can only be fully leveraged when people are skilled to effectively use the technology.  

Salesforce is committed to equitably equipping people with the tools to take on jobs that our digitally transforming economy demands, working hand in glove with forward-thinking organisations like Supermums, alongside our industry peers. When we work together with inclusion at the heart, everybody wins.

Learn more:

*IDC Infographic, sponsored by Salesforce, Salesforce Economic Impact, doc #US51404923, December 2023

Salesforce has announced new features for Service Cloud that provide agents and supervisors with AI-powered insights, content generation, and automation capabilities to help increase customer satisfaction, grow loyalty, and help transform contact centers into revenue generators. Powered by Salesforce’s Einstein 1 Platform, service leaders can now use Data Cloud and Einstein to identify recurring issues, recommend next steps based on customer feedback, and monitor service conversations to suggest ways agents can resolve cases faster.

Why it matters: Good customer service can drive billions in new revenue*, yet people often have disconnected experiences when dealing with customer service agents. Sixty percent of people surveyed in Salesforce’s State of Service report say it feels like they’re communicating with separate departments during a service call, and 66% often have to repeat or re-explain information to different representatives. 

What’s Coming: New AI and data innovations in Service Cloud include: 

The Salesforce perspective: “Customers are right to expect smarter, faster experiences in this AI era. Salesforce’s new innovations empower contact centers with real-time data and trusted AI to resolve cases and provide proactive, personalized service when and how customers want it — and sometimes even before they ask for it.” – Ryan Nichols, Chief Product Officer, Service Cloud 

Salesforce’s new innovations empower contact centers with real-time data and trusted AI to resolve cases and provide proactive, personalized service when and how customers want it — and sometimes even before they ask for it.

Ryan Nichols, Chief Product Officer, Service Cloud

Reaction to the news: “At Sonos, we intend to use the new innovations at Salesforce to improve the agent and customer experience in the future by utilizing AI to handle mundane tasks, allowing our agents to focus on building customer loyalty and driving revenue.”Dharam Rai, Vice President, Customer Experience, Sonos

Partner ecosystem extends the power of the intelligent contact center: Salesforce has an extensive partner ecosystem that provides capabilities for service organizations of all sizes and in any industry. Amazon Web Services (AWS) will bring Amazon Connect Chat, Amazon Connect forecasting, capacity planning, and agent scheduling to Service Cloud. This together with generative AI will power unified customer experiences, more productive agents, and more informed supervisors. Genesys will help orchestrate personalized conversations across all channels while providing service leaders with workforce performance insights to inform organizational decisions.

Availability:

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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.

A new report from Salesforce and the Retail AI Council finds that global retailers are eager to adopt generative AI to personalize and improve in-store and online shopping experiences. However, nearly half of the 1,300 retailers surveyed are struggling to make their data accessible, and just 42% are connecting their various data silos, which can lead to ineffective or inaccurate artificial intelligence (AI) outputs.

Why it matters: Generative AI is expected to have a $9.2 trillion impact on the retail sector by 2029 as retailers see the benefit of implementing this technology to streamline operations, increase productivity, and deliver more personalized experiences for shoppers and associates. However, just 13% of customers completely trust companies to use AI ethically, and 63% are concerned about bias in AI outputs.

The AI revolution is about data, trust, and customer experience. Looking at AI in isolation, without understanding these elements as a package, will hurt a retailer’s ability to build loyalty and improve customer relationships.

Rob Garf, GM of Retail and Consumer Goods

Salesforce perspective: “The AI revolution is about data, trust, and customer experience. Looking at AI in isolation, without understanding these elements as a package, will hurt a retailer’s ability to build loyalty and improve customer relationships. The research we’re sharing today will help retailers better understand the need for a unified data strategy and how generative AI can be used to enhance the experience for both shoppers and associates.” – Rob Garf, GM of Retail and Consumer Goods

By the numbers:

Retailers are eyeing generative AI for personalization and customer service use cases

The retail industry isn’t shying away from AI adoption. 

Retailers struggle with data strategies to support effective generative AI

Retailers understand the importance of data, according to the survey, but many are still working through how to unify all of their data and build a single view of their customers to unlock more effective generative AI outputs.

Trust, ethics increasingly critical to generative AI adoption

Retailers are aware of the security and trust risks surrounding generative AI. Fortunately, they’re ready to address them and are already taking steps to do so.

The Retail AI Council perspective: “In today’s retail landscape, AI isn’t just changing the game — it’s reshaping the entire playbook. It isn’t only a backstage assistant to merchants, it’s also the emerging co-star in the customer’s shopping journey. AI is now the imperative for anticipating needs, tailoring experiences, and transforming shopping from a transactional chore into a personalized and evolving adventure.” – Jenna Posner, CDO of Solo Brands and Vice Chair of the Retail AI Council

More information: 

Research methodology

The Retail AI Council and Salesforce surveyed 1,390 decision makers in the retail industry to understand generative AI strategies.

Data in this report are from a double-anonymous survey conducted in December 2023. The surveys generated 1,390 responses from a range of retail decision makers across Canada, the United States, France, Germany, Italy, Spain, the United Kingdom, and Australia. 

Due to rounding, not all percentage totals in this report equal 100%.


About the Retail AI Council: The Retail AI Council is a retailer-led organization dedicated to helping retailers embrace the transformative potential of AI. Our mission is to guide and empower retailers in navigating the disruptive landscape of AI technology, enabling them to stay ahead of the curve and unlock new opportunities for growth.

With Salesforce’s Einstein 1 Platform, field service teams can better prepare before an onsite visit, execute efficiently on the day of service, and continue to engage with customers following service to build relationships, optimize operations, and drive growth with new generative AI capabilities


Today, Salesforce announced the Einstein 1 Field Service Edition, a new, streamlined package for field service organizations that helps deliver increased operational efficiency and technician productivity. Now, with access to real-time data and AI in the field, every technician can get summaries of unified knowledge, including product manuals, past appointment data, asset history, and key customer information, to help increase first-time-fix rates and transform field service appointments into revenue opportunities. 

