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

Good morning, all. Good afternoon to some and good evening for others. A huge welcome, and thank you for joining us today. We are super excited to have you here to talk to you about one of our favorite tools, Account Engagement. And yes, for some of you not familiar with the name change, we are talking about Pardot. The purpose of the session today is to highlight the number of advancements this product has had to date and walk you through the possibilities on how you can unleash AI and innovation with a redefined platform of Account Engagement. Before I begin, I would like to pay my respects and acknowledge the traditional owners of the land in which we meet today, the Gadigal people. We recognize their continuing connection to land, waters and culture, and we pay our respects to elders, past and present. And to start, I wanted to say a massive thank you. Thank you for your time today, but also thank you to our customers here for your continued partnership. And to those who may not be customers, thank you for your consideration. And as always, thank you to our Salesforce implementation partners for your continued support. Now if you wouldn't just mind taking some time and reading through this and then let me know when you're done. But now, on a serious note, I wanted to give a quick reminder that Salesforce is a publicly traded company and customers should base their purchasing decisions on products and services that are currently available. All right. We have a very exciting agenda for you today. We will kick off with why Account Engagement? And how this tool is positioned to help align sales and marketing, followed by some of the recent innovations and how Einstein AI that's already baked into the platform can help you today. And we'll then hear from a current customer and learn how they are leveraging the platform to fuel growth and finish off with what the future holds for Account Engagement, providing you with a sneak peek into the future road map off the back of what was announced at Dreamforce. And finally, I'll be calling you on these to participate in some live surveys. So please stay alert. Awesome. For a quick introduction, it is my pleasure to speak with you today. My name is Dave Sheehan, I'm an account engagement AE here at Salesforce, helping businesses to align their sales and marketing efforts. And I'm joined by the lovely Christine Yi-Ying, a principal solution engineer who has been with the business for over 7 years and has worked across the account engagement platform, witnessing its evolution in full. We also have the privilege of introducing you to Simon Kawaguchi, who has been a Director of Marketing for Pinnacle Investment Management for over 5 years. We will hear from him shortly on how he has leveraged the account engagement platform to provide insights and fuel business growth for Pinnacle. So why do businesses consider account engagement? Feedback to when why you considered account engagement or for some of you who you're currently going for that process at the moment. What is your main objective? Usually, businesses are after increased visibility, insights into marketing ROI. But ultimately, it's to help businesses achieve sustainable growth. However, it's not just about driving sustainable growth, but now more about driving efficient growth and driving efficient growth has never been more critical for businesses. According to Salesforce's 2022 State of Sales Report, only 28% of sales professionals expect their team to hit their sales quota. And I'm sure it's probably only gotten lower this year with the economic pressures. On top of that, both marketing and sales have seen a reduction in headcount and resources with 33% of marketers saying that new budgetary constraints are a challenge. With this, marketers are not only being pressured to work more efficiently, but also show how their marketing efforts directly influence revenue in pipeline. So in order to meet these challenges, marketers need to be more agile and generate higher-quality sales-ready leads while also building relationships with every single buyer in an account. But building these relationships and driving efficient growth is impossible when marketing and sales teams are not polite. Siloed data sets and legacy technologies slow teams down and create friction across customer engagements. 85% of customers expect consistent interactions across departments, and 66% of customers say they often have to repeat themselves or really explain themselves to different representatives. And I'm sure we've all been there. As these stats indicate, working in disparate systems results in a poor customer experience and will cause your customers to look elsewhere. When marketing is not integrated with the CRM, it is difficult for marketing teams to share leads with sales, make it impossible to win over new customers and grow efficiently. The sales don't know who the best leads are, they risk wasting their time, causing them to distrust marketing efforts. And lack of integration also means that it's difficult to use AI to surface insights about your customers and your campaigns. So now is the time for change. We know that aligning marketing and sales team is top of mind for leaders, responsible for driving revenue. In fact, 80% of marketers -- marketing leaders report that they are the ones responsible for leading customer engagements. And this was the case for National Instruments, a current customer who has had a similar issue, where they had difficulty driving growth due to marketing and sales teams not working on one platform and not sharing data. So leaders are continuously asking themselves these questions. How can I work more efficiently across marketing, sales and service teams to connect customer engagements. How can I identify the right leads, accounts to help sales prioritize those that are most likely to convert whilst using artificial intelligence. And finally, how can I leverage minor campaign insights to drive revenue outcomes. So in order to satisfy these questions, it's important to have a marketing automation platform natively built on the CRM. And Marketing Cloud Account Engagement is the only marketing automation platform that's built on the world's #1 CRM. And the benefits of having Marketing Cloud Account Engagement is that is on that one trusted platform. Thousands of customers trust Salesforce CRM as their platform to manage their account data and use account engagement to understand their buyers and engage with them in a personalized way. There's also use a friendly AI that saves time. With all