Dreamforce 2024 Recap

We just wrapped up a great Dreamforce 2024 – celebrity presence, a great concert, networking, partying, and so many announcements! As we get ready to re-start our daily routines, I wanted to share some of my learnings and observations.

Agentforce, Agentforce, Agentforce!

On AI front, Salesforce took a massive leap forward with their exciting announcement of the Agentforce. Simply put, Agentforce enables enterprises to create autonomous agents across different functions to drive complex tasks.

The key promise here is rapid deployment. Salesforce conducted numerous sessions, hands-on workshops, and client meetings to ensure that Agentforce stayed on everyone’s mind in every conversation.

Broadly speaking, the Agentforce framework involves

• Atlas, the reasoning engine that provides the intelligent execution to enable the significant decision-making power to execute complex tasks.
• Agent Builder, which enables build-out using existing Salesforce tools, automation, and APIs.
• A stronger Partner Network: Salesforce announced strategic partnerships to extend agent-building capabilities.

Atlas – Powering Agentforce

Atlas, an upgraded AI copilot, is the brain behind Agentforce. The key to executing complex tasks is the ability to understand end-users objectives, then create/execute plans autonomously.

The key is to go beyond recommending action and actually taking that action in ways that are aligned with customer’s preferred channels. This requires high-quality data, with Data Cloud providing the foundation. Net-net? Atlas pushes forward Data Cloud’s real-time data insights to achieve smarter, faster decisions and actions.

A billion-dollar commitment to AI

Salesforce is setting the pace with a huge investment commitment, and is challenging partners, customers, and trailblazers to run with it if they want to capitalize on this opportunity.

• Salesforce has opened their first AI center in London, with many more to follow in Chicago, Tokyo, Sydney, and other major cities. These centers will foster collaboration between experts, partners, and customers.
• Salesforce Ventures has always played a crucial role in aligning the partner ecosystem with Salesforce vision. To complement the $50 million allocated to AI workforce upskilling, Salesforce is also making strategic investments in many companies which share their commitment to trust and ethical AI development.

Strengthening the Data Backbone through Data Cloud

After its stellar launch in Dreamforce 2023, Salesforce’s Data Cloud is now the backbone for its AI-powered solutions. Dreamforce 2024 involved some major updates:

• Now Data Cloud can process unstructured data: ability to support native video and audio processing lets businesses analyze data and find actionable insights in calls, voicemails, and more.
• Many keynotes covered the 50 new pre-built connectors, for a total of over 200 now available. Integration options are expanding rapidly, helping businesses seamlessly connect to more data sources.
• Sub-second real-time capabilities: Data Cloud can now process data—from ingestion to activation—in under a second, enabling faster decision-making and customer engagement.

Taken together, these developments help drive performance and scalability for businesses that need to manage massive amounts of unstructured data.

Takeaways

In Dreamforce 2024, Salesforce clearly demonstrated how they continue to push the boundaries of AI and automation, bringing innovative solutions and pushing everyone in Ohana to be innovative.

Their main message is one of faster time to value. With some years-long AI projects swallowing incredible amounts of budget, Agentforce can utilize what your organization has already built to launch with speed and control. They clearly demonstrated it by building 10,000 agents during Dreamforce 2024.

To learn more about how to leverage this level of momentum for your enterprise, let Impaqtive (An Infogain company) help. DM me to book some time with us.

Infogain and Virgin Australia are reaching new heights as we join forces in this exhilarating digital transformation journey. We collaborated to drive innovative changes that enhance Virgin Australia’s competitive advantage and tackle key business objectives. Infogain spoke with the Project Team about their experience with Infogain — take a look at what they had to say!

“As a business, we’re very dynamic, and sometimes we realize that there might be a further scope for change. What I found the most pleasing about Infogain was their ability to pivot or add value through those discussions and be flexible with what we required as a business to ensure that we were compliant with the rules.”