Included in the Einstein 1 Field Service Edition is Salesforce’s recently launched Einstein Copilot Beta to assist workers and automate tasks while on-site. This customizable, conversational, generative AI assistant for CRM can answer questions, provide tailored pre-work briefings, and generate work summaries. 

Why it matters: 78% of high-performing field service organizations are open to using AI to be more productive and increase margins by quickly onboarding and upskilling teams, reducing service times, and increasing first-time-fix rates. 

Salesforce perspective: “Unlike office workers, field technicians have long been on their own to address projects and resolve issues without real-time views of things like asset condition, maintenance, and repair history. Now, with Einstein 1 Field Service Edition, technicians have access to trusted technologies like AI and automation together with their enterprise data from the field to get jobs done right the first time, driving both productivity and revenue.” – Taksina Eammano, EVP & General Manager of Field Service

Now, with Einstein 1 Field Service Edition, technicians have access to trusted technologies like AI and automation together with their enterprise data from the field to get jobs done right the first time, driving both productivity and revenue.

Taksina Eammano, EVP & General Manager of Field Service

What’s new: Einstein 1 Field Service Edition leverages the full power of Salesforce for Field Service. Now, an organization can streamline customer experiences from the time service is requested through completion:

More information:

Pro Suite helps small businesses get the most out of their CRM as they mature, combining marketing, sales, service, and commerce capabilities in one simple, out-of-the-box experience

Salesforce Starter customers can easily upgrade to Pro Suite, unlocking increased customization, automation, and extended functionality


Today, Salesforce announced the general availability of Pro Suite, a flexible, scalable, all-in-one offering to help small businesses get started and scale on the #1 AI CRM. Powered by Salesforce’s Einstein 1 Platform and Data Cloud, Pro Suite helps customers grow their operations with one ready-to-use and easy-to-implement solution.

Pro Suite expands on the capabilities of Salesforce’s Starter Suite, which includes guided onboarding, reporting templates, pre-built dashboards, and built-in AI to help small businesses get the most out of their CRM from day one. Starter allows employees to handle key tasks quickly, like tracking sales leads, managing customer service cases, sending customer emails, collecting direct payments, and more.  

Pro Suite offers a seamless growth path from Starter Suite for growing businesses with the tools they need to support more complex business processes. In addition to the functionality of Starter Suite, Pro Suite provides advanced features and more customization, such as workflow and process automation, sales forecasting and quoting, and live chat for customer service. 

Pro Suite helps businesses:

Here, Kris Billmaier, SVP and GM of Salesforce Self-Service and Growth Products, discusses how businesses of all sizes can get more out of Salesforce and grow faster using Pro Suite. 

Q. Why did Salesforce build Pro Suite?

A recent survey from Slack found that 40% of small businesses believe 2024 is a ‘make or break’ year for their business — and that technology is a key focus for them. They’re worried about updating their technology without the budget to do so, and feeling like the tech they use for their business is outdated. 

A recent survey from Slack found that 40% of small businesses believe 2024 is a ‘make or break’ year for their business — and that technology is a key focus for them.

Kris Billmaier, SVP and GM of Salesforce Self-Service and Growth Products

To help, we wanted to bundle the best of our products for small business owners in a way that is both affordable and easy to use. And, we wanted to make it quick to implement and scale with an intuitive UI so these business owners can find success quickly.

Q. How is Pro Suite different than Starter Suite?

Starter Suite was built to help small businesses who needed a simple, out-of-the-box CRM that could quickly provide value across their business, and the feedback that we’ve received has been overwhelmingly positive. They love the simple-to-set-up, easy-to-use capabilities that span the marketing, sales, service, and now, commerce needs of their businesses.

What we also found was that many customers want a seamless growth path to unlock additional functionality as their business grows more complex. That drove us to build Pro Suite, which has stronger customization, automation, and integration capabilities, along with more advanced sales and service functionality to support businesses that are ready for the next stage of growth.

Pro Suite offers all of the goodness of Starter Suite with more advanced features from our enterprise platform like Forecast Management, Direct Payment Links, In-App and Web messaging, Custom Apps and Objects, Flow Automation, and access to AppExchange for enhanced functionality.

Q. Who is Pro Suite built for?

We built Pro Suite for growing businesses that needed more tools and customization than Starter Suite could provide them as they scaled.

So, for example, if you’re a small consulting business that’s running multiple tech systems to manage customer emails, phone calls, and meetings, it’s likely that those systems need to be integrated. 

Or if you’re part of an installation team within a larger manufacturing business that needs to manage contractors and subcontractors alongside forecasted revenue and expenses, Pro Suite gives companies the tools to consolidate their sales, service, marketing, and commerce systems into a single view of their operations on one platform.

Q. How does consolidating their systems into a single platform set growing businesses up for success in the future?

In today’s digital-first world, businesses are faced with ever-increasing customer expectations. To meet these demands, they are looking to AI and automation to drive efficiency and grow their business. However, they need a strong data foundation to deliver the trusted experiences customers expect.

This starts with getting all of their customer data together in one place. Pro Suite brings together business data that is usually spread across multiple tech systems and departments, and creates a unified view with Data Cloud. 

Data Cloud connects, federates, and harmonizes any data type from any product and system, and connects it back to the Salesforce applications that business users need to use every day, to deliver a comprehensive, 360-degree view of customers and power CRM, AI, automation, and analytics across any business process.

Q. What separates Pro Suite from its competitors?

Pro Suite is backed by the full power of Salesforce’s Einstein 1 Platform. Unlike its competitors, Salesforce has been a long-time leader in CRM and we’ve built Pro Suite on that same, extensible platform that has been the foundation of our customers’ success for 25 years.

Unlike its competitors, Salesforce has been a long-time leader in CRM and we’ve built Pro Suite on that same, extensible platform that has been the foundation of our customers’ success for 25 years.

Kris Billmaier, SVP and GM of Salesforce Self-Service and Growth Products

Pro Suite empowers customers to quickly and easily get started on the world’s #1 AI CRM and scale seamlessly. Unlike other point solutions, customers will never outgrow Salesforce. We have a variety of solutions — big and small — for every unique business need or industry. Salesforce customers will never have to rip and replace existing implementations to get the right-sized solution for their needs. We offer a variety of fully customizable upgrade paths from Starter and Pro Suite all the way up to our top Einstein 1 Sales Edition.

