Gain a Competitive Edge in Financial Services with AI & Data
Learn how you can unify client data and securely use it to personalize communications, identify selling opportunities based on spending trends and improve your customer service.
Important: This session is first come, first seated. You do not have a reserved seat.
, Customer Digital Transformation Officer, Salesforce
Role: Data Analyst, IT
Industry: Financial Services
Product: Agentforce Financial Services, Data 360
Topic: Data
Session Level: Intermediate
Session Type: Theater
Wednesday, Sep 189:30 AM - 9:50 AM PDT
(4:30 PM - 4:50 PM GMT)
Moscone West, L2, Data Cloud Theater
Session Summary by Einstein: The session focused on the digital transformation journey of Absa bank, showcasing its significant investment in the Salesforce ecosystem, including Sales Cloud, Service Cloud, Marketing Cloud, and Financial Services Cloud. A key aspect of the transformation was addressing the challenge of creating a unified customer profile across various systems, leveraging Data Cloud and AI models to enhance customer engagement and experience. The integration with Data Cloud facilitated real-time actions based on customer data, leading to increased revenue and improved service. With over 60 AI use cases in production, the bank has seen tangible benefits, such as a substantial increase in revenue through the use of Databricks for credit propensity modeling, highlighting the power of combining AI and Salesforce's robust data management capabilities.
Key Takeaways by Einstein:
• The bank successfully implemented over 60 AI use cases, resulting in improved customer service and significant revenue growth.
• Real-time data integration and actionability through Data Cloud and Marketing Cloud have drastically reduced lead times from three days to immediate action.
• The session emphasized the importance of compliance and trust, detailing how the bank navigated regulatory challenges with Salesforce's trust layer and audit trails.
With sessions and hands-on activities led by product experts, visionaries, and fellow Trailblazers, Dreamforce offers a deep dive into the latest in CRM + AI + Data + Trust.
Merlinda Lu
Salesforce Developer, IBM
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