Driving Customer Success with AI
Driving Customer Success with AI


How did Salesforce use Einstein to rapidly build an application that helps salesforce provide an optimal product experience to their customers and maximize adoption?
The Data Intelligence (Di) team within Salesforce seamlessly merged Einstein technology and design thinking to build an application driven by a Net Adoption Score, used to both automatically identify and suggest guidance for customer success managers to help customers accelerate product time to value, and to inform product executives where to double down to make products customers love.
In this session, the Di team will present a case study of how they developed this application The talk will highlight the cutting edge technology (including deep-learning and advanced data visualization) and processes that solved the challenges inherent in enabling executives to compare product adoption across several billion dollar businesses, monetized in completely different ways, ultimately driving customers success.


Hernán Asorey is the Chief Data Officer at Salesforce. In this key leadership position, Hernán is responsible for transforming all data across Salesforce into actionable insights and ideate, design, and develop AI applications that lead by example the 4th industrial revolution at Salesforce. Hernan and team were responsible for Einstein Guidance (EG) for Salesforce with unprecedented accuracy by leveraging AI as a key differential to previous approaches in the field. (Einstein Guidance featured by Marc Benioff at Davos -https://www.cnbc.com/2018/01/25/davos-2018-ai-machine-called-einstein-attends-salesforce-meetings.html). Prior to Salesforce, Hernán held different roles in fields related to data, research and analytics at Hewlett-Packard, Symantec, eBay, MicroStrategy, and Microsoft. He has a degree in information systems engineering with specialization in applied math from the Universidad Tecnológica Nacional in Buenos Aires. Hernán also graduated from the Executive Program at Stanford Graduate School of Business.

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