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

All right. A very good morning to all of you, and welcome to our Financial Services webinar on driving efficient growth with data, automation and AI powered customer service. [Operator Instructions]. Now we want to make this an engaging conversation, so please drop in all of your questions, and we'll do our best to get through as many as we can. A friendly reminder to everyone present that Salesforce is a publicly listed company. Customers should make their purchasing decisions based on products that are currently available. All right. So with that, let's get started. First and foremost, thank you for taking the time to join us today. At Salesforce, we really place a lot of emphasis on building a community of pioneers and trailblazers through online interactions and events such as today's. So thank you for showing up today and being a trailblazer of your organization. We really hope this webinar will provide new ideas and valuable information that you can take back to your organization. Now my name is Mehul, and I'm a Principal Solutions Engineer at Salesforce, primarily focusing on the banking and financial services sector. And I've also got here with me my colleague, Sonny. Sonny, would you like to introduce yourself?

Hey there. Yes, yes. Mehul, thanks. So I'm Sonny. I'm a Financial Services Solution Engineer. I look after ASEAN. Similar to Mehul, I focus on helping banks and insurance companies find business solutions to support their objectives. And I really love webinars like this. I'll be monitoring the Q&A, while Mehul is presenting. So looking forward to chatting with everyone here.

Awesome. Great to have you here, Sonny. All right. Now some of you on the call might not be familiar with Salesforce. So Salesforce was founded in 1999 with the vision to help companies connect with their customers in a whole new way. This vision has guided every single action we've taken over the last 25 years, and it's helped us become the world's #1 AI CRM with a leading 21.7% market share. When it comes to financial services, Salesforce has been a trusted partner to banks and financial services companies across the globe for the last 25 years. In 2016, Salesforce introduced a specialized solution for the financial services industry called Financial Services Cloud, or FSC, which comes with prebuilt data models and workflows tailored to industry-specific use cases. Now with a strong focus on continuous innovation, FSC delivers new features and functionality to users 3 times a year, with our winter release actually coming up very soon, I believe it's end September, early October. So it's very, very soon. Now security and compliance are key when it comes to financial services. So FSC has been built with trust in mind, and it adheres to global standards when it comes to compliance, data privacy and information security. Today, FSC supports 1,200-plus customers globally, including financial services providers, such as BPI, RCBC, TD Bank, Xendit and many others across ASEAN. Lastly, we have an entire ecosystem of partners to implement as well as extend our capabilities. All right. So now let's get down to our topic at hand, which is customer service. Now customer service has become more critical than ever as customer expectations are changing in real time, fueled by the advent of AI, automation and digital experiences. 88% of customers say that the experience that bank provides is as important as the products and services, and this is actually up from 80% back in 2020. Customers are expecting more personalized, consistent omnichannel service experiences, whether they're using your website, your mobile app or whether they're calling in to seek help. Customer service teams must step up to this challenge and meet these customer expectations in order to drive customer satisfaction and retention. But unfortunately, today's service teams are overwhelmed. On average, a company uses nearly 1,000 different applications across the business. So when it comes to customer service, service agents often need to switch from system to system to cater to a service request. That's often time-consuming. It can decrease service productivity and eventually impact your bottom line. To make things even more complex, certain banks use different systems across contact centers, branches and operations. So service processes often need to be reengineered to cater to each department. These inefficiencies prevent service reps from spending their time on what matters most, which is really building and maintaining those customer relationships. What they need is a platform that empowers customers to self-serve as well as capture key customer insights and services them through service agent, so that they can use those insights to expand relationships and increase lifetime value, and that's where Financial Services Cloud comes in. FSC offers a unified customer service platform to help you get customers from request to resolution much faster, allowing you to spend time on building those strong customer relationships. With FSC, you can deliver efficient self-serve and agent experiences. You can also automate processes across teams using a library of reusable templates. And lastly, you can unlock trapped data from various core systems and derive insights using AI. These are the 3 key pillars for FSC, and it's all powered by the #1 AI CRM for Financial Services. We'll dive into each of these 3 pillars in this presentation, and then we'll jump into a quick demo for you to see how