The path to a smarter world

3. Technology is evolving faster than ever.
Cloud computing, social media, and
mobile devices are ubiquitous.
Everyone (and everything) is getting
connected: 3 billion internet users, 5
billion mobile users, and 6 billion
connected devices make up a network
of information and interaction never
before seen in history. But that’s just
the beginning.

4. You have a great sales team, you’re hitting
your quotas and automating processes. But
how do you make sure you’re keeping pace
with your customer's uniquely evolving
needs while staying ahead of the
competition?
The answer lies in technology and more
specifically, artificial intelligence. AI can
increase your sales knowledge, improve
communication, and optimize workflows.

5. AI is already
Changing Your Life
Think artificial intelligence (AI)
is still a dream of the future?
Think again. It’s here, and it’s all around us. But
not in a creepy way.
Most of us just don’t realize that many of the
tools, apps, gadgets, and services that have
made our everyday lives so much easier and
more convenient over the past decade are
actually powered by artificial intelligence

6. Quick Poll

7. Artificial Intelligence
(AI) is the concept of
h a v i n g m a c h i n e s
“think like humans”
in other words, perform tasks like
reasoning, planning, learning, and
understanding language. While no one
is expecting parity with human
intelligence today or in the near
future, AI has big implications in how
we live our lives. The brains behind
artificial intelligence is a technology
called machine learning, which is
designed to make our jobs easier and
more productive.
DEFINITION

8. Artificial intelligence (AI) is the
next major wave of innovation,
driven by:
a) Advances in computing power
b) The ability to store large volumes
of data in the cloud at minimal
cost, and…
c) Access to advanced algorithms
And it will be more disruptive and
powerful than any previous shift in
technology.

9. THE PATH TO A SMARTER
WORLD

10. Intro to Salesforce Einstein

11. Today, we have reached the intersection of the
three key ingredients needed to create true
artificial intelligence:
1. Smarter data models
2. Easy access to virtually unlimited amounts of
data, and
3. Cheap and powerful cloud computing
AI is present in our daily lives when we search
Google, ride in an Uber, or buy products on
Amazon.

12. WHAT AI MEANS
FOR BUSINESS
Artificial intelligence (AI) embedded
into commerce and customer
relationship management (CRM)
platforms creates new possibilities for
customer experience and beyond.
The business world is now entering a
golden age of AI, and both customers
and employees can expect to reap the
benefits.

13. 1) How much (and how fast) will your
industry be disrupted by AI?
2) How will AI impact business
operations and strategy in the next
5 years?
3) How will AI affect employees and
how can companies help hire and
train accordingly?
4) How will AI change the customer
experience?
4 QUESTIONS EVERY
EXECUTIVE SHOULD ASK

14. 4
KEY
CHALLENGES IN
ADOPTING AI
FOR BUSINESS:
• Data
• Expertise
• Infrastructure
• Context

15. SALESFORCE
EINSTEIN
IS THE
FUTURE
OF CRM

16. A predictive
experience for
customer
service, sales
and marketing.

18. SALESFORCE EINSTEIN
IS ARTIFICIAL
INTELLIGENCE
INTEGRATED INTO THE
SALESFORCE CRM
PLATFORM.

19. Customer-focused AI: Salesforce Einstein
• Are you selling the right product, to the right
customer, at the right time?
• Do you provide customer service through the right
channel and with the right agent?
• Are you selling in the right channel, at the right time
and with the right content?
• Do you create applications that take advantage of AI's
predictive power?
With Salesforce Einstein, we have the solution to these types of questions:

20. Salesforce Einstein, AI for everyone
Enables everyone to discover new
insights; predicts likely outcomes to
power smarter decision making;
recommends best next steps; and
automates workflows so you can focus on
building meaningful relationships with
every customer.

21. Salesforce Einstein enables every business user to:
Discover. With AI inside of Salesforce, sales reps, service agents, and marketers will discover new
insights about customers, faster and more easily.
R e c o m m e n d :
What’s the next best step
in a sales process, a
customer service case, or
a marketing nurture
journey? AI offers it up so
you can focus on
the relationship.
Predict. Knowing the likely outcome of a series of interactions gives you an AI-powered competitive
advantage.
Automate: When
certain processes are
repeated over and over
with the same solution,
often that task can be
automated. AI learns from
p a s t a c t i o n s a n d
automates those tasks.

22. of employees expect artificial intelligence that automates or
assists in work-related activities to have a major or moderate
impact on their daily work lives (Salesforce Research)

23. SMARTER
SALES

24. If you are a salesperson, Einstein automatically
captures your emails and activities, scores and
prioritizes your leads. It also gives you
information about opportunities and accounts.
Representatives can use all this intelligence to
identify their next deal and spend more time
selling.

