CRM data isn’t enough: Why AI-ready customer communications start in Salesforce

Salesforce has become the operational center for customer relationships. It tells teams who the customer is, what they bought, what they need, and where they are in the customer journey. 

But for many organizations, the communications that shape the customer experience still happen somewhere else. 

Customer letters, onboarding packets, claims updates, billing notices, service correspondence, disclosures, emails, and regulated communications are often created and delivered through disconnected systems. The result is a gap between the customer data teams rely on and the communications customers actually receive. 

https://blogs.opentext.com/ai-ready-customer-communications-salesforce/