Customer 360

Become more competitive by developing a superior customer experience through data, AI, and trust—and get your organisation ready for AI agents like Agentforce.

Customer 360: How Data, AI, and Trust Changes Everything delivers key insight and vision on using emerging technologies to delight customers and become more competitive by providing a superior customer experience. Find out why AI agents like Agentforce need a strong foundation of customer data. This book helps readers attract and engage their customers across channels and throughout their journey, from acquisition and onboarding, through service, upsell, retention, and win-back.

To demonstrate the influence and importance of these ideas, the book contains a multitude of real-world case studies from companies in a range of industries, with diverse business models, and at various stages of digital maturity. Readers will learn about:

• Using exciting technologies like AI and GPT while building a commitment to ethical use, safety, and privacy through secure guardrails.
• Getting ready to utilise exciting emerging technologies such as AI agents and autonomous AI.
• Organising data around customers, prospects, and accounts—even if that data comes from many different sources in different formats.
• Making new technologies an extension of your existing data investments so that both work better.
• Choosing a strategy and implementation plan to minimise time-to-value and ensure success by weighing build, buy, or partner options.
• Handling internal stakeholders and managing change in a way that benefits the business.

For business leaders, executives, managers, and entrepreneurs, Customer 360: How Data, AI, and Trust Changes Everything is an essential read to understand and connect technology, people, processes, and strategy—truly the future of customer engagement—and leave competitors wondering what just happened.