all of it works. All right. So let's start with the first pillar, which is around delivering efficient, self-serve and agent experiences. Now 61% of customers would rather use self-service for simple issues, so it's critical to have a comprehensive self-service strategy. Financial Services Cloud offers templates that can be used to create customer-centric self-service workflows. You can extend these workflows to chatbots across any digital channel to enable end-to-end process automation. In fact, customers can also switch channels as needed. So for example, a customer can move from a self-service help page, like the one that you're seeing on the screen right now, to a phone call without having to repeat themselves. So that allows you to offer very contextual service. Now when it comes to agents, FSC delivers everything a service agent needs to close cases faster. The unified service console enables agents to personalize conversations by viewing key data, whether it's customer data or transaction data across multiple systems on one unified screen. Financial accounts, for example, as you can see on the screen, shows all customer accounts and transactions even if those accounts have different systems of record. Action Launcher allows agents to take action on various service requests by invoking common service processes. Next best action, which you can actually see on the right of the screen, provides agents with intelligent AI-powered recommendations to engage in effective cross-sell and upsell conversations. And lastly, the omnichannel time line that you see on the left provides agents an overview of all prior interactions with the customer across all touch points, so giving agents very, very useful customer context to personalize their conversations. In addition, Einstein banking actions, and Einstein is our AI Copilot, Einstein provides AI assistance to guide agents through complex service processes through a seamless conversational interface, thus helping improve agent productivity. For example, agents now have Einstein to help them guide through service processes to reversing a fee, thus helping them to resolve these fee reversal cases a lot faster and improving customer satisfaction as a whole. Not just that, Einstein can also streamline the process of drafting and sending acknowledgment e-mails. Agents no longer need to search through e-mail templates and then populate them with the right information. Instead, Einstein can pull in the relevant customer information, draft a personalized message and allow agents to review it before sending it out to customers, thus helping them resolve cases a lot faster. All right. That covers our first pillar around self-serve customer experiences as well as agent experiences. Let's move on to our second pillar, which focuses on automating service processes across teams. Now typically, a financial institution will have hundreds of service processes, whether it's simple, straight-through processes or complex multistage, multi-department processes. So you need a consistent framework to build all of these processes, and that's where Service Process Studio comes in. Service Process Studio utilizes local tools such as omni-scripts, business rules engine and flow orchestrators to help admins build end-to-end service processes a lot easily. Once built, these processes can be exposed across different channels, leading to a seamless and consistent customer experience. However, admins don't always need to build these processes from scratch. Service Process Studio also provides a library of common service processes for banking, wealth management as well as insurance that admins can extend or modify as needed. These out-of-the-box processes also come with BIAN APIs to make integrating them with your core systems a lot easier. All right. So that covers our automation pillar and Service Process Studio, and we will dive a bit deeper into that during the demo, but let's move on to our third pillar, which is Insights. It's about unlocking and activating trapped data from your core systems. Now in order to deliver truly personalized service, you need data about your customer, whether it's customer data as a whole or transactional data from your core banking system, or even app engagement data from your mobile and Internet banking platforms. Unfortunately, that data is often trapped in various silos across the organization. With Data Cloud's Zero Copy architecture, you can ingest data from a variety of sources, from Databricks and Snowflake to AWS Redshift and Google BigQuery. You can also leverage the power of MuleSoft's BIAN APIs to ingest data from various other sources into data cloud. Once ingested, Data Cloud helps unify and harmonize data to be used across your various FSC use cases. Einstein can also leverage this data to provide actionable AI-powered insights, with our trust layer ensuring that your data stays protected at all times. Untrapping this data and embedding it into the flow of work for your agents allows you to deliver tangible customer outcomes, which you can see on the right, whether it's about identifying financial goals for the customer or driving growth through relevant cross-sell and upsell offers or improving service prediction and resolution times. All right. So we've gone through some of the features under each pillar, but the best way to understand their power really is to see them in action. So let me hand it over to my colleague, Sonny, to walk us through an FSC demo focusing on a specific service process. Over to you, Sonny.

