Salesforce has made a significant move in the omnichannel space by acquiring PredictSpring, a unified omnichannel retail platform. This acquisition signals an important shift in the CX landscape, highlighting the growing need for seamless integration between physical and digital touchpoints.
Let’s explore what this means for the broader CX environment and how CX professionals can adapt.
How will PredictSpring complement Salesforce offerings?
PredictSpring brings a comprehensive suite of POS solutions to the table, designed to enhance in-store operational efficiency. By integrating PredictSpring’s technology with Salesforce’s Customer 360 capabilities, the CRM giant aims to empower brands and retailers to deliver more personalized, frictionless engagement across all customer touchpoints.
PredictSpring’s modern POS software, which includes features like fast checkout, cloud POS solutions, and a CMS for customizable experiences, aligns well with Salesforce’s vision of unified customer profiles and streamlined experiences. This integration promises to elevate the in-store experience to match the sophistication of online interactions, a crucial step in today’s retail environment.
What does this mean for the broader CX environment?
It’s no longer sufficient to simply be present on multiple channels; the key is creating a cohesive, seamless experience across all of them. This approach has proven highly effective, with companies employing strong omnichannel strategies seeing customer retention rates of about 89%, compared to 33% for those with weak omnichannel approaches.
Salesforce’s move reflects the growing emphasis on bridging the gap between physical and digital channels. As consumers increasingly expect a unified experience regardless of how they interact with a brand, companies must adapt to meet these expectations or risk falling behind.
What is the role of CCaaS and what are its integration capabilities in this context?
As Salesforce expands its capabilities through acquisitions like PredictSpring, the role of CCaaS solutions becomes even more crucial. CCaaS platforms need to seamlessly integrate with these expanding ecosystems to provide a truly unified customer experience.
This is where CCaaS configuration automation comes into play. Tools that streamline the integration and management of CCaaS platforms with CRM systems like Salesforce can significantly reduce complexity and improve efficiency. These automated solutions can help businesses quickly adapt to new technologies and capabilities, ensuring they can leverage the full potential of their CX tech stack.
The future of CX is omnichannel. Are you prepared?
The Salesforce-PredictSpring acquisition serves as a clear indicator for CX professionals. The future of customer experience is clearly omnichannel, and businesses need to prepare accordingly. This isn’t just a passing trend, in fact, the number of businesses investing in omnichannel experiences has increased from 20% to over 80%, according to PwC.
In this context, exploring solutions that enhance omnichannel CX delivery, such as automated CCaaS configuration tools, can be a significant advantage. These tools not only streamline operations but also ensure that businesses can quickly adapt to new technologies and changing customer expectations.
As the lines between physical and digital experiences continue to blur, the ability to deliver a consistent, personalized experience across all channels will be a key differentiator. The question is no longer whether to invest in omnichannel CX, but how to do it most effectively.