Q. How are customers finding success with Pro Suite?

Many customers are already seeing success with Pro Suite. One example is Nucliq, a preventive healthcare company with 10 employees, which develops at-home gut health tests. 

As they were looking to expand into the B2B market, Nucliq needed a CRM that could organize data from their different systems and spreadsheets, and a solution that was easy to learn and could scale up with them as they grow. After evaluating other options like HubSpot and Monday.com, they decided on Pro Suite.

Now, Pro Suite provides them with a single source of truth for all of their deals so they can track deal flows. They also have visibility into planning timelines, so they can manage their manufacturing forecast and can track kits that get delivered to clinics, allowing them to resolve customer inquiries easily.

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Back when the world was prepping for Y2K, “The Matrix” had just debuted, and the dot-com boom was still booming, Parker Harris and Marc Benioff were standing in a parking lot outside of a steakhouse in Burlingame, California, about to transform how businesses connect with their customers forever. 

“Marc had this idea of making CRM as easy as buying a book on Amazon,” Harris said. “He said, ‘Do you want to start a company?’ I said absolutely.” 

Not long after, the pair — along with Harris’ partners at a software consultancy, Frank Dominguez and Dave Moellenhoff — founded Salesforce, setting up shop in a one-bedroom apartment in San Francisco’s Telegraph Hill neighborhood. They had a singular vision: to deliver an online customer relationship management (CRM) service that would help salespeople in businesses of all sizes track and manage leads.

Today, as the company celebrates its 25th birthday, Salesforce remembers the moments and milestones from startup to high-tech giant — from building trust in the cloud to delivering artificial intelligence (AI) for CRM — and looks ahead to another quarter-century of innovation. 

A vision guided by trust 

From the beginning, Salesforce had an approach distinct from other tech companies of the time — first, by offering its product over the internet, also known as Software as a Service (SaaS) and the cloud. 

It was a risky move. The cloud was largely unproven and few companies were willing to commit to this  SaaS model. But Benioff, who became the company’s CEO, and his co-founders were committed to the potential of the cloud and knew if they could overcome security, privacy, and reliability concerns, they would pioneer a new industry model. 

“When we started Salesforce, people still didn’t trust putting their credit cards on the internet, much less their customer lists,” said Harris.

Trust was one of the biggest obstacles to starting the company — getting companies to trust us with their data, that we would protect it, that we would honor it, and that it would be available when they needed it.

Parker Harris, Co-Founder Salesforce & CTO, Slack

Accomplishing that required more than a good elevator pitch, recalled Brian Millham, Salesforce’s 13th employee and current President and COO. It required transparency.  

“The cloud was so new back then it wasn’t easy to convince people to put their data on the internet,” he said. “We were constantly educating and evangelizing, talking a lot about security and uptime in those days. We stood up a website called trust.com so everyone could see service availability, security, and performance.”

“We were very clear about the need to ensure that our customers could trust us with their data,” Millham said.

This was far from the prevailing wisdom of the time. 

“A lot of companies, peers, and competitors were using their customer data for their own benefit,” said Amy Weaver, President and CFO at Salesforce. “It raised the question, ‘What should Salesforce do?’ Were we leaving opportunities on the table by not doing this?”

Salesforce took a different view. “We took a view that our customer’s data is their data — not our product — and we are going to respect that. Over time, I think that has paid off because customers know we’ve been true to our number one value: trust,” said Weaver.

Building an innovative platform

Of course, trust alone won’t get the job done. Salesforce knew it had to prove its concept that the internet could transform how businesses use data and it was obsessed with creating a new kind of CRM platform to deliver customer success.

“Customer success is our success and it’s really been a flywheel of growth for us,” Millham said. “The more you deliver for your customers, the more value they get from your technology, the more they want to invest with you. As they’ve needed more from us, we’ve been able to continuously innovate to meet our customers’ expectations.”

To meet those expectations, Salesforce had to solve two problems: build a platform that could be scaled for businesses of any size, anywhere, while also allowing them to customize the product to fit their unique needs. 

“We needed to provide relevant service for every customer, and the big innovation there was the metadata platform,” Harris explained. “We invented this idea of the metadata platform where our customers could describe what they wanted — what kind of data model, what kind of user experience, what kind of business processes — and our code would interpret that metadata.”

The metadata platform abstracts away the complexity of application code, and enables Salesforce to upgrade customers with new capabilities automatically, three times a year, without breaking any of their integrations, customizations, or security settings.

“That is still really fundamentally one of the secrets to our success,” Harris said. “When somebody makes a change in metadata, it takes effect everywhere in the world, on every device, in every language. It’s instantaneous.”

With the metadata platform in place, Salesforce would expand from its first Sales Cloud product to a suite of apps helping professionals across service, marketing, commerce, and for every industry — all connected through its underlying metadata framework to create a 360-degree picture of a business’s customer. 

“That’s almost magical for customers because it gives them the speed of making changes deployed in any region, in any language, in any device,” Harris said. “It moves at the speed of their business.”

CRM + AI + Data + Trust

Questions about putting business data in the cloud have long since been put to rest, but today they’ve been replaced by concerns over giving sensitive information to the next disruptive technology: AI.

Fortunately, the same lessons that helped Salesforce pioneer the SaaS model apply to ushering in the AI revolution. From the initial launch of Einstein in 2016, Salesforce’s approach to AI has been characterized by a focus on trust and customer obsession.

“We could have rushed into this generative AI world and provided solutions right out of the gate – we had the technology – but we took a step back and asked, ‘what are our customers concerned about?’” Millham said. “Trust was at the top of that list regarding generative AI.” 

“It’s important to think about the way people use AI today,” Millham continued. “For so many businesses, their data is sitting trapped in silos of applications. We want it in Salesforce so that they can get access to all of it in one place. That means better insights to your customers, better productivity for your employees, augmenting the work that’s being done to drive higher efficiencies and better margins for your organization.”

