Salesforce, Inc. (CRM) Earnings Call Transcript & Summary

All right. Hi, everyone. My name is Heidi, and I am the senior account executive at Salesforce ASEAN. So thank you for taking the time to join the webinar today. We are excited to share about how Marketing Cloud can help you optimize conversions and reduce costs with AI-driven one-to-one [Audio Gap] give a quick reminder that Salesforce is a public traded organization and customers should base on the operating decisions on products and services that are currently available. [Audio Gap] Allow me to run through a few housekeeping pointers so that you can best benefit from this session. Bottom of the console, where you can ask me and my co-host questions at any time. We will address them -- all the questions -- at the end. So should you somehow be facing any connectivity issues during the event, don't fret, feel free to refresh your browsers, and it will bring you back to the live event in just a couple of seconds. And a recording of this session will be sent to you after this event for your easy access. We have also posted a link to additional resources under related content, which you can download and peruse later. Now feel free to sit back, relax and have a great session. Now let's jump into the agenda for today. So first of all, [ Vas,] which is generative AI. And subsequently, we will go through the AI plus data, plus CRM for real-time personalization. Now the third topic is the demo, where I will pass it to my colleague, Reenu Thomas, to go through the visual effect of how all this will actually come together in action. And after the demo, we will have a fireside chat with Melissa Valdez, who is the VP from the Bank of Philippine Islands, or in short [Audio Gap] experience. We will also have allocated some time for audience Q&A and to end with closing thoughts and also remarks. And with that, let me just begin with the session. Now there's actually a paradigm shift happening in technology today with the introduction of generative AI. Innovation in AR is happening at a pace we have never seen before. Using ChatGPT to help write a post wasn't possible a few months ago. And it's more than just a gimmick. It is disrupting marketing organizations with a promise of time consuming, increasing precision and changing the way you interact with marketing systems. If it is not or not already in your business, it will be, and it is an exciting time. And similar to the age of computing, which creates new jobs, it is my belief that AI will do the same. AI will help us realize our goals of driving growth with greater efficiency and it will also help us build lasting customer relationship. But every company needs to transform now. They need to embrace AI to scale, do more with their first-party data and use tools like Marketing Cloud to connect with customers in a whole new way. With no questions around driving connected relationships, increasing customer lifetime values, managing relationships at scale and increasing overall conversion rates are top of mind. With many brands struggling to meet their customer expectations, it's never been a better time to solve this. In the recent trends report, we found that 67% of marketers see an increase in conversion rates when personalizing their marketing efforts. And it is my belief that we can use generative AI advancements to navigate the change and deliver more effective marketing programs. AI is here to help, not replace. Our most valuable asset is time, and that's exactly what technology like ChatGPT can give us by -- first of all, launching a marketing campaign, for example, used to require hours and hours of manual labors to dig through past campaign data together inside and right to brief, which was incredibly time-consuming, and identify and build out audience segments, write the e-mail content at any variance as they wanted to test of use for personalization, and then manually build out across channels journeys. But now with the help of GPT, all of this can be created, assisted through simple prompting with the marketers in the loop at every step, a huge time savings. And needless to say, all of us at Salesforce are very excited about the opportunities that generative AI can create. Just like we spearheaded the transformation from software to the cloud, we are now leading the transformation from cloud to AI with a combination of AI plus data plus CRM and our unique approach to protecting your data and your customers, we are bringing trusted GPT capabilities to every company. And trust is Salesforce's #1 value, and developing trusted AI that prioritizes ethical and responsible use is one of the fundamental elements of our overall philosophy. And today, I feel I'm very excited to introduce Marketing GPT, the first GPT enabled -- marketing platform built on the world's first and most trusted CRM. We are reimagining Marketing Cloud with generative AI innovations that will transform the way you interact with your marketing systems. And AI is the new UI, and it will allow you to, first of all, fill the creativity with data-driven answers. You will be able to use your trusted customer data to inform things like campaign strategy, audiences and content. It will also help to unlock the efficiency, right? You'll be able to use your trusted customer data to inform things like campaign strategy, audiences and content. And it will also help to unlock the efficiency with GPT-enabled campaigns, saving you countless hours on every step of the campaign life cycle. And last but not least, it will redefine the limits of personalization at scale with a combination of generative AI content creation and predictive AI recommendation. And this is all closer than you might realize. I'm excited to announce Marketing GPT's first 3 innovations that you can look forward to very soon. The first innovation is a marketing GPT called AI-driven segment creation that will be piloting next month. So with this innovation, Einstein GPT can help you as a marketer