that data in one trusted platform, go-to-market teams can use AI to service actionable insights, and we'll delve into this further shortly. But to say it simply, we're upgrading manual rules with learning models so that teams can spend more time on strategy and less time on manual data processes. And finally, businesses can use real-time data to understand what is delivering the most impact. Intuitive dashboards providing great visuals on things like deal velocity, account-based engagement, influence on pipeline and revenue. And with Salesforce, it's not just about the technology. We help our customers succeed with the support of a trailblazer community with millions of people there to help and share their experience and their insights. And we listen to what our customers have to say, which helps us shape the innovations, which are released 3 times per year on the Salesforce platform, which leads me into our most recent innovations. Over the past few months, we have met with many of you who have been unaware of our innovations. We've listened and now we want to showcase some of those major innovations in recent times. For example, who has used Optimizer? The Optimizer is a new release that essentially provides actionable insights that allow you to optimize your marketing efforts flagging things such as inactive automation rules and inactive dynamic lists without having that -- without any activity within 30 days. So you might have a poll that pops up on the screen. So I'd be very curious to understand how many have actually leveraged this latest innovation, for example. 100% have done it. Awesome. So how about this? Does this screen look familiar to many of you? This is the classic interface of account engagement. Hopefully, a lot more of you are familiar with this. This is the Lightning interface. In 2018, we moved the platform to be natively built on the Salesforce CRM powered by Lightning. So if you're not already using Lightning now is the time. And again, I'm very curious to understand which interface you are seeing when you log into account engagement today. I'll give you some time for that one. Perfect. 100% on Lightning, which is good to see because it's on this platform that we continue to innovate at lightning speed. We've doubled down and delivered many new capabilities that support marketers in their ABM strategies, which plays a role throughout 92% of businesses. Whilst recently, we have all witnessed the surge of AI, our Einstein capabilities are woven throughout the platform already, but I won't steal any of Christine's thunder to come. And our developers have also enhanced capabilities to support enterprise organizations with business units assisting marketing managers working in different geographies over multiple brands and the release of sandboxes to enable smooth rule-out -- smooth rollout, sorry, and aligned with IT to avoid testing functionality in your production instances. Now you can also build in a sandbox and push to production without needing to rebuild before deploying, which is a brand new release. And finally, Engagement Studio, it can be enhanced with external activities, which pulling your data from third-party platforms, essentially allowing you to take advantage of your entire marketing tech stack without ever having to leave Salesforce. Now to some of the biggest highlights today, I'll dive into a little bit deeper. For example, the e-mail and landing page experience, one key advancement was the launch of this drag-and-drop functionality for our e-mail and landing pages. This was one of the most asked-for features, which started from you, our customers with on the idea exchange with close to 1,000 votes. You can now simply create e-mail templates and personalize content with easy usability as well as access a range of third-party applications through the App Exchange to assist with your e-mail and landing page builds. You'll be able to see 7 level engagement as well as metrics rolled out to the content and campaign level for insight into engagement. Engagement history dashboards. Now these are my favorite, especially from a salesperson. And if my previous sales role is a media business, I would have loved to have these. Engagement history dashboards provides sales, marketing and service teams with a clear record on how each account is interacting with your campaigns activities, enabling you to grow your account-based marketing programs. By viewing these data trends on the account level, you can access which contacts are most likely to influence your potential deals and continue to tailor your content towards most relevant to particular accounts. The best thing about engagement history dashboards is that it can be embedded into the account, lead, contact opportunity and campaign objects. And these are available to all account engagement customers. So do you have your engagement history dashboards activated on your account engagement -- your account engagement account. And you should get a prompt for the poll there as well. Got it. So I see, many of you still yet to switch that on, which I would highly recommend. Now B2B marketing analytics o3 B2B MA, as we know internally. This is essentially marketing's favorite dashboard, including Simon's, who we will come to shortly. B2B marketing analytics helps you understand how your marketing programs are engaging your customers and helping drive sales. This offering of dashboards and data sets provides key data for marketing managers and others to enable real-time optimization throughout your campaigns. Multitouch attribution is just 1 of 5 dashboards that come out of the box, which allows you to determine which touch points are critical to closing opportunities. And this is often seen as the Holy Grail for a lot of market that I speak to. So no longer do you have to make gut decisions without the data or manually stitch together different metrics to show where our programs are impacting the business overall. These dashboards serve as your strategic data source for engaging your customers on the channels that they're frequent, leading to enhanced operational efficiencies and business growth. And finally, with business units, you can scale your business by enabling different geographies, segments and brands to create their own campaigns in a separate workspace while also having the ability to access a holistic view. This enables you to grow your business and allows for the interdependence that is needed to tailor content and campaigns without sacrificing visibility or control. And with that, I'll pass to Christine to run through all things, Einstein AI out of the box today.

