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By 2021, AI-powered CRM activities could increase global business revenues by $1.1 trillion and create 800,000 net-new jobs, according to predictions in new study. Salesforce customers are estimated to account for $293 billion of this revenue and more than 155,000 of the net-new jobs by 2021. The global market for AI in CRM is estimated to jump from $7.9 billion in 2016 to $46.3 billion by 2021.
A Trillion-Dollar Boost: Salesforce Releases New Research on the Economic Impact of Artificial Intelligence on CRM
Summary
SAN 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."
Read more at the Salesforce website!
Salesforce, the world’s #1 CRM company and the Intelligent Customer Success Platform, empowers companies to connect with their customers in a whole new way. 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 about Salesforce, visit: www.salesforce.com.
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