Artificial
intelligence remains
the talk of the
town in 2024
But in terms of
how to use it
in your everyday
working life,
I think a lot of
people are still trying
As the sun sets on all the
hype and the reality of AI
starts to crystallize,
the question remains,
how do we build
the AI enterprise?
The customer is changing
the way they want
things served up to them.
So we had to think
differently and have
one 360 view under one
single pane of glass.
So we can personalize
every customer experience,
creating long lasting
relationships.
Data is the fuel
that powers AI.
In fact, the
quality of the input
will absolutely determine
the quality of the output.
Now, if I may be so bold,
unified data, that's
Quite an important asset.
At the same time, it's
indeed a big challenge.
We've been able to
unify our customer
data across all parts of
the business, which were
I needed a trusted
source to secure my data
and Data Cloud is
that perfect product
to take that
journey with me.
I want to know what people
are doing with my data.
With Salesforce,
we can trust our AI
without risking
our customer data.
Collaborative AI
you can trust.
Slack helps my
team be more agile
and productive by enabling
seamless communication
between all of us
at any given time.
What the Einstein
1 Platform does
is collaborate
with the advisor,
bringing the human touch
to every interaction
that we can with
our customers.
It'll take their keywords
and automatically
give me service replies
over here on the right.
It's like a helping hand.
Trapped insights
are now set free.
Unlocked with AI,
they are ours to see.
Tableau has been an
incredible tool for us
It allows us to
surface insights
Tableau Post has being a
real game changer for us.
That's really
revolutionized
how we think about
a digital journey.
And as a result, we've
seen a better experience
Your own trusted AI,
a helpful copilot
Einstein Copilot
helps the team
go from idea into
execution really quickly.
We can now create
meaningful automated
recommendations
for our customers
We were able to
close student support
Hundreds of hours
of manual work
taken out of
our ecosystems
across every part
of the business.
We're exceeding
the expectation
We're exceeding
the expectation
We're going to
break a record.
The fun, the
effects, the return.
Magic has happened
along the way,
far greater than
I ever thought.
Now, that's how we ride
into the sunrise of the AI
Please welcome CEO, UK
and Ireland Salesforce,
Anybody else
got goosebumps
from that wonderful choir?
No, weren't they
magnificent?
Good morning, and welcome
to World Tour London.
I love the energy
in the room.
I hope those of you that
are tuning in online
and watching this,
I hope you can sense
And how wonderful to
be here in London town?
My home town,
our home town.
And actually one
of the world's
It's one of the world's
most AI connected cities.
And we've done pretty
well in the UK.
We've progressed
very well in terms
of digital
transformation and AI.
We're not doing too badly.
But today, we are
here to share with you
what it takes to become
an AI enterprise.
And hopefully along the
way, we can motivate you,
we can educate you,
and we can inspire you.
But first of all, before
we get into any of that,
Thank you to all of you,
our wonderful customers,
our employees, our
partners, our sponsors,
our community members,
and of course,
our most valuable persons.
I can see a few of
you there in MVP camp.
Need a bit more energy
than that, fellas.
You are the reason
that we are here today,
and we've got a fabulous
show in store for you.
Now globally, we continue
to deliver great value
across our customers, our
partners, our communities,
And we are on track
to deliver $38 billion
worth of revenue
this year.
And whether you
are investing in us
with your businesses
or with your careers,
we appreciate you
and we will continue
to drive impact together.
Now, I have a very
exciting announcement.
So exciting, in fact, I
had to bring my parents
So mom and dad are here
with me in the audience.
I'm really, really pumped
about this because it's
Now, last year, you
will remember, I hope,
that we pledged as
Salesforce-- oh, you've
got a picture of mom
and dad, have you?
Hey, I brought
Einstein with me.
Last year, we made a
very big commitment,
renewed our commitment,
because the UK
We pledged $4 billion
worth of investment
over the next five years.
And this year, building
upon that commitment
and to continue
to reiterate
how important this market
is for us as Salesforce,
Salesforce has decided to
open right here in London
Isn't that amazing, folks?
I couldn't be
more excited.
And the reason
that is fabulous
is because it will
foster really important
collaboration across AI
experts, industry experts,
our customers,
our partners.
But crucially,
it will provide
critical upskilling
opportunities.
And you know
how passionately
In fact, this
investment is an example
of how we have
remained rooted
in our core values that
have guided us so well
Trust, customer success,
innovation, equality,
And they remain important
to me personally.
They are more important
than ever to us
Because as AI
innovation evolves,
we enterprises
need to ensure
that we are introducing
technology that is trusted
And so you can
be rest assured
that we will remain
true to our values.
It will be at the heart
of our AI strategy,
and it will be at the
heart of everything
And I think we've all
got a responsibility
to ensure that technology
that we introduce
And that's why this
is so important to us
off the back
of our values.
We give 1% of our time,
1% of our product,
and 1% of our equity
to nonprofits and NGOs.
And globally to
date, my goodness,
what extraordinary
outcomes
we have achieved together.
So we have invested $708
million in terms of grants
We have our wonderful
employees globally.
They have volunteered
a whopping 8.9 million
And then I want more
claps in a minute
when I give you
some more stats.
And actually 59,000
nonprofits and higher
education institutions run
on our software for free.
Locally and a bit
closer to home,
we have invested 27
million pounds in grants.
And our fabulous
employees,
my wonderful team UK,
which I'm incredibly proud
of, they have racked
up a brilliant 824,000
So, look, you can probably
sense my pride in this.
But it doesn't
just end there,
because I'm delighted to
share that in the audience
today, and hopefully
this is going
to be the right area,
I have Cure Leukemia
Could you stand
up, Cure Leukemia?
Cure Leukemia, a
wonderful charity.
Thank you for being here.
Don't just sit down yet,
because I want to tell you
about Cure Leukemia
very, very quickly.
So for those of you that
don't know this charity,
they provide very critical
blood cancer treatment
and they give access
to this treatment
in a catchment area of 30
million people in the UK,
But they're doing
something very,
And I want you to join
us, please, if you can.
Because today, they are
announcing their 1 million
goal, 1 million pounds we
need to help them raise.