All right. Thanks, Mehul, for the insights. I love how you walked us through on how our solution unlocks productivity and also nurtures customer satisfaction. And as you said, Financial Services Cloud comes with a unified customer service platform to help financial services firms get customers from requests all the way to resolution much faster. And we do this through amazing experiences, automation and insights. Now let's see this in action. Rachel Morris is a Cumulus Bank customer. Cumulus Bank always has a watchful eye on her money and saw a questionable transaction. She receives an SMS regarding the transaction and with a quick view knows that it wasn't hers. Now at this stage, she has several options. She can fire her mobile app or browser to raise a dispute herself or she can call the contact center to ask for help. For this demo, Rachel is a few steps away from her branch, so she walks over to get this resolved quickly. Now regardless of which channel she chooses to use, the same service process catalog is available. To assist Rachel, we will use the Transaction Dispute Service process. And that will take us through the initial intake, then a case gets created and assigned, along with the requisite milestones to track SLAs. Let me go through the investigation and fulfillment. You will see how this whole process is powered by CRM to understand who the customer is and what she needs, use AI to increase productivity and customer satisfaction, access relevant data such as the bank score systems to make decisions, all within a layer of trust that Salesforce provides. In the branch, the bankers have everything they need to see Rachel's full relationship with the bank. Data Cloud with personalized finance is providing insights around propensity to buy and the customers' engagement scores, while also visualizing CSAT and NPS. Dashboards showcased where she interacts with the bank and list provide quick views into her financial accounts in previous service cases. The owner's tab is even giving the banker the warning on the fraudulent transaction, just like the SMS that went to Rachel. This is exactly what Rachel has reached out to our banker today. The banker is also empowered with Service Process Studio to help manage the end-to-end service process, and the process can be launched directly from the Action Launcher. This is the same process that is available across channels, for example, self-service or contact centers. Now transaction disputes can be a cumbersome process that are littered with compliance and regulations, while also trying to connect multiple parties to process the customer requests. Within Financial Services Cloud, we are focusing on providing prebuilt automation to help connect the bank. The card provider and the merchant is a seamless process to help expedite the request from the customer and also resolve these cases faster using a combination of data, plus AI, plus CRM. It starts with the intake of the cases in Service Process Studio to capture the information from the customer. This intake process can be done in person, on the phone or embedded in a self-service portal. In our case, we will walk through this experience from the banker's perspective. Integration is built into the intake process from the first step. All the accounts for the customer are pulled from the core banking systems and allows the agent to dive into the transactions to find the ones in question. After selecting the transaction, they walk through a series of questions to make sure all the correct information is gathered. Based on the responses for the types of dispute, a question could change to align with the compliance needs of the bank. Additionally, banks have the ability to easily add on to these templates as well. For instance, our business rules engine could be applied to calculate the provisional credit and provide integration to issue the credit, all on the front end of the intake. Once the information is gathered and submitted, the magic begins to happen. Workflow orchestration allows the case to be routed internally to the party with a proper authority to act for the customer. Additionally, with integration to Ethoca, the merchant has been alerted to take action on this dispute. This helps the bank deflect time-consuming investigations. If the merchant decides to refund a dispute, Ethoca will send the alert back through the integration and automatically close the case through the workflow orchestration built into Service Process Studio. So let's see how this process looks for the agent who has the case routed to them. For the agent, he can see the case record opens as a sub-tab to the person account. The person account is the hub for all the information for the customer, whether it's sales and service, that in tab remains for all customer insights. There could be multiple cases, opportunities and leads all working at the same time on their profile. In the case record itself, there are basic service functions available to the agent. The dispute itself is listed in the real-time services tab. This record is where all of the information from the form intake is stored as well as where the updates from Ethoca are structured. The case includes SLA milestones, case status, knowledge articles and the ability to use Slack to swarm the case with other team members at the bank. With all of this data, how does our agent know where to act? This is where AI comes to the rescue with Copilot. Copilot is built to create actions grounded in the customer's data to help provide deeper insights and provide actionable next steps for our bankers to provide value to the customer. In this example, Cumulus has grounded the actions specific to the service experience for agents to quickly understand the customers' needs and resolve the case faster. With one click, our agent is able to see the transaction being disputed as well as the summary of Rachel's other service teams. This was populated by a combination of actions in Copilot. First, the grounded action connected into the service process to see the enriched transaction information from Ethoca. Then a prompt flow and template was used to create a summary of the customer service history, including an update on this case -- current case that we were waiting on, on the update from the merchant to know how to proceed. We can communicate with Copilot using natural language, too, plus ask if the merchant has responded. The next action connects to the flow orchestration from the dispute process and chooses the information from the merchant alert status tied to the dispute record and informs us that the merchant has not responded within the time limit set up within Cumulus' policy. It also embeds the next action in the process to help keep this case compliant. Our agent can quickly issue the credit to the customer and continue to help resolve this case. Our agents simply ask Copilot, show me the card from the dispute. In query, the action is used to identify the carding question and provides a link to the action to assist in the investigation. Next, the prompt flow and template are used to connect to the core banking system and filter all the transactions from the last 180 days from the merchant named in the dispute. The flow is used to capture the data, while the prompt is used to give the LLM instructions on how to communicate it back. The agent sees a transaction list, but has to put this into a trend report, not a list. The prompt is built to adjust the formatting and can understand that request again with natural language. So when the agent ask for a summary report, the prompt response to reformatting the data into a summary with trends, so that can be used in the investigation. There's a response with a query action to link the agent to the record to paste the trend report. To identify the next step, let's go back to Copilot and ask what's next. Copilot now gives a broader response to the question that's vague. It pulls a list of documentation to help the agent along the way, links the agent to the company's policy on transaction disputes, while also giving articles about how to file a police report or alert the credit agency. Our agent can use all of these tools to continue to work through the case, completing the investigation and providing solutions to the customer. As they work through this process, the customer is also connected in the process, thanks to customer journeys in Marketing Cloud. You can see on the engagement tab the triggers for where the customers is engaging, all of the updates from the bank. These different triggers help define the next interaction on the journey, so the customer is in the loop through the entire process. And our agent can indicate the cases closed and update our final status. Before this is done, the last e-mail needs to be sent. And we can use the Copilot action to generate an e-mail, summarize the entire case investigation and send it over to the customer to close the case. This whole experience was built with a lot of orchestration and alignment to connect our data, plus AI, plus CRM with the goal to delight customers with connected, intelligent and personalized service experiences across channels. Thank you.