in drafting out a campaign brief based on your keywords and KPIs, as you can see over here, in this conversational window. And furthermore, when it comes to the segment targeting for this campaign, again, you can describe and define the key segment that you would like to target and Einstein GPT will automatically help to build powerful tailored segments and filter recommendations based on trusted customer data. Campaign and segment creation has never been easier. And Einstein GPT translates her natural language into the appropriate segment attributes by marketers tell us that their biggest challenge is actually creating content for personalization. Now the next innovation under Einstein GPT, I'm excited to announce, is the e-mail content creation that will pilot in this October. This takes our campaign and segment creation a step further, we're empowering you as marketer to create personalized e-mail subject lines and body copy variants to choose from and make improvements to your e-mail content seamlessly or with the help of Einstein GPT. And last but not the least, with a new marketing GPT partnership with type 4 -- Typeface coming soon to enrich and supercharge your content creation experience. This innovation empowers you as marketers to leverage Typefaces generative AI content platform to create contextual vision assets for multichannel campaigns within the Marketing GPT based on specific brand voice, style guides and messaging of your brand and company, ensuring that even your visions and imagery is optimized for your customers' engagement. And now let's just shift gear a little bit to dive a bit deeper into the Marketing Cloud personalization. It is a real-time solution that automates dynamic offers for each customer using AI-driven one-to-one experience. So you can, first of all, personalize moments across the customer journey with the real-time behavioral data for marketing, sales and service. And secondly, it will help you to engage with real-time recommendations using AI to tailor content, offers and experience for each individual. And last but not least, on engagement by increasing conversion, order value and customer loyalty. And all this adds up to a tremendous ROI for your business. Software organizations, Paycor saw an amazing 164% increase in conversion when they employed personalization. Now personalization provides enormous value throughout the customer life cycle and allows you to always to be relevant to your customers and prospects at whatever stage of the customer journey they are in. In an awareness stage, drive visitors to your website to convert by personalizing the home page image and call to action or trigger the follow-up journey. It also helps to increase the conversions with next-best offers and product recommendations in-app or on-site in real time that are relevant to each customer interest. It also helps to personalize the onboarding experience with relevant content on the website or in your mobile app or include a brief survey in the site of process to better understand your customer wants and needs. Then use Journey Builder to drive engagement with trigger targeted messages based on product affinities and incentives like promoting sales or notifying a customer when an item they view is based in stock. And last but not least, retain your customers with an experience that keeps them coming back by equipping sales and service agents with behavioral data and next-best offer [Audio Gap] combinations. Now very quickly, let's just jump straight to how Einstein GPT enrichment works. First of all, you will start with a prompt, then you enrich with trusted customer data [Audio Gap] in your CRM. This brings an important data store in Data Cloud, but also ensures data security and privacy. When [Audio Gap] language models run, only enough informations to make a decision is judged -- is not stored in any external systems and your data is not mixed with any of the public data. And finally, the generated content is more accurate and personalized because of the enrichment. Now let's take a look at the result of the prompt. Both of these e-mails have been generated by GPT. But you can see that in our version that's been enriched with CRM data that details the fact that they have been attended. Connections before and a long-time earning customer have been added to the e-mail. And just to reiterate, because it is important, we will not use customer data to train our models. Your data, say, [indiscernible]. So that's how Einstein GPT enrichment works. It works by using AI to enrich and personalize the content as to deliver customer magic. And now before I hand it over to Reenu for her to present this customer magic to you, let me summarize by showing you the key differentiation of Salesforce personalization. High station capabilities are critical to delivering a modern customer experience. And that's why we continue to make investment in our personalization solution that we believe makes it the recognized market leader. First of all, it delivers real-time behavioral. In less than 30 milliseconds, it can react in milliseconds to a customer's true affinities, interests and intent signals as a solution. That means those expectations in the exact right moment, they need to deliver. And what about actionable AI? It's the state-of-the-art AI decisioning capabilities driven by Einstein as an engine that drives personalization, understand what [Audio Gap] in every customer. And finally, on CRM company, we have built the Salesforce 360 that captures your customer across from sales to service, to commerce, to marketing, delivering on the promise of efficient, personalized one-to-one experience across the entire customer experience consistently to deliver the true customer magic to your customers. And with that, let me introduce you, Reenu [Audio Gap] the next 15 minutes to show us the demo as to allow us to better appreciate all the capabilities in a better visual effect. And with that, over to you, Reenu.

