With 171,000 registered attendees, 2,700 different sessions and 13 million online viewers, Dreamforce was back with a bang in 2019.
Here are our the top 5 highlights from the event:
1 – Einstein Can Now Talk To You
Salesforce are jumping on the voice train…
Einstein, their general AI engine can now receive audio commands and respond with data pulled from the CRM:
In a live demo during the opening keynote, Chief Scientist Richard Socher calls a car rental business to extend his rental over the weekend.
Einstein was able to answer (as the customer support assistant for the car rental businesses), validate the customers identity, pull up their booking details and extend a car rental – without the customer (Richard) ever having to speak with a person.
2 – Someone Is Actually Using Salesforce Blockchain
“Blockchain is changing the way companies approach trust and transparency” – Adam Caplan, SVP, Emerging Technology, Salesforce.
As you can imagine, making luxury cars requires intense quality control – Lamborghini vehicles require over 1,000 certificaiton checks before being released into the public.
Lamborghini is using Salesforce Blockchain to create a “trust network” between their distributors to enable them to authenticate vehicles faster than ever before.
This is saving time, streamlines quality control and reduces chances of counterfeiting.
“Innovation has been at the core of our company since its founding. Salesforce Blockchain will allow us to take our innovation a step further, accelerating the authenticity of our heritage vehicles faster than ever.” – Paolo Gabrielli, Head Of After Sales, Lamborghini.
3 – Salesforce Is Bringing Together The Full Customer 360
Salesforce announced: Customer 360 Truth – a new set of data and identity services that enable companies to build a single source of truth across all of their customer relationships.
The example given in the opening keynote showed a Louis Vuitton customer reaching out to a support representative not having to request an order number from a customer in the live chat of their application as they already knew this – due to the Customer 360 Truth product.
For a simple but extremely powerful method to understand all of your customer communication, you can request a demo of Ebsta Team here.
4 – Salesforce Have New Partnerships With… Everyone
Salesforce announce new partnerships with:
Salesforce announced Service Cloud Voice, a new offering that integrates with Amazon Connect to give agents a complete set of tools to deliver enhanced support.
Salesforce announces Microsoft Azure as its cloud services provider for Marketing Cloud. Salesforce are also building an integration between Sales and Service Cloud to connect into Microsoft Teams.
Salesforce announce their new iOS mobile application that they have been working with Apple with to integrate Siri into Salesforce. You can now ask Siri about your next sales meeting for example.
They also announced Trailhead Go, the Salesforce learning platform which has been designed specifically for iPhone and iPad.
5 – Salesforce Is Taking On The Call Coaching Market
Since their acquisition of Bonobo in 2016, Salesforce have had their eyes on the call coaching space and just announced Salesforce Call Coaching:
You can see which products or competitors are mentioned and and objections raised right within Salesforce. This is fully customisable so each organisation can select what data they would like to pull out of sales calls to help improve feedback and ultimately performance.