Constellation Research Thought Leadership Paper:
Crafting Enduring CX
Experience is Not Skin-Deep
Crafting EnduringCustomer Experience
Customer Breakout Session at 
InteGREAT Experience with MuleSoft - Johnson Controls Way
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Experience Engineering
Industry Advisory | Human-centric Design | Immersive Experiences | Creating Connected Enterprise through API-fication
Monetizing your Data
Master Data Management | Customer 360 | Strategic Selling
Industry Solutions
Manufacturing | Financial Services | Automotive | Insurance | Media | Technology | Consumer Goods
Maximize Value from Salesforce Investment
Platform Simplification | Extreme Automation | Center of Excellence
Solutions
Platform
- Security and Compliance
- Data & Analytics
Comprehensive suite of platform tools and accelerators to monitor Org Health, identify system threats and take remedial measures. The solution consists of light-weight data tool for Day Zero and ongoing operational data transformation. It helps drive Org Simplification and Tech Debt Management by uncovering code redundancies and inconsistencies.
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Key Features
- Application and integration error monitoring framework for proactive identification and resolution of issues
- Real-time analytics for runtime and organizational governor limits
- Simplify data transformation for Salesforce standard and custom objects
- Integrated security and compliance monitoring tools for DevSecOps
- Compare and optimize Salesforce permission among all Salesforce orgs/sandboxes
- Code dependency and traceability matrix to identify unused code for refactoring/elimination
LTI Pulse MDM and Customer 360 provides harmonization, enrichment and ongoing management of customer and other related data across the enterprise. The solution further profiles high-value customer interactions and drive predictions to accelerate business growth and create better experiences.
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Key Features
- Configurable data quality, validation, matching and transformation rules
- Pre-built data injection and federation mechanisms with the ability to bring and publish data in any format
- Automated data governance process, collaboration, and exception management
- Ease of mining new business opportunities across complex selling relationship
- Proactively identifying customers at risk of churn and subpar experience
- Data-driven recommendations to build a comprehensive view of customer information and enable a better experience
Industry Solution
- Insurance
- Manufacturing, Consumer Goods, Technology
- Automotive
- Automotive
- Banking and Financial Services
- Banking and Financial Services
Advisor of the Future “AOTF” is a NextGen Advisor Desktop for building holistic client relationships powered by advance analytics, omnichannel experience and digital transformation.
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Key Features
- One-stop shop for the advisor to manage customers relationships – prospecting to servicing
- Flexible hybrid onboarding experience from needs analysis, through Quoter, eApp, and policy delivery
- Digital toolset for omnichannel engagement with prospects and customers
- Real time actionable insights and nudges to enable advisors for pro-active engagement
- Data-driven dashboards with next best actions for customer profiling, engagement, and personalization
- Omnichannel communication for personalized interactions and messaging
D2C BOLT provides accelerated and collaborative experience for customers & manufacturers. Digitizing manufacturing value chain through deeply integrated data systems and processes to provide unified experience that fosters brand trust and transparency for customers while amplifying sales and optimizing margins for manufactures.
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Key Features
- Simple channel agnostic buying experience with seamless channel switching
- Integrated commerce & CPQ functions to enable quick configuration & quotation for MTO (Make-To-Order) products based on customer specifications
- Enable guided selling through a constraint-based rule engine, aiding customers to make the right selection of equipment suited to their end users
- ATP (Available-To-Promise) - Gives accurate delivery commitments based on current Inventory Status
- E2E Collaboration across sales, product engineering teams and the customer
LeaseTrac provides superior experience for customer, manufacturer and dealer through its comprehensive and unified solution. It delivers seamless, end-to-end digital capabilities from lease origination to servicing. Built on Automotive cloud, the solution extends the core capabilities of Vehicle Sales and Asset management.
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Key Features
- Unified and streamlined digital lease origination and administration
- Centralized and intuitive lease application management
- Provide a comprehensive vehicle 360 view through built-in leased asset management
- Monitor risk through AI driven credit decisioning and profiling for customers & dealers
- Custom lease contracts based on customer risk profile and key demographic attributes
- Capture customer intent at ‘end of term lease’ and automate action based on intent – extension/pay-off/turn-in
DealerPro creates a connected experience for dealership staff, dealership managers, vehicle owners and OEM with seamless flow of information and ‘always – on’ dealer management and communication system. Dealer Pro aims at reducing the vehicle downtime and offering all tools required for enhancing dealership performance.
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Key Features
- Touch Point Management: Integrating customer touch points including digital assets like website and social media with dealership enquiries
- Modelling Tools: : Tools to empower dealership staff to provide more sophisticated advice to the customers.
- Digital Drill Down: Ability to perform root clause analysis on performance anomalies by linking metrics bottom – up.
