{"id":515787,"date":"2023-12-05T21:32:00","date_gmt":"2023-12-05T21:32:00","guid":{"rendered":"https:\/\/www.capgemini.com\/au-en\/?p=515787&#038;preview=true&#038;preview_id=515787"},"modified":"2025-02-11T07:30:12","modified_gmt":"2025-02-11T07:30:12","slug":"data-driven-customer-experience-salesforce-reference-architecture-for-automotive-sales-and-service","status":"publish","type":"post","link":"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/data-driven-customer-experience-salesforce-reference-architecture-for-automotive-sales-and-service\/","title":{"rendered":"Data driven customer experience Salesforce reference architecture for automotive sales and service"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-blogs header-hero-blogs\"><div class=\"container\"><div class=\"hero-blogs\"><div class=\"hero-blogs-content-wrapper\"><div class=\"row\"><div class=\"col-12\"><div class=\"header-title\"><h1>Data driven customer experience Salesforce reference architecture for automotive sales and service<\/h1><\/div><\/div><\/div><\/div><div class=\"hero-blogs-bottom\"><div class=\"header-author\"><div class=\"author-img\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/05\/cg-logo.png?w=200&amp;quality=10\" alt=\"\" loading=\"lazy\"\/><\/div><div class=\"author-name-date\"><h5 class=\"author-name\">Richard Pay, Wilson Gong, Rebecca Rusby<\/h5><h5 class=\"blog-date\">Dec 5, 2023<\/h5><\/div><\/div><div class=\"brand-image\"> <\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/data-driven-customer-experience-salesforce-reference-architecture-for-automotive-sales-and-service\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/data-driven-customer-experience-salesforce-reference-architecture-for-automotive-sales-and-service\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"opens in a new window\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">In this blog we are going to cover the Salesforce reference architecture which can be used to realize the power of data within the automotive industry.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<h2 class=\"wp-block-heading\" id=\"h-architecture-landscape\">Architecture Landscape<\/h2>\n\n\n\n<p>Customers are increasingly looking for personalized communication, and with data captured across multiple systems and platforms, it\u2019s important to find a way to bring the data into a single view to understand your customer.<\/p>\n\n\n\n<p>As a <a href=\"https:\/\/www.capgemini.com\/partners\/salesforce\/\">Salesforce partner<\/a>, Salesforce Data Cloud sits at the heart of our reference architecture for Data Driven Customer Experience (DDCX). Our reference architecture shows our end-to-end view of the technologies that may be applicable to implementing DDCX within this industry. Whilst this can be different for each company, the desired end-to-end architecture below is designed to show that DDCX can be implemented to scale and utilize various technologies to enrich customer experience and communication. It\u2019s worth noting that this architecture should not be considered a big-bang change but is a progressive introduction of new systems to enhance the user journey at multiple points.<\/p>\n\n\n\n<p>With this architecture, the sales and service team could benefit from the unified customer profile when serving and tailoring offers for customers based on the interactions with the business and vehicles. Furthermore, Data Cloud could connect to not just Salesforce but various other systems for activating the segments via MuleSoft, such as notifying your SAP system when a vehicle order is made by a customer and triggering a series of communications to inform customers what the next steps are.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/End-to-End-Salesforce-reference-architecture-powered-by-Data-Cloud.jog_.webp?w=960\" alt=\"\" class=\"wp-image-976616\"\/><\/figure>\n\n\n\n<p><strong>Figure 1 \u2013 End to End Salesforce Reference Architecture powered by Data Cloud<\/strong><\/p>\n\n\n\n<p>There are various systems in play when we review the architecture above, and the key is to leverage the right system for each client when implementing DDCX, but what are some of the key components of this architecture?<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Key DDCX Components of the Landscape<\/h2>\n\n\n\n<p>There are multiple systems in play to deliver DDCX, and sometimes different terminology is used interchangeably when discussing the systems. To clarify this, we have listed the 3 fundamental components below along with their characteristics.<\/p>\n\n\n\n<p><strong>Salesforce Data Cloud<\/strong><\/p>\n\n\n\n<p>Data Cloud provides a real-time data platform which helps unify all your customer data. Data Cloud harmonizes and stores your customer data at massive scale, and transforms it into a single, dynamic, source of truth.<\/p>\n\n\n\n<p>Some features of Data Cloud include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Real-time data<\/strong>&nbsp;\u2013 ingest data in real-time to create experiences seamlessly.<\/li>\n\n\n\n<li><strong>Built-in connectors<\/strong>&nbsp;\u2013 built-in connectors to bring data across multiple systems.<\/li>\n\n\n\n<li><strong>Unified customer profile<\/strong>&nbsp;\u2013 create unified profiles across customer touchpoints.