Salesforce details what it describes as its “biggest innovation,” the Innovation will last two decades on its CRM and sales enablement platform.New to Salesforce Genie is a program designed to unify the storage of customer data typically stored across different channels and applications into one multipurpose profile. At Dreamforce 2022, Salesforce explained that the goal is to help customers personalize the experience their customers have with the most complete and up-to-date set of information about previous interactions.
(Image source: Salesforce)
Salesforce Genie
Historically, businesses have struggled to harness the full potential of their customer data due to their complex and disorganized IT assets, which have left data trapped in siloed pockets.According to Salesforce, the average business relies on nearly 1,000 different applications to maintain their operations, “which distracts from customer data and the digital experience.”Salesforce Genie solves this problem by ingesting and “reconciling” a variety of disparate data sources, creating a comprehensive customer graph that can be used to inform sales efforts and personalize customers experience.The company’s other software properties will also benefit, although the details are a bit hazy at the moment. Genie for Tableau is said to enable automated workflows based on customer data, and MuleSoft users will be able to ” building connected, intelligent experiences” and Slack Genie will help bring “artificial intelligence-driven insights into the workflow.”Salesforce also wants Genie to enhance its existing Einstein AI and Flow automation facilities, which will be based on more comprehensive datasets. Specifically, the former is expected to produce more accurate and tailored forecasts to help guide decision-making, and the latter will benefit from a new level of dynamism enabled by centralized real-time data sources. Salesforce co-CEO Bret Taylor said in the opening keynote: “We completely reimagined our CRM from the ground up to enable applications that were simply not possible before. .”
“With Genie, we’ve added a fundamental new capability: a real-time hyperscale data platform. It’s all about data; you can inject real-time and historical data to create a single source of truth. This is a game changer in CRM.”
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Joel Khalili is TechRadar Pro’s News and Features Editor, covering cybersecurity, data privacy, cloud, artificial intelligence, blockchain, internet infrastructure, 5G, data storage and computing. He is responsible for curating our news content, as well as commissioning and producing features about technologies that are changing the way the world does business.