The key to unlocking that data is Salesforce Data Cloud, a hyperscale data engine that harmonizes a company’s structured and unstructured data across every Salesforce app. Data Cloud allows every Salesforce app to communicate with each other through the metadata platform, which makes it possible to offer an AI that fully understands a business’s customer universe. 

“Data Cloud brings it all together,” Benioff said. “With Salesforce Data Cloud, Salesforce can unlock this trapped data and bring together all of their business and customer data into one place for AI, all while keeping their data safe and secure.” 

With Salesforce Data Cloud, Salesforce can unlock this trapped data and bring together all of their business and customer data into one place for AI, all while keeping their data safe and secure.

Marc Benioff, Chair, CEO & Co-Founder, Salesforce

Data Cloud is now a foundational piece of Salesforce’s Einstein 1 Platform, offering businesses the ability to safely connect customer information to build AI-powered apps with low code and deliver entirely new CRM experiences.

Salesforce is now bringing CRM, AI, data, and trust to life for customers with its new Einstein Copilot — a conversational AI assistant that utilizes an organization’s unique data to generate trusted customer insights and recommendations. 

Grounded in a business’s own data across every Salesforce app, Einstein Copilot can answer questions, summarize content, create new content, interpret complex conversations, and dynamically automate tasks for users.

“Our new Einstein Copilot brings together an amazing intuitive interface for interacting with AI, world-class AI models, and above all, deep integration of the data and metadata needed to benefit from AI,” Benioff said. “Einstein Copilot is the only copilot with the ability to truly understand what is going on with your customer relationships.”

This integration ensures that every Salesforce user can get the full benefit of AI knowing the model is grounded in their unique data, delivering safe, secure, and relevant outputs. 

“The reason Salesforce can provide the most trusted AI CRM is that we always operate by our values, trust being number one and customer success being number two — even ahead of innovation,” Harris said. “In this world of generative AI, if all you focus on is innovation, you’re going to get carried away with the magic of these large language models. But what’s more important than the magic of having it respond and put something in iambic pentameter like Shakespeare, is it responding in a trusted way.”

Harris continued: “Are we protecting our customers against that bias and that toxicity? And are we talking to our customers and watching how they’re using it? Are they successful with it? That is being guided by our values in action, and how we at Salesforce protect our customers and make sure that we’re leading the way into this world of AI with the power of trust.”

Building trust with all stakeholders 

With AI proliferating across business and society, 68% of customers say it’s more important for companies to be trustworthy. But trust is about more than just data security. Being a trusted partner also means being a business that considers all stakeholders, not just customers.  

Said Sabastian Niles, Salesforce’s newly appointed President and Chief Legal Officer: “Every decision we make at Salesforce is driven by our company core values and stakeholder success. As the AI and data revolution takes hold, infusing trust, responsibility, and impact in all we do is more important than ever to ensure the success of all our customers and stakeholders — and when they succeed, we succeed.”

Fortunately, that’s also part of Salesforce’s DNA.

Within months of its founding, Salesforce launched the 1-1-1 model, a new philanthropic model that dedicated 1% of the company’s equity, 1% of its product, and 1% of employees’ time back to the community. 

That model has paid off. To date, Salesforce has given more than $700 million in grants, performed 9 million hours of volunteer service, 56,000 nonprofits and higher-ed customers use Salesforce software for free, and nearly 20,000 other companies have adopted the 1-1-1 model.

“In the early days of Salesforce, we had a really bold vision to create a new kind of a company, a new technology model, and a new philanthropy model,” said Suzanne DiBianca, Executive Vice President and Chief Impact Officer.

We wanted to do that from the start, not later, after we achieved a comfortable level of success.

Suzanne DiBianca, Chief Impact officer, Salesforce

And even as success came, Salesforce continued to find ways to use its technology and platform to support big societal challenges, like equal pay for equal work, access to education, and climate change. 

Originally built to track and manage its own carbon footprint, Salesforce made Net Zero Cloud, an internal tool being used to track Salesforce’s sustainability efforts, available to other companies in 2017 to help them reduce their emissions. And in 2022, it officially added sustainability as a core value to accelerate its path to net-zero emissions.

“Everyone at Salesforce cares deeply about the work they do every day to drive innovation and technology and trying to make the world a better place,” Dibianca said. “We really truly believe that business can be the biggest platform for change, largely because it’s a collection of people with passion and intelligence that desire to do the right thing.”

For 25 years, Salesforce’s values — trust, customer success, innovation, equality, and sustainability — have guided every company decision and its mission to help companies connect with their customers in a whole new way.

“A company doesn’t get to almost 35 billion in revenue without focusing on outcomes that your customers need,” Milham said. “I’m excited to see where it’s going take us over the next 25 years.” 

Go deeper:

Salesforce’s Einstein 1 Platform powers Einstein Copilot with your healthcare organization’s unique data and metadata from Data Cloud to capture and summarize patient details, quickly update patient and member information, and automate manual processes

Assessment Generation digitizes paper assessments and surveys to capture and track patient data

Customers like Baptist Health South Florida and HarmonyCares are using Salesforce to personalize patient interactions and create a single, unified view of each patient 


Today, Salesforce announced AI and data innovations for CRM to help make healthcare operations more efficient and personalized. Einstein Copilot: Health Actions, a conversational AI assistant that will deliver trusted AI responses grounded with your healthcare organization’s own trusted and private data, Assessment Generation, and Data Cloud for Health help automate and streamline clinical summaries, deliver more personalized communication, and help compile tailored patient assessments faster for care teams, all from a single platform.

These new innovations are powered by Salesforce’s Einstein 1 Platform, which helps organizations safely unlock their data to create better patient experiences and augment employee productivity.

Why it matters: Nearly a quarter of U.S. healthcare spending is wasted on administrative costs, presenting a potential cost savings of up to $320 billion for healthcare organizations, according to McKinsey and Co. AI could be the solution, with recent Forrester data revealing that 82% of healthcare data leaders say AI is a top focus area that will drive operational efficiency. 