– Scott Rohweder, Operations Manager

“The relationship I have with the staff members who work on this code is great, and we understand each other’s needs and the boundaries we have to implement this code.”

– Adrian Gregory, Systems and Solutions Manager

“It’s been wonderful that we’ve managed to integrate the teams between Virgin and Infogain from day one, and that’s allowed the work not just to be amazing and the results we get but genuinely achieve a team dynamic that allows us to get stuff done.”

– Christoher David Miles, Project Manager

Our partnership with Virgin Australia is a testament to our shared vision and unwavering commitment. In this exclusive video, Virgin Australia’s Project Manager, Christopher David Miles, Operations Manager, Scott Rohweder, and Systems and Solutions Manager, Adrian Gregory elaborate on the seamless partnership between Infogain and VA.

Watch the video to learn more.

The telecom industry is in the midst of a technology-driven transformation. Due to rising numbers of devices, increasing broadband and mobile connection speeds, telecom’s technology challenges include implementing IoT, embracing AI, taking advantage of 5G and making their customer gain a competitive advantage. Telcos are focused on:

• Keeping existing customers
• Improving operational efficiencies
• Harnessing the data in their organizations
• Diving deeper into customer insights to improve services

We start with a roadmap using strategies that measure market effectiveness for better conversion rates. Our research into products, segments and behaviors helps us to understand customer profitability and increase margins, followed by an action plan to understand churn and predict CLV.

In this playbook, discover how we’ve helped our clients increase ARPU, drive operational efficiencies, improve NPS scores, conversion rates, revenues and more.

On a global scale, the telecom industry provides crucial services that billions of consumers and businesses rely on every day. Like other industries, telecom has undergone a technology-driven transformation. We’ve helped global telecom’s increase profits and business growth to:

• Increase customer acquisitions by measuring marketing effectiveness for better conversions.
• Generate customer profitability by understanding what products, et al., then attributing cost streams.
• Understand customer churn by predicting customer lifetime value (CLV).

As your partner for success, you leverage our state-of-the-art data science and analytics methodologies and exclusive partnerships.

This playbook, especially curated for the telecom industry demonstrates how we’ve helped our clients increase conversion rates and revenues; reduce churn rates and increase response rates, and more.

Modern enterprises are looking for ways to enhance their customer journey amidst an ever-changing technology landscape. To that end, they are exploring various options to streamline customer acquisition, engagement, and conversion. In that context, digital experience platforms (DXP) have seen a significant rise as they provide the option to do all these through a single, unified platform.

Leveraging our deep expertise across various digital experience platforms (DXP) like Adobe, Salesforce, and more, we have been helping clients across various domains to:

• Anticipate customers’ needs by leveraging data
• Deepen customer engagement with intuitive interactions
• Create secure, data-driven omnichannel transaction experiences

And more.

This playbook brings together a handpicked collection of our digital experience platforms (DXP) success stories across various industries. Read their stories and understand how you can leverage our expertise to increase conversion, enhance productivity, optimize costs, and more.

Infogain’s long-standing collaboration with Mitchell,an Enlyte company, fosters innovation, embraces strategic thinking, and delivers results through transformative digital customer experience engineering. We had an opportunity to host key leaders at our India office and talk to them about their experience of working with Infogain. This is what they had to say:

Trust. Talent. Innovation. These have been the driving forces that have helped us grow together over the last 20 years and stay ahead of the curve.

“Mitchell is going through a massive growth phase and I can’t imagine being able to get through with it without Infogain being there with us”
– Scott Baierl, SVP Engineering, Mitchell

“Infogain comes up with new innovative solutions and thinking outside the box to deliver high quality to customers”
– Niv Genchel, SVP Engineering, Mitchell

“The right balance between thinking big and delivering incrementally is what Infogain is bringing to Mitchell.”
– Olivier Baudoux, SVP Global Product, AI and Marketing

Click on the video to see more.