Executive Summary

The Coresight Research team attended Salesforce’s Dreamforce 2019 in San Francisco from November 19 to 22. These are our key insights from day three—and the event overall.

• The major product announcement was Customer 360 Truth, which leverages the MuleSoft platform to pull data from diverse sources to offer a single source of truth.
• Einstein AI has been implemented across the Salesforce platform, and now functions such as “complete the set” can be added to a commerce platform via a drag-and-drop interface.
• Voice recognition has also been implemented across the platform and is enabling new applications such as real-time call transcript creation and tools for sales team coaching. Service Cloud Voice now integrates with Amazon Connect to provide enhanced customer service.
• Education was a major focus at Dreamforce: Salesforce worked with Apple to perfect Trailhead educational apps for iOS, and Trailhead also offers courses covering AWS. Veterans and career-changers can take Trailhead courses and earn badges to build and enhance their careers.
• Other key topics included the essential need for diversity, Salesforce’s elevation of the ethical use of its platform to the C-suite, and Sales Cloud’s accessibly to visually impaired workers. In Southwest Airlines’ customer-service contact centers, roughly one in 10 employees use accessibility tools.
• The highlight of day three was a fireside chat between Salesforce Co-CEO Marc Benioff and President Obama, who discussed his current activities including his foundation. President Obama advised the audience to “be kind, be useful.”