Great. Thanks, Dave. So hi, everyone. I'm Christine Yi-Ying, principal solution engineer here at Salesforce. And as Dave mentioned, I've been with Salesforce a long time and have seen many iterations of account engagement formerly known as Pardot. And today, I get to talk to you about the next journey of the platform. I get to talk to you about everything AI. Now a quick poll here, who is scared of artificial intelligence? I know I am. All right. So let's see maybe some of the results coming through. Okay. Everybody is really brave there. They're not scared of AI. That's okay, but I'm still a little bit skeptical. But one thing I think we can all agree on is that AI is everywhere. There's new models, new use cases, new companies launching AI products every day. And even when one is launched, another one is soon on the market. So if we think about ChatGPT, it's already at GPT 4. But if we take a step back, do we all know and understand what is AI? Now to answer that question, we need to start from the beginning it is just like Salesforce, AI is constantly evolving. So if we break it down and look from the start, artificial intelligence is the ability of a computer or a robot that is commonly looking at tasks with intelligence. And what they're really trying to do is perform those tests for us. So those tests generally have to do with decision-making, perception, reasoning. And this is where we start with intelligence, but a little bit more general. Now with machine learning, that's the next type of AI that is able to predict outcomes without explicitly being programmed to do so. So the idea behind machine learning is that the more data that we feed into the system, the better it is with generating predictions for us. And if you're using Einstein functionality in Salesforce, then this is where you're at in your journey for AI. Now the next is deep learning. Now deep learning is a machine learning that is based on artificial neural networks in which there's multiple layers of data that's processed and being used. And lastly, generative AI, which is our newest type of AI that generates new outputs, looking at text, images and audio, that's based on data that it's trained on. So now that we know a little bit more about AI, I think what we can agree on is that technology is moving faster than ever, right? And the reality is that we need to keep up, but also, this is really being driven by our customers. So first, we met you on the cloud because we could deliver software differently. And the idea was really trying to help our customers become more agile, but also more resilient with your businesses. And then next, we met you on mobile, and this is really because you're embracing this new platform. And soon after, we knew that we had to keep up with you on social. And along the way, our customers started to generate massive amounts of data from an increasingly connected world, and that's now led us to this age of artificial intelligence, where we now have all of this data to feed AI. So AI is changing customer expectations and it's changing the way that our businesses operate and ultimately, we have to make sure that we kept up. So what is on our artificial intelligence menu for account engagement you ask? Well, we've been working on a whole lot. We've really been focused on 3 key focus areas for our customer. And the first is looking at prioritization. So this is really looking at lead scoring, behavior scoring and account identification. Next is focused on our marketers, which was taking into account optimization. So thinking about send time optimization or engagement frequency. And lastly, we looked at marketing insights, and this is really centered around providing insights on our campaigns as well as providing our customers with analytics. Now if you aren't sure where to begin with AI, a great place to start is with our Einstein lead scoring. So with Einstein, he's really learning what a good lead looks like from exploring the data that you have over time. So Einstein helps your sales teams get an understanding of who is likely to convert, prioritize your lead lists and focus on leads that fit your ideal customer profile. Einstein provides smarter workflows, it automatically assigned task to help your sales teams win, and it provides predictive insights, which is going to allow you to see fields drove positive or negative fit scores. Next, we have Einstein behavior scoring. And so this is where he identifies prospects that are demonstrating buying signals and scores them based on engagement patterns. Now Einstein is using machine learning to identify those unique patterns, your prospect takes that signal or likelihood of driving an opportunity for your sales team. He's also able to leverage the engagement history directly from your account engagement platform to determine which prospects are most engaged with your marketing efforts. So for example, we can view that pricing page, open e-mails, link clicks and form fills. And Einstein behavior scoring also helps customers prioritize leads and contacts and identifies the right time to reach out for that sale. Our next focus was looking at key account identification with Einstein, and this is really providing our sales teams to easily identify accounts with the strongest buying signals and a product like -- and product fit to