Business Transformation: How to Stay Ahead of the Game in the Digital Age Derek Laney Head of Product Marketing @derektweets dlaney@salesforce.com 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 IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies Data Science: Major Shift in Technology Ubiquitous Data Unlimited Computing Power Machine Learning Data Science: Turns Devices into Experience How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015) 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 Somak Roy Senior Analyst @somak_roy soroy@forrester.com The Business Application of the Future effective, agile, adaptive…beautiful © 2015 Forrester Research, Inc Reproduction Prohibited Five Pillars Of Future Business Applications © 2015 Forrester Research, Inc Reproduction Prohibited Deepak Pargaonkar Director Solution Engineering, India dpargaonkar@salesforce.com Disruption pyramid Business Model Operating Model Infrastructure Model source: geoffrey moore - diagnosing disruption Business Value Delivery Focus on Disrup-ng inefficient Markets Business Opera1ons Focus on People Produc-vity Technical Opera1ons Focus on System Performance 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 Re-imagined customer journey Acquire Onboard Install Engage Push notification Try & Buy Share Content update Real time try & buy Discover Collaborate Re-imagine Methodology for collaborative re-invention • organisational collaboration • cultural alignment Discover Collaborate Re-imagine • action not discussion • friction & pain point focus 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 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 [...]... the custom › The SaaS majors are working on ensuring different clouds play well together Closing Thoughts › The business application as much about enabling better operational decisions as record keeping and transactions › The business application will increasingly be people-centric, not just data-centric › The application of the future will stem the tendency to do the actual work outside of the software... Be Built -In © 2015 Forrester Research, Inc Reproduction Prohibited Configurability, and Built -in PaaS › Non-technical configurability › Extend and customize the application natively Built -in PaaS › Built -in process modeling › Built -in rules management © 2015 Forrester Research, Inc Reproduction Prohibited Embedded Analytics intelligence at the point of work Embedded Analytics Rapidly Becoming an Expectation... outside of the software Derek Laney Head of Product Marketing @derektweets dlaney@salesforce.com c Customer Experience is The New Battlefield Companies expecting to compete mostly on the basis of customer experience 36% 2011 89% 2016 IoT Thinking Like a Designer Not being a Designer Empathy - L’Oreal CHOOSE A PARTNER Pair up with someone near you One of the pair raise their hand If you raised your hand... customer analytics broader context behind every record & transaction › Personalization to enhance productivity › IOT affords additional contextual data, and therefore greater personalization Integration be more pre-built, less onerous Subtitle text The Integration Task will Devolve to an Ecosystem › The integration specialists will do the heavy lifting › Greater focus on the pre-built, less on the. . .The Cloud has Gone Beyond CRM, HCM, and Collaboration © 2015 Forrester Research, Inc Reproduction Prohibited Saas’ Conquest Of The Back Office Has Begun © 2015 Forrester Research, Inc Reproduction Prohibited N=2000+ The Conquest Has Reached Indian Shores Close to 50% plan to implement SaaS for industry-specific processes Over 50% plan to implement SaaS for BI/analytics © 2015 Forrester Research, Inc... Prohibited N=184 Expect The Cloud In Many Forms © 2015 Forrester Research, Inc Reproduction Prohibited Functional and Beautiful Software not merely transactional… engaging too © 2015 Forrester Research, Inc Reproduction Prohibited User Training Is Dead, Long Live User Experience © 2015 Forrester Research, Inc Reproduction Prohibited UX Increasingly Has Direct ROI © 2015 Forrester Research, Inc Reproduction... Designer Empathy - L’Oreal CHOOSE A PARTNER Pair up with someone near you One of the pair raise their hand If you raised your hand CLOSE YOUR EYES NOW We don’t want you to see the next slide ! How did you do ? Questions are the new answers Questioning - Mattel ... will increasingly be people-centric, not just data-centric › The application of the future will stem the tendency to the actual work outside of the software Derek Laney Head of Product Marketing... ensuring different clouds play well together Closing Thoughts › The business application as much about enabling better operational decisions as record keeping and transactions › The business. .. text The Integration Task will Devolve to an Ecosystem › The integration specialists will the heavy lifting › Greater focus on the pre-built, less on the custom › The SaaS majors are working on