Salesforce Enlists IBM Watson’s Help And Opens “Einstein” AI Layer To All Customers

What Happened
Salesforce is opening up “Einstein,” the artificial intelligence layer of its various cloud-based CRM software products, to all customers. This allows users of Salesforce product to tap Einstein’s AI smart to analyze and manage customer data, build predictive sales models, and streamline workflows.

The company is also launching the Einstein Vision platform — a collection of APIs that will let developers integrate image recognition capabilities to CRM and apps. This will make images a possible data input for Salesforce’s CRM system, allowing companies to gather insights from photos, such as detecting inventory levels or identifying customer preferences.

In addition, the company is teaming up with IBM to plug Watson into Salesforce’s Intelligent Customer Success platform, mixing customer insights from Watson based on local weather, healthcare, financial services, and retail with Einstein’s customer data to create a powerful data-driven CRM platform.

What Brands Need To Do
These new announcements from Salesforce come at a time when more and more companies are starting to experiment with AI-powered solutions in their business and marketing practices.  In January, Toyota launched a campaign that is partially generated by IBM’s machine learning program Watson, and last month, H&R Block integrated Watson into its tax filing system to helping people maximize their tax returns. As AI and machine learning technologies continue to develop, brands need to explore the kind of personalized user experience and product recommendations that AI-powered CRM solutions enable based on data and user input.


Source: TechCrunch & MarTech Today

How Dunkin’ Donuts Is Using Salesforce To Improve Loyalty Program

What Happened
Dunkin’ Donuts is using personalized messages powered by the Salesforce Customer Success Platform to encourage customer engagement and loyalty. Using Salesforce’s platform, the quick-service restaurant chain is able to gather behavioral data, track customer journeys, and send members of its loyalty program personalized messages such as promotional offers on products they may like. Dunkin’ Donuts says the platform has helped it onboard 1.5 million customers to its loyalty program so far.

What Brands Should Do
By leveraging Salesforce’s cloud-based marketing service, Dunkin’ Donuts is able to take an effective one-on-one approach in its customer outreach and convert them into loyalty program members. More brands can benefit from this approach to stay connected with customers and further engage them via personalized messages

For more information on how brands can better utilize customer data to connect with customers across channels. check out the Boundless Retail section in our Outlook 2016.


Source: Yahoo Finance

Salesforce Launches Commerce Cloud With Apple Pay And “Einstein” Integration

What Happened
Salesforce on Wednesday launched Commerce Cloud, a new marketing tool that integrates assets from Demandware that Salesforce acquired in June. Salesforce is integrating its CRM and other platforms with Commerce Cloud, which also comes with Apple Pay integration as well as predictive analytics and product recommendations powered by its “Einstein” artificial intelligence platform. At launch, the service is already powering 1,800 retail stores for brands such as Adidas, Lands’ End, and Pandora.

What Retailers Should Do
Retailers can use this new cloud-based marketing service to better serve and engage with shoppers. The Apple Pay integration enables retailers to offer one-touch checkout for both online and in-store purchases, creating a frictionless checkout experience while also closing the online-offline attribution loop. The integration with Einstein, on the other hand, adds some analytics and customization features into the mix to make the system more efficient and data-driven.

For more information on how retailers can better utilize customer data to connect with shoppers across various sales channel, check out the Boundless Retail section in our Outlook 2016.


Source: Marketing Land


Salesforce Launches IoT Platform To Gather Data From Everywhere

What Happened
Last month, popular CRM solution provider Salesforce announced its entry into the Internet of Things (IoT) market with IoT Cloud, a platform designed to help businesses connect with and respond to their customers using connected devices. Powered by the company’s new real-time processing engine Thunder, Salesforce aims to process huge amounts of IoT device data, while helping businesses build customer profiles and provide better customer experience based on the data acquired. Similarly, last week, Amazon also launched its own IoT platform to support the growing market of connected devices, posing a formidable competitor for Salesforce.

What Brands Need To Do
The new IoT platform from Salesforce provides a platform for connected device makers to help their clients better monitor and respond to their customers, while Amazon’s new platform allows connected device makers to tap into Amazon cloud services for voice interaction with Alexa or data processing on EC2. Brands can benefit from IoT data through partnerships with a device maker to tap into the capabilities these platforms boast. For example, a bread brand may learn valuable insights on breakfast preferences from connected toasters, just as auto brands can utilize data from connected cars to better serve their customers.


Source: Marketing Land