And the reason that
they're raising this
is because they
want to fund
the world's first
clinical trial
And if you
honestly knew how
little dedicated research
exists for children,
you would understand how
spectacular this mission
So we're honored to be
able to share with you
10,000 towards your goal.
And we've got some very
successful customers
in this room, some
very deep pockets,
and I'm sure
you'll join us.
So go and see them
in the campground.
Go and listen to
their session,
and they can rope you in.
Thank you very
much, Cure Leukemia.
So as I said,
you can probably
sense my joy and pride
in the whole Salesforce
And honestly,
there's more to come.
It doesn't just
stop there.
Now, I'm about
to go wandering.
Let's talk about our
vision for a minute.
So our vision
to connect you
to your customers in a
whole new way actually
has never been more
critical than right now,
because we are in the
midst of an AI revolution.
We're in the middle of
an AI revolution, folks.
And it is changing
everything.
It will change
how we interact
with our customers
and it will change how
But this AI revolution,
it's about more than just
It's about more
than just the tech.
It demands that we put
trust front and center
of everything that we do.
Well, I just mentioned
AI is evolving,
but as this innovation
is evolving,
it is taking us all the
way from predictive AI,
and we are
heading very fast
into an era of
autonomous AI.
And we have to be
able to trust it.
At Salesforce, we have
guided our customers
through the big
transitions.
We've guided them through
cloud, through mobile,
through social, and we're
doing it again with AI.
And we think we
know how to do this.
We know how to do this,
because we have been doing
CRM for 25 years,
and we have
been investing in trusted
enterprise AI for over 10.
And AI will
transform enterprise.
It will help businesses
solve their most complex
challenges, like
augmenting their employees
with skills to
drive productivity
to higher margins to,
crucially, better customer
So let's take a
look at what we
Let's just have
a quick zoom in.
First of all, let's
consider consumer AI.
And when we think
about consumer AI,
it consists of
three key elements.
Number one, you need a
compelling and engaging
way to interact with the
AI, a user interface.
Number two, you need a
trusted and powerful model
to power the workflow, the
activity that you perform.
And number three,
you need data.
Lots and lots
and lots of data.
And frankly, in
the market there
are thousands
of brilliant UIs
and there are brilliant
models and some of them
are so sophisticated they
actually feel sentient.
Some of them can
feel sentient.
I'm sure you're
experimenting
and you're
trying with them.
But what really
matters, what
really matters in all
of this, is the data.
You can have the smartest,
most badass model that you
can possibly get
your hands on,
but it won't work
without the data.
And these consumer
models, they
are built on tons
of public data.
And that public
data is not
going to help you
progress your customer
relationships,
because consumer AI is
different to
enterprise AI.
And the future
of enterprise AI
In the business
world, we can't
rely on data that
isn't grounded
within our
business's context.
And actually, we need our
AI to know our customers.
So, for example,
purchasing history.
Enterprise AI demands
trusted and grounded data.
The great news
is enterprises
Most of it's
trapped in silos.
Who's got a data lake
in their organization?
I know you've all got it.
There are lakes
everywhere.
We've got these
amazing structures.
We've got all of this
sophisticated data,
Every CEO I talk to is
realistic about the need
to invest in AI to
remain competitive.
They see the
productivity gain.
They see it as the tool
to help them drive growth.
And yet, understandably,
they're concerned.
They remain concerned
about fragmentation,
scalability, security,
safety, hallucination,
Anyone remember
my reference
to the London night
out last year?
Well, they're still
hung over with that.
We're not going to adopt
AI unless we can trust it.
Our customers
won't adopt AI
unless they can trust it.
But I have to tell you,
Salesforce was absolutely
It feels like
everything we've
done over the
last 25 years
has brought us
to this moment,
because Salesforce
AI is powered
by trusted enterprise
data with safeguards
and frameworks in place
to ensure responsible AI
And this is exactly why
we built Einstein 1.
Einstein 1 is
powered, and this
is to help you to get
to enterprise AI faster.
And it is powered by our
brilliant Data Cloud.
And it unites all
of our clouds.
It unites our apps,
our AI capabilities
onto a single, deeply
integrated, and connected
platform that only
Salesforce can deliver.
And Salesforce
Customer 360
enables you to combine
all of your CRM apps
together to understand
your customers
Customer 360 is your
single source of truth.
It allows you to
strengthen your customer
It allows you
to power growth.
Think of it as your
operating system
And we at Salesforce
have built
the most powerful and
comprehensive C360
or single source of truth
in the market today.
So how does that light up?
How does that come alive
in our wheel, our wheel
Well, I'm going to
go back this way.
We're going to go around.
Now, with AI
sales, your reps
can build and close
pipeline much faster.
They have driven
a productivity
in their sellers
to the tune of 40%.
With AI in service,
so AI service,
we can deliver
personalized
cross-channel AI powered
service interactions.
And we see this in Sonos,
who have effectively
deflected 40% of
their service calls
With AI in
marketing, marketers
can activate data fast
and campaigns even faster.
And we see our own team GB
have grown their contacts
by 140% in the
last 12 months.
Let's not forget commerce.
AI for commerce,
a unified platform
driving merchant
productivity.
And that means
more shopping carts
And so a great
example of this
is Heathrow Airport,
where they have actually
grown their digital
revenues by 30%, which
This is our conversational
platform for work.
And by putting
Slack in the hands
of every employee,
we are enabling
them to take advantage
of AI powered summaries
and search so that they
can optimize their time.
And again, a great
example of this
is Bolt. And they
grew their business
175% by putting their apps
and their integrations
In the video, you
heard from a gentleman
from John Lewis
partnership.
There are 10,000 users
of Tableau at John Lewis.
And the AI that we've
powered within that
means that intuitive
AI is available
at the ready to help their
employees drive better
And then last, but
by no means least,
probably one of
my favorites,
AI for industries, which
means that our number one
AI CRM platform has
got pre-built expertise
tailored for your industry
and for your customers.
So by now you might
be asking yourself,
how do we get to this
enterprise AI state?
Of course, I've
just shared
And it really is
about embedding
AI in the flow of work
across your organization
as an autonomous
extension of your teams.
