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  • Writer's pictureThe Extentia Salesforce Practice

Salesforce Connections: Driving Customer Success with AI

Salesforce Connections is an annual conference that brings together Salesforce customers, partners, developers, industry professionals, and the Salesforce community to delve into the latest trends, innovations, and best practices in sales, marketing, service, and technology.

Jaya Kasturi, Vice President, Delivery at Extentia, a Merkle Company, had an amazing experience attending Salesforce Connections in the windy city of Chicago! As the highly anticipated Salesforce Connections, the ultimate conference for customer engagement, unfolded, Extentia and Merkle eagerly joined in to indulge in networking opportunities with the Ohana and expert-led sessions, specifically tailored to propel marketing advancements, revolutionize commerce strategies, and elevate customer experiences! The event highlighted the features, success stories, and strategies for fostering business growth and improving customer engagement.

Key Announcements at Salesforce Connections:

Exciting news was unveiled regarding how Salesforce empowers us with AI, allowing us to save time and concentrate on fostering creativity and innovation in our day-to-day operations and interactions with customers.

  • Marketing GPT: An exciting addition to Salesforce's AI capabilities. It provides marketers with an AI-connected user interface, enabling personalized, relevant, and engaging experiences at every touchpoint. This empowers productivity and fosters creativity and innovation in customer interactions.

  • Commerce GPT: A significant development that allows us to deliver customized commerce experiences throughout the buyer's journey. Leveraging auto-generated insights and recommendations from real-time data, Commerce GPT enables tailored experiences that drive engagement and conversion.

  • Google Cloud x Data Cloud Integration: A game-changer for us, simplifying data access across platforms. This integration reduces time, cost, and complexity, empowering us to make efficient, data-driven decisions that lead to better business outcomes and customer experiences.

  • Customer Data Privacy and Compliance: The importance of customer data privacy and compliance, especially under regulations like GDPR and CCPA, was emphasized. Salesforce showcased its dedication to data security and privacy, including new features and regulatory requirements for safeguarding customer data.

These announcements have inspired Extentia to embrace AI-driven marketing, enhance commerce experiences, streamline data access, and prioritize customer data privacy. We're excited to explore these tools to improve our operations and continue to deliver exceptional customer experiences.

Keynote Highlights

Sessions at Salesforce Connections 2023 featured influential leaders and experts sharing valuable insights on customer-centric innovation.

Salesforce President, Sarah Franklin, discussed customer success, technology's impact on connections, and AI-driven commerce:

  • How AI enhances engagement and delivers personalized experiences at scale

  • The power of the Salesforce Platform, emphasizing updates to Einstein and Lightning that transform customer engagement

  • Salesforce’s sustainability efforts and positive societal impact

Salesforce Connections 2023 showcased Salesforce's power as a comprehensive platform for commerce, CRM, and marketing automation. We gained valuable insights, takeaways, and interacted with a network of professionals passionate about exceptional customer experiences. This event left us inspired and eager to explore the limitless possibilities of AI in revolutionizing customer experiences. The future is undoubtedly exciting!

Extentia has over a decade of experience across various clouds, including Sales, Service, Marketing, and Experience Cloud, with a strong focus on Health Cloud, Salesforce Industries Health, and Financial Services Cloud implementations. As Salesforce certified PDO Experts, Extentia has proven expertise in Salesforce's security review processes and works with ISVs across the globe to define, wireframe, develop, package, and list products on the Salesforce AppExchange.

Extentia's team strives to deliver value to customers consistently with experience-centric transformation, design-led solutions, and Customer 360 implementations, with a particularly impressive track record in building Salesforce solutions with Lightning Web Components (LWC), Tableau CRM, Heroku, and third-party integrations.

To learn more about Extentia's Salesforce Practice, write to us at

 Read other Extentia Blog posts here!

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