Technical Leader at Customer Relationship Management Company sales force passed shared their top IT predictions, Based on market analysis and customers’ perspective. Salesforce executives provided an overview of the main technologies, economic challenges and trends impacting businesses in 2023.
Here are five of Salesforce’s IT Investment Predictions, given the ongoing economic pressures:
- digital transformation Organizations that lean too heavily on cost efficiency run the risk of being left behind in the next economic upturn. With a looming recession, the pressure to make cuts will be compelling, but the key will be to evaluate how many digital transformation cuts an organization can make without creating a major risk.
- automation – The pressure to cut costs will also lead to greater investment in automation, designed to create ways of working that can save time and labor while continuing to drive efficient growth.
- business intimacy Business intimacy is the process of identifying and understanding the broader needs of an organization, including priorities, pain points, investments and, most importantly, the technologies with which employees are working, said Juan Perez, Salesforce’s chief information officer (CIO). , Said. This process will be critical in 2023, not only for driving better strategies across all departments in the organization, but also for CIOs to bring a new set of skills and operating processes to the executive table during a fundamentally different business environment.
- “Digital Darwinism” to stay competitive Markets and technology will continue to evolve, and so will customer decisions and behavior, even when organizations decide to stop and cut costs. Competitiveness therefore becomes a matter of digital Darwinism, whereby in order to survive in this market, organizations must adapt to the speed at which technology and society are developing and be smarter than their competitors.
- Music – Given limited resources, organizations will need ways to make the most of what they have. A cohesive digital strategy or reusable business capabilities will meet the need to drive efficiency and agility at scale.
Here are Salesforce’s predictions for what will drive sales and service, As sales reps find themselves forced to adapt to changing economic conditions.
- retraining Leaders will leverage enablement programs to retrain and elevate the morale of sales reps working in difficult sales environments, while streamlining sales processes with AI and automation.
- sales enablement program Organizations will seek to link sales training to broader business outcomes. “as enablers [of sales]We need to hold ourselves accountable for moving the needle on pipe production, revenue and participation. “The better prepared sales teams are, the better they can serve as trusted advisors to customers,” said Jody Kohner, executive vice president of global sales enablement at Salesforce.
- automation – With rising customer expectations, shrinking team sizes and worsening economic conditions, automation will become a ‘must have’ rather than a ‘nice to have’ to improve customer experience and reduce costs.
- Customer Relations Maintaining successful customer relationships will require constant communication, and often from a variety of channels. “The message for heads of customer experience is to learn to actively listen to customers, and create processes that naturally drive the customer toward a specific channel — one that they feel is their choice. Get it right and You earn customers right for life,” said Michael Maoz, senior vice president of innovation strategy at Salesforce.
- Customer Data Platform (CDP) Customers want personalized, real-time, and automated service and interactions, and CDPs can provide that.
Salesforce executives also shared Top Four Disruptive Technologies,
- generative ai (the use of machine learning algorithms to enable computers to use existing content such as text and code to create new content) will empower the large-scale customization of experiences.
- employees will experience workplace culture in the cloud As organizations move to invest more in online collaboration tools.
- Data will become more accessible and understandable to all, as organizations strive to create a data literate workforce,
- Virtual Reality (VR) Office Will not be implemented soon. The technology is still raw, avatars are falling apart and it will be a while before organizations will consider using VR to interact with their workforce.
Salesforce also predicts that more organizations will focus on climate commitments, accessing customer data with trust and transparency and embedding technical ethics and privacy frameworks in their operations.