<\/li>\n<\/ul>\n\n\n\n<p>But what can you essentially use Data Cloud for, and what scenarios should you avoid using it for? We have compiled some key points to help understand the key strengths of Data Cloud.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/salesforce-data-cloud-features-and-misconceptions.webp?w=602\" alt=\"\" class=\"wp-image-976617\"\/><\/figure>\n\n\n\n<p><strong>Figure 2 \u2013 Salesforce Data Cloud features &amp; misconceptions<\/strong><\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-marketing-cloud-personalization\">Marketing Cloud Personalization<\/h2>\n\n\n\n<p>Personalisation delivers real-time decision-making and personalisation at scale, providing you with the opportunity to personalise the customer experience whilst they browse on your website, engage via email\/SMS\/push, and offer the next best action in store.<\/p>\n\n\n\n<p>Some key features include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Real-time web personalisation<\/strong>&nbsp;\u2013 Use powerful real-time segmentation and AI to determine and deliver personalised web experiences that inspire customers.<\/li>\n\n\n\n<li><strong>Campaign attribution<\/strong>&nbsp;\u2013 Assess how much revenue has been driven from online and email campaigns actioned via personalisation.<\/li>\n\n\n\n<li><strong>Product recommendation<\/strong>&nbsp;\u2013 Use the power of Einstein to recommend the most relevant products, content, categories and more based on each customer\u2019s unique characteristics.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/Marketing-cloud.webp?w=588\" alt=\"\" class=\"wp-image-976618\"\/><\/figure>\n\n\n\n<p>Figure 3 \u2013 Marketing Cloud Personalisation features &amp; misconceptions<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-data-lake\"><strong>Data Lake<\/strong><\/h2>\n\n\n\n<p>Data Lake is a data warehousing platform that allows users to store, manage, and analyse large amounts of data in a secure and scalable manner. Some features include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Single Fully Managed Solution \u2013 Analyse data sets which were previously impossible to obtain and store and access your structured, semi-structured, and unstructured data in one location and gain seamless access to external data with similar scale and speed.<\/li>\n\n\n\n<li>Near Unlimited Resources \u2013 Its multi-cluster shared data architecture separates compute from storage, enabling customers to elastically scale up and down, automatically or on the fly. Users can apply dedicated compute clusters to each workload in near-unlimited quantities for virtually unlimited concurrency without contention.<\/li>\n<\/ul>\n\n\n\n<figure class=\"wp-block-image size-large\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2023\/11\/data-lake-features-and-misconceptions.webp?w=602\" alt=\"\" class=\"wp-image-976619\"\/><\/figure>\n\n\n\n<p>Figure 4 \u2013 Data Lake features &amp; misconceptions<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Summary<\/h2>\n\n\n\n<p>In conclusion, our series has emphasized the vital role of data-driven customer experiences in the automotive industry. We\u2019ve showcased the importance of personalized communication, real-world examples, and the centralizing power of Salesforce Data Cloud. We hope you have gathered some key takeaways from this series to ignite impactful dialogue and embrace the ever-changing landscape to enhance customer experiences. Together we can harness the potential of data and cultivate long-lasting relationships with our customers.<\/p>\n\n\n\n<p>To read the first two blogs in our Data Driven Customer Experience series, please see quick links below.<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.capgemini.com\/insights\/expert-perspectives\/introduction-to-data-driven-customer-experience-within-automotive-sales-and-service\/\">Introduction to Data Driven Customer Experience (CX) within Automotive Sales and Service<\/a><\/li>\n\n\n\n<li><a href=\"https:\/\/www.capgemini.com\/insights\/expert-perspectives\/exploring-use-cases-for-data-driven-customer-experience-cx-within-automotive-sales-and-service\/\">Exploring Use Cases for Data Driven Customer Experience (CX) within Automotive Sales and Service<\/a><\/li>\n<\/ol>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-custom-quote undefined section-quote-layout\"><div class=\"quote-layout\"><div class=\"container\"><div class=\"row\"><div class=\"col-11 offset-1\"><p class=\"quote-layout-content-withoutTitle\">This\u00a0article\u00a0was\u00a0originally <a href=\"https:\/\/www.capgemini.com\/gb-en\/insights\/expert-perspectives\/ddcx-salesforce-reference-architecture-for-automotive-sales-and-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">published\u00a0via Capgemini UK<\/a><\/p><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><h2 data-maxlength=\"34\" class=\"people-heading-title\">Authors<\/h2><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2023\/12\/Richard-Pay.jpg\" alt=\"Richard Pay\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/richardpay-salesforce\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Richard Pay<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Senior Salesforce Solution Lead<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/richardpay-salesforce\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Richard is a highly experienced Salesforce Solution Lead with over 25 years of commercial experience mainly in the Automotive Sales, Vehicle Remarketing and Leasing industries. He is excited by how new technologies can be enabler to enhanced customer experiences in the Automotive space.