Infobuzz December Newsletter

MONTHLY NEWSLETTER, VOL 04, ISSUE 12 - DECEMBER 2023

Leaderspeak

Welcome 2024

A year of growth, connection, and purpose

As we embark on the exciting path of 2024, I, like many of you, am filled with a sense of reflection and anticipation.

2023 was a year of remarkable achievements for Infoglenners, marked by resilience, growth, and unwavering dedication. Yet, the journey wasn't without its challenges, reminding us of the importance of perseverance and the strength that lies within each of us.

But looking ahead, it's not about what we've done, but what we choose to do in the new year. My personal aspirations for 2024 revolve around three core pillars: well-being, connection, and continuous learning.

Prioritizing Health & Happiness: The foundation of all success lies in a healthy mind, body, and spirit. In 2024, let's make health our top priority, not just for ourselves but for our families and communities. Embracing healthy habits, mindful practices, and a balanced lifestyle will fuel our individual and collective journey.

Building Bridges & Strengthening Bonds: Connection is the lifeblood of any thriving team. Let's reach out, forge new friendships, and nurture existing ones. Whether it's a colleague across the desk or a neighbor around the corner, every connection enriches our lives and strengthens the fabric of our Infoglenner family.

Embracing Lifelong Learning: The pursuit of knowledge is a never-ending adventure. Let's dedicate ourselves to continuously learning and growing. Whether it's mastering a new skill, exploring a fascinating topic, or simply devouring a good book, learning keeps us sharp, expands our horizons, and adds zest to our lives.

These are just my personal aspirations, and yours may take a different shape. Perhaps you yearn to explore hidden corners of India, contribute to a meaningful cause, or simply spend more quality time with loved ones. Whatever your goals may be, let's embark on this journey together, supporting each other, celebrating victories, and learning from stumbles along the way.

Remember, even the smallest step towards a personal goal contributes to our collective success. So, let's embrace the possibilities of 2024 with open hearts, curious minds, and unwavering determination. May this year be one of flourishing well-being, meaningful connections, and continuous growth for each and every one of us.

Wishing you all a healthy, fulfilling, and incredibly successful 2024!

Ibrahim Ahmad

Managing Director

CRM Trends

Emotional AI in Business: A Revolution in Customer Insights

Ever wondered about the transformative possibilities when technology delves beyond routine data analysis and into the complicated world of human emotions? Enter Emotional AI, a game-changer in how businesses interpret and elevate the overall customer experience.

Understanding Emotional AI:

Emotional AI, or Affective Computing, fuses artificial intelligence and machine learning to recognize, interpret, and respond to human emotions. Gartner predicts that by 2025, over 50% of large organizations will leverage AI to analyze people's emotions, behaviors, and sentiments.

Beyond transactional data, Emotional AI taps into the emotional dynamics of customer interactions. Imagine a company not just knowing what you buy but understanding how you feel about those purchases. Accenture reports that 75% of consumers are more likely to make a purchase from a company that offers this level of personalized understanding.

Emotional AI introduces innovative strategies for tailoring marketing efforts based on customer emotions. Analyzing social media posts, email communication, and customer feedback enables businesses to identify emotional triggers. Deloitte's survey suggests that personalized content, derived from Emotional AI insights, can lead to a substantial 20% increase in sales opportunities.

Sources: Marketsandmarkets, Salesforce, Medium, Contactpoint, Zenmedia

Deciphering Customer Sentiments:

The true power of Emotional AI in CRM lies in its ability to transform customer engagement. Consider a scenario where an AI system detects frustration in a customer's tone during a support call, prompting the representative to adapt in real-time. According to Salesforce, 73% of customers expect companies not only to meet but to understand their needs and expectations.

Enhancing Customer Engagement:

Tailoring Marketing Strategies:

The integration of Emotional AI with predictive analytics elevates customer insights to unprecedented levels. Understanding past emotional responses allows businesses to predict future behavior accurately. Imagine anticipating a customer's preferences based on their consistent excitement towards a particular product category. Research published in the Journal of Marketing Research indicates that predictive analytics can increase the efficiency of marketing campaigns by 20%.

Predictive Analytics and Emotional AI:

While Emotional AI holds immense potential, businesses must navigate challenges and ethical considerations. Privacy concerns, potential biases in emotion recognition algorithms, and the responsible use of sensitive emotional data require careful management. Striking a balance between leveraging Emotional AI's power and respecting customer privacy is essential for sustainable adoption.

Emotional AI represents not just a technological advancement but a paradigm shift in how businesses perceive and interact with their customers. In this new era of CRM, Emotional AI stands as a beacon, illuminating the path towards a more emotionally intelligent and customer-centric future.