The patient perspective: Patients are also open to AI innovation. A recent Salesforce survey found that more than half of U.S. adults are comfortable with the use of AI across nonclinical use cases, such as scheduling appointments and estimating medical expenses. This showcases an opportunity for healthcare organizations to use AI in handling administrative and operational tasks while freeing up providers to spend more time with patients. 

Innovation in action: Salesforce is boosting the efficiency of care teams, service agents, and system administrators with features to help them automate manual tasks like answering questions around benefits coverage and deductibles, segment at-risk populations for targeted outreach and care, and digitize assessments to streamline and improve the patient experience.

Einstein Copilot can generate interaction summaries for the care coordinator, which can be sent to the patient as well as any new primary care provider, and are easily added to records in the system. The call summary includes all details of the interaction as well as clearly-articulated next steps for the patient.

Assessment Generation allows payers and providers to digitize standardized assessments and automatically input questions into the system. These can then be filled out electronically and tracked for progress. 

High-quality AI requires high-quality data and insights: All of these data and AI features are built on Salesforce’s Einstein 1 Platform, which is powered by Data Cloud, and give healthcare organizations the information they need to create a single view of each patient and surface the right insights:

Healthcare organizations can run Tableau Pulse on Data Cloud for Health to explore their data and drive action from real-time insights. Tableau Pulse empowers every healthcare employee with intelligent, personalized insights delivered right in workflows like email and Slack.

Salesforce perspective: “These new data, AI, and CRM features help reduce the administrative and operational burden for healthcare providers and care teams, leading to better outcomes for their patients. And with Salesforce’s trusted AI, healthcare organizations excited about generative AI — but nervous about clinical and security concerns — can confidently use these innovations in their everyday workflows.” – Amit Khanna, SVP & GM for Health 

These new data, AI, and CRM features help reduce the administrative and operational burden for healthcare providers and care teams, leading to better outcomes for their patients.

Amit Khanna, SVP & GM for Health 

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From wearable health devices to virtual doctor’s appointments, healthcare has come a long way. But there’s one change people don’t want to see: doctors replaced with AI. That’s according to Salesforce’s Pulse of the Patient Snapshot, which surveyed more than 1,400 adults in the U.S. and revealed that 69% of them are uncomfortable with healthcare companies using AI to diagnose them. 

However, people haven’t ruled out AI entirely. More than half of respondents are comfortable with AI in nonclinical use cases, such as scheduling appointments and estimating medical expenses. This indicates an opportunity for healthcare organizations to focus on using AI in areas that free up physicians to spend more time with their patients.

Why it matters: According to an Athenahealth survey, more than 90% of U.S. physicians report feeling burned out on a “regular basis,” especially by overwhelming administrative workloads, reduced staffing, and rising patient expectations. AI can help alleviate the burden of paperwork, clerical requirements, and other nonclinical tasks that have piled up over the years. 

Salesforce perspective: “AI won’t replace doctors, it will ‌augment them. People highly value and trust the personal relationship with their doctors, and AI should be seen as a tool to enhance and support that relationship, rather than a substitute. By automating administrative burdens and streamlining workflows, AI can empower doctors to deliver even better care and personalize patient experiences.” – Amit Khanna, SVP & GM, Health

By automating administrative burdens and streamlining workflows, AI can empower doctors to deliver even better care and personalize patient experiences.

Amit Khanna, SVP & GM, Health

By the numbers:

People trust physicians over AI 

“Gen Z’s reliance on multiple channels for healthcare information is one to watch due to the growing threat of misinformation. However, it also presents an opportunity for healthcare organizations to effectively market trusted information across these channels, rather than focusing on just physicians,” said Khanna.  

People are unclear on AI’s role in healthcare — but know it will have an impact

People worry AI risks patient-provider relationships, security, and data accuracy

AI for nonclinical use cases is right in people’s comfort zone

Today, people are uncomfortable with AI making a diagnosis. However, as the technology improves and becomes more pervasive, people could be more open to AI augmenting physicians in areas such as medical imaging, where AI models trained on vast sets of data can identity subtle patterns in images undetectable to human eyes to detect diseases, or predicting patient risk factors based on analyzing patient data.

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Methodology: Salesforce conducted a double-anonymous general population survey in partnership with YouGov in February 15-23, 2024. The total sample size was 1,443 U.S. adults with or without health insurance coverage. Results are weighted for national representation. 

Definitions: Respondents earning under $52,000 in annual household income were defined as lower income; Respondents earning between $52,000-$156,000 in annual household income were defined as middle income; Respondents earning over $156,000 in annual household income were defined as higher income. 

Gen Z are defined as being born 1997 or later; Millennials are defined as being born between 1981-1996; Gen X are defined as being born between 1965-1980; Baby Boomers are defined as being born between 1946-1964; Silent Generation are defined as being born between 1928-1945.

Salesforce released Einstein Copilot, a customizable, conversational, generative AI assistant, and we’re answering the big questions about what it is and what it can do for businesses. 

What is Einstein Copilot?

Einstein Copilot combines the power of Salesforce CRM with the convenience of an AI assistant that interacts with users in a conversational way. 

Unlike other AI assistants or copilots that lack adequate company data to generate useful responses, Einstein Copilot utilizes an organization’s own unique data and metadata to produce powerful customer insights and recommendations, while maintaining privacy and data governance and without requiring costly AI model training.

It can answer questions, summarize content, create new content, interpret complex conversations, and dynamically automate tasks for users — all from a consistent conversational UI across Salesforce’s #1 AI CRM applications. Marketers can use Einstein Copilot to build more effective digital storefronts. Customer service agents will be able to quickly handle requests, from generating replies to suggesting activities. And sales professionals can employ it to understand customers more deeply and close deals. 

Einstein Copilot comes with a library of pre-programmed capabilities, automated responses, and business tasks that the AI can perform for users when prompted. Actions can be combined to execute dynamic multi-step plans. 

How do Einstein Copilot, Data Cloud, and Einstein 1 Platform fit together?