That's what's going
to really help you
surpass your competition.
But to make it
easier for you,
we've broken it down
into five key steps.
Number one, you
need to unify
Number two, you need to
discover AI insights.
And number three,
you need to be
able to collaborate with
this AI continuously.
And number four,
just as you
would with your
people, you
need to provide
skills to your AI.
And number five,
you need to be
able to enable
your AI to act
on behalf of
your organization
So we're going to
walk through this.
We're going to explain
it in a bit more detail.
And we're going to
start with unifying
And I'm going to
get a little help.
I'm going to get a
colleague of mine,
a brilliant colleague
within the team,
And I'm only going to
bring him on stage.
If you can give a
really rapturous round
of applause with your
hands and your feet.
Please welcome
Justin Wilson.
In my role at Salesforce,
I have the good fortune
to meet with many of
our customers, CEOs,
And I can see many of you
actually sat here today
And they're really
excited about the vision
They want to achieve those
amazing business results.
And as Zahra
alluded to this,
there's one thing
that comes up
in a lot of those
conversations, which
is that their data
is holding them back.
It's not connected
to their CRM.
And as a result, they're
missing opportunities
to connect the dots
and really create
that unified
customer experience.
So how do we solve
that problem?
Well, the good news is
that Salesforce can help.
Did you know we
already manage
on behalf of our customers
over 250 petabytes
of data, of your
data, customer data?
Now, that sounds
like a lot.
To put it into context,
you would need to stream
Netflix for 9,000 years
to consume that amount
Now, my kids are
having a good go
at trying to get
there, but even they
are not going to consume
that amount of data.
But the important
thing is that this
And this is going to
become really important
when we ground
new tools like AI.
I can hear you thinking,
how is this even possible?
How can we store
this amount of data?
Well, it's all possible
because of Data Cloud.
Data Cloud is a
hyperscale data engine
that sits right
inside Salesforce.
It allows you to
connect and unlock data
from any source
and activate it
And it's more than just
a customer data platform.
It's a company
data platform.
Innovation is a
core value of ours,
and it's true for
Data Cloud as well.
I'm really
pleased to share
three key announcements
for Data Cloud today.
Number one, it
is now going
to be available
on Hyperforce.
So you can have your
data here in the UK
Secondly, we are launching
the Data Cloud vector
Let me explain it to
you and what this means.
The reason why we've got
250 petabytes of data
on Salesforce is
that we have not just
got structured data, we've
got unstructured data.
Unstructured data could
be PDFS, emails, knowledge
articles, social
media feeds.
That's a huge amount
of information.
Now, who's old
enough to have
gone into an old
school library?
When you used to go in and
speak to the librarian,
look at the book that
you want to take out.
Well, when you went to
an old school library,
you would have the books
organized by genre,
by author, and
then A to Z.
And that's kind of like
your structured data.
The content
within the books
is like the
unstructured data.
Now, the beautiful thing
about the vector database,
it basically analyzes all
of that unstructured data,
all the content
of the book,
if you like,
and allows you
to do that super quickly
and find similarity
So if you can imagine
in a service scenario,
if you want to find
multiple knowledge
articles that would
help that service agent
and find the similar ones
that aren't necessarily
being categorized
by humans,
it allows you to
do that or make
So I'm geeking out a bit
on this vector database,
but I want to explain it,
because it is super, super
And then Data
Cloud is also
giving us innovation
in our existing clouds.
We are now launching
proactive asset
I'm going to come
back to that one
Now, we're not
stopping there,
because we want you
to get going with Data
So we're going to be
launching 200 new Data
This allows you to connect
your favorite enterprise
applications directly
to Salesforce.
And if you've got
legacy applications,
I'm sure you've got
some old applications
out there, but if you've
got custom applications
that you've built
as well, you
can unlock that
data using MuleSoft.
Now, I'm sure
you're thinking,
I've collected
all my data.
But how is this
going to work?
How is the Data
Cloud going to help?
Having the data there and
not doing anything with it
So what does the
Data Cloud do?
Well, first of all, it
harmonizes your data.
It brings it into a
single, unified metadata
model and a single
unified customer profile.
And this is the
beautiful bit.
And this is something that
only Salesforce can do.
Only Salesforce can
then go and take action
directly in CRM and
provide insights
to your user applications.
It's the action
that's going
to make the difference
for your business.
And why is it
only Salesforce
that can do this
in the Data Cloud?
Because Data Cloud is
built on the Einstein 1
It's deeply integrated
with Salesforce metadata.
Who knows what
metadata is?
Does anyone
want to explain?
Bruno knows what
metadata is.
But let me just
explain, because it
sounds like an
intimidating word.
If you look up on
the screen here,
you can see these
four numbers.
Without the
context, you don't
know if they're a serial
number or a telephone
And really, at
a simple level,
metadata is just the
context around the data.
So in this case, we
can see it's actually
But the metadata is a
little bit more than that
as well, because
it understands
your organizational
context.
You don't necessarily want
all users to see all data.
So it also understands
your sharing rules,
how you want to
use that data,
and how you want
to apply it.
And that's going to
become really important,
because when we talk
about this new world
of artificial
intelligence,
Zahra just talked
about it before, it's
So if you've got your
phone out, actually,
do you want to look
on ChatGPT and ask it,
how did my last
marketing campaign go?
Or which rep is
selling better and why?
Ask it a business
question like that.
It's not going to
know the answer.
It's not going to
know the answer
because it's trained
on that public data.
It hasn't got
your context.
So this is the amazing
bit of the Data Cloud
is that it allows
you to bring together
that business data,
that customer data
And I'm going to geek
out a little bit again.
We use a process called
Retrieval Augmented
Generation, or RAG
for short, that
brings that all
together really quickly,
creates an augmented
prompt that goes out
And when we do
that, you know what?
It's trusted, but you get
a contextualized answer
back, grounded in AI,
grounded in your data,
and empowers these
AI applications.
And I can see some of
you sat there thinking,
well, I've already got
some Salesforce clouds.
I'm using Sales
Service, Marketing.
Well, the good news
is that Data Cloud
is going to make
every cloud better.