- Inventory Search: Dealers must assess the needs quickly and ascertain the TAT and quote which requires real-time visibility to the inventory
- New Age Incentive Program: The change in touchpoints and fragmented interactions need a real-time incentive program for dealership sales.
- Social Media Integration: Increased efficacy of dealer marketing efforts by providing them collaterals, trainings and SEO support to coordinate larger campaigns.
MortgagePro is next gen digital mortgage processing platform focusing on enriching client experience, improving profitability and faster processing cycle through integrated Front, Middle and back-office operations, superior client insights and end to end process automations. Built on Financial services cloud, the solution provides AI driven decisioning and product recommendation.
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Key Features
- Engage customers with personalized and contextual experience each time
- AI driven automated credit decisioning for improved productivity
- Comprehensive exposure & portfolio analytics to minimize risk
- Digital document management in compliance with regulatory & KYC requirements
- Built In integration with market leading loan servicing platforms
WealthPro helps Private Bankers and Wealth Firm in gaining competitive advantage by offering personalized & holistic wealth advice, superior client experience and goal based financial planning through digital transformation, data driven intelligence and smart advisory tools.
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Key Features
- Comprehensive wizard to capture clients’ financial portfolio, priorities, goals and personalized wealth plans
- AI driven personalized wealth product recommendation to meet clients financial goals & plans
- Scenario builder to help simulate future portfolio growth based on micro & macroeconomic scenarios
- Cohesive digital experience for clients, providing flexibility to monitor portfolio growth and financial goals realization
- Aggregation of financial accounts from multiple Institutions for generating a comprehensive portfolio view
- All-Inclusive financial planning for the household
Speaking Sessions
Customer Breakout Session
InteGREAT Experience with MuleSoft — Johnson Controls Way
Learn how an American Fortune 500 manufacturing HVAC, Fire & Security systems conglomerate was able to accelerate digitalization of their supply chain operations and the integral role of Salesforce and MuleSoft to transform the enterprise integration ecosystem through adoption of API led integration, governance & automation.
Kyle Nathan Usher
Enterprise Integration Architecture Leader, JCI
Yusufzai Khan
Chief Technology Officer, Low Code Platforms, Digital Engineering
Thursday, September 22, 02:30 PM PST | Room - 2010
Theatre session #1
Creating Lasting Experiences with Customer 360
Understand the critical ingredients required to create enduring experiences for customers and partners. Learn how to bring them together to evolve customer relationships.
Dmitri Novomeiski
Commercial Head Manufacturing, Energy, Life Sciences for Salesforce
Tuesday, September 20, 03:00 PM PST | Room – Theatre 2
Theatre session #2
Art of AI with Salesforce
Learn how to identify and create better intelligent experiences throughout the customer engagement lifecycle. Demystify Salesforce AI capabilities and ways to make them generate value for your business.
Vijay Mathur
Global Head of Technology for Salesforce
Thursday, September 22, 11:00 AM PST | Room – Slack Theatre
Thought Leadership
Solve with LTI x Salesforce
at Dreamforce 2022.
LTI is a partner of choice for many enterprises across industry verticals for its customer-led innovation and unification of the entire digital thread. Join us at Dreamforce 2022 to understand how we bring KPI-driven improvements and hence elevate your brand by leveraging our next-gen products and services. Learn from some of our thought leaders.
The Team
Meet the Experts
Rohit Kedia
Chief Business Officer
Amarnath Juluri
Vice President and Global Salesforce Practice Head
Dmitri Novomeiski
Commercial Head, North America – Manufacturing, Energy, Life Sciences
Shashidhar Burri
Global Commercial Head – Banking and Financial Services and Insurance
Vikas Bhadoria
Commercial Head, North America – Media and Entertainment, Consumer, Technology and Utilities
Vijay Mathur
Global Head of Technology
Yusufzai Khan
Chief Technology Officer, Low Code Platforms, Digital Engineering
Insights
Constellation Research Thought Leadership Paper:
Crafting Enduring CX
Why Moving Beyond Skin-Deep Experiences Requires Orchestration of the Enterprise Value Chain?
How often do you witness a great Customer Experience vision impeded due to a skin-deep configuration approach? Quite often, we believe; for complexities of delivering end-to-end processes often lead to rigid systems that accumulate technical debt and require frequent refreshes or expensive re-implementations. In fact, according to Constellation Research, almost half the CX projects somewhat fail at first for these very reasons. Then, what’s the right approach that would get you into the other half? Read this Thought Leadership Paper by R “Ray” Wang, Founder & Principal Analyst, Constellation Research, to help you with an elaborate premise for enduring Customer Experience. This report delves into the challenges customers face as well as what requirements they seek today, and what’s needed to fulfil that great Customer Experience vision of yours!
Download The Paper
Meeting Agenda
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