Dreamforce 2022: When the Genie Came out of the Bottle

Dreamforce 2022: When the Genie Came out of the Bottle

This IDC Perspective discusses the key new product and services announcements made by Salesforce at their flagship annual customer conference, Dreamforce, that was held from September 20-22, 2022, at the Moscone Center in San Francisco. At Dreamforce 2022, Salesforce unleashed a range of incremental product innovations that should please its customers. The most important of these products is Genie, Salesforce's new data management platform that brings a new real-time intelligence and automation "magic" across the Salesforce CX platform. In addition, it has enhanced Customer 360, enabling the CDP to be deployed across multiple customer-facing departments "beyond marketing" to provide a single version of customer data truth to be available in all customer engagements. Finally, Slack is now available across the Salesforce Clouds and features many new ease-of-use features. "Salesforce again delivers innovations that scale across its CX platform," said Gerry Brown, CX research director, IDC. "Genie will likely prove another winner in the CX marketplace, and the 'CDP everywhere' and Slack improvements will be welcomed by Salesforce customers. Enterprise buyers are advised to carefully study the small print as there will be a phased release of some functionality during 2023. However, Salesforce's increased focus on Customer Success services should ensure deployments go smoothly and deliver value realization."

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