Bose Turns Up the Volume on Digital Customer Experiences with Salesforce

With Salesforce Customer 360, Bose will implement Service, Marketing, and Commerce Clouds, as well as MuleSoft technologies, to deliver personalized experiences and service 

Salesforce, the global leader in CRM, announced that Bose, a leader in premium audio products, will deploy Salesforce Customer 360 to expand its robust direct-to-consumer business, providing personalized and tailored experiences that delight customers and build loyalty.

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Specifically, Bose will deploy Marketing Cloud to streamline interactions across channels and deliver a personalized experience for customers; Service Cloud to empower agents to deliver world-class customer service and elevate the brand experience through Service Cloud Voice; Commerce Cloud to accelerate revenue growth and drive digital sales; MuleSoft to connect Bose’s back-end systems; and Einstein to drive hyper-personalization across channels. In addition, Salesforce’s Marketing Cloud Customer Data Platform will allow Bose to reimagine and enhance its customer data to engage faster and in more personalized ways.

“Customer experience is at the center of everything we do,” said Jim Mollica, Chief Marketing Officer, Bose. “With Salesforce, we will be taking our digital footprint to a different level – making it easier for customers to immerse themselves in the brand and delivering highly personalized, premium shopping and service experiences. We know this is critical to enhancing customer satisfaction and building loyalty.”

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“Salesforce is thrilled to be part of the Bose customer transformation,” said Lidiane Jones, EVP & GM, Salesforce Digital Experiences. “Bose has created premium audio products for decades and now, by combining marketing, service and commerce with Salesforce, they can bring the same level of customer-centric thinking to its service and digital experiences.”

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