When companies successfully leverage customer data to create and activate 1:1 personalized journeys, they gain a significant edge in today’s experience-driven economy.

By humanizing data, and creating a connected customer experience, your brand moves beyond viewing customers as mere numbers, patterns, and algorithms. Instead, you see them as individuals, fostering deeper, more meaningful relationships.

Salesforce Data Cloud empowers you to deliver these connected experiences in real-time. At this year’s Salesforce Connections, in their presentation, “The power of connection: Data-driven experiences for ROI,” Horizontal’s Chief Digital Officer Chris Staley and Chief Technology Officer Sheetal Jain, shared how to get the most out of your cross-channel customer data using Data Cloud. Below are three powerful use cases that can help your organization create a connected customer experience.

Use case #1: Consolidating data for a 360-degree view of the customer

Often businesses think they know what customers want, when in reality, they are not utilizing the right data to understand who their actual customers are or how to best sell to them. After all, customer needs change, new trends emerge, requiring businesses to continually pivot.

That’s why a comprehensive view between all business channels—marketing, sales, customer support—is essential. Without this, you’re flying blind, unable to unlock a solid CX strategy. By integrating data from various sources, such as CRM systems, social media, email campaigns, and customer support interactions, Data Cloud brings all customer data into a single, unified platform, providing a 360-degree view of the customer.

Now, you can start to identify patterns and trends that were previously hidden in siloed data. You might discover that a customer who frequently engages with your marketing emails also tends to make high-value purchases when using certain discount coupons. Armed with this insight, you can tailor your marketing strategies to target similar customers more effectively, optimizing their journey and boosting conversion rates.

Use case #2: Making decisions faster using AI

Using Data Cloud’s AI capabilities, you can swiftly analyze historical data and patterns, make informed predictions about customer behavior, and forecast product demand—enabling you to stay ahead of competitors and capitalize on new opportunities.

Within Data Cloud, you can train and adapt your data model. Most likely, you will have to tweak it, and tweak it, and then tweak it again to discover the sweet spot for your business. 

Data Cloud's robust visualization tools transform complex datasets into clear, actionable insights, allowing your team to grasp trends and anomalies at a glance. Imagine having a real-time dashboard that highlights key performance indicators, customer engagement metrics, and market shifts—empowering your team to act swiftly and strategically.

Use case #3: Optimizing the user journey

Wouldn’t it be nice to quickly reactivate customers once their activity drops? Or show personalized messages to customers who are highly engaged? Data Cloud really shines in its ability to enhance user journeys with precision. 

Through Data Cloud’s segmentation features, you can organize your customer database effectively based on behavioral patterns, purchase history, and website activity. In addition, AI-powered segmentation provides direction on building advanced segments using the power of calculated insights such as Lifetime Value, engagement scores, and more.

For instance, you can create a segment using Einstein AI within Data Cloud by typing in simple words, erasing the need to write complex queries. This makes segmentation more accessible and efficient, enabling you to understand your customers better and optimize their journey at every touchpoint. 

See Data Cloud in action

There are countless other ways Data Cloud can revolutionize your customer experience by harnessing the power of data. Explore more success stories and use cases, and reach out to us for a tailored demo.