skip to main content
Close Icon

In order to deliver a personalized, responsive service and to improve the site, we remember and store information about how you use it. This is done using simple text files called cookies which sit on your computer. By continuing to use this site and access its features, you are consenting to our use of cookies. To find out more about the way Informa uses cookies please go to our Cookie Policy page.

Global Search Configuration

Introduction

This report provides an overview of Salesforce's Customer Success Platform and how it can be used to provide a platform for intelligent omnichannel orchestration.

Highlights

  • An omnichannel customer engagement platform must address four core requirements supported by 12 attributes. We examine these and assess how the Customer Success Platform can address them.
  • The Customer Success Platform becomes the intelligent omnichannel hub with the arrival of Einstein, its machine learning capability, to drive next best action.

Features and Benefits

  • Provides insight into core capabilities and attributes that must be in place to create a complete omnichannel capability.
  • Highlights the component parts of the Customer Success Platform and how these can be used to support the core capabilities and attributes for omnichannel.

Key questions answered

  • What is required to create an omnichannel capability?
  • How can Salesforce's Customer Success Platform contribute to a true omnichannel capability?

Table of contents

Summary

  • Catalyst
  • Ovum view
  • Key messages

Recommendations

  • Recommendations for enterprises
  • Recommendations for Salesforce

An omnichannel engagement platform must address 4 core requirements supported by 12 attributes

  • Recognize the customer or persona
  • Orchestrate the customer experience throughout the customer journey – based on real-time predictive intelligence
  • Adapt continuously to remain relevant
  • Protect the customer

The Customer Success Platform becomes the intelligent omnichannel hub with the arrival of Einstein

  • Overview of the Customer Success Platform
  • More powerful in combination
  • Zero Motorcycles demonstrates the combined power and flexibility of the Customer Success Platform
  • Highlights of the individual cloud applications

The Lightning Partner Community – an adaptive platform to support innovation ecosystems

  • Innovation is increasingly an ecosystem play
  • Lightning Partner Community
  • Extend to include innovation management
  • The Customer Success Platform provides a flexible basis for intelligent omnichannel orchestration and management

Appendix

  • Methodology
  • Further reading
  • Author

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Enterprise Decision Maker, Enterprise IT Strategy and Select...

    2017 Trends to Watch: Big Data

    By Tony Baer 21 Nov 2016

    The breakout use case for big data will be fast data. The Internet of Things (IoT) is increasing the urgency for enterprises to embrace real-time streaming analytics, as use cases from mobile devices and sensors become compelling to a wide range of industry sectors.

    Topics Big data and analytics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

+44 (0) 207 551 9047 - Operational from 09.00 - 17.00 UK time

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 7770704398 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now