All right. Thanks, Heidi. Now with that, let's head into a platform demonstration to showcase how exactly we can leverage AI-driven insights to deliver one-to-one personalized experiences to our customers and at scale. So for today's demo, we're going to be basing it off a fictitious brand called Northern Trail Outfitters, or NTO for short. They are basically an outdoor sportswear and apparels retailer. Now the focus for our story is about a potential NTO prospect, Rachel Morez. So Rachel is a fitness enthusiast who loves the outdoors, and she has an upcoming hiking trip for which she needs to prepare and purchase some items like running shoes and camping gears. So we're going to look at how we can support her in her goal for today. But more importantly, we're going to look at how can we empower NTO and their marketing team in acquiring and nurturing interest of new prospects like Rachel, all the way to looking at how we can also retain and build long-lasting relationships with their customers, all through the power of AI-driven personalization. So now with that, let's head into the shoes of Rachel. So as I mentioned, she is looking for a few items for her upcoming hiking trip. So as part of her search online, she comes across the NTO website. Now here, she starts to browse through various different product categories around running shoes, hiking shoes, starts to browse through some of the product detail pages as well. She's also interested in getting some tops and bottoms around running and hiking as well, so this is where she starts to explore some of those items. So now bear in mind, as Rachel is browsing through the website, if you see at the top right-hand corner, she has not signed in or logged in. So to Northern Trail Outfitters, Rachel is still just an anonymous visitor. But even then, what's happening behind the scenes is that NTO is able to capture all of this real-time behavior to already start to deliver personalized experiences across to even anonymous visitors like Rachel. So here, jumping behind the scenes into the perspective of your marketer at NTO, the moment that Rachel has started her browsing experience on the NTO website as an anonymous user, what's happening behind the scenes is that an anonymous profile like this has also been created automatically where, for example, we see this user browsing in from Singapore. Now within this profile here, I'd like to bring your attention to the event stream. Now this is where every single action that Rachel has taken, from her coming out to the home page, clicking to the various product categories and even the product detail pages as well, every single one of these actions are being captured here under the event stream. Now with these events being captured, the AI-driven personalization engine on the right-hand side over here is then able to generate affinities around this individual. So based on the individual's behavior captured, we can already start to understand that, okay, this individual is potentially interested in running and hiking gears. We can also see what sort of features and quality they are looking for in their products. And even down to color combinations that they are interested in as well, all based in this real-time browsing behavior. Now with these affinities generated, this is where we can then leverage our AI-driven engine to deliver those next best recommendations. So one in particular that I wanted to highlight for now is there's Einstein Recipes that we have within the platform as well. So with Einstein Recipes, we can leverage machine learning algorithms in addition to your own business rules to generate those next best promotions, next best product and content recommendations across to your customers. And by the way, all of this is happening in real time. Now let's see how this looks like from Rachel's experience. So now let's see if Rachel continues to browse or even if, let's say, she abandons her browser and comes back on to the website. What she sees is that the whole experience has now been personalized to her context. For example, she sees personalized banners pertaining to promotions around running shoes and even promotions around NTO running community being surfaced to her as well, very relevant to what she was looking at earlier. We also see that there are some next best products being recommended to her, again, based on those real-time affinities and interests that we've captured around her around hiking and running gears that she's interested in. So through this differentiated, personalized one-to-one experience, Rachel is drawn to continue exploring some of the recommended products. And this is what draws her to continue exploring some of the products that NTO has the offer as well. So here, she continues to browse. Now while she's browsing, let's say she's distracted by a call, and she's about to abandon her browse. Now this is where she might then move her cursor to the top left-hand corner to close off the tab. Now what we can then start to do -- because at this point in time, Rachel is still an anonymous visitor, so we want to get her to identify herself. So through things like this real-time prompt that is surfaced over here, inviting Rachel to actually sign up for the loyalty program so that she can enjoy a 10% off her first purchase with NTO. So this is an offer that Rachel cannot refuse. So she goes ahead, clicks into the call to action and eventually decides to sign up for the loyalty program. Now what we've achieved over here is getting these anonymous visitors to actually drop in their details to identify themselves so that we can start to nurture and personalize their experiences beyond just the website. So of course, with this 10% that she receives after she signed up for the loyalty program, Rachel goes ahead and she actually purchases her first item with NTO, which is a pair of running shoes. Now beyond this