Salesforce Week of Innovation

Yesterday I attended the Salesforce Week of Innovation - Technology Day at Magazine London.

The day showcased some of the latest advancements, features, and innovations in their products and services. With keynotes, product demonstrations, and discussions focused on how businesses can leverage Salesforce technologies to enhance their operations and customer experiences.

https://www.salesforce.com/uk/events/woi/

I found the sessions to be very inspiring with lots of practical?how-to content, the venue was a refreshing change from the normal Excel Conference centre. Magazine seemed less crowded, pushy and rushed, allowing greater focus. The sessions were intimate and seating was aplenty. The day seemed to flow much better and had room for networking and spaces to work and breakout.?

The keynote was focussed on data being the foundation for AI, how we get this right with all its complexities. How can we use AI in our CRM to have meaningful interactions with our customers and supercharge our RevOps! There was some good food for thought regarding deployment strategies, data masking and isolation of testing when exploring AI capabilities.?

Next up was a piece on?AI Coach?from Salesforce Professional Services and the impact generative AI is having on our businesses. Here we started to think about what is it we want?to achieve with AI and where does this sit in our roadmap, How do we successfully integrate AI into your CRM strategy and drive value for our business.?Recognising that this is not just a technological shift but personnel one too. This advancement is moving at speed, how do we prepare and not get left behind our competitors.

Actions, 1. identify business value, 2. consider how to harness AI. 3. evaluate our readiness

Professional services have an offering for this (of course) and might be something worth exploring to get us thinking https://www.salesforce.com/content/dam/web/en_us/www/documents/services/ai-coach-datasheet.pdf.?

Next we had a conversation?with Dana Cuffe,?Group COO at Miller Insurance and Paul O'Sullivan, SVP, Solutions Engineering at Salesforce. This was a panel discussion and a good opportunity to hear how another business a was thinking about and embracing AI, whilst delivering better customer experiences with trusted technology.?Trust and communication being key topics here when dealing with these changes.

Then I opted for AI Spotlight: How to Use AI to Achieve Efficiency Faster I think this was my favourite session as it fed the Salesforce geek ?in me! We looked at,

• Mulesoft?& Flow, which was exciting - the potential to deliver projects 5x faster
• No-Code Natural Language Builder?and how this can remove bottle necks and have the potential to boost productivity for development teams
• Generative Flows with Natural Language?- this is probably my favourite and one I'm most excited to get my hands on! Flows are the future and most of the items demoed yesterday were built utilising Flow capabilities for AI optimisation.
• Intelligent Document Processing (IDP) was pretty impressive and something I think we could definitely have a few use cases for. There was a demo of how Cumulus Bank are using this technology to automate the Application > Credit Check > Approval Process, integrating directly with SAP. Seeing the 'art of the possible' was very inspiring!?

In summary the day was very useful and I'd recommend it to anyone wanting to learn more about how we can?unlock the power of our CRM and use it to have the relationship we want with our customers

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