help kickstart a successful ABM strategy. In addition, the feature introduced the ability to display the account here directly in your account list you -- in Salesforce. Now as a marketer you're probably thinking, well, how can Einstein help me? Well, don't worry, we have you covered. Over the years speaking with marketers I've occasionally been asked, what's the best day in time to send my e-mail to my customer. And over the years, I've read articles which have said, Thursday between 9 and 11 a.m., Tuesday at 10 a.m. or even Wednesday between 9 and 12. And I think the reality is it's really hard to know. But this is where Einstein send time optimization comes into the picture. To optimize e-mail sends, what Einstein is going to do it is going to evaluate the engagement behavior of your prospects. So there's metrics that he evaluates, which include your send, your opens, your clicks, your unsubscribes, your spam complaints and any other associated time stamps. So with send time optimization, Einstein evaluates historical e-mail engagement data to recommend an optimal spend time to the individual prospect on your list. So this is really going to help us know exactly the right time to send that e-mail to that particular customer. Next, how we helped our customers with optimization is engagement frequency with Einstein. It scans the individual customer engagement behavior to predict the optimal send frequency for e-mails. Now the frequency status is stored in your prospect field. And what this means is that it can be used to filter prospect lists or to create rules directly within your engagement studio. And each Salesforce customer has a customized burger of the model that's trained on their data alone. Now for marketers, we know that your campaigns are everything. So Einstein Campaign Insights provides marketers with real-time insight in which factors drive campaign performance. So for example, we're looking at which persona or geographic region was most engaged with our campaign. And with these insights, marketers can optimize their campaign over time based on the data that they have. You can identify new audience segments that you want to target, and you can optimize your marketing assets and content. And what we've learned is that insights are critical to sales and marketing teams and Einstein behavior scoring dashboards is going to help with that alignment. So this is where we're providing a visual of which engagement activities impact your sales opportunities the most. So to get an overall visual of the prospect in your system and their scores, you can actually create dashboards that show how all of your company's engagement impact that Einstein behavior scoring we spoke about. So what you could do is that you can get insights into which factors will drive customer purchasing behaviors. And you can also get insight into new engagement patterns and how prospects are interacting with your campaign. And what we'll also be able to do is that you'll be able to view which assets were influential at which point in time for your customers. And finally, my favorite capability that we've launched in recent years is B2B Marketing Analytics Plus, which is going to offer marketers predictive analytics. It's an expansion on the B2B marketing analytics that Dave spoke about before. And with B2B MA Plus as we like to call it, it provides predictive capabilities and connectors to data from external systems. So think about your Google Analytics that you might want to ingest. So with all the different systems, it can touch. What we're also trying to do is we're going to provide you with data rows so that we can actually look at this. So what you'll get included is billions of rows of data. So that way, the platform can ingest all of your external sources. It also includes a library of prebuilt dashboards and apps, so that customers aren't starting from a blank canvas. So that way, you know when to take action on those intelligent insights. Now the main dashboard that we provide is known as the account-based marketing dashboard. And so this is going to provide insight into top 10 values and expected revenue amounts. And customers can use the pipeline accounts in close opportunity cards to find a valuable information about their account. And the next dashboard that we provide is around the campaign intelligence. So this is where we're bringing marketers information and their sales data and aligning it together and providing insight into what the effort has been like for that joint team. Now the campaign engagement card is going to show profit engagement data from your account engagement platform. And with Campaign Performance cards, what we're able to do is show associated campaign data from Salesforce. So customers can even create using Einstein Discovery stories. And this is where we're, again, providing that AI component. So that way, we can help you improve your prospect engagement with artificial intelligence. So as you can tell, our product team has been incredibly busy ensuring our customers are getting the latest and greatest at account engagement. But rather than hear it from Dave and myself, what I'd love to do is welcome Simon Kawaguchi, Director of Marketing at Pinnacle Investment Management to tell you about Pinnacle experience with account engagement and the journey thereon.

