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Introduction

The announcement of Customer 360 Truth at the recent Dreamforce conference in November 2019 represents a significant evolution of the entire Salesforce Customer 360 Platform.

Highlights

  • Four core capabilities are essential for channel-agnostic customer experience, and Salesforce 360 Truth plays a key role.

Features and Benefits

  • Evaluates Customer 360 Truth, which helps businesses unify customer data and deliver a dynamic customer profile to support real-time personalization.
  • Identifies how Salesforce must broaden its cross-functional AI if it is to support dynamic orchestration of the customer experience.

Key questions answered

  • What is Salesforce Customer 360 Truth?
  • What benefits does Salesforce Customer 360 Truth deliver?

Table of contents

Ovum view

  • Summary
  • Four core capabilities are essential for channel agnostic CX
  • It’s time Salesforce shifted its focus from individual cloud functionality to customer journey experience orchestration

Appendix

  • Further reading
  • Author

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