first purchase, we also want to nurture customers to make those subsequent purchases and ultimately convert into frequent buyers. Now how we can achieve that is through having a single source of truth around your customers, on which we can start to segment and create niche segments, and this is where we can then deliver next best promotions and marketing campaigns across your customers. Now for that, I'm going to step into the shoes of our marketer and we're going to head back into the Salesforce platform. More specifically, here we are within our data cloud module, where I can do exactly that. So to power this single source of truth, here we are within our data streams, where with simple point and click, I'm easily able to pull together data from all my different data sources with prebuilt connectors. So whether that's within the Salesforce ecosystem or from your external data basis, we have pre-built connectors for you to easily ingest data into the Salesforce platform. And of course, once we've established those data streams, all of the data streams are then harmonized and also pushed through identity resolution rules so they can finally achieve this single unified view of your customers across the entire organization. Now with these unified profiles, this is where marketers are now empowered to create niche segments based on these unified data points. So here we are in our segment builder. Now with simple drag and drop, I can start to build out segment based on various data points of customers. So whether that's bringing in loyalty data into my segmentation, I can also bring in real-time browsing affinities of customers across your website or mobile application into the segmentation here as well, I can pull in past transactional data. And we can even leverage derived calculations like customer lifetime value, or in this case, purchase insights to further fine-tune your customer segmentation. Now once we have put together these criteria and prepared these segments, these segments can then be activated across a variety of different touch points, whether that's pushing this segment across the digital ad networks. But in my case, what I've chosen to do as a marketer is I'd like to activate this segment across into an omnichannel journey that I've created within the Marketing Cloud platform. So here, I've built an omnichannel journey to target and nurture the segment that I've just identified of new loyalty members that have not been engaging with us since their first purchase. So this is the segment that we've just built and that has been natively pushed across to this journey entry over here. And for the rest of the journey, again, with simple drag and drop, I'm able to start to weave together different channels like e-mail, SMS, push notifications, chat-on-chat channels like WhatsApp and Line, and even weaving in social media ads as part of our journey as well. And of course, our omnichannel journey is our further supercharged with AI-driven insights. For example, here, we've got Einstein send time optimization, which is able to deliver marketing communications out to your customers at their preferred and optimal time of engagement. So this really ensures that we are maximizing that engagement with our customers with all our marketing communications that we are sending out to them. All right. So now let's see how this translates into Rachel's experience. So let's say Rachel has been identified as a part of this segment that we've activated over here through this omnichannel journey. Let's see how this looks like from Rachel's point of view. So one day after Rachel has not been engaging with NTO for the last couple of months, she receives a timely cadence of omnichannel communications like this email over here, reminding her firstly of the perks that she has for her loyalty program and specifically for her loyalty tier. And also in the e-mail, she sees very relevant products being recommended to her as well, which piques her interest. And this causes her to actually click through the e-mail and head over to the website to continue exploring some of these recommended products. And eventually, as she continues to browse, she makes her subsequent purchase with NTO, which is great news for the NTO marketing team. Now in terms of wrapping up all of our marketing efforts over here, this is also where -- again, going back behind the scenes as well, the marketing team in NTO can actually head into our marketing intelligence module for them to have a single end-to-end view into their marketing campaigns that they are running, and also how they are tracking across with their key marketing KPIs as well. Now within this customizable dashboard, the marketers can also drill into a very specific granular details of how each of their campaigns are performing across various channels and segments and audience types as well. Now on top of that, their marketing intelligence is also further enriched with AI-driven insights, as you can see at the top over here, which we refer to as our Einstein marketing insights, which provides NTO marketers with further insight in terms of what's working and what's not working within their campaigns, and they are also able to provide recommendations in terms of types of content and audience segments to leverage to further optimize their marketing campaign performance. So all in all, really helping the NTO team to meet and even exceed their marketing KPIs. So with that, we've come to the end of the platform demonstration of how we empowered the NTO marketing team and even you as marketers running in online to deliver one-to-one, AI-driven personalized experiences, add scale to your customers that can lead to greater engagement and greater convergence amongst your prospects and your customers. Now with that, I'll be passing back the time to Heidi to warm up the crowd with a fun and exciting fireside chat.