Thanks, Christine. Good morning, Simon. Thank you for joining us this morning.

Hey, Dave, thank you very much, and hello to everyone.

So Simon, I gave you a bit of a brief introduction earlier. I'm sure it did you no justice, whatsoever. So if you won't mind for the audience, you providing a bit of an introduction to yourself, your role and what the business at Pinnacle Investment Management does.

Yes, for sure. Thanks, Dave. Yes, those poll results were very interesting for me, by the way, I should say. They're not scared of AI and that sort of thing. I think there should be people sitting up here instead of me. Frankly, they sound well advanced on their AI journey. But anyway, I'll start with Pinnacle Investment Management and what we do. We were incepted in 2007 thereabouts with the GFC, in fact, just before. Started off in trialing times, but 15-odd years later, managing about $92 billion in funds under management, we call it in our industry. So those would be institutional superannuation funds, investments as well as direct investments from people in the audience and potentially yourselves. We -- our business model, I guess, is we are centralized distributional sales and marketing organization. We partner with what we call affiliates or separate boutique fund managers. That would be sort of banks that might have left them, Macquarie or quite a large global firm, 3 or 4 people, and they need business development support services. So that's what Pinnacle does. I guess my role is as a marketing director, I look -- under my is the CRM data management. And I guess the core of my remit is to work very closely with the sales team, generate leads, generate prospects, funnel them through and filter them through in a very organized fashion for our sales team of about 30 plus globally. And so really, the role is to use these systems, to use the intel and to really galvanize the marketing and sales team, which is obviously an objective that I'm sure a lot of our audience would share as well.

Yes, perfect and thank you for sharing. So I guess it'd be good to stage to start with how you are currently using data and analytics from account engagement to deliver return on investment towards the business, but also provide a better experience for your clients as well.

Yes. I think -- I suppose probably the first piece about account engagement and the way we're using Salesforce and account engagement is that Salesforce is really our core CRM, our intel hub for our sales team. So every single marketing activity there is a sort of like a satellite around it. So we ensure that integration, whether it be our events platform, whether it be our e-mail platform, obviously, account engagement, whether it be our websites, we all hook it in. And obviously, the advantage of Salesforce is that it's got APIs that are very flexible and nimble across the board. I suppose to answer your question about how we use dashboards on our end or how we use account engagement to deliver ROI. This -- all these digital footprints are measured and tracked. And the way we presented for a sales team, which is -- which are typically very, very short on time, need things now and really have minimal time to waste, very action-driven is we offer them a B2B solution through B2B marketing analytics. I'm glad you'll understand where I'm coming from there. The -- yes, so one is a self-serve dashboard, which is basically a salesperson can go in at any time, look at this marketing dashboard, see which of their clients and contacts have engaged or interacted with a specific piece of content. It might be a piece that we've driven on a conflict or a war or the latest on interest rates and inflation and how that's affecting the investment portfolio down to that granular level, and they can sort of see who's engaged with that piece of marketing over the last 24 hours, a week or so. So that's a self-service model that we have applied. But the biggest, I suppose that we've applied from an analytical standpoint is actually synthesizing that and overlaying a Pardot -- sorry, accounting engagement, I should say, scores that gets sent and ranked. So there's a very -- and sent daily directly to the salesperson's Inbox. That has really the 5 top prospects that they should be calling today as well. So that's really gone down very, very well. And in terms of return on investment, I can tell you that funneling this engagement data leads to better conversations with the clients and ultimately leads to investment inflows, which is our core return on investment KPI. So it's certainly proven its worth. Yes.

Awesome. And I won't fine you for mentioning the word Pardot. We've got a Pardot swear jar here in the office, and it's currently full, unfortunately.

I don't know the other one.

I guess -- yes, definitely not. I guess with all the talk around AI at the moment, how has that changed Pinnacle's technology road map as a business?

