Tech Disruptors Salesforce Marketing Cloud in a New AI Agentic World
Aug 7, 2025
Steve Hammond, EVP at Salesforce Marketing Cloud, discusses the future of marketing technology and the impact of AI on customer engagement. He highlights the innovation of autonomous, context-aware agents that personalize marketing in real-time. The conversation delves into the integration of data across sales and service, the importance of personalized experiences, and how businesses can thrive during economic cycles by leveraging trust-centric customer data. Hammond also addresses the evolving expectations of consumers in the AI era and the necessity for adaptation.
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Unified Customer Experience
- Customers want a seamless experience that spans marketing, sales, and service without differentiation.
- Salesforce Marketing Cloud integrates these journeys to enhance customer engagement at every touchpoint.
Fisher & Paykel Personalization Example
- Fisher & Paykel uses Marketing Cloud to personalize digital and in-store appliance shopping.
- This boosted conversion rates and customer satisfaction significantly.
Native Integration Advantage
- Marketing Cloud tightly integrates with Sales and Service Clouds, sharing customer data natively.
- This allows seamless, real-time personalized experiences across marketing, sales, and service teams.