Thanks a lot for that demo, Sonny. I hope it allowed all of you on the call to better understand some of FSC's transformational capabilities, especially when it comes to customer service and service processes. Now we've touched upon some of the capabilities you see on this slide over here, and I'd highly encourage you to take a screen shot of this slide. It's actually one of my favorite slides because it allows you to gain a very quick review of the key service challenges you might be facing, the solutions and capabilities offered by FSC that can help you with those challenges and the end outcomes that you want to drive, and all of this is making sure that you're still compliant and improving customer satisfaction throughout. So I'll just give you all a few seconds to take a quick screen shot of this slide. All right. Now FSC has been adopted by a number of financial institutions. It's been seen as a trusted solution across the board, and some familiar names include the Bank of the Philippine Islands, RCBC, MUFG, Royal Bank of Canada, PayPal, Prudential, Techcombank and many, many more. But I wanted to spend a bit more time diving into the outcomes we managed to achieve together with BPI. Now BPI is one of the largest banks in the Philippines. And if I remember correctly, it's also one of the oldest banks in the Philippines. It was founded way back in 1851. Now BPI decided to leverage Salesforce across their branch network and contact center to ensure that advisers and service agents have access to that same holistic customer 360 view of their customers. And by doing so, BPI was able to, first and foremost, drive a 25% reduction in average handling time at the contact center through their unified agent console, through integrated knowledge articles and quick one-click actions for critical service processes. In addition, they were also able to achieve a score of 90 -- an NPS score of 90 for financial advisers because they could now leverage Salesforce capabilities to better understand client needs and proactively develop plans to help clients meet their financial goals. In terms of enhanced cross-sell, they were also able to achieve an 80% increase in sales conversion through various opportunities, and you saw some of that in the demo earlier with Einstein Copilot Next Best Action, helping them seize those unique cross-sell and upsell opportunities and provide the right sort of recommendations to customers. And of course, they also saw a significant reduction in time for admin tasks, such as generating reports or reassigning tasks to others. If I remember correctly, it was almost 3 days saved in terms of effort, in terms of man hours through simply bringing everything on a singular platform. And BPI is just one example. We've delivered the same tangible impact to many other customers globally. And I hope -- and some of those metrics are actually here on the slide as well for your reference. But I hope these metrics give you an idea of the powerful outcomes you can drive with FSC, especially when it comes to customer service across your various service channels in the organization. And with that, we've actually come to the end of this presentation, but, why don't we jump into Q&A? I hope the questions have been coming in throughout the session. Sonny, have you've been keeping track? Should we go through some of the questions that have come in?