It's the silver
lining, if you like,
It's going to
supercharge your CRM.
I'm particularly excited.
I mentioned proactive
asset management.
Remember I mentioned
that new feature.
Think about a
service scenario.
And I don't
know about you,
but I've got teenage kids.
The amount of laundry
that we go through
Uniforms, PE kits,
all the rest of it.
However, the washing
machine or the tumble
dryer invariably breaks
at the most inconvenient
Now, wouldn't it
be great if we
could take all of
that asset data
and ingest it into
the Data Cloud?
All the washing machines
that are deployed
and then they
were actually
proactively servicing it.
I'd absolutely
pay for that
to make sure I
had-- it's mission
So super excited
about that.
Data Cloud is going to
make every cloud better,
So we've heard
how AI works.
We've heard about
Data Cloud works,
AI works with Data Cloud.
But are there any
companies that are already
Well, actually,
there are a lot,
but there's one
here in the UK
that I'm exceptionally
excited about,
and that is Aston Martin.
Now, if you've ever
watched a James Bond film
or aspired to own
one of their cars,
you're probably
be familiar
But they're a
brand that's known
for their craftsmanship,
technology, and precision.
And they're deploying
that with their customers.
So let's watch
a short video
to see how that
works today for them.
- It's so beautiful
seeing the iterations
from beginning of time
to the new vehicles.
That evolution of an Aston
Martin is very visible.
But the customer and
their expectations
Our customer's
experience needs
to be as perfect
as our vehicles.
- The main problem that we
had was disparate systems.
So you'd have a lovely
marketing journey,
which would then be
broken by the pass
over to sales,
which would then
be broken yet again once
you pass to after sales,
because they all had their
own view of the world.
- Fragmented data
is a real killer.
The first step
on the journey
to becoming an
AI enterprise
is unlocking the
power of the data.
- The great benefit of
building on the Einstein 1
platform is that we
have that single layer
across each of
our technologies.
For us to have a
single source of truth,
that's really,
really important.
Really helps me
tailor the experience
- The Data
Cloud enables us
to bring all of our
different digital streams
together with
our CRM data.
Got your website,
your configurator,
vehicle data, marketing
cloud, auto cloud,
In order to see
absolutely everything
that a customer
is interacting
with all under a
single pane of glass.
He's got a
customer coming in.
Wants to get some
form of insights.
So with Data
cloud, we've got
a direct live connection
to the website.
Pulling in all of
the behavioral data.
And we can map that into
the unified profile.
And then from there,
we can take a look
at Abby's profile
here, and we
can see that she's
looked at the website
after some
social engagement
and then watched
a media reel.
- With Salesforce,
I can really
get an insight and an
in depth understanding
of Abigail and the history
she's held with us.
These engagements
and these insights
It really helps me engage
on a personal level
how to tailor
the conversation.
- The Einstein 1 platform
is effectively the heart
Without that,
we don't know
And without knowing
our customers,
we can't offer an ultra
luxury experience.
Having all of the
unified data in one place
and connecting
everything together,
we're starting to bring
all of the capabilities
and power of AI to
all of our end users.
- AI is a whole world
of opportunities.
It's all about getting
to the customer
at the right time,
the right amount
of information that
ultimately brings them
- With automation, we
have reduced the number
of support requests
by around 90%,
which has enabled us
to start innovating
By using Copilot,
we're looking
to drive far
more engagement
by bringing the right
insights at the right time
through conversational AI.
It's a
revolutionary shift.
- If you don't have the
aspiration to becoming
an AI enterprise,
you're going
to be very quickly
left behind.
Having Salesforce
allows us
to protect that
customer data
and really drive us
forward into the future.
Big round of
applause for that.
What a great video, right?
You can really see how
Aston Martin applying
quality and
precision in the way
that they engage
with their customers.
But also what I
loved in there,
did anybody see the
job title head of Q?
Who don't want to be
called Q in your company?
If that experience is so
important to Aston Martin,
Well, they turn to the
Einstein 1 Platform
to create that connected,
unified experience.
And so far across all of
their dealership network,
they've combined over two
million unified customer
profiles, which is
really phenomenal.
And we're going
to do something
extra special today,
something we've not done
Can I ask for a
raise of hands?
Who has been here for
more than one world tour?
We must be doing
something right.
You're coming back again.
I think this is my
15th world tour.
And I can't
remember a time
when we've got a
customer up on stage
We've got some highly
paid professional people
over there, but we
haven't brought a customer
And right now, we've got
a wonderful opportunity,
because we've got an
absolute trailblazer here
from Aston Martin
who actually
put all this together as
well, and he and his team.
So I'd like to welcome
up onto the stage,
big world tour welcome,
for Kent Packman
No pressure at
all whatsoever.
So, as mentioned, I am
the Salesforce architect
My role, for
those of you who
don't know what
an architect does,
is to draw pretty
pictures and then
turn those pretty
pictures into reality.
So today we're going
to start with section
one, which is Data Cloud.
And I get to walk you
through a lovely demo
with the help
of our demo team
over on the demo desk,
Claire and Jonathan.
And basically where
we're going to begin
is we're going to begin
looking at a CRM record.
So if you're a
Salesforce customer,
you'll know this
screen inside out.
We're going to look
at Abigail Goodwood.
She is the customer
you saw in the video.
And this is pre bringing
in additional information
So we have quite a bit of
information on Abigail.
We know which dealership
she's working with.
We know the cars she owns.
But we lack a
lot of context.
And context has
been a key word
throughout the
entire day so far.
But what we
really want to do
is we want to embed
additional context
so that people like Miles
have all the information
that they need at
their fingertips
whenever they're
interacting
There's lots of
ways, but the one
we're going to look
at is Data Cloud.
So we go to the
data streams
and we can see we've
already got our CRM
But we want to
add a little bit
And in this
instance, we want
to add some
vehicle telematics
data, which will
all sit directly
So the benefit that we
have with Data Cloud
is we can use
and leverage all
of that information that
sits in Databricks on a 0
That means we aren't
copying and pasting data.
But we can leverage
it and then unify it.
