3 Key Takeaways from Salesforce World Tour NYC

By Mark White

Mark White, VP of Advisory Solutions, expresses his thoughts on the Key Takeaways from Salesforce World Tour NYC

This year’s Salesforce World Tour NYC event was hugely successful, with over 15,000 attendees. The atmosphere was buzzing with energy and enthusiasm and it was a great opportunity to learn, connect, create new relationships and nurture existing partnerships.

I was fortunate enough to attend the keynote speech by Salesforce CMO, Sarah Franklin. I’m excited to share my three key takeaways from the event that will be helpful for those who missed it. 

3 Key Takeaways from Salesforce World Tour NYC 

1. AI is Here to Stay 

During the keynote speech, Sarah Franklin talked about how AI is changing the world and its impact on our lives. She highlighted that ChatGPT reached 100 million users in just two months, which is a staggering number. To put this into perspective, it took the telephone 75 years to be adopted by 100 million people, Instagram took 2.5 years, and TikTok took only 9 months. So, it is clear that AI is here to stay and will play a significant role in our future. 

The question on everyone’s mind is whether AI will take over our jobs. Sarah Franklin’s answer was reassuring – AI doesn’t know our consumers on a personal level. A term in AI called hallucination represents the AI and data not fully understanding and not having that emotional, empathetic touch. As a result, it can produce errors and incorrect information, which could negatively impact whatever you’re working on. To solve this, Salesforce is leveraging AI (Einstein) with the trusted data within your CRM to make decisions and streamline our day-to-day tasks, making us more efficient and effective at our jobs.  

2. Salesforce Leveraging Einstein 

Salesforce is well-positioned to leverage Einstein to its full potential. During the keynote, Leah McGowen-Hare, MSEd, showcased some impressive examples of how Einstein is already being used in the world of Formula 1 racing. End-users can eliminate those inevitable manual tasks by connecting with a “live agent” (Einstein), enabling customers to modify their existing orders, get a refund, ask detailed questions, and get everything they need in seconds.   

Not only is the end user leveraging Einstein with the front-end experience, but Sales Reps, Customer Service Reps, and Marketers are also using this technology to create detailed personalized landing pages, close open customer cases faster, and suggest relevant cross-sell and up-sell opportunities. In addition to making business users’ life more efficient, Salesforce’s Einstein can also be used by developers to create lines of code and give them a starting point to build off.  

This kind of AI technology is a game-changer and will revolutionize how we do business. It will allow us to provide our customers with a seamless and efficient experience, which we all strive for. 

3. Slack + AI 

Slack CEO Lidiane Jones presented some amazing features set to roll out soon. One of the most exciting is a “Sales Home” that includes a dashboard with important KPI’s, updates, and reminders. Integrating with Sales Cloud will help sales teams work more efficiently and productively. The other exciting feature is Einstein can be asked to take detailed notes during meetings, outline action items, and assign them to the appropriate team members. This is a game-changer for businesses, and it will help teams stay organized and productive. I personally can’t wait for this feature. 

Also, fun fact…did you know Slack stands for Searchable Log of All Communication Knowledge?  

Salesforce Leading the Charge 

Attending the Salesforce World Tour Event in NYC was an eye-opening experience, and I am grateful for the opportunity to have been there with RafterOne. AI is here to stay and will change how we do business. Salesforce is leading the charge in leveraging Einstein to its full potential, and they are set to revolutionize the industry. Slack + AI is another exciting development that will help teams stay organized and productive. I am excited to see what the future holds, and I am confident that AI will enable us to work smarter, not harder.   

– Mark White, VP, Advisory Solutions – B2B Commerce & Revenue Cloud     

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