Dreamforce To You: Chock Full of News
Author: Peter Giersch
December 7, 2020
“Business is the greatest platform for change.” This refrain, the words of Salesforce Chairman Mark Benioff, was a through line bringing together exciting announcements at the Salesforce “Dreamforce to You” virtual event.
LiveArea is a long-time Salesforce partner and we’re proud of our ongoing collaboration. Sure, we wish we could have been in San Francisco for the event – especially in this unique year when transformation has accelerated faster than anyone could have predicted. We missed connecting with our clients, prospects, and Salesforce peers. These interactions are vital for all of us as we celebrate 2020 and “energize” for the coming fiscal year.
But the virtual Dreamforce 2020 was the next best thing to being there and we are looking forward to future sessions. The event included acquisition news and information on new offerings. The company revealed again and again the strength of its Customer 360 strategy, its commitment to customers and to positive change, and to applying business as a platform for change and transformation. A lot of companies say they can deliver a single source of truth across an enterprise but Salesforce delivers on this promise and it’s a game changer.
Here is a look at topics and announcements from Dreamforce to You:
New Product Announcements
“If you don’t have a digital business, you don’t have a business.” Those are the words of Salesforce President and Chief Operating Officer Bret Taylor and they set that stage for several new product announcements at Dreamforce to You. LiveArea and our sister operating company, PFS, have been living this reality since March 2020 and we couldn’t agree more with this statement – so hearing this from Bret is exciting and validates our 2021 go-to-market plan and continued investments in our Salesforce partnership and the Customer 360 vision. We believe, as does Salesforce, that this is a digital imperative.
This exciting reimagination of the company’s platform architecture was announced at the event. Hyperforce is built to securely and reliably deliver Salesforce Customer 360, including Sales Cloud, Service Cloud, Marketing Cloud, Commerce Cloud, Industries and more, on major public clouds.
Hyperforce is a re-architecture of Salesforce designed to deliver an even more powerful and scalable platform to support the growth and success of Salesforce’s global customer base. Hyperforce will empower Salesforce customers to securely deploy Salesforce apps and services from anywhere, while using the scale and agility of the public cloud.
Changing the Speed of Work
The company introduced Einstein Automate, an end-to-end workflow automation solution. The solutions delivers automation capabilities for every business function and industry that enable anyone in a company to build intelligent workflows and integrate data across any system with clicks, not code.
The new Flow Orchestrator, a low-code workflow development tool, enables users to compose workflows that save time by automating complex, multi-user processes and approvals. MuleSoft Composer for Salesforce is a new no-code solution to connect disparate apps and data to Salesforce and develop a 360 degree view of the customer.
Service Cloud Workforce Engagement
The new Service Cloud Workforce Engagement is a dynamic workforce planning product to help contact centers predict demand for customer service and support, staff agents appropriately, and remotely coach agents in real-time to deliver superior service experiences. The solution helps companies deliver exceptional service by predicting customer service demand and staffing the right agents, with the right skills, at the right time.
Taylor said there isn’t a more relevant tool today than Slack, an enterprise communication platform that Salesforce announced it will acquire. Combining Slack with Salesforce Customer 360 will be transformative. The combination will create the “operating system” for the new way to work, enabling companies to grow and succeed in the all-digital world. Slack will be deeply integrated into every Salesforce Cloud. As the new interface for Salesforce Customer 360, it will transform how people communicate, collaborate and take action on customer information across Salesforce and create more connected customer experiences.
“Everything going digital overnight – and we can’t think of a more relevant way to make Salesforce products more relevant to customers,” said Taylor.
We’re very excited about this acquisition and what it will mean to LiveArea customers on the Salesforce platform.
Speaking of the Salesforce Platform
On the heels of this year’s Cyber Week, a shout out to Salesforce on performance – we know because many LiveArea clients are on the platform. Consider this:
- Einstein: The role of artificial intelligence continues to increase, as personalized product recommendation views grew 69% over Cyber Week.
- Commerce Cloud: Global digital sales powered by Commerce Cloud grew 41% year-over-year on Thanksgiving, 42% on Black Friday and 31% on Cyber Monday.
- Marketing Cloud: Global marketing communications surged over Cyber Week with push notifications growing 131%, SMS growing 171% and email growing 9% year-over-year to 26.6 Billion total emails sent, as marketers engaged early and consistently throughout Cyber Week.
- Service Cloud: With holiday shopping going virtual, agents interacted with 128% more cases on Black Friday compared to 2019.
As I said earlier, we’re a proud Salesforce partner. There’s nothing more exciting than to see our collaboration succeed through the clients we serve together – applying shared values, with same spirit, and shared aspirations make business the greatest platform for change.
Our seasoned team of creative, user experience, technical and marketing trailblazers has experienced an unprecedented year of digital growth across all our clients – many powered by a variety of solutions across the Customer 360 platform, including Commerce (B2C, B2B, OMS), Service, Marketing, Mulesoft, and Einstein. Vari, for instance, transformed its business this year on Salesforce Commerce Cloud. Many top brands attended our Ask the Experts session on Salesforce Marketing Cloud. Downloads of our Commerce Technology Evaluation ebook have been high.
Based upon the investments that Salesforce is making to extend their solutions, we anticipate even closer collaboration in 2021 with our Salesforce partner, sales, product development, and customer success teams. We will have our work cut out for us to continue to grow our expertise across the expanding solutions that Customer 360 is evolving into. We look forward to the challenge and another successful year with our Salesforce partnership.
Peter Giersch is Senior Vice President of Alliances.