Hey, Mehul. Yes, yes, yes. There are a few questions, but I did want to say that I love the BPI story. They're really close to my heart because I worked with them a lot. I was also a customer. I'm a customer of BPI as well. So I'm really happy they've achieved so much success.

Yes, the questions, all right. So let me check the Q&A window, and we do have a few. And I think the first one you could take. So let me read out the question first. Question number one, why is streamlining the dispute process so important? That's a good one. Mehul?

Very on theme. We've spent a good amount of time in this presentation focusing on transaction disputes, and I think it's a great question. I would look at it in 2 ways. First and foremost, let's look at it from a customer's perspective. I think the success of a financial institution really depends on how they address customer issues and complaints, especially when it comes to financial transactions and discrepancies. There's been a growth in digital transactions. There's also been a significant rise in volume of disputes across financial services. And as a customer, I think the way my bank handles a transaction dispute really allows me to see how customer-centric they are. So I think it's critical for a bank to prioritize it from a customer lens. But when we also look at it from a bank lens, disputes cost financial institutions a lot of money and a lot of effort as well. So if they don't have a clear strategy in mind on how to manage disputes, they risk losing a lot of money and time and effort as well. Fortunately, Transaction Dispute Management for FSC, and we saw a demo of that earlier, allows banks and allows financial institutions to really streamline that dispute resolution process and make the strategy actionable as well as customer centric. I think that's really why I think dispute -- transaction disputes are extremely critical in this day and age, especially.

Yes, yes. Absolutely, absolutely. I agree. And we do have a survey as well that says, I can't remember the exact number, but on how many customers will leave and switch banks or insurers if they're not happy with the service at all. So it does affect loyalty. All right.

I personally have been through that as well, so I know exactly how it feels to go through a transaction dispute.