Einstein Copilot is part of Salesforce’s Einstein 1 Platform, which integrates the user interface, a variety of AI models, and data in a single metadata-driven platform. A trusted AI platform for customer companies, Einstein 1 Platform gives companies the ability to safely connect any data to build AI-powered apps with low code and deliver entirely new CRM experiences.

How does Einstein Copilot work?

AI is only as good as the data it’s trained upon, and that’s why grounding Einstein Copilot in Data Cloud makes it so powerful. Data Cloud connects, federates, and harmonizes any data type from any product and system, and connects it back to the Salesforce applications that business users need to use every day, to deliver a comprehensive, 360-degree view of customers and power CRM, AI, automation, and analytics across any business process.

BYOL (Bring Your Own Lake) means companies can integrate any system with Data Cloud, accessing all of their trapped data from data lakes like AWS Redshift, Google BigQuery, Databricks, and Snowflake within Salesforce. They also no longer need to move data across platforms because of Data Cloud’s zero-ETL integration, and it connects to external predictive models for seamless use in Salesforce workflows.

Also, for the approximately 80% of data that is unstructured, semantic search and vector embeddings in Data Cloud unlock a brand new way to interact with data. Einstein Copilot Search enhances Einstein Copilot, providing sales, customer service, marketing, commerce, and IT teams with an AI assistant capable of solving problems and generating content by accessing real-time unstructured and structured business data.

With Data Cloud, all the relevant, trusted customer and business data — structured and unstructured, within and beyond Salesforce, across many disparate data lakes — can be unified and made available for use by every team and workflow. 

How does Einstein Copilot empower teams to work faster?

How does Einstein Copilot empower teams to work faster?

Einstein Copilot brings together an intuitive interface for interacting with AI, world-class AI models, and deep integration of the data and metadata needed to benefit from AI. 

Einstein Copilot is the only copilot with the ability to truly understand what is going on with your customer relationships.

Marc Benioff, Chair & CEO, Salesforce

All of this means Einstein Copilot, which is integrated with all Salesforce CRM applications, will provide a significant productivity boost, improve customer experiences, and increase margins.

How can companies customize Einstein Copilot?

How companies can customize Einstein Copilot for their business.

Users can customize Einstein Copilot and seamlessly embed AI prompts and actions across any CRM app with Einstein 1 Studio, a set of low-code tools deeply integrated with Data Cloud.

How does Salesforce ensure trust in Einstein Copilot?

How do we deploy conversational AI that we can trust? 

Trust couldn’t be more important to today’s businesses. In fact, Salesforce research found the likelihood of business buyers using AI to improve their experiences declined in 2023 compared to the previous year. Another study found that most people (57%) do not trust AI

Einstein Copilot addresses such concerns by serving up trusted AI interactions with privacy and security measures provided by the Einstein Trust Layer. Every AI interaction passes through the Einstein Trust Layer, part of Salesforce’s Einstein 1 Platform, which can perform functions like masking personally identifiable information (PII), scoring outputs for toxicity, and helping to protect information from unauthorized access and data breaches through zero-data retention from Salesforce’s LLM partners. 

New to the Einstein Trust Layer is customer-configured data masking, enabling admins to select the fields they want to mask, providing greater control. Additionally, the audit trail and feedback data collected from AI prompts and responses is now stored in Data Cloud, where it can be easily reported on or used for automated alerts through Flow and other Einstein 1 Platform tools. 

Salesforce believes trusted AI needs a human at the helm. Instead of asking humans to intervene in every individual AI interaction, Salesforce is designing more powerful, system-wide controls that let humans focus on the high-risk items that really need their attention. In other words, humans let the AI row the boat but remain very much in charge of steering the ship. This means customers can get the very best from both human and machine intelligence. 

How will Einstein Copilot shape the future of CRM? 

Copilot is the first glimpse into a future where people primarily interact with software using conversational interfaces rather than clicking buttons, and will fundamentally change the way people use technology.

By integrating Einstein Copilot into Salesforce’s Einstein 1 Platform, businesses of all sizes can take full advantage of generative AI. 

Just by asking a question or giving an instruction, Einstein Copilot can free up time for more strategic work by automating repetitive tasks and providing users with easy access to information. Copilot also analyzes data to provide insights that would be difficult or time-consuming for humans to uncover. These insights can help businesses make better decisions about everything, ranging from sales and marketing strategies to product development and customer service.

New Einstein Copilot capabilities, such as the customization available through Einstein 1 Studio, allow businesses to build and customize their own AI assistants with skills and prompts that fit their needs. 

How can customers get Einstein Copilot?

Customers can access Einstein Copilot by purchasing Einstein 1 Editions or by adding it on to Enterprise or Unlimited Editions. Detailed pricing information is available here

Einstein Copilot is available globally now for Sales Cloud and Service Cloud and will be available in Marketing Cloud later in 2024. Additionally, Einstein Copilot for Tableau will be launching in the second half of this year. Tableau currently supports generative AI capabilities with Tableau Pulse and Tableau Copilot (now in Beta). Einstein Copilot initially supports data residency in the United States and the English language. 

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Generative AI and large language models (LLMs) are reshaping how companies build business applications for sales, customer service, marketing, commerce, IT, finance, legal, and HR teams. Behind this shift is a legion of app developers who are tapping into generative AI-powered development tools to build apps faster and augment employee experiences for the better. 

That’s a big reason why 86% of IT professionals say their jobs have become more important since the introduction of generative AI.

Here, Alice Steinglass, Salesforce’s EVP & General Manager, Platform, shares her thoughts on the future of AI-powered app development, the collaboration between developers and AI copilots, and more.

AI is what every developer, CIO, and frankly, every organization is talking about. We’re going to see a dramatic revolution in the kinds of apps available on the market — and how they’re being built.

Initially, AI was used for simple tasks like recommendation systems and voice recognition. With advancements in deep learning and Natural Language Processing (NLP), AI is now capable of helping with complex tasks such as image recognition, sentiment analysis, and predictive analytics. And with generative AI, we now see apps that are capable of generating highly personalized content like images, webpages, and emails customized for individual users. 

It’s a dramatically new way of thinking about development, and it provides a new kind of experience for the end user.

