US enterprises are gravitating to Salesforce-based AI and deep analytics solutions to build omnichannel customer and employee experiences, according to a new report published by research and advisory firm Information Services Group (ISG).
The 2022 ISG Provider Lens Salesforce Ecosystem Partners report identified that Salesforce’s Tableau analytics and Einstein AI platforms are allowing organizations to handle increasing interactions across a variety of channels.
“Salesforce, and solutions like it, have been a lifeline for US enterprises forced to change the way they reach customers during the COVID-19 pandemic,” said Bill Huber, ISG partner, Digital Platforms and Solutions. “Enabling omnichannel experiences with AI and analytics is just one of the new ways these solutions have come into play.”
The report includes tips on implementing Salesforce Marketing Cloud solutions for enterprises that are returning to work after the pandemic while still optimizing digital-first employee and customer experiences. Enterprises are focused on staying flexible, adopting automation to handle growing transaction volumes and using analytics and AI to deliver more personalized experiences.
“By implementing data analytics and AI tools, companies can create a human touch to deliver new levels of customer experience,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research. “Direct, one-on-one communication, at scale and across multiple channels, can increase engagement and revenue.”
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