Salesforce World Tour 2023 in Stockholm

I attended the Salesforce World Tour in Stockholm on Tuesday. I have to say I came away from the event feeling energised and inspired.

Here are 5 of my personal takeaways:

1. The community is more powerful than ever. After 4 years and the pandemic times, this session confirmed to me that there was still a very strong and active community in Sweden. Salesforce counted over 2000 attendees. This is big for the Nordics. I have attended all of them in Sweden in the last 15 years, but this one was by far the biggest gathering of customers, users and experts.

2. Probably the best place to learn tips and tricks on digital matters in Sweden. Whatever you may think, it is not only about Salesforce product, but rather on digital transformation as a whole. It gathers in the same location business users, digital transformation experts, solution architects, developers, product specialists, and the like. In one single day, I could discuss digital transformation in financial services with bankers, insurers, and even competitors 😁 . I could also talk collaboration, smart contracts, e-signing, customer experience in retail, and so one. Learning never stops 👨‍🎓

3. Customer centricity is (definitely) key. This is one thing certain, coming from most of the customer stories in the breakout sessions. I really enjoyed especially the one with Fazer and Fluido on how to build a community and increase loyalty. No “grand theory”, just pragmatic and practical steps on how to do it. Very insightful.

4. Collaboration is critical and my talks with the Slack team were very insightful. Probably like you, I often experience organisational and data siloes in projects. I know there is no single business unit that can deliver a great customer experience on their own. And I’m constantly thinking on how to solve the problem. Organisational, process or technology-wise.

5. Data quality is essential. It was confirmed in the breakout session on analytics. It’s just impossible to deliver a great digital experience or make good decisions with dirty data. We can buy and implement the best CRM solution but it won’t help.

Overall, it was a very good way to stay up-to-date on the latest trends, (re-)connect with customers, partners, former colleagues and friends, and, also, to spy on competition 😎.

If you have the chance to attend it next year, I highly recommend it!

About the Author

Didier Dessens

CRM and Digital Experience Advisory