Alice Steinglass, Platform EVP & General Manager, Salesforce

AI is also changing how we build apps — moving from click-based UIs to conversational UI, from hard-coded logic to semantic LLMs, and from limited structured data to unified data layers leveraging structured and unstructured data in decision-making.

What I find so interesting about building apps with AI is the unexpected. Developers have to think of all the different scenarios that could happen — envision what kind of new workflow their end users will need. The amazing part about using a copilot is that it’s able to generate a plan in real time at runtime for the user based on the capabilities that I give it as a developer. It’s a dramatically new way of thinking about development, and it provides a new kind of experience for the end user.

With AI assisting them every step of the way, experienced developers can code and build faster. And at the same time, AI can democratize the app dev space by lowering the barrier to entry and opening the door for more business users to be able to build apps themselves. 

Q. What is the single biggest challenge in using AI for app development?

The AI revolution is a data revolution. Companies are struggling with vast amounts of data “trapped” across too many apps and silos, making it difficult to amalgamate into a single, useful dataset. With access to large quantities of data, using a hyperscale data engine like Salesforce’s Data Cloud, AI’s potential expands, especially when you can pair these new AI capabilities with your unstructured data.

When we talk about data, about 20% of it is structured data. This is what you would find in spreadsheets and transactional databases — names, customer information, and order details. However, the remaining 80% is unstructured data, including PDFs, emails, transcripts, and social media content. Previously, finding relevant information through this unstructured data was challenging, requiring exact keyword matches. 

With AI, we now have patterns like retrieval augmented generation (RAG) that help companies retrieve and use their data, no matter where it lives, for better AI outputs. 

This is transforming the way software is written and enhances the customer and employee experiences companies can offer today.

Q. What does it take to build powerful AI apps? 

First, the app needs to have access to the right data and metadata. Without the necessary data, an AI app becomes nothing more than a party trick. For example, if I asked a chatbot to simply “generate an email,” the resulting email would lack contextual relevance without the required information. Who am I sending the email to? What details should be included? Gathering all of this information can be a cumbersome task for the end user. 

This is where app development plays a crucial role. As app developers, we can take the responsibility of gathering the necessary data and metadata for the user. We can identify the structured and unstructured data, as well as any relevant information, to effectively use AI in a given scenario.

Q. What else should developers consider when building or integrating AI-powered apps in an enterprise?

It’s not enough to generate the perfect email — if a salesperson or customer agent has to manually copy and paste the content from somewhere else to send it, that becomes an extra step and hinders productivity. That’s why it’s critically important to incorporate AI into the workflow itself. This means having AI functionalities as buttons on the page, part of the copilot, and embedded into the organization’s existing workflows. 

Additionally, the AI app should have deep integrations with the systems where actions take place. In an enterprise setting, there are often numerous systems involved, with over 900 different systems being used for various tasks like creating purchase orders, checking shipping status, and placing orders. A powerful AI app not only analyzes data and provides intelligent insights, but also operates within the user’s workflow, taking real actions on their behalf. It goes beyond generating text and is capable of executing meaningful actions for the user.

Salesforce’s Einstein Copilot, for example, allows companies to create custom actions leveraging their CRM data and existing workflows, APIs, and code.

Q. How is collaboration between developers and AI copilots shaping the future of app development? 

For experienced developers who know how to write complex code, collaboration with AI speeds up the development process. Oftentimes, there’s a lot of boilerplate code that needs to be written, and one of the top requests from our developer community is test case generation with AI. This is an area where AI can truly assist. Developers can write a piece of code that is crucial for their users, and AI can provide a starting point for test cases, saving time and allowing developers to focus on making them specific to their organization. 

Secondly, collaboration with AI copilots democratizes app development by making it accessible to more people. It can help beginners get started, fill in missing information, and even explain concepts and functions. When learning new technologies, such as making an Apex callout, AI acts as a supercharged assistant, providing guidance and support throughout the process.

Lastly, AI presents an opportunity to improve the quality of the code being written, elevating the type of code that developers write and their reliability. This is just the beginning, as there is untapped potential in using AI for performance optimization, scalability, bug detection, and enhancing code reliability.

Q. How does low-code development intersect with AI and what are the implications? 

Low-code developers will play an exciting role enabling actions within AI.

When implementing AI in an enterprise setting, it becomes crucial to determine the places you want to embed AI capabilities and the actions that the copilot should be able to take. Low-code developers are often business users or administrators who have a closer connection to the needs of the business. This proximity allows them to collaborate with business stakeholders to understand their needs and implement AI solutions accordingly.

Whether it’s sending an email, initiating a purchase order, or making an order request, low-code developers can work closely with business units to understand the specific data requirements for each action. Then, they can identify the necessary data sources and integrate them into the AI system. 

Low-code tools like Prompt Builder empower Salesforce Administrators to create, ground, test, and implement AI across experiences, apps, and workflows. And, AI can also help them build these workflows. Tools like Salesforce’s CodeGen — a new, large-scale language model built on the concept of conversational AI programming — allow low-code developers to deliver on the needs of the business.

Q. What’s your vision for the future of AI-powered app development? 

AI will become an integral part of every app, creating truly personalized UX that collaborates with the user to provide intelligent insights and accomplish tasks. And, multimodal input will transform how we interact with software — particularly on mobile. 

What’s more, how we build these apps will change. AI-powered app development platforms will continue to get better at helping us realize our goals through code: democratizing development while also supercharging engineering productivity with more support, better testing, and higher quality code. Basically, it will let developers, admins, and architects spend more time on the fun part — creating and building — and less time looking up how a library works, debugging esoteric issues, or writing boilerplate tests. It’s going to be a fun time to be a builder.

As AI continues to advance, its impact on app development will become increasingly significant. From enhancing functionality to improving security measures, AI is transforming the way apps are built and experienced. With collaboration between developers and AI copilots, the democratization of AI development, and the intersection of low-code development with AI, the future of AI-powered app development looks promising. 