Thank you, Reenu. Thanks for the exciting demo.

All right. Thanks, Heidi.

Now with that, let's head into the fireside chat. And now with that, I would like to introduce Melissa Joy Valdez. She's the Vice President, Head of Project Program Management and Systems Support divisions, customers and marketing group from Bank of Philippines Islands, or BPI.

Thank you for the introduction. So as Heidi mentioned, I'm Melissa Valdez, and I head the Project Program Management division of the customer and marketing group of BPI. BPI is one of the largest universal banks in the Philippines and is the first bank in Southeast Asia. We are, in fact, celebrating our 172 years this August. Together with our various subsidiaries and affiliates, we offer a wide range of financial products and solutions that serve both retail and corporate clients. I've been heading my team for the past 10 years, and my role has been to lead implementations of marketing technology solutions that support strategic goals of our group. And Salesforce has been a key partner in these past years in delivering these solutions.

All right. Thanks, Melissa. Thanks for the great introduction about yourself, your company, as well as your role. So Melissa, I just want to actually have this fireside chat with you to also understand about -- so based on what we have discussed so far, what was -- or what were your business objectives or challenges you were facing before using Salesforce?

Okay. So we have been using Marketing Cloud for quite some time, along with -- its Einstein and AB Testing functions. And we were looking to further enhance our capabilities on personalization and customer journey orchestration. We wanted to find more ways to identify relevant customer events at the moment they happen, understand the customers' behavior and the potential need or the job to be done so that we could engage with them at the right time with the right offer. And based on what we saw with marketing personalization or interaction studio, we believe it would be a good complement to our existing marketing technology suite.

Right. Okay. That's -- really excited to know that. And can you also give us a couple of examples of how you're using Marketing Cloud personalization or Interaction Studio as an over to help to solve this kind of business challenges?

Okay. So let me give you a couple of examples. We've used Interaction Studio for acquisition and usage campaigns through website personalization. And Reenu discussed this in detail earlier. So based on their browsing behavior, clients' next visits will be tailored to its interest. For instance, if he browses certain product pages or promos, on his next website visit, he will be served with the Hero banner or call to action for the products or promos where he has the highest affinity. Another example, if the client abandons an application form on his next visit, the home page will display the CPA for the particular product application so he can be enticed to continue with this application journey. So in these use cases, we utilize the identity resolution capability of Interaction Studio that Reenu discussed earlier to stitch the behavior of unknown website visitors with known data about them and also control groups so that we can further assess campaign effectiveness and modify them as necessary. Another use case we've had for marketing personalization or Interaction Studio is for real-time usage campaign offers. So for instance, when a client performs a transaction in real time, we send personalized dynamic next best offers via e-mail based on an affinity model so that we can best give them the right promos that might suit their needs. So these are just a couple of examples of how we've used Interaction Studio to further enhance our customers' experiences with their products and channels.

Right. That's really, really great to hear. And by having all this Interaction Studio or Marketing Cloud personalization that is being embraced in BPI, we just also want to know about how has the business changed in terms of given you the kind of business outcomes that you're looking for?

