How IT Leaders can Redefine Customer-Centric Businesses with AI
Making your customers happy is the secret to a successful business, no matter what you sell. But today, customers expect more than just good service. They want companies to know what they need before they even ask, 62% of them, in fact! That’s where IT and AI come in. Source: State of the Connected Customer Report 2024.
Here’s how IT leaders can use AI to create amazing customer experiences:
1. Use AI to Personalize Customer Experiences
AI isn’t just techy magic; it’s a game-changer. It helps businesses make better predictions, offer smarter recommendations, and provide personalized experiences. Tools like AI chatbots and self-service portals give customers fast, customized help without waiting. Plus, AI doesn’t just help customers, it helps employees by speeding up tasks like writing code or sorting customer questions.
Here’s how Salesforce could help take action:
Salesforce Einstein GPT: Use this tool to generate personalized emails, responses, and product recommendations tailored to individual customer needs.
Salesforce Marketing Cloud: Enable this to segment audiences based on preferences, behaviors, and demographics to deliver hyper-targeted campaigns.
AI-powered chatbots: Set up this with Einstein AI to provide real-time, personalized assistance 24/7.
💡 Pro Tip: Start small by implementing chatbots on your FAQ page. Measure success by tracking time-to-resolution and customer satisfaction scores.
2. Clean Up Your Data for Better AI Results
AI is only as good as the data it uses. To get the best results, businesses need clean, organized data from all parts of the company from sales, service, and beyond. With everything in one place, businesses can use AI to turn messy information into useful insights that drive better decisions.
Here’s how Salesforce could help take action:
Salesforce Customer Data Platform (CDP): Use this tool to integrate data from all touchpoints: sales, service, and marketing into a single customer profile.
Data Cloud: Use this to clean and harmonize siloed data while applying privacy compliance.
Data Integration Rules: Is used to automate duplicate management with Salesforce built-in to avoid conflicting customer records.
💡 Pro Tip: Schedule regular data audits. Clean data ensures AI tools work efficiently and generate actionable insights.
3. Automate to Save Time and Boost Efficiency
Automation, powered by AI, helps businesses get more done in less time. By connecting systems and reducing manual tasks, employees can focus on what matters most—like helping customers. For example, automating sales processes can speed up closing deals, while workflow tools can simplify tasks across teams.
Here’s how Salesforce could help take action:
Salesforce Flow: Is deployed to create automated workflows, such as routing high-priority leads to sales or auto-generating follow-up emails.
Slack Workflows: Is integrated to streamline team communication and eliminate repetitive tasks.
MuleSoft: Use this to connect legacy systems and automate the transfer of critical data securely.
💡 Pro Tip: Identify your top 3 time-consuming tasks and automate them first. Track time saved and reinvest that into improving customer service.
4. Build Trust with Strong Security
AI and data are powerful tools, but they come with big responsibilities. Customers expect their personal info to stay safe. IT teams play a key role here, making sure data is secure and following privacy rules. From encrypting sensitive information to monitoring systems for risks, keeping customer trust is a top priority.
Here’s how Salesforce could help take action:
Shield Platform Encryption: Use this to secure customer data in transit and at rest.
Salesforce Permission Sets: Set up this to control who accesses sensitive information.
Salesforce Event Monitoring Use this tool to monitor for real-time alerts on suspicious activity.
💡 Pro Tip: Train employees on security best practices and test your systems regularly. Trust isn’t just built; it’s maintained.
At Equals 11, we recognize that many Salesforce implementations only get companies part of the way to their vision. That’s why we provide tailored solutions like managed services, health checks, and project-based engagements with a global team of over 600 certified Salesforce engineers.
Take your customer experience to the next level with Equals 11. Contact Equals 11 today.