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A recent survey of 600 IT professionals reveals a new mandate from their leaders: incorporate generative AI into the technology stack — fast. IT is pushing back, raising concerns over resources, data security, and data quality. Nearly 3 in 5 IT professionals say business stakeholders hold unreasonable expectations on the speed and agility of new technology implementation. In fact, 88% of IT professionals claim they’re unable to support the deluge of AI-related requests they receive at their organization.

Why it matters: We are in a productivity and efficiency revolution with the introduction of generative AI — businesses are beginning to see productivity gains and executives want a piece of the pie. While businesses seek to stay ahead of the competition by rapidly implementing generative AI, the investment might see diminishing returns without the proper infrastructure, resources, and partners. IT must work with their leadership to ensure that quickly integrating generative AI doesn’t mean sacrificing data security and quality.

Executives are understandably excited about the promise of AI – and productivity gains are a big part of that.

Juan Perez, EVP and Chief Information Officer

Salesforce perspective: “Executives are understandably excited about the promise of AI – and productivity gains are a big part of that. CIOs and IT teams can either hang back and potentially miss the opportunity to take advantage of the technology before their competitors, or they can lead the way, rethinking how companies implement trusted AI in a responsible and sustainable manner.” – Juan Perez, EVP and Chief Information Officer

The Salesforce research found:

IT in the hotseat as pressure mounts to implement generative AI quickly

Most IT professionals surveyed (87%) believe generative AI has so far met or exceeded its hype. As a result, IT is tasked with getting the technology implemented — and fast

Generative AI is the #1 technology IT feels pressure to onboard quickly.

As demand increases, IT is at the front lines.

Company leadership prioritizes speed above security and data quality, IT says

According to the research, IT teams identified the C-suite as the #1 influencers demanding fast generative AI implementation. When asked about their team’s priorities compared to those of their leadership, IT reports they’re focused on data security and quality while they view their leadership as prioritizing speed‌. 

Salesforce’s recent Connectivity Benchmark Report further highlights IT’s data concerns, with 95% of IT leaders reporting integration issues as an impediment to AI adoption.

As they juggle various priorities, nearly half (48%) of IT professionals agree that they struggle to find a balance between speed, business value, and security when implementing new technology. 

IT faces AI challenges, putting fast implementation at risk

Amid this pressure to deliver, IT faces rising concerns on how to budget and resource effectively to implement new technologies like AI. 

Additionally, almost one-third (31%) of IT workers say they lack the time to implement and train AI models and algorithms, and nearly half say their infrastructure can’t keep up with demand:

“For those who are ready to lead, approaches like retrieval augmented generation (RAG) can help, both reducing costs from training LLMs while keeping data safe and secure and giving companies a faster time to market with AI-powered solutions,” said Perez.

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In partnership with Vanson Bourne, Salesforce conducted a double-anonymous survey of 600 IT professionals (200 IT leaders and 400 IT individual contributors) in Australia, France, Germany, the United Kingdom, and the United States. The survey was fielded in December 2023 and January 2024.

Today, Salesforce announced the Data Cloud Spring ‘24 Release, which includes new innovations to make data in Data Cloud more usable across Salesforce’s CRM applications and platform services. Features like Data Cloud Related Lists and Data Cloud Triggered Flows make it possible to view customer engagement data from a website on every customer record in Salesforce and automate an alert to a salesperson.

Data Cloud makes it possible to connect data from any source or data lake and use it within the applications that business users need to use every day. This is possible because Data Cloud is built on Salesforce’s foundational metadata layer, which provides a common language that integrates all Salesforce applications and low-code platform services including Einstein AI, Flow for automation, Lightning for UI, and Apex for deep, pro-code customization.

Why it matters: Despite significant efforts, a staggering 81% of business leaders report struggling with data fragmentation and data silos. This disconnected information hinders crucial tasks like improving the customer experience, even though 80% of customers expect better experiences based on the data companies collect.

Salesforce Data Cloud is the first data platform that not only unifies data from across the enterprise, but also uses this harmonized data to power the AI and applications that businesses use every day.

David Schmaier, President and Chief Product Officer, Salesforce

This powerful combination of data and CRM enables customers to build richer, more personalized customer experiences and connect all of this data in real time to Salesforce’s powerful Einstein AI services to ground generative AI and fuel predictive insights with trusted company data.

What’s new in Data Cloud Spring ‘24:

“Salesforce Data Cloud is the first data platform that not only unifies data from across the enterprise, but also uses this harmonized data to power the AI and applications that businesses use every day,” said David Schmaier, President and Chief Product Officer, Salesforce. “This enables salespeople, marketers, customer service agents, and more to develop deeper customer relationships, save time, and dramatically improve productivity. Data Cloud truly unlocks trapped data to power a better customer experience.” 

How it works: The power of Data Cloud in Salesforce

Before Data Cloud, Sales Cloud users acted on data that was manually entered, created via system generated activities, or via APIs with other systems. Now, with Data Cloud, customers can enrich their Sales Cloud experience with a comprehensive view of their customer across all systems and touchpoints with insights about customer behavior — whether that data sits in external sources or across Salesforce applications. All of this data can now be leveraged to power workflows and customer experiences. For example, (a) automatically creating an opportunity based on web engagement data, and (b) providing propensity scores about upsell opportunities based on product usage trends from data in an external data lake.

Sales Cloud without Data Cloud vs. Sales Cloud with Data Cloud

Customers everywhere embrace Data Cloud

With record-breaking adoption, Data Cloud is quickly becoming the go-to solution for unified data management. The high demand is evident, with 25% of million-dollar deals in Salesforce’s fourth quarter including Data Cloud, and the recent addition of over 1,000 new customers in one quarter. Salesforce was recognized as a Leader in the inaugural Gartner Magic Quadrant for Customer Data Platforms, validation of the power of hyperscale data combined with Salesforce’s data, metadata, and leading CRM applications.

Companies across all industries, geographies, and segments are driving growth and productivity by connecting their enterprise data to business applications with Data Cloud and the #1 AI CRM. 

Get hands on with Data Cloud

At TrailblazerDX, Salesforce will empower all Trailblazers to take advantage of Data Cloud and offer a comprehensive suite of resources to empower customers on their journey. This includes:

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