So once we've
connected Databricks
into Data Cloud,
we can pull
all of that information
from our vehicles in,
and then we can
use the metadata
that Justin mentioned
in order to map that
So we get all of
the information
from the telematics
from the car connected
into the customer's
profile, which then means
that we can see, again,
as close to real time
as possible, all of the
information that we need
So if we go back
to look at our data
streams now, if
we did that a few
more times, very
quick demo team,
we would have several more
pieces of data coming in.
So that could be
marketing engagement,
it could be product usage,
it could be telematics,
It could be test
drive information,
We can pull all that
together, unify it,
and get a single
view, which is great,
but it's really
not much use
outside of some sort
of interface to use it.
So what we'll do
is we'll go back
to Abigail
Goodwood's profile.
And then in
that profile, we
can see what
we had before.
But now what
we're going to do
is we're going
to enrich that
with all of that
additional context
so that we can
see everything
that we know
about Abigail's
So if we start in the top
left, what we can see now
is we have an overriding
customer profile.
We use some of
the data to help
We use some of the
engagement data
to give some
engagement scores
on experiential and
digital experiences.
And then if we
go to the middle,
we can see a bit more
information about her car.
So again, pulling in
things like warranty data
and so on, we can see that
the warranty is coming up
So she's probably getting
to the end of her term
and her ownership
of that DB11.
Then if we go on
to the far right
and look at the marketing
data, what we can see
is all of the
different types
of engagement and content
that she's consuming.
And there's quite
a large focus
on all of the
DB12 information.
So that basically
puts Abigail
in a perfect position
to go and acquire a DB12
and be one of our
main prospects.
So what we want
to do is we
want to take
that information,
Before we used to have
to wait for a dealer
to phone them
and say, hey, you
look like you're
interested in a DB12.
We don't really want
to wait for that.
We want to prompt
Abigail straight away.
So using campaign
data and Data Cloud,
we can then pull that
information into Flow
And we can use all
of the information
that we know about
Abigail to personalize
So we already know
her preferred channel
So in that instance,
we can go over
and we can start to
orchestrate a WhatsApp
message directly
to Abigail.
So if we hop
over to WhatsApp,
then we can experience
it from Abigail's
She'll get a message
from us as a business.
And then from
there, she can
click into that
message, which
can be
personalized, again,
using all of that
contextual information.
And then she can RSVP
straight back to us
to say that she wants
to come to an event.
And hopefully off
the back of that,
will then purchase a DB12.
And that is a
very short demo,
but it is one of several
potential use cases
that we could do
with Data Cloud.
So on that, back
to yourself, Zahra.
Give it up for
Kent and Justin.
This is not easy,
I have to say.
And you did absolutely
brilliantly.
So now we have connected
our data and our apps,
and we're feeling
pretty good, aren't we?
But how do we now
use that to unlock
and discover AI insights
across our enterprise
and across all of
our applications?
So I'm going to invite
another amazing colleague
up here on stage,
a fabulous woman,
an indomitable woman to
tell us how do we do this.
Jocelyn Zanasi,
give it up.
It's great to
see you all here.
Now, I get the
pleasure of taking you
through step two and step
three on that great fan
Now, as you've just heard
from Justin and Zahra,
true AI enterprise
is built
on a foundation of great
and connected customer
But 94% of the
business leaders
that we've been
talking to tell us
that they need to get more
value from their data.
Now, that's why it's
our second step.
When it comes to
data insights,
there is no better
product than Tableau.
Tableau transforms the
way we see, understand,
and therefore can take
action from our data.
Tableau makes
trusted insights
And now we're making it
even easier with our two
latest product updates,
Tableau Pulse and Einstein
So let me tell you
about each of these.
Now, we're bringing
Copilot into Tableau
to provide you with an
intuitive, conversational
AI assistant right
when you need it.
It's going to work to be
able to move your data
insights, your
visualizations rapidly
to give you those instant
insights when you need it.
So whether you're
a Tableau beginner
or a Tableau expert,
with Copilot in Tableau,
everyone can be
a data expert.
Now, let me tell you
about Tableau Pulse.
Tableau Pulse provides you
with AI powered insights,
right where and
when you need them
So if you're a
business user,
rather than having to
open a visualization
and start to join those
dots for yourself,
Tableau Pulse
provides you with
that conversational and
natural language insight
right where and
when you need it.
For the data that's
hugely important to you
as a business is available
when you need it.
So that's our second step.
How do we discover
AI insights?
Now, let me tell
you about how
Now, what's so exciting
about the revolution
that we're in right
now is the ability
to converse and
collaborate with AI
As Justin asked earlier,
how many have used GPT?
You don't need to
think about it.
You simply use your
natural language.
It's so good, even my
mom has been using it.
So the reason this
is so exciting
for us is that we know
that AI will elevate
every part of
your enterprise
when it's deeply embedded
in every workflow,
every web page,
and every place
that your work
is happening.
So it's really
not a surprise
that 81% of the business
leaders we spoke to
are feeling that urgency
to implement AI today.
Now, at Salesforce,
we've been
preparing for this moment
for the past decade.
We've been pioneering
AI for CRM since 2014,
and we've been
building predictive AI
into each of our
Salesforce apps,
whether that's intelligent
forecasting for sales,
personalized offers
in marketing,
self-service
bots and service,
or intelligent
predictions in commerce.
Now, the impact has
been tremendous,
with 1 trillion AI
predictions per week.
Now, I'm so excited to say
that we've been building
And I'm so delighted to
say that Einstein Copilot
This provides you with an
intuitive, conversational
AI assistant that works
across all of your data.
It works across all
your data and metadata
to be able to
provide you with
And what's so fantastic
about it is you
can engage with it
using natural language,
just like it's a team
worker or a co-mate.
And you can ask it
to summarize for you,
create content, and
even automate tasks.
Only Salesforce can
provide AI of such trust
What I'm so excited
about personally
is that this is one
Copilot, one Copilot
Sales, service, marketing,
commerce, and as I've just
But now let me tell you
what we're doing in Slack.
We are bringing
Copilot to Slack.
This is going to
allow you to bring
your data and
your conversation
together right in
your flow of work.
Now, this GAs in
September this year,
but it's just one
of many innovations
that we're bringing
to play right now.
