AGG RECAP: Salesforce World Tour NYC

Jenna Trott

5 min read | June 24, 2022

Customer Success Story | Mesirow Financial
An effervescent city, New York is easily recognizable by the ceaselessly bustling streets dotted with push carts perfuming the air with the scent of freshly roasted nuts and hotdogs. Home to many hallmark fixtures of American society: the Statue of Liberty, the Empire State Building, Central Park, Times Square and many more, the Big Apple is now home to the final leg of the Salesforce World Tour. The Salesforce World Tour is an annual series hosted by Salesforce that serves as some of the company’s largest marketing and sales events of the year. The event kicked off on March 30th in Paris, France before moving on to Sydney, Australia, Washington, D.C., and London, United Kingdom. Yesterday, New York City welcomed Salesforce to the Javits Convention Center to connect with Salesforce experts and get inspired with an amazing community of thought leaders and innovators. This event was made available to participants in person as well as virtually via Salesforce+. Weren’t able to attend? Access Global Group’s got you covered.

Key Speakers

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Marc Benioff

Chair & Co-CEO of Salesforce

Bret Taylor

Co-CEO of Salesforce

LaShonda Anderson-Williams

EVP & Chief Revenue Officer,
HLS at Salesforce

Amy G. Brady

CIO KeyBank

Bob Bastian

CIO, Enterprise Digital & U.S. Businesses Prudential Financial

Molly Q. Ford

VP, Employer Brand & Recruitment Marketing Salesforce

Greg Beltzer

Head of Technology RBC Wealth Management

Cory Haynes

VP, Marketing, Financial Services Salesforce

Leo Bodden

VP & Chief Digital and Technology Officer NewYork-Presbyterian Hospital

Jay Glogovsky

VP, Revenue Operations & Analytics The New York Times

Jennifer Lee

Admin Evangelist Salesforce

Kelly Thacker

SVP of Commerce Cloud and CMO of Retail & CPG Salesforce
Thanks to the release of Salesforce+ last year, it’s now easier than ever to tune into Salesforce’s epic events from wherever you reside. However, if you’re lucky enough to have attended one of their gatherings in person, then you know how truly special they are. Access Global Group made its way to the Big Apple on June 23rd for the final leg of Salesforce’s World Tour at Hell’s Kitchen’s staggering Javits Convention Center. While the convenience of virtual events is unparalleled, there’s nothing quite like the buzz of inspiration from being surrounded by brilliant innovators, and that energy is palpable as soon as you walk through Javits’ glass doors.

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?

Co-CEOs Marc Benioff and Bret Taylor discuss the economic and workforce crisis.

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.

Only 30% of customers actually agree that their company is customer centric.

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.

Success starts with the customer. Customer 360 can take you there.
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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