Salesforce Genie is the real-time platform for customer magic. By harmonising data that’s updated every millisecond, it enables your teams to meet your customers right where they are, like never before.
Have you ever called a support line and spent unnecessary time talking the agent through your purchase history to get the right level of support? Or when an ecommerce site states the shirts that you have been eyeing for are finally in stock, but they’re still out of stock when you get to the store? These are familiar scenarios for most of us. We expect every experience to be connected and updated in real time. When they aren’t, we’re disappointed.
Now take a moment to think about the wealth of customer data available to businesses these days: by global volume, it doubles every 12 hours. Salesforce Genie makes it easy for every business to make sense of all their data from any system, channel, or data stream. It integrates data from every step in the customer experience into a unified customer profile record. And that real-time customer profile can be used to instantly create an unprecedented level of personalisation, which feels like magic.
Learn more about Salesforce Genie from these sections:
What is the business impact of Genie?
Is this a customer data platform (CDP)?
What’s new and innovative here?
How does Salesforce Genie work?
How does Salesforce Genie implement data ethics and keep data secure?
Here are a few scenarios that show how Salesforce Genie makes the customer experience so much better:
Across any industry, companies can leverage a unified profile and real-time data to deliver more personalised experiences. As you can see in all these experiences, milliseconds make all the difference. The cost of not being able to keep up could be poor reviews on social media, a loss in healthcare efficiency, and more.
Customer data platforms, which have historically been more of a marketing tool, unite siloed data into a shared view. Salesforce Genie takes this one step further by funnelling a nearly infinite amount of dynamic data into Customer 360 in real time. This means your customer data is continuously updating with new data from any of their touchpoints, faster than ever.
Everything in this unified customer profile record is visible and actionable across Salesforce’s entire suite of products, including all industry solutions. You can also build custom apps that take advantage of Salesforce Genie, allowing you to meet customer expectations for apps that reflect their behaviour in real time.
Salesforce Genie supports marketing, sales, service, commerce, Tableau data analytics, Mulesoft integration platform, and more.
Its real-time data, massive scale, and unified profile also enable:
Two major things differentiate Salesforce Genie:
The first is that it is real-time, which means it collects and unifies data in milliseconds and allows brands to act instantly. The action could be a product offer for something a customer is looking at right now, versus something they already bought last week. Or a service interaction for a problem a customer is having at this very moment. This enables a new level of customer interaction that is very different from what has been possible for brands until now.
The second is that it enables all your teams — across sales, service, marketing, commerce, and more — to adapt the experiences they provide in real time to whatever is happening in your customer’s world.
Other customer data platforms on the market focus only on marketing and/or commerce. That represents a fraction of the interactions customers have with your brand. It’s impossible to give your customers the magical experiences they are looking for when you’re basing your engagements on a fraction of what your company knows about them.
Customers feel the impact of this every day. It’s the reason, for example, why a service representative you call for help is not aware of the product you bought yesterday, or you get marketing emails for baby clothes you bought for your sister’s baby.
Real-time, connected data is the game changer in all these scenarios. Salesforce Genie is the first product to provide that.
Key to that process is the way Salesforce Genie resolves identities, so a customer’s complete history of interactions with your brand — both known and anonymous — is consolidated into one profile.
Salesforce Genie stores all this data using a lakehouse architecture. This makes it easier to categorise and classify the array of unstructured data that businesses rely on — such as medical records — which have historically been messier to deal with. The result is that Salesforce Genie can access all this data quicker and put it to work for you.
What’s the point of having a big pool of data? It’s all about your customer. With privacy and compliance built in, Salesforce Genie can resolve all that data so that you’re no longer looking at each customer through a narrow lens — a customer opens a mobile app, a customer opens an app on their smart TV. Now, you’re able to treat each customer not as a transaction or a number, but as a person.
It means that, for example, when you call customer support, they know what you were just doing with your product. They don’t have to ask you. They can answer your question proactively.
Our vision for Salesforce Genie is to lead the industry on privacy and data ethics via best-in-class consent management, policy automation, and more. In collaboration with our Office of Ethical and Humane Use of Technology, Salesforce Genie is designed with privacy and data ethics best practices from the ground up. Most importantly, the Salesforce Platform adds a layer of data policy management to Salesforce Genie to make it possible for customers to keep their data safe and meet regulatory compliance requirements globally.
Learn more about Salesforce Genie and how it can bring the power of real-time data to the entire Customer 360.
Learn more about the technology and real-time capabilities of Salesforce Genie.