360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Jul 26, 2019 By Allison Witherspoon

What Is Predictive Analytics?

What if you could predict the future? For example, if you were able to predict the best offer to convince customers to open a marketing email and hand over their credit card details? Or which of your customers is most likely to take their business elsewhere? You can — with predictive... Read More

Artificial Intelligence, Analytics, CEO, Einstein, Machine Learning, Leadership Insights

Apr 25, 2019 By Natalie Petouhoff

What Is a Chatbot and How Is It Changing Customer Experience?

What is a chatbot? That’s an important question because whether we realize it or not, the technology is steadily becoming a bigger part of our daily lives — so much so, in fact — that Gartner predicts that by 2020, the average person will have more conversations with chatbots than with their... Read More

Artificial Intelligence, Customer Service, Service, Service Cloud, Machine Learning

Apr 22, 2019 By Michael Jones

What Is Service on the Edge?

The introduction of cutting-edge Fourth Industrial Revolution technologies has changed the way people receive, interact with, and interpret information. Because of this, companies must also adapt to meet and deliver on evolving customer expectations and needs — this is called service on the edge. ... Read More

Artificial Intelligence, Customer Service, Einstein, IoT, Machine Learning

Apr 19, 2019 By Kim Honjo

32 AI Quotes From the Experts

It seems that the topic of artificial intelligence (AI) is on everyone’s lips these days. And with good reason: according to the Future of Workforce Development report, 62% of hiring managers expect AI to substantially change the nature of work. But this change — depending on who you’re talking to... Read More

Artificial Intelligence, Machine Learning, IT

Jan 03, 2019 By Ketan Karkhanis

Think Beyond Visualizations in 2019: 6 New Year's Resolutions for Your Data

“Data-driven” is a phrase that's thrown around a lot — from buzzwords like data-driven marketing, data-driven outreach, data-driven approach; the list goes on. But it doesn't mean that anyone needs more data — what we really need is insights we can act on. The singular purpose of analytics is to... Read More

Analytics, Analytics Cloud, Artificial Intelligence, Data Management, Machine Learning, Thought Leadership

Jul 13, 2018 By Alex Murray and Sewon Min

How One Intern Helped Automate Answers with AI

Odds are, at some point, you've communicated with a chatbot or other digital customer service rep. These neural models for question answering (QA) have improved significantly in the past few years, but there's still a ways to go. Enter Futureforce intern Sewon Min, a student at Seoul National... Read More

Research, Careers, Innovation, Machine Learning, IT, Artificial Intelligence

Nov 02, 2017 By Heike Young

Personalized Product Recommendations Drive Just 7% of Visits but 26% of Revenue

Personalized experiences, powered by Artificial Intelligence, are the present and future of shopping – and far from a pipe dream. AI is already helping retailers anticipate their shoppers’ next moves, and intelligent experiences are quickly separating the innovators from the innovation-laggards. This new report, which analyzes data from 150 million shoppers, shows the major impact that personalization is having on revenue and customer engagement.... Read More

Commerce, Retail Insights, Predictive Sort, Machine Learning

Jul 28, 2017 By Asaf Yigal

How AI is Revolutionizing IT Operations

No, robots are not taking over the world. However, it's not far fetched to say that they are taking over IT departments across the globe. The Internet is flooded with stories about AI driving our cars and taking our jobs. Yet all of these potential uses, while incredibly fascinating, fail to... Read More

IT, Machine Learning, Artificial Intelligence