In today’s dynamic and highly competitive business landscape, the creation of exceptional customer experiences has emerged as a pivotal driver of success. Companies no longer view customer interactions as mere transactions; instead, they recognize them as opportunities to establish lasting relationships and build brand loyalty. To remain relevant and thrive in this customer-centric era, organizations must chart a strategic path forward that prioritizes innovation, personalization, and seamless integration across all touchpoints. In this age of heightened customer expectations and digital transformation, the way forward for creating great customer experiences demands a holistic approach that harnesses cutting-edge technologies, deep customer insights, and a commitment to delivering value at every turn.
In this chapter, we will discuss the emerging trends in the world of customer experience management. We will start with the most hyped word in the tech industry: generative AI. We will understand what Generative AI or Gen AI as it is commonly called, how they can bring a revolution to the world of tech, and what risks we should be worried about. Then we will understand Einstein GPT and Einstein Studio, which are AI offerings from Salesforce. We will delve into a few AI use cases in Data Cloud and thereafter know what to expect from Data Cloud in future releases.
Note: Salesforce Data Cloud is now known as Salesforce Customer Data Cloud or Salesforce Data Cloud.
In this chapter, we will cover the following topics:
- Emerging trend: Generative AI
- Einstein GPT and Einstein Studio
- AI use cases in Data Cloud
- Data Cloud: What to expect in the future releases