Salesforce has unveiled its Customer Data Platform (CDP) with the next generation of Customer 360.
Salesforce says its new platform services will enable companies to unify disparate customer data throughout their entire organization and then personalize every engagement based on a single view of the customer. Customer 360 will go beyond traditional CDP capabilities and extend the power of CRM with consumer-scale data management and activation.
"Customers today will not settle for fragmented experiences, and companies recognize that creating a single view of the customer is imperative to earning their loyalty," said Bret Taylor, President and Chief Product Officer, Salesforce. "With Customer 360, we continue to extend our platform in new ways, empowering brands to unify data and personalize customer engagement at scale."
Most of the interactions that customers have with brands today are disconnected and therefore underwhelming. The latest Salesforce Connected Customer report finds that 78 percent of customers expect consistent interactions with a company regardless of the department they're dealing with, yet only 50 percent of companies tailor their engagement based on a customer's past interactions.
The challenge for companies is that they are swimming in a deluge of customer data. Many are trying to unify data from legacy systems, disconnected channels, multi-channel attribution and elsewhere. They also need to adhere to regulations like GDPR and adapt to new channels like voice and chatbots. In this reality, delivering personalized and integrated engagement is difficult, and customers often pay the price. A retailer is unlikely to know that the customer who just contacted customer service for a broken product is the same one that also just received a promotional email for that same product.
Salesforce introduced Customer 360, which allows companies to connect Salesforce apps and create a unified customer ID to build a single view of the customer. Additionally, by extending the power of Customer 360 with MuleSoft, companies can connect any app, data source or device across any cloud and on-premise. Salesforce is expanding Customer 360 with new advancements that will make it easier to bridge fragmented customer data across the entire organization and enable companies to deliver integrated customer engagement at scale.
The next generation of Customer 360 will enable:
Data Unification and Consent Management: Brands will be able to unify all of their customer data to create rich customer profiles. This includes known and unknown data such as cookies, customer first-party IDs and more. With Salesforce's consent management framework, companies also have the ability to easily gain customer consent wherever they engage-from email marketing to digital advertising.
Advanced Audience Segmentation: Segmentation capabilities will allow companies to identify specific groups of people to engage with in real-time based on demographics, engagement history and all other customer data available. For example, a company will be able to build an audience of female shoppers interested in running shoes based on information gathered from a combination of web browsing activities across several retail sites, marketing email interactions, previous purchases and more.
Personalized Engagement Everywhere: Once a brand knows what audience segment they'd like to reach, it can then activate the customer data across marketing, commerce, service and beyond. This means companies won't skip a beat, reaching customers and prospects across channels like ads, email, social, mobile and web that are all integrated to deliver a continuous experience with the brand.
Optimization Based on Einstein Insights: With artificial intelligence, companies will be able to analyze and understand how and when to engage with customers to drive customer loyalty and improve business performance. Customer profiles are continuously updated based on their behaviors - as customers click on an ad, browse an ecommerce catalog, buy a product and open an email. This allows brands to leverage AI to drive the most relevant mix of product and channel recommendations to optimize channel engagement and customer satisfaction.