Herbie Hancock, the jazz great, once said, “Jazz is about being in the moment. It’s not exclusive, it’s inclusive.” Businesses today have to be the Despite the widespread The goal of every State of best listeners: How can they be enthusiasm and anticipation Salesforce report is to inspire in tune with every click, call, tap, surrounding AI, about half of all innovation with information. This and share? It’s a cacophony of businesses aren’t prepared to year’s report provides a deep look information that can overwhelm adopt it. The global strategic into how businesses are thinking companies of all sizes. As we partnership between Salesforce about, investing in, and using uncovered in this year’s report, and IBM is proof positive of how AI, analytics, and transformation finding and accessing customer AI is becoming more accessible initiatives on the Salesforce data from different sources is to everyone—and evidence that platform. Use these insights to the most common operational businesses need to seriously plan tune your Salesforce investment challenge across Sales, Service, for AI now. Salesforce built the to the soundtrack of your business. Marketing, and IT. But if you’re world’s #1 CRM and developed its I hope you enjoy Bluewolf’s sixth- able to listen closely, to pick up Einstein AI capabilities to facilitate annual State of Salesforce. on the tones and full range of more personalized, one-to-one both structured and unstructured relationships between businesses Eric Berridge data—good and bad—you can and their customers. IBM built CEO & Co-Founder hear the rhythm of your customers, the world’s most advanced Bluewolf, an IBM Company the sound of every note they machine learning system for better produce, and use that data to stay relationships between people agile and relevant. and technology. Together, the combined AI capabilities of IBM Augmented Intelligence (AI) is the Watson and Salesforce Einstein vehicle that can allow businesses can connect us more deeply to use data at scale to connect than ever before, leading to real more deeply than ever before. business outcomes. The State of Salesforce Executive Summary 5