How AI in CRM is changing the way businesses communicate with customers
Highlights from our Watch Party
Customer Relationship Management (CRM) platforms have always been the cornerstone of a successful business-customer relationship. However, the integration of Artificial Intelligence (AI) into CRM systems is reshaping this landscape in a monumental way. Not only does AI-powered CRM offer businesses unprecedented levels of personalization and efficiency, but it also places a high priority on data security.
These were some of the focal points at two significant events in both the global and local tech industries: Dreamforce in San Francisco, the largest AI conference in the world to date with over 40, 000 attendees, as well as a multi-city AI in CRM community event led by Next Consult in Bulgaria and Romania.
Next Consult is a leading digital transformation partner for companies in the region, having successfully executed over 1500 projects.
Real-time Analytics and Forecasting
At the community event on 3rd of October in Sofia's Bar Local, Orlin Dochev, the founder and CEO of Next Consult, elaborated on the Salesforce-GPT integration.
"Thanks to Salesforce's integration with GPT, we can now analyze customer information and interactions in real time, forecasting sales for the next month," said Dochev. This level of instantaneous analytics and forecasting was unimaginable even a few months ago but is now a reality.
Tibor Horvath, Marketing Cloud Account Executive CEE at Salesforce, was a distinguished guest at the event in Sofia, offering profound insights into the future of AI within Salesforce Marketing Cloud.
The event was also held the next day at PointHub in Bucharest, Romania - a casual, cultural space with a relaxing garden, where series of exciting #Dreamforce 2023 keynotes were watched.
The venue set the stage for discussions about Company Data Strategy, the rapidly advancing impact of AI, and the latest Sales & Marketing Cloud innovations, as well as open discussion with Liviu Carcia, CEO of Next Consult Romania, and Alex Ursu, Regional Account Manager at Salesforce.
Einstein 1 Platform: A New Frontier
Unveiled at Dreamforce, the Einstein 1 Platform is one of the latest AI-driven initiatives by Salesforce. It allows businesses not only to leverage data effectively but also to build low-code AI applications that significantly improve the CRM experience and the decision making based on customer data.
An added layer of sophistication comes in the form of Einstein Copilot, which not only suggests new marketing campaigns but also auto-generates the necessary content. This makes marketing operations not only more efficient but also significantly more engaging.
The Importance of Data Security
Data security has also not been left behind in this AI-driven revolution. Salesforce has incorporated a layer of data masking, ensuring unauthorized access to a firm's confidential data and competitive advantages is prevented. This shows a clear understanding that in the age of data-driven decision-making, safeguarding that data is as crucial as utilizing it effectively.
Future of AI in CRM
During Dreamforce, Sam Altman, co-founder and CEO of OpenAI, shed light on the future of AI technologies like the GPT series. Altman said, "One, on this current hill we’re climbing, with the technology of the GPT series, we’re going to keep making it better, more reliable, more robust, more multi-modal, and better at reasoning."
He emphasized the current phase of enterprise adoption, which focuses on making these AI systems secure, highly trusted, and capable of handling data appropriately.
Conclusion
AI integration in CRM is more than just a technological update; it's a paradigm shift. It is redefining how businesses interact with their customers, offering unprecedented levels of personalization and efficiency.
By implementing AI-powered tools in marketing, sales and customer service, companies can anticipate a transformative impact on their customer relationship management strategies. As AI continues to evolve, so too will the opportunities for businesses to engage, innovate, and grow.
As Orlin Dochev stated: “Businesses need to learn to use AI in order to stay competitive.”