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2023\/12\/Wilson-Gong.jpg\" alt=\"Wilson Gong\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/wilson-gong\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Wilson Gong<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Salesforce Marketing Cloud Architect<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/wilson-gong\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Wilson is an experienced Salesforce architect in Capgemini with over 10 years of Salesforce CRM &#038; Marketing experience. He has extensive experience working as an architect designing Salesforce solutions particularly on Marketing Cloud across multiple industries such as Transportation &#038; Hospitality, Retail and Energy &#038; Utilities. He is also a certified Salesforce System and Application Architect with 32 certificates.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\n\n\t\t<div class=\"slide\">\n\t\t\t<div class=\"box\">\n\t\t\t\t<div class=\"row\">\n\t\t\t\t\t<div class=\"col-md-6 col-lg-4 box-img-wrapper\">\n\t\t\t\t\t\t<img decoding=\"async\" loading=\"lazy\" src=\"https:\/\/www.capgemini.com\/au-en\/wp-content\/uploads\/sites\/10\/2023\/12\/Rebecca-Rusby-.png\" alt=\"Rebecca Rusby\"\/>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div class=\"col-md-6 col-lg-8 box-inner\">\n\t\t\t\t\t\t<div class=\"row title-social-media-header\">\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 mbl-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/rebeccarusby\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 box-container\">\n\t\t\t\t\t\t\t\t<div class=\"box-title\">\n\t\t\t\t\t\t\t\t\t<h3 class=\"people-profile-title\">Rebecca Rusby<\/h3>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span>Data Driven Customer Experience Lead<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"col-md-12 col-lg-6 social-box-container dkt-social-icon\">\n\t\t\t\t\t\t\t\t<ul class=\"social-nav\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<li><a aria-label=\"Linkedin\" target=\"_blank\" title=\"Opens in a new window\" href=\"https:\/\/www.linkedin.com\/in\/rebeccarusby\/\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><\/a><\/li>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/ul>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t\t\t\t\t\t\t\t<div class=\"people-info\">Rebecca is a business leader working across a variety of industries and on a diverse range of challenges, all centred around improving the way businesses utilise data, analytics and enabling technologies to optimise customer experience, across commerce, marketing, sales, and customer service. Rebecca is committed and passionate about improving knowledge of new growing areas of data and CX best practices.<\/div>\n\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"<p>Salesforce Data Cloud sits at the heart of our reference architecture for Data Driven Customer Experience (DDCX). Our reference architecture shows our end-to-end view of the technologies that may be applicable to implementing DDCX within this industry. <\/p>\n","protected":false},"author":309,"featured_media":128344,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"{\"uuid\":\"278455a7-1837-4026-9052-c8b5e1702ec2\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_seo_hreflang_x_default_relation":"{\"uuid\":\"636f15d3-2f03-4c17-a817-6f01f0b8ddeb\",\"blogId\":\"\",\"domain\":\"\",\"sitePath\":\"\",\"postLink\":\"\",\"postId\":null,\"isSaved\":true,\"isCrossLink\":false,\"hasCrossLink\":false}","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"_yoast_wpseo_primary_brand":"","_jetpack_memberships_contains_paid_content":false,"footnotes":"","featured_focal_points":""},"categories":[1],"tags":[],"brand":[66],"service":[41],"industry":[26],"partners":[60],"blog-topic":[84],"content-group":[],"class_list":["post-515787","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","brand-capgemini","service-customer-experience","industry-automotive","partners-salesforce","blog-topic-customer-experience"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Data driven customer experience Salesforce reference architecture for automotive sales and service - Capgemini Australia<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/au-en\/insights\/expert-perspectives\/data-driven-customer-experience-salesforce-reference-architecture-for-automotive-sales-and-service\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Data driven customer experience Salesforce reference architecture for automotive sales and service\" \/>\n<meta property=\"og:description\" content=\"Salesforce Data Cloud sits at the heart of our reference architecture for Data Driven Customer Experience (DDCX). 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