If you’re just arriving home from Dreamforce, feel free to join us today for NO SHOES FRIDAY. Our pink converse averaged 15,000 steps every day this week and those beautiful socks are ready to be shown off!
It feels like an impossible task to try to condense a week of amazing advancements in technology and community service into one blog, but for the sake of Active Incidents, here I go…
Demo Jamming is a Sport
Complete with a trophy! We’ve competed in our fair share of demo jams, but this year we took the win for the customer service demo. It’s pretty amazing how complicated an application can seem until you only have three minutes to run through the most impactful part of it.
We stepped up to the main stage, competing against six other applications, but sadly we lost to the sweet beats of the Conversica team. Originality paired with technical demos deserves a giant trophy!
2017 = AI
The words on everyone’s lips this week… Artificial Intelligence. And, Einstein is the guy that’s making it happen. Well, actually you can make it happen with this year’s release of myEinstein.
Now, admins and developers can use myEinstein to build AI-powered apps with clicks instead of code. The goal is to help organizations use technology to easily build custom features that will help them predict business outcomes.
For example, developers can use myEinstein to classify the tone of language in customer inquiries as positive, negative, or neutral. Then this technology can compile a history of this data and offer churn predictions and risk factors. This way, the customer service team can focus on what it’s meant to do: serve the customer and prevent churn instead of crunching data.
While myEinstein was at the center of the technology discussion, hundreds of applications within the Salesforce community are offering “smart” business tools to help take some of the dirty work off of employees’ plates. Plus, the upgrades to Salesforce Lightning compatibility have made it easier for partners to develop slick, user friendly interfaces that should set the standard for the next generation of business tools.
One Platform for All
It sounds so simple, moving all your applications and software to one place. Making your life easier and, in the long run, saving you money. But, one of the conversations I had the most this week during my time on the expo floor was that teams across industries are striving for one place/platform/solution to engage, track, and scale.
Nicole Raimundo, CIO from the Town of Cary, said it best in her session, “I walked into 100 disparate systems and quickly saw it was not a sustainable model. We had no visibility into the data.”
Salesforce and all of it’s partners are that first step in the right direction. For all of the excitement around keynote speakers, app demo competitions, and breakout sessions, there’s a common theme that keeps making Dreamforce stronger and stronger every year: The Salesforce community is making it very easy to find effective business tools all in one place.
The AppExchange store is a one-stop-shop. The Lightning design has created a common look and feel for the average user, and more and more Salesforce partners are taking advantage of that ability to create a familiar experience for Salesforce users. This way, organizations can consolidate more and more of their platforms, applications, and business tools. Everything is integrated. Everything works together. Organizational efficiency skyrockets.
The Change Management Award Goes to…
Charitable vendors at Dreamforce! Sure you can gather all the crazy swag you want in the customer success expo (we’re partial to some sweet socks), but this year reigning down from many of the top vendors in the space was the support of various charities.
- Samanage supported Make-a-Wish of Eastern NC
- MapAnything supported UCSF Benioff Children’s Hospitals
- SpringCM supported UCSF Benioff Children’s Hospitals
Thanks for following along throughout the week. All the talk of innovation and technology has us excited for the coming months. Stay tuned!
About Danielle Livy
Danielle is the Senior Director, Marketing, ITSM at SolarWinds. She has wide-ranging experience in content production, social media marketing, public relations, and brand messaging. Her happy place is sitting by the lake with a cold beverage in hand, with the occasional water ski session.
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