Yes. Definitely, definitely. And if anyone in our audience has any experiences to share, positive or negative, in customer service, do share it with us as well through the chat. All right. Question #2, what are some examples of how AI can help you deliver personalized customer service? Let me take this one because there's a research that I read recently. So this is from a Salesforce research. And we found a 63% -- yes, 63% of service professionals say generative AI will help them serve their customers faster because it saves them over 4 hours weekly, and that's nearly 1 month per year. So it's actually very significant. And really drawing from your trusted customer data, generative AI can automatically generate relevant content, such as different things like action summaries and service replies are 2 good examples. What it really does is it helps agents find answers, to know questions and issues and really surfacing that content from their knowledge-based article. So they don't need to swivel chair, and they don't need to start from scratch with each new collar. And this makes agents more efficient and allowing them really to focus on the more complicated cases and really focus on what the customer needs, right? And expanding that, it's not just helpful for customer inquiries. AI can look at customer data preferences, transaction history and customer service logs to generate new offers, recommend next steps, provide assistance for customer-specific questions or issues and, really, regardless of how they communicate, even the self-driven experiences and maybe it's not agent-assisted. A good example is if a customer is getting married and asks about opening a shared account. So generative AI can create a suggested reply for an agent that includes details specific to the customer's finances, as an example, while really also triggering a follow-up e-mail to the client with relevant offers for newlyweds. Now these are highly personalized recommendations, and they're possible because AI uses customer data to create this content, and that's been better matched to real-time customer needs, right? And that really improves customer engagement and, of course, loyalty as well. All right. A bit long, but I hope that answers the question.

I think, yes, there's so much potential for AI, really. It's a great question. Thank you for asking that.

Yes, yes. A lot of potential. All right. Question # 3, this one is probably already a Salesforce customer. I have already built equivalent features, so what value does FSC add? Mehul, do you want to take this one?

The age-old question. We read the -- we even received this question before. We recognize that there are customers who might have started their Salesforce journey, even before FSC was born or maybe at some point in the last 8 years when FSC didn't offer them what they needed. But I just want to say that the product really has moved forward immensely, especially over the last couple of years. And it is very, very rapidly evolving. We spoke about the 3 releases every year and the continuous innovation focus that is critical for FSC. So the product has evolved quite a bit, and there are numerous industry-leading features in FSC at the moment. That said, if you have already built those equivalent key features, then I think there are 3 key considerations worth thinking about. I think, first and foremost, really is, how do you plan to maintain and evolve those features that you've built in the future? Features continuously need to evolve, and they need to adapt to technological trends as well. How are you going to embed AI into some of those features and drive productivity for the folks that are using them? So there needs to be a road map in your mind for how you plan to maintain and evolve these features, and that is the first consideration that I would propose. The second one really is, what else is on your Salesforce road map? And you might want to check if that's already part of FSC or if that's actually coming up fairly soon in one of the subsequent releases because if it is being offered out of the box as part of FSC, then it might not actually make sense to invest that amount of time and effort in building and customizing it yourself. And the third one -- the third consideration, I would say, is how confident are you in getting that continued investment to build out these new features? And I think this is a very critical considerations. And we've had numerous conversations with customers where this has become a struggle in the end. Being able to sustain those investments to continue building out on your roadmap of customized features is often a challenge. So you might also want to take that.