Yes. We're taking it very seriously. I'm glad, again, that no one's really scared of it after seeing the capabilities, and I'm a little bit conscious of it to say the least. I guess to start off with where we're at from -- I wish I could sort of hear from other people on where they're at with their artificial intelligence and in viewing into their marketing system. I suppose we're really leveraging quite a lot of generative AI tools. So we use image generators. In finance, it's quite -- you get stuck into the image library and content of -- when you're talking about inflation, maybe money flying everywhere or to all those being put into the piggy bank. So we really saturated that. But with the use of artificial and generative tools, we can actually create our own images that are 100% unique and create cut through. That's one piece that we'd start looking at. And obviously, with GPT and content gen in that format there, we send, I don't know, 1,500 emails a year, about 5 a day. So we really need a lot of help in writing content. We know what works. We know what keywords works, so we're starting to leverage and train ourselves in that department there. And I suppose so far as our road map is concerned, we're sort of looking at how that can be better integrated. So some of these things that you can see we're talking about as well, how they can be integrated into our core CRM. There are a few things like subject line optimization and generation, actual e-mail content generation that we're certainly looking to leverage to make our lives a little bit more efficient as marketers given the volume of outgo of content that we're generating outputting, but also making it better for clients as well. I mean it's 2 criteria for us when we use AI is one is it more efficient, generally more efficient? And two, is it actually adding value to your clients. And from what we've been using so far, that's the criteria with -- we've gone forward, and it's been very effective. So I can't wait for it to actually be embedded into the tools that we use every day.

Yes, awesome. And I think you'll be very excited to kind of see what's coming next on the road I think Christine's section coming up in terms of where Salesforce is going with that integration with generative AI. I guess you touched on earlier how your sales team are leveraging the information from dashboards and those insights to have that high-touch personalized experience to your clients? And as you just mentioned, then you're starting to dip your toe in the water with leveraging AI. I guess it's a fine line and a fine balance, but how can marketers balance leveraging that AI with a higher touched personalized experience?

Yes. I think to go into that scariness that point that Christine made, that's where it comes from, I think, is that AI isn't perfect just yet. It makes mistakes. And in our industry, you can sort of -- in finance you cannot afford to make a mistake on a number or a piece of content or really missing the mark with that personalization. And I'll give you an example, for instance, like I hopped into a car on a Saturday morning and with both Google and Apple are telling me it's 5 minutes to my local coffee shop, where I get coffee and I'm not going there. I happen not to be going so it's certainly a prompt with that, looking at past behavior in it. Those are low risk errors and I tend to neglect them. But for me, that's something that I cannot afford to do. So -- and send out sort of that information to clients. So for me, I think it comes down to -- again, what I was saying before about the criteria that we use is it making things more efficient and is it adding value to clients. It's the combination of, I think, that human oversight with the artificial intelligence, leveraging it, but just making sure in doing your checks before it gets sent out to ensure that personalization isn't compromised. And that's probably where we're at now, I feel. I think things will change. I think the customer will become more inclined to forgive the little errors like that potentially. They'll be accustomed to what is AI and not, and I think it will blend in and it only gets stronger as artificial intelligence gets more powerful and its learning behavior gets stronger. But that's -- I think, at least that's my current take on personalization versus AI and how we're looking at it right now. Yes.

All right, perfect. Perfect, thank you for sharing. I guess from our discussions and what you've shared your team and yourself and Pinnacle are really adopting the account engagement platform very well. So -- and I understand your -- you've used our premier support service. So could you share how this has helped using that premium support service to drive kind of adoption across the platform?

Yes, definitely. Yes. Well, when we first started, it was about 4, 5 years ago, I think now, Dave, when I first started Pinnacle. We looked to Premier Support and we're thinking as we're implementing it, we're going to need this kind of basic support to sort of help us troubleshoot any technical issues that we have during the implementation time line and so forth. So we're like, hey, this is a necessary item for us to commit to. But we haven't dropped it. I'll be honest, I thought maybe after the first couple of years of okay work, we're good now. We're good with the platform, but it's become a lot more than that for us. We've actually used it to kind of have these one-on-one sessions with account engagement experts. So I've had a few new staff in my team that may have been familiar with other automation platforms that have come in, and they've asked a lot of questions, how do you build a form here? Or what's the best way to build an e-mail efficiently? And how do I leverage analytics in the best fashion. And we've just kind of used Premier Support and just been channeled through this network of -- within Salesforce that have kind of helped us, pointed us in the right direction and so on and so forth. For me, it's become quite a really good onboarding tool for new staff to leverage on and so sort of really integrate and work best with our partners, our tech partners and in this case, Salesforce. Yes.

Yes, it's funny you mentioned around kind of the anticipation to drop it or it was only for that implementation period.

Yes, I'm being honest.

