Salesforce's Parameswaran on digitisation in India, local unit & genAI use cases in CRM biz

Salesforce, a global cloud-based software company, has been a key player in digital transformation. In a recent interview with Arun Kumar Parameswaran, Senior Vice President & Managing Director at Salesforce, he shed some light on the company's growth in India, its plans, focus areas, and the roadmap for generative artificial intelligence (AI). Edited excerpts:

How has Salesforce grown in India over the years, and what factors drive this growth?

We've invested a lot in India for many years. Currently, we have over 10,000 skilled professionals in key cities, including a Center of Excellence in Hyderabad. India is a crucial innovation hub for us, being our second-largest employee base after the US. We're continuously hiring for various roles like sales, tech, product, and customer success. 

Digital transformation is happening everywhere, and India is having a great moment. Salesforce is proud to be its digital partner. Many leading Indian businesses, such as Air India, HDFC Ltd., Tata CliQ, and more, are turning to Salesforce to create digital strategies that boost productivity and revolutionise customer interactions. 

Our success in India is thanks to a thriving ecosystem. We have a growing network of partners, start-ups, over 2 million Salesforce developers, and the largest number of Trailhead users outside the US. We're committed to supporting Indian workforce training and re-skilling. Through partnerships with organisations like the National Skill Development Corporation, NASSCOM, and others, we're ensuring everyone can thrive in the digital age. 

India is a vital global hub and a key driver of innovation for Salesforce. We're on a strong growth trajectory and remain dedicated to further investment in the country.

Which recent partnerships has Salesforce forged in India?

We focus on tailoring tech solutions for different industries to address their unique needs. Our approach ensures that the digital strategies we create with clients go beyond generic solutions, making customer engagement more efficient. We've customised solutions for 12 industries and can support businesses of all sizes. 

Businesses like TVS Motor, Asian Paints, Kotak Mahindra Bank, Air India, Atomberg, and more use Salesforce for digital strategies, enhancing productivity and customer interactions. These collaborations reflect our commitment to meeting changing consumer expectations. 

What are the company's expansion plans for the Indian market? 

In 2023, we expanded our main Center of Excellence (CoE) in Hyderabad, making India a key hub for talent, knowledge, and global innovation. As part of our growth plan, we're expanding our Bengaluru office and actively hiring for roles in technology, product development, sales, business support, and customer success. 

What new tech, delivery, and human skill set capabilities has the company built in the past year? 

We know customers expect a lot these days. At our end, we're all about responsible tech and building trust in AI. Our focus is on keeping things human-centred. We want businesses using our technology to have the latest tools and consider their ethics. Basically, we're all about helping businesses with smart and responsible solutions. 

Last year, we launched Einstein 1, a data platform, that helps businesses make smart decisions using data and plan strategically. Plus, Einstein Copilot brings some cool AI to conversations, making customer service smarter. 

We've been teaming up with big names like Google, Databricks, and AWS worldwide. This creates a strong system where everything works together seamlessly. In a world where what customers want is always changing, we get it. We focus on giving a smooth and personalised experience. By keeping things consistent, efficient, and human, we help companies in India stand out in tech and connect better with customers.  

How is generative AI driving innovation and creativity in your organisation, and what is Salesforce's roadmap and investment strategy for developing it, including any hiring plans? 

Our company, like many others, is quickly adapting to generative AI, transforming our operations and fostering innovation. Trust is our top priority, and we're dedicated to responsible innovation, ensuring the sustainability, equity, and ethics of our AI solutions. Salesforce Ventures expanded the Generative AI Fund to $500 million, reinforcing its commitment to the AI startup ecosystem and adding Humane and Tribble to its portfolio.  

Furthermore, we see AI as a transformative force in the CRM industry and actively invest in its advancement. Our Einstein AI platform serves as the foundation for our solutions, and we constantly invest in its development. We explore new applications, such as Einstein GPT-3 for Marketing Cloud and Einstein Analytics for Sales Cloud. We prioritise skilling our workforce for AI roles through our Trailhead online learning platform. Collaborating with academic institutions, we invest in AI research and development, always promoting responsible AI practices.  

Lastly, we believe our investments in generative AI will revolutionise business operations, and we're excited to lead in this transformative era.