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Business Transformation: How To Stay Ahead of The Game in The Digital Age Derek Laney
 Head of Product Marketing @derektweets #SFAPAC The Internet of Customers Cloud 65% Resources used Mobile Energy consumption Social Data
 Science Behind every machine is a customer sensor IoT Data allocated (GB) 26 57 78 51 76 26 50 58 lightbulb phone app Closed Lost by Region and Product REGION soda machine watch PRODUCT SUM OF AMOUNT Midwest Buildozer Tra $25,600 Midwest Concrete Mixer $527,900 Midwest Concrete Pump Midwest Concrete Pu Midwest Crankshaft $81,800 $274,900 $1,065,700 Total annual consumption Energy Resources Time #SFAPAC IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies #SFAPAC IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies #SFAPAC Data Science: Major Shift in Technology Ubiquitous Data Unlimited Computing Power Machine Learning #SFAPAC Data Science: IQ uses Relationship Intelligence Drive action with Relationship Intelligence What to Prioritize Automatically collects all your data to… Who to Email How to close more deals #SFAPAC Data Science: Turns Devices into Experience Subtitle text How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015) #SFAPAC Customer Experience is The New Battlefield Companies expecting to compete mostly on the basis of customer experience 36% 2011 89% 2016 Mobile: Apps Turn To EcoSystems The  “Search”  feature  tells  you   something’s  wrong Tomorrow’s  “app”  is  an  
 add-­‐on  to  a  lexicon  of  APIs   Its  dedicated  UI  is  just  a   “serving  suggestion”   Mobile: Platforms are Evolving dzone.com/articles/android-­‐60-­‐marshmallow-­‐and-­‐ios-­‐9 blog.xamarin.com/expand-­‐your-­‐apps-­‐reach-­‐with-­‐googles-­‐app-­‐invites/ Adam Darvell Director, Strategic Innovation APAC 
 adarvell@salesforce.com #SFAPAC Disruption pyramid Subtitle text Business Model Operating Model Infrastructure Model source: geoffrey moore - diagnosing disruption Business  Value  Delivery   Focus  on  DisrupKng  inefficient  Markets Business  Opera4ons   Focus  on  People  ProducKvity Technical  Opera4ons   Focus  on  System  Performance #SFAPAC Customer journey The steps your customers go through when engaging with your company WWW Friction: “Interactions that inhibit people from intuitively and painlessly achieving their goals” Our Goal: “Redesign the customer journey, reduce friction, provide delight and make customers love interacting with us” Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket Film Methodology for collaborative re-invention Subtitle text • organisational collaboration • cultural alignment Discover Collaborate Re-imagine • action not discussion • friction & pain point focus #SFAPAC Discover Collaborate Re-imagine Example Persona Discover Collaborate Re-imagine Discover Collaborate Re-imagine Workshop Subtitle text Discover Collaborate Re-imagine Orthodoxy Busters Discover Collaborate Re-imagine #3 INSPIRATIONS Inspiration Discover Collaborate Re-imagine 15# “We build in order to think” - IDEO Discover Collaborate Re-imagine Re-imagined customer journey Acquire Onboard Install Engage Push notification Try & Buy Share Content update Real time try & buy Discover Collaborate Re-imagine Get Ready for a New Kind of Customer Success IoT We want to help imagine your future Talk to experts in the Product Area Talk with your account teams Join our Success Communities ... Subtitle text Business Model Operating Model Infrastructure Model source: geoffrey moore - diagnosing disruption Business  Value  Delivery   Focus  on  DisrupKng  inefficient  Markets Business  Opera4ons