25. If you are a sales manager,
Einstein predicts your forecast and
tells you if your team is on track to
meet the quota for the month or
quarter.

26. Salespeople will benefit from AI in three
ways:
1. Data is automatically captured, enabling reps to
discover best next steps and closest connections
2. Predictive sales helps reps prioritize leads and
respond faster to high-value opportunities
3. Digital assistants will help maintain the
relationship once it’s established by scheduling
calls and issuing reminders

27. SMARTER
SERVICE

28. If you are a service representative,
Einstein helps you offer proactive
service by identifying cases early and
recommending solutions before the
customer knows they have a problem.

29. With AI, service can actually anticipate a customer’s
needs, rather than simply reacting to them.
The conversation between customer and business is
an interaction joined by the data the customer is
generating on every digital channel (from
smartphone to connected devices to social media),
and the solutions the company finds based on that
data. This solution may come before a problem even
arises and the customer doesn’t have to make a call
because the problem has been solved already.

30. Smarter service also allows a company to
identify customer churn risks and thereby
prevent customer attrition. Predictive
intelligence can identify customers who are at
risk for churn, so that reps can renew or upsell
with personalized offers.
Feeling neglected or ignored by a company, or
forced to wade through inefficient systems, is a
sure way to alienate customers. Companies that
fail to apply AI to CRM will seem hopelessly
mired in the past.

31. SMARTER
MARKETING

32. Today’s marketers have a wealth of data
and insight at their disposal — but that
doesn’t always translate into intelligent
customer and prospect interactions.

33. Create predictive
marketing journeys
Deliver the right
content, to the right
audience, through
the right channel, at
the right time with
AI!

34. • Leverage smart scoring to predict each customer’s
likelihood to convert
• Use predictive intelligence to segment and build
audiences based on likely future actions
• Automatically adapt the journey for each individual
customer
• Deliver the best next product, content, or offer every
time
• Send messages at the right time, when a customer is
most likely to engage
The AI-enabled marketer will be able to:

35. 1. Smarter awareness and acquisition: Expand reach to attract new audiences.
• Find your best customers. Without having to resort to painstaking manual effort and analysis, you can use AI
to comb through consumer attributes and actions seamlessly and determine who is engaged and, more
importantly, who is likely to continue supporting your business.
• Target individuals who look like your best customers. You can take that list of your best customers and run
them through some AI-powered lookalike modeling, and voilà, you’ve extended your addressable audience
many times over.
• Increase offer relevance. Do you feel valued when you get that “Dear Valued Customer” greeting? It’s much
the same feeling that prospective customers have when they receive a generic ad meant for your entire
customer base, or even a segment — not specifically for them.
3 MAJOR BENEFITS

36. 2. Smarter onboarding and engagement: Make interactions personal from day
one.
• Personalize content and offers. Remember when you used to merchandise and curate products and
content manually? — No more. Artificial intelligence enables marketers to automate personalized
recommendations of content or products across channels that continuously update as browsing behavior
and consumer preferences change. Today you can convert anonymous browsers to buyers, add a
personal touch to your welcome series, and tailor every campaign to the individual, at scale.
• Adapt to consumer behavior and preferences. AI can help marketers do two important things:
A. Understand the optimal path(s) to purchase or conversion that consumers take with their brand. No
more starting from scratch and testing into oblivion to determine the right channels, the right number of
touches, and so on.
B. Respond to changing consumer behavior and preferences — before they happen. AI can predict what
actions consumers are likely to take (such as making a purchase) and where that engagement might
happen (that is, their channel preference).
3 MAJOR BENEFITS

37. 3. Smarter retention and advocacy: Have an active dialogue with your brand
community.
• Understand consumer sentiment and influence. Marketers can turn to AI-driven sentiment insights to
understand the intent of a post (whether positive or negative) and prioritize the ones that need the most
attention. Models can also predict strong advocates or detractors of the brand for marketers to target with
special programs.
• Facilitate a connected community. For brands with their own online communities, where consumers connect
with peers and experts, AI empowers self-service by triggering knowledge-base suggestions to solve questions
or cases alongside personalized recommendations on trending content or products.
• Uncover new opportunities through text and image recognition. While in the past our software models
could recognize keywords in social posts, newer innovation has enabled these models to recognize important
imagery such as brand logos, products, or relevant scenes.
3 MAJOR BENEFITS

39. Q&A

44. THANK YOU

45. Contact us!
w w w . d o b l e g r o u p . c o m
@doblegroup /doblegroup /+doblegroup
Company/doble-group-llc doblegroup /DobleGroup

46. Doble Group, LLC
Doble Group, LLC is a boutique consulting firm that focuses on improving commercial
business results through CRM solutions and the alignment of the organization, its
processes and teams for success. We deliver our services through highly customized
consulting, training and coaching programs and the world’s #1 CRM technologies.