Customers demand connected experiences across the lifecycle. Discover use cases and best practices to create compelling omni-channel journeys in Marketing Cloud, regardless of what industry you’re in.
Dreamforce passes are going fast. Don’t miss the most valuable event in business. Register now.
Register to join Dreamforce in San Francisco, or stream it free on Salesforce+.
Dreamforce is almost here and passes are going fast. Don’t miss your last chance to save $400 by September 26.
Sessions
Explore Dreamforce 2025 sessions.
Browse 1,600+ sessions from 2025 by role, topic, or industry and get inspired for the innovation coming to Dreamforce 2026.
5 Omni-Channel Journeys Every Company Needs
Required equipment: Salesforce Events Mobile App required. Please bring your headphones and use Live Session Audio to hear audio and view captions.
, EVP, Strategy & New Business Ventures, Pacers Sports & Entertainment
, Product Marketing Director, Salesforce
, Product Management Director, Salesforce
, Group VP, Marketing, Wiley
Role: Marketing, Developer
Product: Agentforce Marketing
Topic: Customer Relationships
Session Level: Beginner
Session Type: Breakout
Session Summary: The session focused on the five essential omnichannel journeys that every organization should incorporate into their customer engagement strategy, highlighting key touchpoints such as email, SMS, OTT, push notifications, and in-app messaging. Speakers emphasized the importance of personalized customer journeys, leveraging Salesforce tools like Data Cloud and Marketing Cloud to unify data and create tailored experiences that build trust and engagement. Real-world examples demonstrated how companies have successfully implemented these strategies, such as using event-triggered and historical-based journeys to increase customer retention and upsell opportunities, resulting in measurable ROI like $2 million in revenue from one initiative. The session also introduced Salesforce's next-gen marketing app, showcasing new features like flow integration with Journey Builder and decisioning agents to streamline orchestration and improve customer lifecycle management in real time.
Key Takeaways:
• The five critical omnichannel journeys include new customer onboarding, behavior-triggered interactions, service escalation, event-triggered outreach, and historical-based re-engagement, all aimed at enhancing customer experience and driving loyalty.
• Salesforce products like Data Cloud and Marketing Cloud enable organizations to unify data from multiple sources, personalize customer touchpoints, and execute predictive, future-focused marketing strategies effectively.
• Salesforce’s next-gen marketing app introduces enhanced features such as flow integration with Journey Builder and decisioning agents, simplifying complex workflows and enabling marketers to deliver timely, personalized experiences at scale.
Session Summary Feedback: Report a Concern