Challenges and Ethical Considerations:

Project Insights

Managed Packages & Product Development

On 12 December, 2023, the Infoglen team gathered for a dynamic session by Pushkar Sharma. The session was packed with product development wisdom and practical tips for managing our Salesforce packages like pros. Whether you're a seasoned developer or just venturing into the Salesforce AppExchange world, there was something for everyone.

From Concept to Completion: Understanding the Journey

The session kicked off with a deep dive into the application lifecycle and product development cycle. We unpacked the differences between org development and product development, helping us see the bigger picture of how our packages evolve and how they fit into the Salesforce ecosystem. We also explored the 1GP and 2GP package landscape, giving everyone a clear understanding of the options and limitations when building AppExchange solutions.

Webinars

Shoma Das

Vice President
SKD Insurance Broking & Services

Building a Better Financial Life

On 8th December, Infoglen organized a webinar on Building A Better Financial Life conducted by Shoma Das, Vice President at SKD Insurance Broking & Services. The session helped participants understand:

The importance of investment

The difference between savings vs investment

The different asset classes that exist

How one can diversify investment into different asset classes

The Delighted Client

Congratulations to Eric for delivering remarkable results on the Google project!

The Account Strategist, Mid-Market Sales, Google Customer Solutions extended his sincere gratitude to Eric Levine for his outstanding work. Eric spearheaded a successful LSA campaign for Wilshire Law Firm, one of Google's largest clients. Recognizing their significant ad spend, Eric proactively arranged meetings with Wilshire’s key decision-makers, including the Head of In-Take, Head of IT, Marketing Director, and CMO. This collaborative effort resulted in a strategic LSA rollout plan. Within just four weeks, Wilshire Law Firm experienced a staggering 86% increase in leads. This impressive outcome is a direct reflection of Eric’s strategic acumen, client focus, and dedication to driving impactful results. His efforts pave the way for an uncapped budget strategy with Wilshire Law Firm in early 2024, a testament to his exceptional work.

Infoglen Travel Club

2023 Recap: Goa, Rishikesh and Coorg

Shivangi Kandpal

Associate HR

In 2023, Infoglen travel club organized 3 trips to these picturesque locations: Goa, Rishikesh & Coorg, involving a lot of fun, relaxation and exploration for the wanderlust souls who could manage some time off to travel with friends and colleagues.

Goa (Feb 2023) - A Konkan state on southwestern coast of India. A home to many serene and calm beaches and tourist places like Anjuna, Arambol, Thalassa, Fort Aguada and Basilica of Bom Jesus. We also tried some water sports like parasailing, jet skiing and banana boat ride. Goa offered amazing musical evenings and a nightlife to not miss. We also savored the delicious and diverse cuisine of Goa.

Rishikesh (August 2023) - A spiritual town in Uttarakhand, known for its yoga, meditation and adventure activities. We visited Triveni Ghat, a sacred place where the three holy rivers Ganga, Yamuna and Saraswati meet. We witnessed the Ganga Aarti, a ritual of offering prayers and lamps to the river goddess. It was a mesmerizing and divine experience.

Coorg (December 2023) - A beautiful hill station in Karnataka (South India), famous for its coffee, spices and culture. We visited coffee plantations and a spice garden. We also enjoyed the local cuisine in Coorg which was nothing less than finger licking and delicious.

The trips to Goa, Rishikesh and Coorg were much needed breaks from our regular lives and an amazing opportunity to spend some quality time with our friends and colleagues, creating some unforgettable memories. Look at our pictures from each of the trips and we look forward to sharing more travel stories with you in 2024.

Poll Power

How do you measure the success of your Salesforce implementation?

The Poll Power section brings to you the results of polls conducted by Infoglen on LinkedIn, where active Salesforce and CRM community members weigh in on all kinds of topics related to Salesforce. In our recent poll on LinkedIn, we asked a crucial question: How do you measure the success of your Salesforce implementation? The response was resounding – the topic clearly struck a chord with our Salesforce-savvy followers. Here’s the result of the poll…

Success Story: Bazaarvoice

Eased Operations, Increased Impact, Reduced Costs for Bazaarvoice

Company Profile: Bazaarvoice is a Software as a Service (SaaS) company that helps brands and retailers find and reach consumers, and win them with the content they trust. Their platform provides businesses with the ability to collect and publish authentic feedback from their customers, who can review products and services, ask questions, and post photos and videos of their experiences with products.

Problem

The customer was facing several challenges in efficiently running their daily operations on salesforce and needed expert guidance to overcome following issues:

Costly Portal Licenses: Bazaarvoice has a large user base with each member having a portal login access the cost of which was pretty high. Since Salesforce does not allow license downgrade for existing users, a cost-effective access strategy was needed.

