Salesforce CEO Marc Benioff Roasts Microsoft & Copilot. Again.
This week on Funnel Frontier: This time, it’s personal. Benioff isn’t stirring the pot, he’s torching it by calling Copilot ‘repackaged ChatGPT.’
This week:
- Marc Benioff isn’t stirring the pot—he’s torching it
- Remember 2024 expert CX predictions? Here’s how they played out
Stat of the Week
40% of consumers are more likely to spend more than they planned when they receive a highly personalized experience. (Freshworks)
Marc Benioff isn’t stirring the pot—he’s torching it
Marc Benioff is on a mission to make Microsoft squirm. On Salesforce’s latest earnings call, the CEO shredded Microsoft’s Copilot, calling it “just repackaged ChatGPT.”
And because subtlety isn’t his thing, he threw down a public challenge: “Salesforce now can operate a company on our platform–and I don't think you’re going to find that on Microsoft's website.” Spoiler alert: you won’t.
Meanwhile, Salesforce’s Agentforce is flexing hard. It’s already bagged 200 deals in its first week, with thousands more in the pipeline. Benioff claims it’s not just flashy—it’s deflecting up to half of Salesforce’s annual support cases. That’s time and money saved, all wrapped in Salesforce’s signature polish.
And unlike Microsoft’s Copilot, which is still piecing its agentic ecosystem together, Agentforce is fully operational and open for anyone to test live at help.salesforce.com.
But Benioff wasn’t done. Salesforce is rolling out a Bring Your Own Channel (BYOC) pilot for Service Cloud, opening the gates for AWS, Genesys, and Vonage to plug in their own engagement channels. Think of it as a CX playground: businesses can now mix and match Salesforce’s digital tools with their existing CCaaS providers, creating a truly hybrid ecosystem.
It’s a win-win. Loyal Salesforce users can expand their Service Cloud capabilities, while those dipping a toe into Salesforce’s waters get flexibility without committing to a full suite overhaul. Whether you’re all-in on Salesforce or prefer to keep some CCaaS favorites in the mix, BYOC offers a way to unify customer journeys under one roof—without being boxed in.
So, what’s the play here? While Microsoft scrambles to piece together its Copilot agent strategy, Salesforce is busy pulling ahead.
One thing’s clear: Benioff’s not here to share the spotlight. And judging by the shade he’s throwing, he’s got plenty more in his arsenal.
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Remember 2024 expert CX predictions? Here’s how they played out
Remember when we thought 2024 would be the year robots took over customer service? Spoiler alert: They didn’t—but they sure made themselves comfortable.
As we wrap up the year, let’s revisit the bold CX predictions made by industry experts 12 months ago and see which ones hit the mark (and which missed it entirely).
AI is the MVP of CX
2024 was a big year for artificial intelligence. From chatbots that don’t leave you screaming, “Human, please!” to real-time call transcription that made agents look like multitasking wizards, AI wasn’t just hype—it delivered.
Gartner nailed it with their forecast of AI revolutionizing self-service, and tools like post-call summarization proved to be a game-changer. Matt Yates of MaxContact called the shot on real-time analytics, and he was right on the money.
The result? Faster response times, sharper insights, and agents who could finally take a breather (well, almost).
What this means for you: If you haven’t invested in AI-powered tools yet, you’re behind. Focus on AI that cuts agent workloads and sharpens customer insights—it’s not just a luxury anymore.
Self-service takes center stage
Younger customers want self-service options, and in 2024, companies finally got the memo. Automated knowledge bases and AI-powered assistants handled more complex queries, letting customers resolve issues without ever speaking to an agent.
Gartner says 40% of Gen Z customers prefer this hands-off approach. Gen X and Boomers? Not so much.
What this means for you: Self-service isn’t one-size-fits-all. Invest in solutions that serve younger demographics while offering human-assisted options for older generations. Balance is key.
Personalization or bust?
This year, customers didn’t just want brands to know their names—they expected brands to anticipate their needs. AI stepped up with tailored experiences that kept customers loyal and engaged. Companies mapped customer journeys like they were charting a treasure hunt, delivering offers and support that hit all the right notes.
What this means for you: Personalization is no longer optional. Use AI to dig deeper into customer data and refine your outreach strategies. The more specific and relevant your offers, the more likely you’ll earn loyalty.
Omnichannel dreams, half-realized
The push for seamless omnichannel CX made strides but didn’t reach the finish line. Many companies unified their systems, but fewer than a third achieved true integration. Swivel-chair workflows? Still a thing for too many.
What this means for you: Don’t just bolt channels together—unify them. Focus on CRM and CCaaS platforms that connect every touchpoint and eliminate repetitive agent tasks. Omnichannel isn’t just a buzzword; it’s what customers expect.
2024 proved that AI, self-service, and personalization are no longer trends—they’re table stakes. Omnichannel integration is the next frontier, and companies that figure it out will lead the pack.
So, as we gear up for 2025, here’s hoping the crystal balls of CX experts stay as sharp as they were this year. What should be your next move? Double down on AI, refine your self-service options, and make omnichannel a reality—not just a promise.
Stellar Strategies: Tips & Tricks for Sales, Marketing & Service
Is your brand even showing up in AI search results?
Preview text: ChatGPT is talking about you to your customers. The thing is, you should find out if it's praising or trashing your brand. Here’s how!
As customers increasingly rely on tools like ChatGPT and Perplexity for answers, traditional SEO strategies might leave your brand behind. Here’s the kicker: if your brand isn’t getting love from AI search engines, you’re leaving money—and clout—on the table.
