Salesforce DX. Offering a great customer experience is the easiest way for any business to nurture. Customer experience, i.e., CX is one major area of focus in the era of the Fourth Industrial Revolution. A recent study done by the Harvard Business Analytic Services revealed that about 73% of the business leaders attest that it is a relevant customer experience that plays a key role in the overall performance of any business. About 93% of industry leaders who participated in this study also estimated that it is CX which will become more and more critical in terms of a business’s success in the coming years too.
Role of Salesforce DX in Filling Technology Gaps in Customer Experience
On the other side of this study, only about 15% of the companies rated the effectiveness of their customer service as high, but not because of the lack of data availability. Say, for example, about 44 ZB of data is created on a daily basis. The development of apps has boosted data generation by about 44%, nearly 80% of the customer vehicles and homes are now connected, and the growth of artificial intelligence and automation also will be boosted in the coming decade. With all these technologies coming in to hand, why there is a technology gap in ensuring optimum customer experience?
Technology gaps in CX
Based on the Harvard survey, the major gaps in technology which hinders optimum customer experience are:
- Full data visibility across all the functional sectors.
- Limited visibility to end customer experience
- Understanding the relevance of data
- Gaps in system integration across various channels and products.
In light of the above, the major challenge for organizations, as explained by the business administrators, is that there are a larger number of systems of varying nature which act as the data sources. Data is flowing in from various channels as POS, ERP, e-com platforms, social media, and even in-store cameras. The majority of the companies that participated in the above-mentioned study also pointed out that their CRM systems also act as the major source of data. All CRM applications aren’t similar, so the effectiveness of any random CRM in terms of CX may largely vary.
In addition to these facts, there are many companies that also know where they get the data from, but don’t know ways to manipulate it effectively, keep it relevant and fresh, and how to convert it to a useful asset for the business’ benefits. In fact, as Flosum points out, storing data shouldn’t be made the major focus here, but the focus should be on simultaneously process the workflows for ongoing business actions.
The role of Salesforce DX is better CX
Back in 2017, Salesforce came up with their best solution on the Force.com platform, which was called Salesforce DX. The actual goal of that release was to make the development on Force.com much more aligned and comfortable in local development environments. Primarily, all these focus towards allowing the developers to create the apps easily and then push them to the temporary scratch org for testing and quick releasing. If things work out well, then the app can be instantly packaged and installed on any random org through AppExchange
Even though DX is there around for some time now, still most of the users are still doing their development on Force.com in a much traditional way. This means they are actually missing out on many advantages of the latest DX pack in terms of improving customer experience.
Salesforce DX development
Before developers started to work on DX, the code needed to be downloaded from the Org. So, every developer is downloading from the same org, which acts as the sole source of truth. When someone makes a change and push this code back to the Org. Then others may keep the outdated version of the codebase without knowing what changes are made. In another given situation, someone may also make a mistake in the code, and then others pulling it off the org will start to find errors popping up everywhere. This way, things may go out of hand easily. This is where DX comes in.
The approach starts by replacing the Salesforce org source of truth with GitHub, Bitbucket, or any other VCS (Version Control System). So, each developer in a teamwork environment can pull the codebase from the repository and work on their own part. Salesforce DX will create a disposable org, which is called scratch org, making the task much easier for developers. The developers can quickly and find if their code is working as expected and even on finding it faulty, the other developers don’t get affected. Anyone can make any declarative changes also like the addition of a custom object, adding an additional field, or create a process builder to let the DX pull the changes back into the local codebase. Role of Salesforce DX in Filling Technology Gaps in Customer Experience.
Designing a great customer experience
As we have seen above, predictive analysis and artificial intelligence are not long the technology of the future, but you can use it right here and now with the help of Salesforce DX. Even though it may take some time for the developers to get accustomed to the new model of development, it will surely help save time and also reduce the potential of errors during development.
The major thing companies should do in order to take part and survive in the Fourth Industrial Revolution is to immediately act upon the seas of information which gets flooded on a daily basis to derive actionable insights from it. The Salesforce DX ability for ongoing development and instant deployment of applications will help businesses to effectively fill the technology gaps in business administration and customer experience.
The Role of Salesforce DX in Filling Technology Gaps in Customer Experience.
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