So let me tell you
about a few more.
Available coming in four.
That's the autumn to you
and I. In the autumn,
we're bringing to
play record channels.
Now, record
channels is going
to allow you to bring a
Salesforce record right
And then Sales Elevate,
now, I love Sales Elevate.
This is my absolute
favorite new innovation.
It has transformed how
I engage with my sales
It allows you to see
opportunities and deals
in real time across
every device,
and it allows you to
update them, again, right
And then finally, coming
our way, Slack lists.
I was playing with
this last night,
because I am a true
and absolute geek.
This allows you to bring
project management right
into the
conversation you're
having with your
team, so you
can align your team around
the tasks to be done.
This, my friends,
is GA today.
Now, you've heard an awful
lot about the new product
innovations and you've
heard a lot about Copilot.
But the best
possible way that I
can show you the
true power of Copilot
is with an inspirational,
a visionary live demo.
And with that,
let me invite up
my friend Dan Blackmore
to come and join me
and help me
drive this demo.
Dan is the
solution engineer
that works very closely
with the Aston Martin
Everyone give Dan a wave.
Morning, Dan,
thank you so much.
OK, so here we
are in Salesforce.
Now, the marketer
at Aston Martin
would like to create a
personalized campaign that
allows the customers and
the buyers of the DB12
to be able to see videos
and photos of their DB12
as it's being
built. They also
want them to be able
to take advantage
of every customization
during the build process.
But rather than starting
with that dreaded blank
page, we can turn
to Copilot for help.
So, Dan, can
you please ask
Copilot to create us a
really great first draft
showing the personalized
visit, a personalized
build of each
customer's DB12 for me?
We're going to
preview that campaign.
Now, what Copilot
is doing there
is it's bringing all
of your customer data
from Data Cloud and Aston
Martin's brand guidelines
together to create
a really effective
And you can see that
here on the left hand
Now, what's also so
great about Copilot
is it can create content,
it can create headlines,
but I want to take this
a little step further.
I want to make sure we've
got a really personalized
campaign for our
customer, Abigail.
So let's edit this, if
we could, please, Dan.
Now, what we're
going to do
is ask Copilot
to understand
all of the
dynamic business
rules and the
customer data
to know exactly the car
that Abigail has ordered
and where it is in its
production life cycle.
And we're going to use
all of that and the build
times that we know
from Aston Martin
to be able to give
her an update of what
customizations are
available for her right
So, Dan, could you ask us
to do that, please Let's?
Add that personalized
custom add-ons.
It's recommending
to Abigail
the panoramic sunroof
and the tinted windows.
Who doesn't want tinted
windows in their DB12?
You're going to
get them when
you get your DB12, right?
So this is such an
extraordinary time saver
for marketers,
being able to create
that content rather than
that blank sheet of paper.
You can do this at scale.
Aston Martin and
every other brand
like Aston Martin can
also do this at scale.
Now let's jump over
and have a look
So because this is
a single Copilot
across all
Salesforce apps,
what Copilot can
do for us here
is to take all of that
contextual knowledge
into a single place,
looking at the commerce
data, the sales
data, and the
build timelines to
be able to give us
a recommendation
as a merchant.
What's it going to
do for us there, Dan?
What's it going
to recommend?
What it's given me is a
bundle of the carbon fiber
Now, it's given us that
also in the context
that it knows
this has been
popular with customers
just like Abigail before.
Now, the merchant did not
need to change contexts,
didn't need to go to
a different screen,
didn't need to
do anything other
than ask Copilot to help.
And with a
single click, we
can activate
that promotion.
That is how brands
like Aston Martin
Now, let's have a look
at how Aston Martin--
Let's have a
look at how we
can get Copilot for
shoppers, if we could.
So here we are
back in WhatsApp,
Now, Abigail is loving
the updates she's
She wants to know
if that carbon fiber
interior is available
for her personal car.
Now, Copilot is going
to be able to give her
a grounded response
based on her exact data
and those build
guidelines that we talked
about earlier to tell her
not only is the carbon
fiber interior
available, it's
going to go one
step further
and it's going to
recommend the carbon fiber
Now, Abigail
loves that idea,
so she's going to
click Add Both.
That is the power of
Copilot for shoppers.
Now let's have a
look at Copilot
and how we can
collaborate in Slack.
Now, what's so brilliant
about Slack, as you know,
is it brings all of
your interactions,
your automations, and
your conversations
together in a
single place.
Now, I used to
start my day
in Slack going from
channel to channel,
looking at my mentions,
looking for my product
updates, looking at my
projects and my approvals.
And it can be
time consuming.
And I've got to
be honest, it
can be a little
frustrating.
Has anybody
else experienced
that, the frustration of
multiple not to mentions--
Give us a wave of your
hands if you have.
OK, recaps is about to
make your life so much
It provides you with
a single daily digest
of all of the
important updates
and mentions right where
and when you need them.
So prioritizing your day
just got so much easier.
Now, in this
Slack channel,
you will see that an
insight that we shared
from Einstein Pulse
earlier is giving us
Now, let's have
a little look.
The London team
wants to know
what's the most
popular customization
So let's ask Copilot
to help us with this.
Now, what Copilot
is going to do here
is understand all of the
context of that recap.
It's going to reach
to Tableau Pulse
to provide us with the
most relevant insight.
Then it's going to
go one step further
and it's going to allow
us to post that directly
into the most appropriate
channel so our teammates
understand the data that's
most important to them
when they need it,
just with a few clicks.
Now, I can see also that
the dealer has reached out
to us with a particular
customization request.
Now, I want to
jump into that.
But before I do,
for all of you
Slack users out
there, do you
notice anything different
about this channel?
Does it look
different to you?
Dan, I'm going to call
upon you in the hot seat
Tell us what's
going on here.
Why does this
look different?
We are looking at Slack
record channel, which
is a foundational
evolution of Slack core
value proposition,
where the place that you
go to collaborate is
now powered by your CRM.
So without navigating
between applications,
you can view all of that
good Salesforce record
information from within
Slack, where you can also
make updates, log
activity, and kick off
And what's more,
with Slack lists,
you can view all of the
related Salesforce lists
Again, without
moving applications.
