2 CX Goes Mainstream The role of IT has evolved beyond solely taking care of an organization’s technical infrastructure, to align with business stakeholders. Technology- driven changes in customer preferences for personalized, digital, anytime, and anywhere engagement has put pressure across the entire organization, including IT, to deliver customer experience. As the designated owner of the Salesforce Platform for over a third of Salesforce organizations, IT is now front and center to enable business transformations that enhance the customer experience. 10 Top Trends The State of Salesforce