Believe it or not, there is a free tool that will help you see if you’re on good terms with AI search, what’s working, and where you’re missing the mark.
HubSpot’s free AI Search Grader is your new ally in navigating the evolving AI search landscape. It’s fast, user-friendly, and provides a deep dive into your brand’s presence across large language models like ChatGPT.
What Makes This Tool a Gamechanger?
HubSpot’s AI Search Grader does more than give you a pat on the back. It breaks down your brand’s visibility into metrics that you can understand and act on:
Overall grade: Your brand’s AI search GPA (but without the exam stress).
Brand sentiment: How AI bots are “talking” about you—positive vibes, neutral meh, or, uh-oh, negative.
Share of voice: Your presence compared to competitors. Are you the Beyoncé of your industry or a backup singer?
Personalized insights: Actionable steps to go from “barely seen” to “spotlight-ready.”
Why Should You Care?
The way people search is changing. Forget “traditional SEO only” approach. If your brand isn’t ranking in AI-generated results, you’re missing out on trust, credibility, and new customers.
Keep in mind that 56% of AI responses about brands are neutral. That’s just wasted potential. Neutral responses mean AI isn’t actively advocating for or endorsing your brand. It’s a digital shrug, leaving customers indifferent and far more likely to explore competitors.
If you want to know how AI perceives you and how to improve those results, here’s what you should do.
How to Use HubSpot’s AI Search Grader
Enter your details: Add your brand info—name, product, location, etc. (It’s quick. We promise.)
Run the report: In less than a minute, see where your brand stands. No endless loading bars here.
Act on it: Got a low score? Follow the insights to fix your sentiment, up your visibility, and outshine competitors.
The Bottom Line?
If your sentiment score is lagging or your share of voice isn’t dominating, use this data to optimize your messaging, content strategy, and customer interactions. Remember: a higher presence in AI search isn’t just about visibility—it’s about trust and influence in an era of conversational queries.
Want to see how all this works? Try HubSpot AI Search Grader for free.
Small business CRM hacks that actually drive growth
For many small businesses, a CRM often feels like a digital Rolodex—great for storing contacts and tracking leads but hardly a game-changer. If that’s how you’ve been using yours, you’re leaving growth opportunities on the table.
The truth is, a CRM can do a lot more than organize data. It can help you predict trends, identify high-value opportunities, and even strengthen customer loyalty. Think of it as a tool to help you work smarter, not harder, especially when resources are tight.
Spot Opportunities Before They Knock
A good CRM doesn’t just track what’s happening; it shows you what’s coming. Here’s how to make your CRM a predictive powerhouse:
Spot trends with data filters: Dive into historical data to find out which industries, customer types, or marketing channels generate the most revenue. Knowing this can help you focus your energy where it counts.
Score leads smartly: Many CRMs offer lead scoring features that prioritize your best prospects based on their likelihood to convert. Say goodbye to wasted time on cold leads.
Customize for repeat patterns: If your CRM shows seasonal spikes in demand for specific products or services, use that insight to plan ahead with targeted campaigns.
Keep Customers Coming Back
New customers are great, but loyal customers are better—and cheaper. Did you know retaining a customer costs five times less than acquiring a new one? Here’s how your CRM can help build those long-term relationships:
Post-purchase nurturing: Set up automated reminders, follow-up emails, or even birthday discounts to keep your customers engaged and feeling valued.
Customer feedback loops: Track compliments and complaints stored in your CRM to pinpoint areas for improvement and ensure every customer feels heard.
Loyalty segmentation: Identify your most valuable customers and reward them with exclusive perks or personalized offers. Your CRM data makes this a breeze.
For small businesses, every hour and every dollar counts. By using your CRM to not just track but predict, you’re turning it into a strategic tool for growth.
Whether it’s spotting trends, scoring leads, or boosting customer loyalty, the insights your CRM provides can help you focus your limited resources where they matter most.
Still not using a CRM? Explore our list of the best CRMs for small businesses to get started.
Here’s how to use psychology to write CTAs that get clicks
Your call-to-action isn’t just a button; it’s the turning point between curiosity and conversion. But here’s a twist: the most effective CTAs don’t just ask—they persuade. By tapping into cognitive biases and emotional triggers, you can transform your CTAs from forgettable to irresistible.
Here’s how to level up your CTAs using psychology:
Create urgency with time-sensitive language: “Download Now” or “Claim This Week Only” can drive immediate action.
Leverage FOMO: “Don’t Miss Out” or “Only 3 Spots Left” encourages users to act before it’s too late.
Use reverse psychology: Highlight the cost of inaction, like “No, I Don’t Want to Save Money.”
Why does this work? Because psychology shapes how we make decisions. Customers respond to urgency, trust signals, and even the fear of missing out.
Want more insights on CTAs that convert, including industry-specific tips and examples? Explore the full guide and discover over 50 ways to make your CTAs irresistible.
Galactic Gourmet
CRM blips from around the web
Kustomer launches tools to simplify customer support. Tasks lets teams manage work like billing and claims directly in the platform, while Skills-Based Routing connects inquiries to the best agents based on expertise. Already routing 1.5M conversations, it’s redefining support efficiency.
OpenAI launches ChatGPT Pro for $200/month. The pricey new plan offers access to o1 Pro Mode, a next-gen reasoning model for advanced math, coding, and image analysis. Aimed at power users, it promises more accurate, thoughtful answers—if you can justify the cost.
HubSpot adds new AI tools to Smart CRM. The new Breeze AI assistant streamlines sales, handles client research, and generates reports—even in the free version. Advanced users can upgrade for more automation, data insights, and custom workflows. Is this the CRM upgrade your business needs?
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