乌鸦传媒

Paris, September 7, 2023 鈥� Building on its strong momentum in generative AI and breadth of customer experience (CX) capabilities, today introduced a Generative AI for CX Foundry for clients using Salesforce. The Foundry is the latest addition to 乌鸦传媒鈥檚 broad portfolio of services that leverage the transformative force of generative AI to fuel innovation and accelerate business value and growth. The Generative AI for CX Foundry will deliver hyper-personalized, data-driven customer experiences by automating customized content creation in a secure, ethical, and responsible manner.

乌鸦传媒 and Salesforce have been collaborating for over a decade to help clients maximize their commercial impact by creating seamless and personalized omnichannel experiences with customer relationship management (CRM). 乌鸦传媒 and Salesforce will bring their decades of data, AI, and customer experience to deliver tangible business value for joint clients and help accelerate their implementation of generative AI for CRM at scale.

鈥淲e are entering new frontiers of customer experience with Generative AI, which will enable us to re-imagine and offer hyper-personalized experiences for both customers and employees, to deliver new services, personalized resolution to customer issues, tailored campaigns, and much more,鈥� said Jean-Marc Gaultier, Head of Group Strategic Initiatives and Partnerships at 乌鸦传媒. 鈥淭he new Generative AI for CX Foundry for clients using Salesforce combines 乌鸦传媒鈥檚 deep expertise in CX and AI implementations across sectors with Salesforce鈥檚 industry-leading CRM platform, enabling clients to deliver solutions efficiently and at scale, using the power of generative AI. With responsible and ethical AI at its core, this collaboration will deliver re-imagined journeys to delight customers within a safe and trusted environment.鈥�

乌鸦传媒鈥檚 generative AI excellence for clients using Salesforce
乌鸦传媒 has been working with clients on generative AI for some time and focuses on helping organizations define their generative AI strategy, select priority use cases, and develop and deploy them at scale. The Generative AI for CX Foundry will help clients using , Salesforce鈥檚 AI technology, accelerate their generative AI investments, exploring CX use cases customized for industries.

鈥淎I has enormous potential to transform how companies interact with customers and drive business growth. It requires the right approach, rooted in trust and transparency, to ensure business and customer data is safe and secure,鈥� said Steve Corfield, Executive Vice President, Alliances & Channels at Salesforce. 鈥淭ogether, Salesforce and 乌鸦传媒 bring the strategy and technical expertise companies need to deploy AI for CRM in a trusted way, drive personalized customer experiences, and deliver actionable business outcomes.鈥�

乌鸦传媒鈥檚 Digital Customer Experience (DCX) Foundry is a set of methodologies, assets, and capabilities that enable clients to deliver transformational CX engagements at scale. This latest expansion of the DCX Foundry will facilitate more productive collaboration between teams, resulting in efficient, integrated generative AI solutions customized to the client鈥檚 existing IT infrastructure, data models, and business processes. Its core five themes include:

鈼� Elevating self-service 鈥� empathetic and comprehensive chatbots with a human-centric approach at its core.
鈼� Augmenting field sales 鈥� empowered sales assistants to develop tailored solutions.
鈼� Applying synthetic design 鈥� automated creation of personalized content at scale for marketing and commerce.
鈼� Enhancing customer service – service assistants for contextual, personalized, and quality customer service.
鈼� Re-orchestrating customer journeys – a combination of products and services businesses can offer to help resolve customer problems end-to-end.

Delivering a new era of passenger experience with 乌鸦传媒 and Salesforce
乌鸦传媒 and Salesforce have been working together to support several leading brands in their CX journey, helping them deploy generative AI to meet the challenges of delivery industrialization and agility at scale. For example, 乌鸦传媒 has been helping Heathrow Airport revamp its passenger experience through its Generative AI for CX offer. 乌鸦传媒 has helped drive value across Heathrow鈥檚 passenger lifecycle by implementing new-age eCommerce and other passenger service solutions.

“At a time when quality of service is paramount, our partnership with 乌鸦传媒 is helping us enhance the experience of the passengers that travel through our airport,鈥� said Pete Burns, Director Marketing and Digital, Heathrow Airport Limited. 鈥淲ith 乌鸦传媒’s CX expertise, we are beginning to use Salesforce’s generative AI solutions to assist, empower, and delight passengers with faster and more personalized customer service.”

This collaboration will allow joint clients to benefit from , accelerating their customer experiences and company productivity with generative AI. The Generative AI for CX Foundry will initially leverageand the Einstein Trust Layer with the intent to expand its suite of capabilities to help clients deliver business value across marketing, sales, service, and commerce.

Salesforce, Einstein, Service Cloud, Einstein Trust Layer, and others are among the trademarks of Salesforce, Inc.