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Raising the Bar: Key Takeaways from Salesforce ‘Connected Customer’ Conference

Living up to the Customer is the nouveau and delicate challenge surrounding digital enterprises today. The holisitic shift in focus has parlayed the reaps of experimentation around ‘customer loyalty’ a decade ago, into a new hymn praising the ‘extraordinary experiences’ that businesses can now deliver to their customers. Moreover, 84% of customers say the experience a company provides is as important as its products and services – up from 80% in 2018.

Remarkably, business buyers are just as picky and choosy about their purchase decisions as the consumers they’re coddling — and with good reason too. 89% of business buyers vs 83% of consumers share similar views on the role of customer experience. Both groups also share similar expectations from companies engaging with them — they all need more product information, product choices, and product types to make the most informed buying decisions. 


Personalised Journeys

Salesforce’s recent report points the digital arrow towards intelligence in the connected customer journey. The expectations are as clear as they are loud — more personalisation. When customers’ needs are left unmet by their primary engager, even after several interactions, the relationship weakens. As a result, at least 52% of all customers (including millennials and Gen Z’ers) feel companies are generally impersonal. 

Modern customer engagement happens in real time, (71% of customers feel this way) — highlighting how hurriedly the consumer’s attention is split.

AI-powered Experiences

Truly the stakes have never been higher than they are now. To raise the bar, companies are turning to data to solve these challenges. An intelligent experience for any customer has to have AI built-in, be outcome-focused, complete, actionable, simple and trustable. 


Source: Salesforce State of the Connected Customer

All AI is based on data, specifically good data. But data can’t be sourced from within the company alone. Lots of external data sources are critical to training advanced machine learning models. Nowadays, most organisations are data rich, information poor and ineptly staffed.

Browsing and discovery are closely shaping the way businesses organize service and delivery. According to the report, more than half of customers expect to find whatever they need in three clicks or less. The future state of connectivity is already trying to reduce these clicks to zero, where the experience is hyper-connected and hyper-individualized, right before the customer even decides to buy.

Why Good Data?

Good data enriches unique insights into the customer’s behavior and interests. Customer buying decisions don’t always follow a well-defined rationale or logic. So, to train a model to understand human behavior and preferences — we teach the model a variety of identifiable patterns that the model will then learn and perfect on. Using this learned information, we can approximate for the next buyer! This way the model behaves like a sales rep who is able to identify who the best customers are, why they like your products or services, and even why they prefer yours over competitors.


Source: Salesforce State of the Connected Customer

From Multi to Omni

Millennials & Gen Z are the most omni-channel group among today’s consumers — utilizing around 11 channels on average. Noteworthily, the report reveals that business buyers are not that different; sixty-seven percent of them prefer to buy through multiple digital channels. Business buyers are more likely than consumers to value product

By placing the customer at the heart of the problem, organizations are under more pressure than ever to deliver real-time results, seamless hand-offs and ultra-contextualized experiences. An emphasis on developing strong policies surrounding the collection and use of data — demonstrates a level of commitment that doesn’t go unnoticed by customers. Infact, the ROI of sound data practices extends beyond trust. The key to winning customer experience begins with being transparent about their data. Companies focusing on the quick sale will have to take an ongoing investment in the customer relationship, well after the deal is done, to stand a chance at winning in the connected future.

We help startups and enterprises, build & scale AI-driven products and solutions for last mile environments. Reach out to us on hello@mantralabsglobal.com, to learn more.

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What If the Sun Took a Day Off?

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Ever wondered what life would be like if the Sun took a day off? Picture waking up to an Earth shrouded in darkness, where temperatures drop dramatically within hours, plunging the planet into an icy chill. Plants, deprived of sunlight, would halt photosynthesis, leading to a food production crisis. Our reliance on renewable energy would face a sudden halt, causing widespread blackouts and chaos in cities across the globe.

A day without the Sun would throw our world into chaos! Luckily, that’s never going to happen (at least in our lifetime!). But this thought experiment underscores the Sun’s critical role in our lives and highlights why harnessing solar energy is so vital. While we’re increasingly turning to solar power, we are still missing out on capturing a massive amount of solar energy that falls on Earth every single day.

How Much Solar Energy Are We Missing Out On?

Every day, the Earth receives about 173,000 terawatts of solar energy from the Sun—more than 10,000 times the world’s total daily energy consumption. Despite this abundance, we only capture a tiny fraction of this energy. In 2023, solar energy accounted for just 4.5% of global electricity generation—a huge opportunity waiting to be tapped.

