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Salesforce’s Dreamforce 2019: Top 10 Insights from Day 3 and Wrap-Up

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Coresight Research

Key Points

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.”
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