Bose will reimagine its digital customer experience by implementing the Salesforce Service, Marketing, and Commerce Clouds.
The overarching goal is to provide personal experiences that “delight customers and build loyalty.”
To do so, Bose will deploy each of the cloud environments as follows:
- Service Cloud to empower agents with the tools to enhance customer service experiences, specifically through Service Cloud, which offers service reps the opportunity to work from a single “source of truth”.
- Marketing Cloud to streamline omnichannel customer conversations and exploit AI to draw insights from these interactions, which feed hyper-personalization engines and enable customized online experiences.
- Commerce Cloud to drive digital sales and accelerate revenues, possible thanks to out-of-the-box features, drag-and-drop tools, and innovative commerce portals.
Bose will also utilize MuleSoft to connect its back-end systems and Salesforce Einstein to gain critical business insights more quickly.
Discussing the partnership further, Jim Mollica, Chief Marketing Officer at Bose, stated:
With Salesforce, we will be taking our digital footprint to a different level – making it easier for customers to immerse themselves in the brand and delivering highly personalized, premium shopping and service experiences.
By harnessing the multi-cloud environment, Bose can also take advantage of the “connective tissue” that runs through Salesforce’s wide-ranging portfolio.
Indeed, Salesforce received praise for this capability in the recent Gartner Magic Quadrant for Digital Experience Platforms, where it was placed as a “challenger” within the space.
Other strengths highlighted by the leading market analyst include its wide-ranging partnership network, its choc-a-bloc App Exchange, and its thriving developer community.
Excited to share these notable strengths with Bose, Lidiane Jones, Executive Vice President of Salesforce Digital Experiences, added:
Bose has created premium audio products for decades and now, by combining marketing, service and commerce with Salesforce, they can bring the same level of customer-centric thinking to its service and digital experiences.
The partnership comes after Salesforce announced its “best quarter ever”, thanks – in part – to its 2021 Slack acquisition.
