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Our Top Spots From Salesforce World Tour New York 2023

Natterbox Team


Salesforce World Tour landed in New York last week. We were there to take in the latest news and updates to the world’s most popular CRM. With numerous keynote sessions and scores of exhibitors there’s a lot to take in, so here’s our top 3 spots from this year’s event.

AI Will Play an Increasingly Pivotal Role

Cory Haynes, VP of Financial Services GTM at Salesforce, reassures us that AI is not here to replace us, but rather to help us. By leveraging Salesforce’s AI capabilities and real-time customer data, businesses can personalize and scale their services, leading to increased customer loyalty and exceptional experiences. 

Salesforce announced plans to collaborate with Accenture to accelerate the deployment of generative AI for CRM. Together, the companies intend to establish a hub for generative AI that provides organizations with the technology and experience they need to scale Einstein GPT—Salesforce’s generative AI for CRM—helping to increase employee productivity and transform customer experiences.

New Initiative to Reduce The Carbon Footprint of Software

Salesforce launched ‘Green Code,’ a new initiative to help reduce carbon emissions associated with the software development lifecycle. Green Code features newly-released sustainability best practices that help technologists — from UX designers and software developers to system architects and IT operations managers — accelerate the world’s journey to net zero. 

The information and communication technology sector is responsible for up to 3.9% of global emissions — almost as much as the airline and shipping industries. These emissions are expected to rise as organizations increasingly rely on software to drive their operations and accelerate their digital transformation.

According to new Salesforce research, 75% of technologists want to develop software applications that do less harm to the environment, but nearly half don’t know how. To track progress, Salesforce has created a metric called Carbon to Serve, which measures the emissions of its data centers relative to work performed by its applications. Since establishing the metric in 2020, Salesforce has achieved a 26% reduction and aims to continue reducing emissions in the future.

Lack of Tech Investment is Holding Back Employee Productivity

The new State of Work Report finds that companies are missing opportunities to unlock new levels of employee productivity with time-saving technologies, hybrid work, and talent development. The report, based on a global survey of more than 18,000 desk workers, found only 23% of companies are investing in technology to improve productivity and efficiency.

Many organizations are stuck in old ways of working and antiquated approaches to driving productivity. In fact employees say they are spending on average 32% of their time on performative work that doesn’t contribute to company and team goals but is done to appear productive and 43% say that their team has not created automations to make their work processes easier or more efficient.

At Natterbox, we were pleased to see this insight being highlighted. We’re working with customers to develop ever more powerful tools that not only support new ways of working such as remote and hybrid working patterns but also help to automate typically time consuming tasks such as call wrap ups. When it comes to talent development, we know that our customers really value features such as Speech Analytics which can be used to help identify areas where employees can improve their performance, without the need to spend hours listening in to calls. With the further growth and development of AI and other productivity tools, Natterbox will continue to develop solutions that grow productivity and enhance the customer experience.

As the curtains closed on Salesforce World Tour New York City, attendees were left with a resounding message: the future is already here, and those who have yet to embark on their digital transformation journey must start NOW. We look forward to seeing you at our upcoming events.