So as a member of Aston
Martin's account team
personally, I
have the pleasure
of working with Kent and
the team very frequently.
It's really helpful for me
to know everything that's
happening across
the account
whilst I'm planning
for our meetings
with the rest of
the account team.
That is the power of
Slack record channels.
OK, let's jump back
into the conversation
we were having earlier
on, and let's have
a look at what that
dealer has reached out
with us and that unique
customization request.
Now, it looks like
Abigail has requested
that the interior of
her brand new DB12
matches the British flag.
It is a British
icon, after all.
Of course you want
the British flag
But Copilot is
going to alert us.
It's going to
tell us actually,
Now, the likelihood to buy
has just dropped by 50%,
and it's not because
of the stitching,
not because of the
choice of stitching.
It's going to go
one step further
and it's going
to tell us why
it's seeing that problem.
Now, it looks like with
our current supplier,
the delivery of
that customization
is going to take too
long for Abigail.
She wants that DB12 and
she wants it quickly.
So we can ask Copilot
to help here again.
Is going to understand
for us or show us
the other suppliers
that are available
that have that
interior in stock.
It's going to make a
recommendation for us.
And then with
a single click,
we can place
that work order.
Crisis is averted and
the likelihood to buy
is right back to
where it needs to be
and Abigail will be happy.
And let me just take
a pause right there.
We built a predictive data
model that did a real time
Copilot gave us an alert
of a potential problem
and it then helped
us to solve it
by understanding
the context
and reaching out to
be able to give us
the choice of answers
to resolve it.
That was a single Copilot,
that single Copilot
that we've been
seeing in Slack
and we've been
seeing across
all Salesforce apps,
one persistent Copilot.
That is the power of
AI that takes action.
And that is the power
of collaboration
Now, let me hand back
to Zahra for step four.
It's amazing to see
Copilot in action.
And of course,
remember, we
talked about having the
context of your business
and we recognize that your
businesses are unique.
So how do we ensure that
you have the opportunity
to ground your Copilot
in your context?
And how do we make sure
that you can configure it
Now, I'm going to invite
someone else on stage.
She's flown in
from San Francisco.
So when we clap,
we need to clap
so loud that her family
in Oz can hear her.
So please welcome
EVP Field Service,
It's so wonderful to
be back in London.
This is where I started
my Salesforce career,
so I'm excited to be here.
We have been powering
low code development
at Salesforce from
the beginning.
We've got all of
our trailblazers.
20 million of
them have been
building apps, up to
10 million custom apps.
In a month, we transact
300 billion flows,
280 Apex transactions,
because it's
But the nature of app
development is changing.
It's changing the way
in which we operate
and it's changing the
way in which we build.
Now, all of our
apps today, it's
Before we used to navigate
where our users were using
clicks, but now it's
much more conversational,
We used to instruct
with prompts,
and now we
instruct-- sorry,
we instruct with
code and now we
The large language models
allows us to really infer
So we don't need to
structure all the business
We were data
driven before,
and now we're
data grounded.
So data driven apps,
they're pre-built code,
pre-built UI, but
data grounded,
it's listening
to the context,
it's listening
to that data,
and defining what the
next steps need to be.
So you have to
equip all of that AI
in those skills,
just like you would
new coworkers, which is
why we built the Einstein
So this studio is three
low code builders.
The first is
Prompt Builder.
So Prompt
Builder allows us
to create those
reusable prompts that
allows you to ground in
your own company data.
It allows your users
to be able to know
those instructions
that they need
to talk to the LLM,
and it makes sure
that it is accurate
with the results.
The Model Builder,
because we
know that you might
bring your model,
you might want
to build a model,
or you might want
to tap into one
of those large
public models.
So you can do that
using our Model Builder.
And our third builder
is the Copilot Builder.
And this is where
we can create
those standard actions,
those custom actions that
are relevant for the tasks
within your business.
So with all
these AI tools,
we come together
to give those AI
skills that are relevant
for your business.
But we don't want just
to be able to respond--
the AI to respond
to our requests.
We want the AI to act on
our behalf, which takes us
to our fifth and
final chapter here.
41% of the time
that we have today
It is low value add
administrative tasks.
I think that's about
three hours a day.
So imagine how
much productivity
you should be giving back
to your organization.
Which is why we've
been very busy building
And now Copilot can
take action for you
to take away all
of that repetitive,
time intensive work,
really solve those end
to end processes so
that you can spend
time on your customer
relationships
and the work that matters.
In fact, Justin,
I got you.
So your washer dryer,
it should notify you
and it should create
that service ticket
and send a technician
out to fix it.
But how does that happen?
So what we need
to do here is
it could be that a user,
as you saw Jocelyn do,
have a prompt or
a question when
Or it could be because
there is a data change.
And that prompts
Einstein Copilot to act.
Einstein Copilot
is going to go
find a plan and reason
what are the next steps it
It does this with the
Einstein planner service.
So here it's taking
all of these actions
and putting them
together in a sequence.
The more actions you have,
the more steps and actions
you can chain together,
the more complex a task
And just like your
friendly co-worker,
Einstein Copilot
can clarify intent,
can gather input, and
bring that together
to ask the questions to
make sure we're getting
So those actions, it
knows what actions
to take because we're
using the metadata,
the description
in those actions
helps us know what
steps to take.
Now, I know you
want to see this.
So let's go in
and take a look.
We're going to go back
to our visionary demo.
And where we're
going to start
is this is Luke Purcell,
the customer's mobile app.
He's going to get
a text message.
This is a WhatsApp
message saying
that he has a
service appointment
It's going to get
repaired shortly.
But what's cool about
this is actually
To get to this
point, there
are lots of steps that
were done autonomously.
So let's go in
and take a look
Einstein Copilot is there
in the flow of work.
And here we're at the
screen we were at before.
Einstein Copilot is going
to trigger and notify
a customer service agent
that something's happened.
And that is the low health
score, the asset health
score that's powered
by proactive asset
management, which
was on Data Cloud.
It just created
these thresholds.
This threshold has
changed because
the hydraulics pressure on
the vehicle has dropped.
