AGG RECAP: Salesforce World Tour NYC

Jenna Trott

5 min read | June 24, 2022

Key Speakers

Where innovation meets collaboration, Javits Center, NY hosts Salesforce World Tour.

Opening Statements

The event commenced with opening statements from Salesforce Co-CEOs, Marc Benioff and Bret Taylor as they stood before a crowd of 10,000 people and millions of viewers tuning in via Salesforce+. Benioff and Taylor both agreed with one another that within the last few years, businesses have had to abruptly pivot to navigate an entirely new way of working, and recent months have proved to be no exception. The economic concerns undoubtedly felt by businesses far and wide have now become an economic crisis. Inflation, shortages in the supply chain, rapid recession and other symptoms of this crisis have not only been experienced by businesses, they’vh3e been disrupted by them. In fact 76% of workers feel as though they’re unprepared for the future of work. This critical period in our economy is not one that is overlooked by Benioff or Taylor. Rather, they’re re-committing themselves to building a company that continues to drive change within communities. But how?

Success in This New Economy Begins With The Customer

In addition to inflation, shortages in the supply chain and rapid recesion, companies are also being faced with The Great Resignation. And what does this all mean? It means that customers aren’t receiving products, services are being received at an unsatisfactory rate and there’s a substantial decrease in the number of people around to help guide them through their unpleasant experience. This is what Benioff and Taylor describe as the “Customer Gap,” which is that 75% of companies think they’re fulfilling their customer’s needs, when in reality only 30% of those customers actually agree. So how do we go about correcting this? Businesses need a complete system wherein the customer is anchored at the center. There’s no product that provides this better than Customer 360, Salesforce’s complete suite of solution powered tech, allowing companies to experience interconnectedness like never before.

Transforming Your Business with Customer 360

The economic landscape is undoubtedly changing and digital solutions are more important than ever before. Invest in a solution that invests in people. Customer 360 allows users to see the world from the customer’s point of view. With intelligent insights into their history, interests and pain points, your team can not only close the customer gap but go above and beyond their expectations.

How Prudential Succeeded with Salesforce Solutions

VP of Marketing for Financial Services at Salesforce, Cory Haynes and CIO of Enterprise Digital & U.S. Businesses at Prudential Financial, Bob Bastian spoke on the successes of Prudential during a time where help came at a critical juncture. Haynes and Bastian took audience members back to March 2020, to a time where an unprecedented volume of calls were coming in at unimaginable rates. Due to their existing swivel chair systems, agents were unable to handle the number of calls and customers were often put on hold for long periods of time – which is the very last thing a client wants when trying to put end of life financial affairs in order. With the implementation of Salesforce’s Financial Services Cloud and self-service capabilities, Prudential Financial saw not only a significant increase in the number of clients they were able to service, but also an increase in client’s financial literacy and overall satisfaction as well. Now in 2022, the calls are not as dire, but there are problems that still need to be solved and Salesforce solutions allows Prudential Financial to be the most trusted advisor. With Salesforce, they’re there for the birth of a child to set up a new beneficiary, to provide your sixteen year-old with a policy for their new car, and are there to guide you through the claims process after a death. With Salesforce, Prudential will always be there for the moments that matter most. And if a 145 year company can embrace digital transformation, you can too.

Key Takeaways

As Salesforce World Tour New York City came to a close, attendees were reminded that we are no longer looking to the future because the future is already here and if you haven’t already begun your digital transformation journey, the time is NOW. Every company and every industry speaks its own language but Salesforce speaks them all. So, instead of relying on disparate islands of information, create a data oasis with Salesforce solutions. Empower your users with a single source of truth for all client information, so every interaction is hyper-personalized from lead to loyalty.

That’s a wrap on Salesforce’s World Tour ‘22 – see you at Dreamforce!

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