Salesforce – Customer 360

Customer 360 is a declarative tool for admins and developers to deliver a single, integrated view of the customer. The product enables users to map their customer records and reconcile the customers’ identity across several disparate systems. Customer 360 was announced at Dreamforce 2018, one of the main stage keynote reveals for the year.

Status

Currently in closed pilots and expected to be generally available in 2019.

My role

Product Design, Research and Implementation

I joined Customer 360 in 2017 during the early proof-of-concept stage. Over the last two years, I've led multiple product features. I've worked with product managers, data architects, and developers in an Agile environment to deliver designs and presentations for both the MVP and the product vision. I've conducted user research focusing on feature and roadmap validation, and usability studies. I've also conducted design thinking workshops to collaborate with stakeholders during various stages of the project.

Some of the core features that I've led are:

  • Profile Creation Rules
  • Data Load and Sync
  • Assessment and Validation Dashboards
  • Data Stewardship

Dreamforce 2018 Talk

Building a People-Focused Data Stewardship Practice

I partnered with Kellie Carter, Lead UX Researcher at Salesforce, to present our research at Dreamforce 2018. We shared our findings on the best practices around promoting data quality, getting stakeholder buy-in, and fostering collaboration and communication. The premise of our talk included key concepts on Data Governance and spoke to building trust and strategies on execution and monitoring of data as a key asset.

Our two sessions were attended by over 150 people. Both of the sessions were rated highly by the attendees.