Because we see some customers obviously always consider it as like an insurance policy, right? Like if something goes wrong, it's there and I can grab the support. But so many other use cases to actually be very much more proactive with using and leveraging that service, as you mentioned, to drive maybe adoption of new starters to getting them up to speed on the platform as well, which is great to see. I guess in closing and one final question for today, what's maybe one piece of advice you would share with another company who is exploring just activating and switching on new functionality within account engagement?

I would -- I'd probably suggest that -- yes, maybe doing your homework as you kind of -- as you onboard new tech, we certainly feel that, that will weigh on the sort of the financial -- in the financial industries that we're quite sedulous in preparing and knowing exactly what our business wants, I guess, being familiar with the business and your objectives and then knowing what's going to be needed. The software will help. There's no doubt. Everything is possible, but it's just about how you leverage it, how you equip it, how do you customize it to fit your business needs. And that's the bit that requires sort of time and thinking. But I think it's -- in most cases, it's worth the return because it is a -- it can be a very, very powerful tool, and it certainly has been for us. So yes, do your homework, I think, I'll say, but it sounds a bit harsh, but that -- that would be my recommendation on the onboarding tech. Yes.

No, perfect. Great insights. Simon, thank you so much for joining us. Really appreciate your time and you sharing those insights and your experience with the audience.

You're welcome, Dave. I hope it's been useful to everyone out there.

Thank you. So without further ado, I might pass back to Christine now to walk us through what's to come and a little bit of a sneak peek into that road map and the future innovations on account engagement.

Thanks, Dave. How good is Simon. I always enjoy hearing him speak. So thank you so, so much for talking about your insights and what journey Pinnacle is on. Now for everyone who's interested in the road map and what's coming next, this is where our safe harbor slide comes in that we showed you before. If you've been keeping up with each of our releases over the last few years, you probably noticed that we're not only releasing new Einstein functionality, but we're releasing enhancements to our AI to the most sheen learning models, to the improvements of usability that we're tapering around with configuration and all of this is to provide better insights, results and value to our customers. Now generative AI presents a new day for marketing. It's a game changer for marketers in terms of looking at how they're going to be able to save time, but also drive efficiency. According to Salesforce's latest generative AI and marketing survey that we recently released, one of the stats that we looked at was that 60% of marketers say, Gen AI will transform their role. 71% believe that it will enable them to focus on more strategic work. But most interestingly, is that 63% say trusted customer data is critical in successfully using generative AI. And of course, here at Salesforce, we always hear people talk about their dirty data. Well, now is the time to ensure that, that data is as perfect as it can be so that way you're successful in using Gen AI. So what's next for account engagement in the GPT world? Well, by bringing the power of Einstein GPT to account engagement, we're reimagining intelligent campaign life cycles and providing opportunities for increased efficiencies, especially in terms of content creation. We know that creating high-quality campaigns and content for lead nurturing and account-based marketing can be time consuming for marketers. So with marketing cloud account engagement in this next evolution is where we're going to be able to help you deliver great personalized experiences at scale for your leads and your accounts. Einstein is going to be with you every step of the way in terms of helping you generate field values, subject lines and even landing pages and e-mail content to help you drive the most targeted personalized engagement and experiences yet for your customers. So with that, keep your eyes out for February, March of next year, and this is where we'll be launching our Einstein content creation for account engagement. In addition to that, it will offer content creation for landing pages as well as for your campaigns, which will allow you to leverage Gen AI to personalize your marketing efforts. And for those customers who are interested in exploring Data Cloud, we're also launching segmentation creation, hopefully, in February 2024. And this will help you build data cloud segments fast with GPT powered filtered recommendations based on trusted customer data that can then be fed directly into account engagement. But before we wrap things up, you can see that AI isn't new to Salesforce and account engagement. In fact, so many predictive features are already embedded throughout Salesforce today, including the Einstein lead scoring, send time optimization and behavior scoring that I spoke about earlier. Salesforce as a leader in artificial intelligence and machine learning and generative AI technology is only adding to the power of the platform. And Einstein will not only help you save time, but also give your prospects and accounts better experiences. And if you want to learn more about artificial intelligence and how it can help marketers be sure to scan the QR codes that you see in front of you and any of the content that's on your console. I want to thank you so much for spending your time with us today and taking the time to learn more about account engagement. If you have any questions post this session today or would like to see a demonstration, we highly recommend that you reach out to your time executive team who will be able to assist you. So I'll leave that up there just for a little moment longer in case you're looking at scanning it and taking up more content. And with that, I want to thank you so much for your time today, everybody. Thank you.