TMCnet News
A Trillion-Dollar Boost: Salesforce Releases New Research on the Economic Impact of Artificial Intelligence on CRMSAN FRANCISCO, June 14, 2017 /PRNewswire/ -- Salesforce [NYSE: CRM], the global leader in CRM, today announced new research from IDC detailing the economic impact of artificial intelligence (AI) on CRM. AI-powered CRM activities will drive new efficiencies in how companies sell, service, and market, ultimately expected to create more than $1.1 trillion in new GDP impact worldwide and 800,000 net-new jobs by 2021—surpassing those lost to automation. AI has impacted nearly every aspect of our consumer lives, redefining how we engage with technology and each other. With the convergence of increased computing power, big data and breakthroughs in machine learning, AI is also poised to transform how people work. While some researchers predict automation driven by AI could impact 49 percent of job activities and eliminate around 5 percent of jobs,1 new data from IDC suggests AI could also augment and increase the productivity of employees, specifically in CRM-related fields. From predictive sales lead scoring to service chatbots to personalized marketing campaigns, AI could provide every employee with tools to be more productive and provide smarter, more personalized customer experiences. According to the new IDC White Paper, commissioned by Salesforce,2 2018 will be a landmark year for AI adoption. More than 40 percent of companies said they will adopt AI within the next two years. In fact, by 2018, IDC forecasts that 75 percent of enterprise and ISV development will include AI or machine-learning functionality in at least one application. AI-powered CRM activities will cover a large spectrum of use cases and touch almost all facets of an enterprise, including accelerating sales cycles, improving lead generation and qualification, personalizing marketing campaigns and lowering costs of support calls. "AI is impacting all sectors of the economy and every business. For the CRM market—the fastest-growing category in enterprise software—the impact of AI will be profound, ushering in new levels of productivity for employees and empowering companies to drive even better experiences for their customers," said Keith Block, vice chairman, president and COO, Salesforce. "For companies embracing AI, it's critical that they create new workforce development programs to ensure employees are prepared for this next wave of innovation." Beyond the Hype: Companies Turn to AI to Work Smarter
With Einstein, Salesforce is removing the complexity of AI and empowering every Salesforce customer and business user with AI embedded across the company's leading apps for sales, service, marketing, commerce and more. Salesforce is leading the democratization of AI for CRM, and its customers are among the early adopters who are driving this economic impact. In fact, Salesforce customers are expected to account for $293 billion of the $1.1 trillion GDP impact and more than 150,000 of those direct jobs by the year 2021. Salesforce Trailhead Empowers Everyone to Skill-Up on AI Additional Resources
IDC Methodology To develop an estimate of the economic impact AI will have on CRM activities, IDC analyzed business revenues from 2016 forecasted to 2021, third-party GDP, gross outputs and employment estimates from enterprises in 54 countries. IDC also surveyed more than one thousand enterprises from Australia, Canada, France, Germany, Japan, the United Kingdom and United States on how much AI could improve CRM activities in the first year of AI implementation, the timeline for adoption and what this improvement could mean in terms of efficiencies for a company in cost savings and new potential revenues. For more information on the methodology of the study, please download the full study at: https://sfdc.co/AI_IDCReport About Salesforce Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE. 1 Source: McKinsey, "A Future That Works: Automation, Employment and Productivity," January 2017 2 Source: IDC White Paper, "A Trillion-Dollar Boost: The Economic Impact of AI on Customer Relationship Management," commissioned by Salesforce, May 2017
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/a-trillion-dollar-boost-salesforce-releases-new-research-on-the-economic-impact-of-artificial-intelligence-on-crm-300473660.html SOURCE Salesforce |