Deloitte Digital and Salesforce Pave the Way for AI-Driven CRM Innovation

Deloitte Digital and Salesforce have joined forces to offer organizations worldwide the tools and strategies necessary to adopt reliable AI solutions for customer relationship management (CRM). Leveraging Deloitte Digital's expertise in AI services, industry experience, and data protection, the collaboration aims to assist organizations in deploying and expanding the use of Salesforce AI Cloud.

Recent research by Salesforce indicates that 73% of employees perceive generative AI as introducing new security risks, and nearly 60% of those planning to use the technology lack knowledge about data security measures. To address this concern, Deloitte has introduced the Trustworthy AI framework, which identifies six key dimensions for the successful implementation of AI: fairness and impartiality, transparency and explainability, responsibility and accountability, robustness and reliability, privacy preservation, and safety and security.

In addition, Deloitte unveiled a new Generative AI practice that brings together top-notch services, a talented AI workforce, and extensive industry expertise. This practice assists enterprise leaders in shaping their Generative AI strategies and developing cutting-edge AI-powered applications. Deloitte's Trustworthy AI framework supports clients in establishing the required safeguards and navigating ethical considerations throughout the entire process of product development and operation.

"For many years, Deloitte has been leading the industry in AI capabilities anchored in trust. With our extended focus and collaboration with Salesforce, we are able to offer our clients the technical experience and industry-specific knowledge to help them design, develop and deploy AI solutions that optimize CRM processes, enable personalized customer interactions, and generate actionable insights for strategic decision-making," said Jim Rowan, principal and U.S. leader for Deloitte Consulting's Strategy & Analytics business.

Providing clients with a set of CRM strategies  

Deloitte Digital and Salesforce offer clients a set of strategies that are prepared and ready to be deployed for AI in CRM. These strategies are supported by quantitative research and a trust framework, which enables clients to address the security, privacy, and compliance needs of their customers. By implementing these strategies, clients can build loyalty, enhance brand equity, and successfully integrate AI into their CRM practices.

Deloitte Digital's studios feature AI readiness labs that provide immersive experiences tailored to specific industries. These labs allow clients to delve into the possibilities of generative AI and expedite the adoption of Salesforce AI Cloud in sectors such as technology, healthcare, and financial services. Through these industry-specific labs, clients can explore AI use cases relevant to their respective fields and gain a deeper understanding of how AI can be leveraged to drive innovation and enhance business outcomes.

As part of their efforts to ensure success in AI for CRM, the Deloitte AI Academy is dedicated to upskilling professionals worldwide. This commitment involves training programs designed to develop and improve skills in generative AI for CRM. By investing in these training initiatives, the Deloitte AI Academy aims to cultivate the next generation of talent in AI and equip them with the necessary expertise to drive CRM innovation.

"Today every organization must become an AI-first company to compete, and that can only be done by adopting technologies rooted in trust and transparency. Salesforce's work with Deloitte Digital will help ensure organizations have the strategies and technologies they need to confidently adopt and deploy AI for CRM, driving personalized customer experiences and immediate business outcomes," said Clara Shih, CEO of Salesforce AI.