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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.


  • 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


  • Catalyst
  • Ovum view
  • Key messages


  • 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


  • Methodology
  • Further reading
  • Author

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