Okay. We've seen improvements in the marketing funnel. For example, in one of the campaigns I mentioned earlier, we've seen a positive lift versus the control group in completion of abandoned applications. And the high conversion for those website visits were personalized versus those who are not. And we're also seeing positive lift in the usage campaigns, I mentioned earlier. But from a more holistic point of view, with Interaction Studio, our perspective on potential use cases has widened. It has unlocked capabilities previously not available to us. It has opened new channels for a personalized engagement. It has enabled us to design, build and analyze more real-time use cases faster. And also, it allowed us to stitch, as I mentioned earlier, known and unknown customers to provide more personalized offers and experiences across channels. But in the past, we focused on these 2 customer groups and marketed with them separately.

All right. That's really exciting, right? So -- and knowing that you've been already using Interaction Studio and Marketing Cloud Personalization for now, and we also want to know like what about the road map for the future, what is the plan that you're having for Interaction Studio or Marketing Cloud Personalization?

Okay. So some things in the pipeline for us, we intend to further explore and maximize the capabilities of Interaction Studio, especially its AI capabilities, the Einstein Recipes, Reenu mentioned earlier and further maximize AB Testing. We also intend, once available, to leverage Gen AI for content generation and testing. And just recently, we launched our new website, and now we're working on integrating IS with its upgraded capabilities. So we're also looking at implementing personalization and other engagement channels as well, such as our various bank apps. And Reenu touched on this briefly earlier. We're also looking at integrating Interaction Studio with the customer data platform. So if we can put together various data sources on client profiles and engagement, create more targeted segments, easily activate campaigns across more channels, while, of course, ensuring a consistent client experience when we do so. With Marketing Cloud Personalization, we intend to build more use cases combining offline data sources with real-time client behavior such as card swipes, behavior in various digital channels, website -- website behavior, et cetera. And marketing intelligence, of course, is one of the tools that we plan to use so we can analyze the performance of our campaigns and readily identify areas to improve on. All these plans are in line with our end goal to, of course, deliver a personalized, seamless omnichannel experience to our various customers.

Right, and that's very good. And it is really -- what we have heard so far is BPI is really taking Salesforce platform as the next level to actually transform or to actually help BPI to become a customer company. And that is really amazing to know that. So Melissa, so this is just the last question before we will let you go. Since we have so many audience based in the webinar, we just want to also fit on your marine and also get some advice from you on what will be your advice to the people who are actually planning the customer personalization strategy.

Okay. So my first advice would be to start small, performed tests and learn. It's an effective approach while you're figuring out your personalization strategies because it differs across industries, and even within the same -- even within different companies in the same industries, right? Next is make sure you have readily available quality data, because that's key to your personalization experiments. Third, involve all of the stakeholders, whether it's product groups, marketing groups, customer segment owners, data and analytics teams so that all relevant points that we have considered, the right decisions are made faster and feedback are acted on immediately. And most importantly, before you begin, identify your target customers and what they need and understand their journey. So that the experience and design will be relevant to them and hopefully, it will ultimately increase their engagement levels with their products.

All right. And thank you so much, Melissa, for a very exciting 10 or 15 minutes that we had as a fireside chat with you. And that is really insightful, and we really appreciate you taking your time off from your busy schedule to actually attend to this session, and we really appreciate your help. And with that, thank you, Melissa for your help -- your fireside chat, and thank you.

Thank you, Heidi.