Manual NPS Surveys: The manual NPS (Net Promoter Score) survey process, performed every six months for recurring accounts and post-contract closure for non-recurring accounts, was time-consuming, error-prone, and reliant on manual data transformation.

Over-Customization: The client had heavily customized the Output Tables generated from Quote data. The output table describes the sale and purchase relationships between producers and consumers within an economy. The absence of documentation and initial knowledge transfer added complexities in managing these customizations.

Deployment Issues: Basic setup and tools for managing project progress (CI/CD, Git etc.) and updates were missing, causing difficulties in the project's initial phases.

Disorganized Project Management: The client needed a tool to standardize their project management capabilities.

The Solution

Automated NPS Surveys: Improved efficiency, data accuracy, and the client’s ability to measure customer satisfaction and loyalty, by moving from a manual NPS process, to a streamlined & automated system. This solution involved prepopulating NPS surveys, accurately identifying customers and contacts, removing duplicates, sending surveys for data collection via Qualtrics (A web based software that allows the user to create surveys and generate reports), and streamlining data delivery to the Customer Success Manager (CSM) list.

Pricing & Packaging Functionality: Ensured smoother data processing by developing a highly customizable solution for Output Tables using Apex and Visualforce technology. This solution extended to developing a comprehensive Pricing and Packaging functionality for Bazaarvoice’s product with their consolidated view on the New Output tables.

Reduced Costs with License Transition: Implemented a cost-effective solution for streamlined user logins, optimizing efficiency and mitigating challenges related to Salesforce license downgrades. This involved innovative techniques, including the creation of new user profiles and strategic management of existing accounts.

Standardized Business Processes: Implemented FinancialForce to standardize Bazaarvoice’s business processes related to project creation, management, and financial tracking.

Optimized Governance and Code Quality: Addressed past challenges related to code quality and governance, by introducing error handling mechanisms, merged triggers, optimizing the code, and transitioning from workflow processes to Flow.

What's Cooking?

Creamy Coconut Paprika Zucchini Soup, By Pick Up Limes

This isn't just soup, it's a cozy haven in a bowl. Rich and velvety smooth, cradles bold flavors that dance on your tongue. Dive in with a crusty bread soldier, let each spoonful chase away the winter's chill.

Ingredients

1 Tbsp (15 ml) vegetable oil
2 medium onions, diced
2 cloves garlic, crushed
2 vegetable stock cubes or 4 cups of vegetable stock
1 zucchini or ½ bottle gourd, chopped
3 red bell peppers, chopped
1 tsp (2 g) ground coriander
¼ cup (28 g) sun-dried bell pepper/sun-dried tomatoes in oil, drained
2 cups (480 mL) water
1⅔ cups (399 mL) canned full-fat coconut milk

Directions

Heat the oil in a large pot over medium-high heat. Add the onions and sauté until golden, about 5 minutes.
Add the garlic and bouillon cubes and stir until the cubes have dissolved and the garlic is fragrant, about 1 - 2 minutes.
Add the zucchini, bell peppers, coriander, and sun-dried bell pepper. Cook for 4 - 5 minutes.
Add the water, and bring everything to a boil, then reduce to a simmer and partially cover with a lid. Cook for 10 - 15 minutes.
Add the coconut milk, let it heat through, then purée the soup with an immersion blender or standing blender until creamy.
Serve, garnish, and enjoy!

aamena@infoglen.com

To share your favorite recipes with all Infogleners, send it to us at

Up Close & Personal with Shivansh

Shivansh Garg, our Lead Salesforce Consultant from Delhi, shared insights from his personal life

Shivansh Garg

IB: What is the sweetest memory from your childhood days?

SG: Spending time with my grandparents and listening to old stories from their lives is the sweetest memory I can recall. I miss it a lot now.

IB: What is your time management mantra?

SG: Defining priorities based on criticality and time required is my time management mantra.

IB: What is a hidden talent you have?

SG: Quick analysis and good listening skills

IB: If you could get a new skill in 10 minutes, what would it be?

SG: Reading other people’s thoughts

IB: What is your favourite pastime?

SG: Watching cricket or a movie, or talking to my mother and/or wife is the best pastime. Also, I like passing my time scrolling through Instagram reels.

IB: What if you had six months of paid vacation? Where would you travel?

SG: I would travel to all major destinations around the world. My favorite being European countries, especially UK, and Australia & New Zealand.

IB: What are the kind of books you like to read or movies you like to watch?

SG: I like to watch mystery movies or mythological movies. I like to read fiction novels.

IB: What's the one thing you like about Infoglen?

SG: Infoglen feels like a second home to me. This is what I love the most about the company.