If we could capture just a small percentage of the Sun’s energy, we could power the entire world many times over. The total solar energy that hits the Earth in just one hour could meet the world’s energy needs for a full year. Yet, due to limitations in solar panel deployment, technology efficiency, and energy storage, the vast majority of solar energy goes unused each day.

As we improve solar technology and infrastructure, capturing more of this energy becomes not just a possibility but a necessity for a sustainable future. Let’s dive into how cutting-edge technology is making solar energy more accessible and efficient, helping to turn this untapped potential into real, usable power.

How Tech Makes Solar Adoption Easier

Customer-centric technology is revolutionizing the way we adopt solar energy. Imagine an app that allows you to simply point your smartphone at your house to estimate how many solar panels you need, their ideal placement, and the energy they can generate.

Here are the key benefits of this innovative approach:

  • Precision: By capturing images of your property through satellite, the app calculates the optimal placement of solar panels for maximum energy production. Studies have shown that precise placement can increase efficiency by up to 20%.
  • Customer Engagement: Users receive real-time insights into their energy production, helping them understand their solar power system better, whether they’re using Tesla solar panels, solar power generators, or even solar attic fans to optimize home energy usage
  • Seamless Experience: With user-friendly interfaces, consumers can easily monitor their solar systems remotely and receive updates on their energy output. This accessibility is crucial for encouraging the wider adoption of solar technologies.

The Tech-Driven Shift Toward Sustainability

As solar technology evolves, so do the solar panels themselves. Innovations like Tesla solar roof systems, flexible solar plates, and bifacial panels are redefining what’s possible in renewable energy. Even smaller systems—such as portable solar generators and solar air conditioners—empower homeowners to harness solar power efficiently.

Photovoltaic (PV)  panels, the cornerstone of solar energy, have seen incredible advancements, now boasting efficiencies of up to 22%. This means fewer panels are needed to produce more energy, making solar energy more effective for a wide range of applications, from solar shingles to off-grid systems.

Moreover, the push towards cradle-to-cradle sustainability is reshaping the industry. New solar panels are being designed with recyclability in mind, reducing their environmental footprint. Innovations in recycling technology now recover up to 95% of materials from end-of-life panels, ensuring that even the oldest solar systems contribute to a greener future.

While solar technology continues to advance, solar panels themselves are becoming more efficient and environmentally sustainable. Innovations such as systems, flexible solar plates, and bifacial solar panels are pushing the boundaries of what’s possible in renewable energy. Even smaller systems like portable solar generators and solar air conditioners are empowering homeowners to tap into the power of the Sun efficiently and sustainably.  Photovoltaic (PV) panels, the cornerstone of solar energy – now boast efficiencies of up to 22%​. This means a smaller array of solar panels for home or commercial use can generate more electricity. This makes solar energy systems more appealing and effective for various applications, from solar roof shingles to off-grid solar systems.

Moreover, the move toward cradle-to-cradle sustainability—where solar panels are built from materials that can be easily recycled—has gained traction. This reduces the environmental footprint even further. Innovations in recycling can recover up to 95% of materials from end-of-life panels, According to PV Cycle​, with room for improvement in recycling.

Making Solar Affordable and Accessible

Historically, one of the biggest barriers to solar adoption has been the cost. But things are changing fast. Innovations in financing models, such as Power Purchase Agreements (PPAs) and solar loans, have significantly reduced the financial burden of installing solar systems. According to the Solar Energy Industries Association (SEIA), the average cost of solar installation has dropped by over 70% in the last decade.

Couple that with federal and state incentives like the Investment Tax Credit (ITC), which provides a 30% tax credit on solar installations, and solar energy is more affordable than ever. Net metering programs, which allow homeowners to sell excess energy back to the grid, further enhance savings, making solar not only accessible but also financially rewarding.

Conclusion

The future of solar energy goes far beyond rooftop panels—it’s about making the entire solar experience intuitive, accessible, and sustainable. With smart apps and tech-driven tools, consumers can now manage their solar energy systems with just a few taps on their phones, making the shift to green energy simpler and more engaging.

At Mantra Labs, we’re at the forefront of this solar revolution. We’ve helped some of the world’s largest solar providers develop cutting-edge, customer-friendly solutions. Our mobile apps allow users to estimate solar panel needs, monitor system performance, and even track their environmental impact—all from the convenience of their smartphone.

Together, with innovative tech and a commitment to sustainability, we’re building a future where solar energy isn’t just an option—it’s the smarter, more accessible, and greener solution for everyone.

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