A model for personalizing the modern customer journey

How ENGIE embraces the power of the possible with Salesforce Data Cloud

Learn more about how PwC helped ENGIE (a global energy and services group focused on low-carbon electricity generation, energy infrastructures, and customer solutions) pilot and fully adopt Data Cloud, leading to faster customer journey creation and a deeper understanding of customer needs.

Salesforce Data Cloud was designed to unify customer data and take action on insights with AI and automation in real time. This is empowering ENGIE with an expanded Customer 360 view that scales across multiple systems and helps drive faster time to market, even in the midst of a changing market and sector.

ENGIE was able to create tailored customer journeys in just one week, thanks to the new connections and unified data sources provided by Data Cloud.

The use of AI, with the help of PwC, aims for ENGIE to improve the work of call center agents by providing support, suggesting the right documents, and freeing up time for customer interaction.

Explore their AI journey

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ENGIE shared their story with attendees at Salesforce's annual Dreamforce event in September, highlighting how Data Cloud empowers their teams to collaborate more closely together to:

• Enhance customer engagement by establishing direct communication and tailoring messages to individual customers.
• Enable a flexible data model that can be easily modified to establish new connections with their information.
• Consolidate data from five different sources into Data Cloud, allowing them to fully leverage the immense power of these systems.