Now, the service
agent knows this
because the
customer is using
this vehicle for a racing
hobby and the hydraulics
A lot of these steps you
see here create the work
I want to stop
for a moment,
because normally this
would take a lot of time
Figure out
what's going on,
create the service
ticket, order those paths,
find a technician,
notify the customer.
But Copilot has
created all these steps
in the background and has
been able to execute them.
So you're going
to ask me how.
So let's go look under the
hood at how we actually
So it starts with
telemetry data.
And that telemetry data
is powering the access.
You're looking at a flow.
And Flow is
telling me that I
need to engage
that asset data
and the telemetry data
is being analyzed.
Einstein is looking
at that and saying,
oh, I need to
notify the agent.
It's also going
in the background
to look at the
plan of service
to get the steps
that it needs.
It's doing what
you and I would do.
Take a problem, find
a list of solutions,
and solve the
task to be done.
Those solutions
are actions,
and those actions
are in steps
that we build in Copilot.
So let's go take a look
at the Copilot Builder.
Now, the Copilot
Builder, it
is the place
where you have
all the different actions
right here in the screen.
And what it does
is takes a look
at the steps, everything
in your Copilot,
from custom actions to the
actions for Aston Martin,
So, Jonathan, do you want
to kick off a little bit?
And I'm going
to come round,
I think, to have a
little bit of play.
So here, let's simulate
what that plan looks like,
where we want to go and
look at the hydraulics
that just the
telemetry changed
in this particular device.
In the middle, you've
got this entire plan
that Copilot is
now changing.
And it's selected
these steps.
These steps are actions
that were taken.
It's finding the
right actions
for the best thing that
needs to get solved here.
Now, if you recall,
we didn't define
But Copilot, because it
saw those list of actions,
was able to pick
all of that up.
Jonathan, can I
take over, actually?
Just because this is way
more fun if I do this.
OK, but what if
I have a question
and I'm engaging with the
customer service agent?
So let's just go take a
look here and if I say,
well, I want to
know more about
when that's scheduled for
that particular servicing.
But we know that there's
a race that's coming up
this weekend,
and so we need
to be able to look
at it and respond.
What I wanted to
be able to do here
is actually say,
well, actually,
Can you do the
repair sooner?
Because we actually
need to have it
Einstein Copilot knows
that there's urgency here,
that we need to
recommend someone
other than the
regular engineer.
So actually,
see, James here
So let's just--
that's perfect.
And what we've done here
is take a bunch of actions
and Copilot has been able
to define it and schedule
All of this is
possible because we
have all of that
data in Salesforce.
Now, we heard
that Aston Martin
has a very high
touch relationship,
so we want to
curate a customized
message that the service
agent can send out
And to do that, they
use Prompt Builder.
So in Prompt Builder here,
where basically these
are the reusable
templates that we
can use to ensure
and instruct
anybody at Aston
Martin to be
able to use to send a
message to the customer.
So here we're going to
add it here, generate
the notification
for the customer,
outlining the details
of an upcoming service
And as Kent
showed, we actually
want to use that unified
profile from Data Cloud.
And when we see this
unified profile,
I'm actually going to
add that vehicle data in,
because I think that
will also be important
And then we're going to
go ahead and add this now
to the unified profile,
because now we've
got this
personalization model.
So we've got a
notification,
and we're telling
the LLM what
we need to do and
then send the message,
but we also need
to do a flow.
This flow governs
how we are
going to send that
message to the customer
on their
preferred channel.
So let's go test
this now with Luke
and see where
all of this is.
And we are going to be
able to now look at this
and see, well, that's
just-- so I geek out
This is the JSON
message that you
see underneath here,
all the messages
And on the right, this
is the selected text
that brings all
of this together.
And this is the details
of the customer and also
So what you just
saw was Jonathan
was helping us look
at those actions,
pick the actions, have the
conversation that Einstein
I've just built now a
prompt that can be reused.
And that's the
text message
that was sent to the
customer on WhatsApp.
That's the power of
Einstein AI and Data
Cloud, where AI
can act with you
And with that,
back to you, Zahra.
So by now, hopefully we've
illuminated the five steps
for you, and
we really want
to take this journey with
you to enterprise AI.
Because it's you,
our trailblazers,
that make the
magic happen.
And of course, you
know AI is just a tool.
But in the hands of
the trailblazers,
you, our
trailblazers, that's
where careers and
companies and industries
become utterly
transformed.
And there are
some 21 million
of you globally
controlling and driving
benefit worth trillions
within the economy.
And if I consider what
that means for us locally
here in the UK, well,
according to IDC,
they tell us that the
Salesforce ecosystem,
fueled by AI will
unlock $41 billion worth
of benefit and create
500,000 new jobs by 2028.
So we need more
trailblazers
learning and
getting their hands
on these wonderful
tools and technologies.
This world tour, I
think, will hopefully
be shaping up to be
our best one ever.
We've got so much
content for you.
We've got over
80 sessions,
we've got 30
demos, we've got
our brilliant
ecosystem partners over
They will be delighted
to speak to you
and help you
on your journey
wherever you may
be starting from.
And of course,
come back in here,
because we've got
John Lewis Partnership
and we've got BP telling
us their inspiring
And you will not want to
miss our luminary speaker
at 4:30 back in here,
the one and only Martina
Navratilova, who I'm going
to have a little volley
So do come back
here for that.
And of course, we're
building up for Dreamforce
17th to the 19th
of September.
And I hope to see
you in San Francisco.
But just before
you go, you
won't want to
miss this offer.
Whip out your phones
very briefly for me.
Whip out your
phones, because I'm
pleased to share with you
our introductory bundle
for Data Cloud licenses
and professional services
to really get you
going at speed.
And to complement our
already free training
on Trailhead, we are today
giving every attendee
of world tour 50% off
our Data Cloud consultant
So you won't want to
miss that, of course.
And then finally,
before you all go off
into the wonderful world
that is World Tour,
we would love
your feedback.
We want to make this
effective and enjoyable
So you're incredibly
important to us.
So please do share
your feedback.
You've been a wonderful,
wonderful, and supportive
Thank you so much
for listening.