London, UK, January, 23, 2024

Merkle launches dedicated UK&I Salesforce practice, empowering brands to deliver exceptional customer experiences

Merkle, dentsu's leading technology-enabled, data-driven customer experience management (CXM) company, has today announced a significant expansion of its Salesforce services, marking a new era of exceptional customer experiences for brands across the UK and Ireland. This enhanced offering builds upon Merkle's global recognition as the top Salesforce Agency Partner and strengthens its deep expertise in Salesforce system integration.

Through Merkle’s Salesforce services, combined with dentsu’s wider network capabilities across media and creative, brands can now deliver a consistently intuitive experience to their customers, grounded in data-driven insights that ensure they remain ahead of customer expectations. This is not just about enhancing customer experiences; it’s about redefining them, transforming every interaction into an opportunity for delight and discovery.

Merkle's expanded Salesforce services are already making a difference for clients across diverse industries, including retail, healthcare, and financial services. By leveraging the power of Salesforce, Merkle is helping brands to:

• Personalise customer interactions: Deliver targeted and relevant experiences across all touchpoints, from media campaigns, website visits and in-store interactions to customer support and loyalty programmes, creating a seamless and engaging customer journey.

• Improve customer satisfaction: Gather and analyse customer data to identify pain points and areas for improvement, ensuring that every interaction is designed to delight customers.

• Drive business growth: Gain actionable insights from customer data to optimise sales, marketing, and service strategies, leading to increased revenue and market shar

For the end user, this means a level of personalisation and responsiveness that sets new industry standards. Merkle's Salesforce expertise can be used by brands to fully realise the potential of data and analytics, maximising the impact of their Salesforce technology and advertising efforts. From personalised marketing campaigns that resonate with individual preferences, to streamlined customer service that efficiently addresses their needs, Merkle's enhanced offering is designed to elevate the entire customer experience. 

Merkle’s expanded Salesforce offering includes:

• A dedicated UK&I Salesforce practice: This combines the strengths of Merkle and the recently-integrated Pexlify, a leading Salesforce Summit Partner. Its goal is to provide brands with unparalleled experiences across the platform by prioritising industry-specific solutions in sales, service, and experience clouds, as well as augmenting expertise in Salesforce commerce and marketing clouds.

• Full-cloud capabilities across the Salesforce platform: This supports end-to-end brand transformation and offers agile and powerful multi-cloud Salesforce solutions. This streamlines the transformation process and ensures that the solutions are scalable and future-proof.

• Maximising value from Salesforce investments: By focusing on both connected systems and intelligent experiences, Merkle's approach is designed to drive tangible business outcomes. This means not just implementing new systems, but doing so in a way that directly contributes to the client's strategic goals and bottom line.

Anne Stagg CEO UK&I, Merkle said: "Through our Salesforce practice, we are delivering unparalleled experiences that drive business growth. Our agency excellence and system integration expertise, combined with dentsu’s wider network capabilities across media and creative, allows us to seamlessly deliver cutting-edge solutions with creative media campaigns, empowering brands to connect with their customers on a deeper level. We are working closely with the world’s biggest tech companies to deliver unrivalled solutions that consolidate dentsu’s position as the leading integrated end-to-end business transformation partner.”

Stephen Lambert, Merkle's UK&I Salesforce practice lead, added: “This enhanced offering marks a significant milestone and amplifies our collective ambition to meet our clients' evolving digital needs. By integrating the creative agility of an agency with the technical prowess of system integration, Merkle is redefining the customer experience landscape.”

As part of dentsu’s wider Customer Technology and Transformation (CT&T) investment, Merkle plans to double the size of its UK&I Salesforce practice within the next three years, with Pexlify’s integration being a key component of this strategy. Merkle is committed to investing in Data Cloud and Artificial Intelligence, with a particular emphasis on industry clouds, to maintain a competitive advantage. With its enhanced Salesforce offering, Merkle is empowering brands to transform customer experiences, drive client growth, and thrive in the experience economy.

Merkle’s partnership with Salesforce is rooted in dentsu’s commitment to achieving three-way satisfaction in activities that are good for business, good for people and good for society, which drive innovation and experimentation, and create a meaningful difference for our clients.