Yes. Mehul, sorry, I can't quite hear you. Lost you for a couple of minutes, well, not minutes, but I can see your mouth moving, but I can't hear you. So okay, while Mehul is fixing his audio, just wanted to share as well. So using FSC features, a lot of -- there's -- we have some customers who actually feel that it's a big migration to move to FSC and take advantage of all the different innovations that we're delivering as part of FSC. One of the things that we've shown, and we do this through hands-on campfires, it's like workshops, hands-on workshops with our customers to actually let them see that there are certain capabilities in FSC that you just can just switch on or do specific configurations. So it shows up on the pages that you want to see it. And then that's it, right? So it's a reasonably low-level effort. Of course, overall, there's still a longer-term planning and all of that. But it's -- there are some certain capabilities that are worth exploring because it wouldn't be this big mega project that would be like. Okay. All right. Mehul, are you back? Still can't hear you. All right. Okay. No, can't hear you. I can see your mouth moving. Let's -- anyway, let's -- let me -- let's look at the -- let me keep looking at the questions first, right? So question 4, and yes, I'm going to take this one. So that was -- so let me read out the question first. That was an informative presentation in demo. Thank you, thank you very much. Seems like Salesforce Financial Services Cloud has moved on beyond CRM. Is that a correct statement across the customer journey? Absolutely, right? So as Mehul mentioned, right, so we do 3 upgrades a year, and our winter release is coming with a lot of goodies again. So Financial Services Cloud began primarily as a CRM. But today, our financial services customers are using our functionality for a much broader scope. And since we have throes of customer data, a suite of automation tools and extendable integration capabilities, all of this Mehul described, we are really uniquely positioned to offer innovative solutions for financial services customers. And these business process across the customer life cycle is -- we affect across that, right? For instance, creating modern streamlined onboarding processes for both internal and external customers. So think eKYC and onboarding discoveries and so on. And as we've shown today, the second point, scaling customer service by offering templates for common, complex service processes. I showed you in the demo transaction dispute, but there's other things, complaints, managing beneficiaries and so on, all within reach from within the same page that you're looking at when you're looking at your customer record. Third would be a good example of delivering personalized financial engagement. The ability to help your customers progress towards a financial goal and making plans around that, so that they achieve their goal and being able to get insights into their financial health, their net worth, their income, their expenses and being able to give advice based on what you know about the customer. And that also would power AI to actually gain some insights that may not be apparent. And the third -- sorry, the fourth would be another good example of deploying automated code rate and apply processes like in insurance, and that's not just on the front end, let's say, the -- for the distribution agents to actually capture it, but to actually process that from mid all the way to the back office. So while we started as mainly a front office application in CRM, we've moved to beyond CRM and beyond the front office going to mid, all the way to back office. And of course, on top of all of that, we also offer a tooling to design or augment unique business processes to fit your unique business needs. All right. Let me check. Mehul, are you back?

Am I back?

Yes, you are. All right. So I think that is all the time we have for the questions. But please, let's keep the engagement going. So please continue to ask questions, and we'll answer them in the chat. Thanks very much. Mehul, we've got a couple more slides.

All right. So before we wrap up our session and before that, my apologies, technical issues, but I'm glad to be back. Before we wrap up the session, I'd like to point out some additional ways for you to stay engaged with us. We've got some free resources to support your organization's growth. So I'll give you a couple of seconds to scan these QR codes, while I explain each of the resources. So the first one is the financial services playbook for effective data maturity. It outlines the 5 steps to data maturity for banking, insurance and wealth and asset management firms. The second and third resources focus on how responsible generative AI can help future-proof the banking and insurance sector. So the middle one is for banking, and the third pillar is for insurance. So I'll give all of you a few seconds to scan the QR code. These are very, very useful resources, and they will give you a lot more ideas on how to power not just your data strategy, but also your GenAI strategy for your organization.

Yes. Mehul, those -- I'm biased. I like -- my -- the first one is my favorite. I like how it talks about data strategy, data integration, data maturity and, like you said, walking through to the 5 steps, from setting goals all the way to transforming their organization. So a really good one.

Agree. And I think data is the foundational -- it's the bedrock before you can even think about AI. You need to get that data strategy right first. So I agree. I think that's my favorite resource as well.

Yes, definitely.

All right. I know you guys still have a lot of questions for us, but unfortunately, we've come to the end of this main webinar. Before you go, we'd love to hear your feedback about this webinar, so please help us out by completing the short survey, and that will really allow us to develop the right content for future webinars and events. Today's webinar is also going to be available on demand after we wrap up, and it will be accessible using the same URL you're on now. A recording of this session will also be sent to you after the event for you to easily access it together with the free resources that we spoke about earlier. Once again, a very big thank you to all of you for giving us your attention and for asking some great questions. And my apologies for the little technical hiccup in the middle, but I thought it was a fantastic conversation that we had today. Let's give each other a round of virtual applause. Thank you, once again.

Thank you. Appreciate it.