Salesforce Experience Cloud is the platform for creating top-notch customer experiences. But what if you could amplify its capabilities even further with the power of Artificial Intelligence (AI) and Data Cloud? At the recent Salesforce Connections 2024 event, the focus was all about AI, Data, and CRM, highlighting how these technologies are revolutionizing customer engagement. This dynamic combination can transform your Experience Cloud site into a personalized, data-driven powerhouse.
The Data Cloud Advantage
Unified Customer View:
Experience Cloud engages with customers across various touchpoints. Data Cloud acts as a central hub, consolidating customer data from Salesforce and external sources. This unified view lets you tailor experiences based on individual preferences and past interactions.
Real-Time Insights:
Imagine understanding customer behavior as it happens! Data Cloud provides real-time insights into customer activity across channels. Use this to personalize content, product recommendations, and support in real-time, boosting engagement and satisfaction.
Advanced Segmentation:
Say goodbye to generic experiences. Data Cloud enables you to create highly targeted segments based on demographics, purchase history, and website behavior. Deliver hyper-personalized experiences that resonate with each customer group.
AI: The Intelligence Behind the Experience
Einstein Co-Pilot for Partners
AI analyzes customer data to recommend relevant content, products, or services on your Experience Cloud pages. This not only enhances customer satisfaction but also drives conversions.
Image from Salesforce Connections keynote 2024
Predictive Search:
AI powers intelligent search functionalities, anticipating customer queries and suggesting relevant results before they even finish typing. This streamlines navigation and helps customers find what they need quickly.
Chatbots and Virtual Assistants:
AI chatbots provide 24/7 customer support, answer basic questions, and route complex inquiries to human agents. This frees up your team’s time while ensuring customers receive prompt assistance.
Image is from a Salesforce official chatbot marketing site.
Putting it All Together:
By combining Data Cloud’s unified data platform with AI’s intelligent capabilities, you can create a truly transformative Experience Cloud site.
Here’s an example:
Imagine a customer browsing an Experience Cloud site for running shoes. Data Cloud recognizes the user as a returning customer with a preference for lightweight shoes. Using AI, the platform analyzes the customer’s past purchases and website behavior. Based on this data, the Experience Cloud displays personalized recommendations for new lightweight running shoes, along with helpful CMS content or blog posts about running techniques. The customer may have questions. A chatbot can pop up directly on the site and answer questions in real-time without the need for a customer service agent. A complete, comprehensive, data-driven customer experience completely handled by the Experience Cloud site, data, and AI.
Embrace the Future:
Salesforce Connections 2024 emphasized that AI is the new UI. We’re entering an era where AI doesn’t just build your website—it can be your website. Imagine visiting a brand’s website and instead of static content, you’re interacting with dynamic prompts driven by AI from your CRM, creating a fully personalized styling experience. Data is the foundation for these exceptional customer experiences, enabling us to work faster and more efficiently. With AI and Data Cloud’s native integration, every engagement becomes more relevant for customers and accounts.
CRMs built with AI and data are reimagining customer engagement. New frontiers like Commerce GPT and Customer GPT, along with Einstein GPT’s access to all customer data within Customer 360, allow for recommending amazing merchandise and even enabling customers to pay directly in the chat.
Perficient can help you craft personalized experiences, anticipate customer needs, and ultimately drive growth and customer loyalty.
By embracing Data Cloud and AI, you can unlock new possibilities for your Experience Cloud. Craft personalized experiences, anticipate customer needs, and ultimately drive growth and customer loyalty.