All right. So with that, we will -- we actually appreciate the time from Melissa. And now let's look at some of the questions where we are seeing from the chat box. So let me just start with this question. Wow, there are really very good questions that we are seeing. So please have those questions there. Let me just take some of them. This is a question from [ Casari ]. The new products looks very exciting. Can you share what are the prerequisite Salesforce licenses required for each of the 3 products? Yes. So this ChatGPT that we are having is a product that we are going to be GA soon. So when it comes to the packaging in terms of the licenses, the prerequisite, we will get back to you very soon on Q3. So -- and that is something that you may want to actually stay tuned. We will be able to announce when this has actually come on GA. And therefore, feel free to reach out to the Salesforce account executive who is actually attending to you, and therefore, you'll get more information from he or she. Okay. Let me see, there are more questions. Yes, there's a question from [ Chan Chun Lai ]. Is Einstein GPT part of the Einstein product or separate license? Yes. So again, it won't be a separate license, and we will come back to you with the license that's required for that. All right. So keep -- so feel free to have those questions keep coming. So we have Reenu here, who is the solution engineer who actually did the demo just now. She'll be answering those questions in the chat box. Just so that you know, for the cautious of time, I will not be able to read all the questions, but they are some of the common questions that we are seeing. So one of them is a very common question from what we have actually gotten a lot is, what is the difference between AI, generative AI and GPT? Right? So I suppose this is also some of the questions that a lot of audience have in mind. So let me just quickly touch on that. So when we talk about generative AI -- so one of the main technologies that comes to it is ChatGPT, right, which most of us here have interacted with and hence have experiences in generative AI. So what is -- what differences generative AI from the traditional AI is the key difference is that while traditional AI leverage machine learning models to identify patterns and provide predictions based on your training set of data, when it comes to the generative AI, it is designed and built on algorithm model with the sole purpose of generating new and relevant content, as the name suggests, which is an incredibly powerful tool to leverage for marketers that rely a lot of new content creation. Now Einstein GPT brings the generative AI technology to your fingertips within our marketing capabilities to help you generate powerful, personalized content at scale across your marketing communications and journeys. All right. So this is really -- the really common questions that we are seeing. And let me see if there are other questions. All right. So feel free to get those questions across. We have our Salesforce colleagues here, they are also answering in the chat box. So feel free to actually send more and more in the chat box.

Okay. Hi, everyone. Reenu here, the solution engineer from the Salesforce team. Just wanted to also bring up some other questions that are coming in into our chat box over here. So I think there was a question around how can we utilize the capabilities? Do we have to have any prerequisite of the solutions? So maybe just to highlight some of the capabilities that Heidi mentioned earlier, right, so for example, the segment creation. So that is actually based on data cloud, which is -- for most of us here who are familiar, this is our customer data platform that we're talking about, where we can create those unified single source of truth around your customers to then be able to create more targeted niche segments. So this is where the ChatGPT or the Einstein GPT functionality comes in to help you create more smarter, more advanced segmentation as well. So again, that is based on the data cloud platform as well. So that is the prerequisite in that context. And then, of course, there are other capabilities that we talked about, like, for example, the campaign creation, helping you to create your e-mail content as well. So that, again, is based on our marketing cloud engagement platform as well. So if you currently are a Marketing Cloud user, then -- we're talking about Einstein GPT functionality, that's where that comes in as well. So that would be the prerequisite that we are talking about over here.

Thanks, Reenu. Thanks for that. And -- so Reenu, is there any other questions from the chat box that you also want to maybe call it out just so that we can also answer it when you put yourself on mute?

Yes. So I think we can take one more question coming in from [ Dalibor. ] So there's a question around the demo itself, right? So for example, that experience whereby Rachel was browsing through the website. And at that point in time, she was still an anonymous visitor, so how do we make that -- how do we get her to raise her digital hand and identify herself, right? So if you recall, what we saw was that prompt that came up, very timely prompt that came up where we got Rachel to essentially click into it and identify herself. So that is actually -- and Dalibor's question over here is how are we able to do that? So that is actually our exit intent technology that is, again, embedded within our personalization solution. So what it basically does is that we're able to track this click path and we're able to understand the intent of the individual to leave the website. So as Rachel is moving her cursor to the top left-hand corner, typically doing to close off a tab, we're able to track this click path, identify that the individual is about to drop off the website, and we can then essentially push up this prompt. The sales here before you drop off, dropping your details here. And so this is a very effective way in terms of getting your anonymous visitors on your website to actually identify themselves. What we can also do is to incentivize them. So sometimes within these forms, you can include something like dropping your details here, and you can get a 10% off your next purchase. So again, adding more incentives to get these anonymous visitors to identify themselves. And the goal is to, first of all, make that identification, but also this is where we can start to nurture the relationships with your customers beyond just the website, right? So once we've captured their e-mail address, their phone numbers, this is where we can start to push them through a very tailored, personalized omnichannel journey as well. So that really is the power of getting these anonymous visitors to identify themselves and convert them into known prospects and customers as well. So hopefully, we managed to address your question over there. Let me have one last look at the questions. For some of them, again, we've already responded directly to all the questions coming in. So thank you all, by the way, for all the really interesting questions and for the engagement so far as well.

