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Connect Siloed Financial Data for Personalized Engagement
Discover how financial service providers unify data and use AI insights to anticipate customer needs. Hear how one customer plans to use AI to deliver personalized journeys.
Important: This session is first come, first seated. You do not have a reserved seat.

, Distinguished Strategic SE, Salesforce

, Head of Customer & Business Operations, AXA Italy

, Sr Product Marketing Manager, Financial Services Cloud, Salesforce

, Head of Customer Operations Evolution & Innovation, AXA Italia

Role: Administrator, Architect
Industry: Financial Services
Product: Agentforce Financial Services, Data 360
Topic: Data
Session Level: Intermediate
Session Type: Theater
  • Wednesday, Sep 1810:15 AM - 10:35 AM PDT
    (5:15 PM - 5:35 PM GMT)
    InterContinental, L5, InterContinental Ballroom A
Session Summary by Einstein: The Salesforce conference session focused on tackling the prevalent challenge of siloed financial data within the insurance industry, emphasizing the critical need for data unification to drive personalized customer engagement. Research statistics highlighted that most enterprises have over a thousand applications, a majority of which remain disconnected, leading to inefficiencies in utilizing policy, billing, and customer interaction data. The session showcased AXA Italia's journey with Salesforce, detailing their transformation through CRM, omnichannel capabilities, and the integration of AI to drive customer-centered service processes and operational productivity. The upcoming release of pre-built mapping for insurance policies and claims data within Data Cloud for financial services was announced, aiming to expedite the integration process and leverage AI to improve productivity in service and sales tasks.
Key Takeaways by Einstein:

• Enterprises in the insurance sector are facing an explosion of data silos, with over a thousand applications typically unlinked, creating a barrier to a unified view of customer and operational data.

• AXA Italia shared their decade-long transformation with Salesforce, highlighting the central role of CRM and the integration of channels and data to achieve a holistic 360 customer view and operational efficiency.

• The introduction of pre-built mapping for insurance policies and claims data in Data Cloud is set to simplify data integration, while pre-built AI use cases will enhance productivity by embedding AI into service and sales workflows.

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