One notable implementation is with the Queensland University of Technology (QUT), which is using this solution to transform student experiences. By breaking down data silos and integrating information from disparate sources, QUT is able to offer more personalized and efficient interactions for Students.
This initiative is part of a broader collaboration between Accenture and Salesforce, focusing on generative AI capabilities across functions like marketing, sales, service, and commerce.
Accenture and Salesforce have a long-standing partnership focused on leveraging AI and data to transform customer experiences and drive business growth.
Last November, Accenture and Salesforce expanded their collaboration to help life sciences companies create differentiation using data and AI. This includes developing new solutions and use cases for Salesforce Life Sciences Cloud, leveraging Salesforce Data Cloud and Einstein AI to enhance productivity and transform healthcare professional and patient experiences.
In May 2023, Accenture and Salesforce announced a collaboration to accelerate the deployment of generative AI for Customer Relationship Management (CRM). They aim to create an acceleration hub for generative AI, helping organizations scale Einstein GPT, Salesforce’s generative AI for CRM. This initiative is designed to increase employee productivity and transform customer interactions.
Moving forward with personalized experiences, an Accenture research said that 95% of both B2C and B2B C-suite executives believe their customers are changing faster than they can change their businesses.
Accenture is teaming with Queensland University of Technology (QUT) to drive personalized experiences with Salesforce. QUT is reinventing how they communicate with, engage, support, attract and retain students throughout their higher education journey—from their initial interest to study, through to accessing relevant, just-in-time professional education post degree.
As an early adopter of AI, and one of the first in the sector to use Data Cloud and Salesforce Platform for customer service, the QUT is breaking down data silos to bring information from disparate sources together on a single, AI-powered platform. This provides more personalized and efficient experiences to tens of thousands of student interactions each year. As a result, the university expects to lower the cost to serve, improve first response resolution, and increase organizational effectiveness.
Accenture's solution for personalizing experiences on Salesforce using data and AI includes several key elements:
1. 360-Degree Customer View: By integrating data from various sources, organizations can gain a comprehensive view of each customer, enabling more personalized interactions.
2. Real-Time Data Utilization: Leveraging real-time data allows for timely and relevant customer engagements, enhancing the overall experience.
3. AI-Driven Insights: AI algorithms analyze customer data to provide actionable insights, helping businesses tailor their marketing, sales, and service strategies.
4. Omni-Channel Personalization: Ensures consistent and personalized customer experiences across all channels, including web, mobile, social media, and in-person interactions.
5. Enhanced Customer Loyalty: By delivering personalized and meaningful experiences, organizations can build stronger relationships with their customers, leading to increased loyalty and retention.
These elements work together to help organizations stay competitive and deliver exceptional customer experiences.
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