All right. Thanks, Reenu, for that. And there's also a question from one of the audiences about the Marketing Cloud Personalization or Interaction Studio about whether that license, is there an add-on on top of Marketing Cloud? Or can we actually sell separately? Well, very exciting and interesting question. So yes, you can actually have Marketing Cloud and to add-on with the Interaction Studio or the newer is Marketing Cloud Personalization. But if you would like to actually just look into Marketing Cloud Personalization, separately, yes, we do actually sell them as a separate license as well. Right? So again, I think it will be good if you can actually revisit this conversation with your Salesforce account executive to actually understand about your current environment, your current landscape and also the use case that you're looking at, we can actually go into it. But the question and the answer is, yes, we can actually sell them separately, but let's look into whether -- what will be the use case like, and therefore, we can actually propose to you what will be the best suited solution from Salesforce that will be best fit to your situation and also your use case. We still have some time. So yes, feel free to actually put in more questions in the chat box. And therefore, we also have the answers from some of our Salesforce colleagues.

Yes. I think we just can take perhaps a few more questions, and then we can wrap it up as well.

Sure.

So there is a follow-up question from Dalibor around what we just talked about, right, the exit intent technology. So there's a question about the click path tracking. Is it -- does a customer or does the user have to click on something in order for us to actually get them to -- get the prompt to come up or are we just tracking the click path? So it's the latter. So we can already just track the click path of the individual. They don't have to actually be clicking any buttons. So that's the exit intent technology that we're talking about. We are able to follow the click path of the individual, identify this intent of the individual, they're going to drop off the website, and then surface the prompt over here. So it's -- hopefully, that addressed your question. And I think there were a couple of questions around time line, pricing, licenses, SKUs. So I think as Heidi mentioned earlier, do stay tuned to all this information. It's very exciting new technology, and there's a lot more information that is coming up soon online. So please refer to our help articles online as well on the Salesforce platform. In the context of our marketing capabilities as well, we've got our marketing -- Salesforce marketing for release notes, where you can have -- stay up-to-date on all the latest information around our Einstein GPT for marketing capabilities as well. So do check those release notes from time to time to see what the latest updates are around the licenses, the pricing, et cetera.

All right. And Reenu, there's some -- maybe we can just take the last question on -- the question 26 from Casari. And it goes like, am I right to assume that we'll be still able to do the AB testing, say, GPT e-mail content versus control group, or the feedback route will do this job?

Yes. So like I mentioned earlier, these GPT capabilities that we talked about earlier, right, is going to be layered on top of what you are using today on the Marketing Cloud platform. So as you already know, within Marketing Cloud, we can already do AB testing within your e-mail content and also we can test out 2 different variations of your e-mail content, et cetera. So AB testing is already available. So with Einstein GPT coming in, that only enhances your testing capabilities as well, you will be able to essentially get the report in terms of how different types of content that you are testing out is landing with customers. So the feedback loop is still going to be there. It's just that with Einstein GPT coming into the mix, it's going to help you generate smarter content for personalized content at scale as well. So that's -- hopefully, that addressed your question over here. There's -- that's just going to enhance, I think Einstein GPT is going to enhance your current AB testing capabilities within the Marketing Cloud platform.

All right. Thanks, Reenu. And I suppose we are coming to an end very soon. And thank you for everyone in terms of having your questions and stay tuned until the end. So -- and before we go, I just want to use this as my last slide, that -- feel free to actually scan the QR code, just so that you can download our personalization e-book over here. So you see that there's a QR code here, please feel free to as you scan. And therefore, it will also allow you to actually learn more what is the personalization solution from Salesforce that can actually provide to you. All right. So -- and that is the end of the session for today. So I will leave this slide here, just so that some of you -- if you are actually taking some time to scan, feel free to. So -- and with that, I would like to end today's session and appreciate and thank you so much for tuning in. So we hope that for the last 1 hour or 58 minutes that we have actually presented to you and shared with you is something that you find very meaningful and also exciting. So stay tuned for more kind of exciting news with Salesforce. And with that, thank you, everyone.