Salesforce unveiled Salesforce Genie, a hyper-scale real-time data platform that powers the entire Salesforce Customer 360 platform. With Genie, every company can turn data into customer magic, delivering seamless, highly personalized experiences across sales, service, marketing, and commerce that continuously adapt to changing customer information and needs in real-time.
Today, 71% of customers expect every interaction with a business to be personalized. However, data remains siloed and duplicative across most companies. Companies, on average, have 976 separate applications to run their business — that’s potentially 976 versions of a single customer, leading to disconnected digital experiences. Responding to customer needs in real-time is more critical than ever but is becoming more challenging as the amount of data created, captured, replicated, and consumed each year is expected to double by 2026. Companies must seamlessly connect digital and real-world customer interactions in order to provide the most relevant, personalized, and compelling experiences at every moment.
A sales rep can no longer rely on in-person communication to close a large deal — reps need real-time insights about every customer, based on real-time and historical data, to act on the most relevant information at the moment, every time. A service agent risks losing a valuable customer if they lack a complete, real-time view across every touchpoint — every agent needs a source of real-time customer truth. Healthcare providers can deliver proactive guidance and care recommendations with real-time patient data.
“Every business leader wants to take advantage of real-time data to create compelling, personalized customer experiences — milliseconds matter in this new digital-first world,” said David Schmaier, President and Chief Product Officer of Salesforce. “That’s why we built Genie, our most significant innovation ever on the Salesforce Platform. Genie makes every part of Customer 360 more automated, intelligent and real-time.”
SalesforceGenie: Unify data to build a real-time customer graph and a single source of truth
As the heart of real-time Customer 360, Salesforce Genie ingests and stores real-time data streams at a massive scale and combines it with Salesforce transactional data. Genie includes built-in connectors that bring in data from every channel (mobile, web, APIs), legacy data through MuleSoft, and historical data from proprietary data lakes.
Genie transforms and harmonizes the data into a real-time customer graph – a unified customer profile record. Because Genie is built using the Salesforce metadata model, everything in the customer graph is visible and actionable across the entire Customer 360, every industry solution, AppExchange, and customer apps.
With Genie, Einstein AI and Flow automation services can harness the power of hyperscale real-time data to enable more dynamic and responsive actions and engagement. Einstein, which generates over 175 billion predictions every day, can now deliver personalization and predictions based on real-time data. Flow automation, which saves customers over 100 billion hours every month, can use real-time data to automatically trigger actions.
And Genie runs on Hyperforce, Salesforce’s public cloud infrastructure. Hyperforce provides data residency, security, privacy, and regulatory compliance controls, with built-in data ethics features that govern data and increase consumer trust.
Partnerships expand the power of Genie with data, AI, and advertising innovation:
- Secure real-time and open data sharing between Salesforce and Snowflakeallows Genie to directly access data stored in Snowflake and vice-versa, enabling real-time customer 360 views across the two platforms without moving or duplicating data
- ‘Bring your own AI’ with Amazon SageMaker enables organizations and their data scientists to use SageMaker, Amazon’s cloud machine learning platform, directly with Einstein, Salesforce’s AI technology, to build new AI models tailored to the unique needs of their business, and use them in real-time across the Customer 360.
- First-party advertising with partners such as Amazon Ads or Meta enables new privacy-safe integrations for advertising activation and aggregated insights — powered by unified first-party data from Salesforce CDP — for more personalized and efficient marketing at scale.
- New AppExchange Genie Collection features 18 Genie partners with apps and experts that help companies automate relevant advertising, enrich customer profiles, and extend the power of real-time data with Salesforce.
Customer 360: The world’s first real-time CRM
Now, Genie makes every Customer 360 cloud and industry solution automated, intelligent, and real-time.