The Salesforce is all set to redefine customer relationship management (CRM) and drive growth for the organization. As we enter 2024, we must better understand the possibilities Salesforce offers to businesses in 2024 and beyond. This blog discusses the Top Salesforce trends and astonishing insights from IBM’s State of Salesforce 2023- 24 report that you must know to adapt and drive business growth.
1. Generative AI and ML Integration to Shape Business
Salesforce has been at the forefront of incorporating artificial intelligence (AI) and machine learning (ML) into its offerings. The Winter ’24 Release has many Generative AI features to automate routine tasks and elevated personalization efforts that can streamline business operations, marking a significant leap forward in CRM capabilities. Generative AI emerges as a game-changer in augmenting human intelligence. The Report emphasizes the significance of implementing AI ethically, responsibly, and profitably. As per IBM report, 75% of CEOs believe competitive advantage will depend on who has the most advanced generative AI. 50% of CEOs are now integrating generative AI into products and services. We can expect more advanced generative AI features from Salesforce in upcoming releases. The year 2024 promises more sophisticated AI-driven insights and predictive analytics on the Salesforce Platform in its upcoming releases. The businesses using Salesforce expect a significant workforce augmentation with generative AI tools, showcasing the transformative potential of this technology.
2. Hyper-Personalization and Customer 360 to tailor customer experiences
With 91% of consumers expected to engage more with brands providing relevant recommendations and 76% of customers wishing companies to understand their needs, businesses on Salesforce are gearing up to personalize their experiences. Salesforce users can deepen customer relationships and drive loyalty using the Generative AI capabilities of the Winter ’24 release and Salesforce native apps like Dextara CPQ to streamline sales while delivering hyper-personalized customer experience. State of Salesforce Report by IBM states that Generative AI sales budgets are expected to triple by 2025, with marketing and service budgets expected to more than double, emphasizing customer engagements and digital experiences.
3. Blockchain for Enhanced Security
In 2024, Salesforce is all set to explore blockchain integration to fortify data security, instilling trust among Salesforce users. This move aligns with the growing emphasis on cybersecurity and privacy, assuring users of a secure and transparent CRM environment.
4. Voice Technology in CRM
Salesforce’s investment in advancing voice technology for CRM applications reflects a broader industry shift towards voice-driven interactions, enhancing user convenience. Hence, integrating voice-enabled commands for data entry, search queries, and analytics promises users a more accessible CRM experience. The Report states that most Organizations using Salesforce expect nearly 15% of their workforce to be augmented with generative AI tools within the next year as more employees are trained and gain hands-on experience.
5. Expanded Ecosystem and Integration Capabilities
Salesforce’s AppExchange, already a vibrant marketplace, is expected to expand further. With innumerable apps and installations, Salesforce aims to emphasize the growth of its ecosystem. Most Salesforce-using organizations are 38% more likely to crowdsource innovation from within. Salesforce users can expect a more comprehensive and interconnected experience, unlocking new possibilities for customization and functionality in 2024.
6. Augmented Reality (AR) for Field Service
Industries reliant on field service will witness augmented reality integration within Salesforce applications. The expected growth of the global AR market signals a transformative impact, offering real-time visual guidance and an interactive toolset for field technicians besides reducing downtime and enhancing productivity in on-site services. In 2023, the Salesforce-using organizations have reported generating an average of 40% more revenue per license, and in 2024, we can anticipate more with advanced Augmented Reality capabilities.
7. Industry Clouds for Maximum Impact
The Report identifies Industry Clouds (a Set of all Cloud Solutions designed by Salesforce for each industry) as a top trend, with major Salesforce-reliant organizations seeing 150% more ROI than organizations that rely less on Salesforce. Industry Clouds enable Salesforce users to adopt specific, customer-centric solutions tailored to their industry. This Salesforce trend promises increased ROI and a more comprehensive approach to industry-specific challenges in the future.
8. De-risking with Interoperable Data Systems
The Report emphasizes leveraging interoperable data systems to centralize all the data and accelerate an organization’s ability to respond to disruption and change. Maintaining high-quality, interoperable data systems can make data agile, eliminate silos and improve interoperability, resulting in better performance and access to valuable insights on the Salesforce platform.
Salesforce stands as a pivotal player in CRM innovation for 2024 and many more years. The integration of Artificial Intelligence in Salesforce and other cutting-edge technologies, a commitment to hyper-personalization, and a focus on data security position Salesforce as a critical driver of customer engagement and business operations. Organizations that embrace these Top 8 Salesforce trends will harness the full potential of the Salesforce platform and stay ever-ready and well-equipped to thrive in the ever-changing digital age.
As a Premium Salesforce Summit Consulting Partner (Platinum), Dextara takes the privilege of being a part of Salesforce innovation by constantly delivering high-quality projects to our clients and listing advanced apps on Salesforce AppExchange. If you want to be one of those businesses that rely on Salesforce to reap all the advantages, then the Dextara team can help you #Build>Great> Salesforce ecosystem.
Reach us at sales@dextara.com for Salesforce consultation and implementation services.