![]() So we're using this AI Council for these groups to have a voice, for them to say, 'Look, this is where I would like to apply AI' and for us from an IT perspective, data perspective and, of course, an analytics perspective, to be able to create the right environments and the right solutions.įrom that IT perspective, Perez also sees AI as transforming software development:Īs a CIO, one of the things that I'm always worried about is deploying a product or solution within the organization that is buggy or that it has a bug that can cause significant harm. That being said, there are needs that as it relates to using AI, and the same thing with finance and legal and other groups. ![]() Salesforce is not our ERP system, Salesforce is not our Human Capital Management system, Salesforce is not the system to support our financial operation. ![]() The second objective is around what I call enterprise AI. We've been making good progress in that space. ![]() One is to make sure that we deploy Salesforce AI across Salesforce. This has two main objectives, Perez explains: One development within Salesforce that other organizations might usefully emulate has been to set up an internal AI Council. But all these organizations, including ours, are seeing AI as another enabler for productivity improvements that will free up investment opportunities for more critical activities to do with the business. I'm sure we will see incredible things happening here over the next few years. We still haven't seen the full story written. So it's a natural conversation that is taking place now, across all these different organizations, where they see the virtuous cycle connected with productivity, and now comes AI. They're all looking for ways in which they can use technology to do that. They're all being challenged by their bosses, CFOs and CEOs, to find ways where they can improve their efficiency and productivity. I have been meeting with CIOs, certainly here at Dreamforce, and in the past couple months with about 50 of them in different settings and different forms. It's a virtuous cycle, the way that I see it. What we see is that as we improve productivity, quality goes with it, and you get the business to be in a position to re-invest in things that are better for the company, more critical for the company. A lot of people think that if you become more productive, your quality is going to suffer. I have this belief in my heart that every business has opportunities for productivity improvement, and that it's the right business thing to do to improve your productivity, because productivity leads to many good things. Also recently we deployed Einstein Service with the same mindset - how can we use the service components to provide support to our customers using Einstein GDP capability?ĪI offers enormous opportunities to boost entrerprise productivity, Perez argues: Sellers in the company are using actively Einstein GPT components to be able to generate emails, get insights into who the accounts are selling to, and they're also getting better and better at using that type of technology to be able to summarize compensation and effect action items that they can use on our customers leads. For example, I've recently deployed Einstein Sales. We've been really fortunate to have first time access to some really cool components of our technology. When it comes to AI, we've been, again, 'Customer Zero'. Perez and his team have been clocking up their own experience here: As noted many times this week at Dreamforce, customers are both fascinated by the potential of generative tech, but also nervous about putting it into action. AI-flavored dog foodįront of mind at the moment is, inevitably, AI. Before we send anything out to customers, we actually go through the use of that technology inside of Salesforce to make sure that it works, that it does what our customers are looking for. There are many benefits of using Salesforce technology and there are some risks to because I'm 'Customer Zero'. This might be regarded as a mixed blessing as Perez acknowledges: (If you’re buying from a company in the latter category, you might want to ask yourself some questions…)Īt Salesforce, part of CIO Juan Perez’s remit is to use the company’s technology before it’s let loose into the wild and into the hands of customers. In other words, do you actually use the same technology that you’re trying to sell to customers? There are those who do and there are those who do not. A question that all enterprise tech vendors ought to be able to answer is whether they ‘eat their own dog food’.
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