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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: 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 Data Science: Turns Devices into Experience How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015) 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/ Rob Cheyne Director, Strategic Innovation ANZ
rcheyne@salesforce.com Disruption pyramid 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 Customer Journey The steps your customers go through in 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, make customers love interacting with us” 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 Output solution building blocks Subtitle text orthodoxy busters pain points Discover Collaborate Re-imagine Discover Collaborate Re-imagine Customer Journey Acquire Onboard Install Engage Push notification Try & Buy Real time try & buy Share Content update Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket Film Customer Journey Acquire Onboard Install Engage Push notification Try & Buy Real time try & buy Share Content update 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 thank y u [...]... answers we get 3 Who can help ? Rob Cheyne Director, Strategic Innovation ANZ
rcheyne@salesforce.com Disruption pyramid 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 ... dzone.com/articles/android-‐6 0- ‐marshmallow-‐and-‐ios-‐9 blog.xamarin.com/expand-‐your-‐apps-‐reach-‐with-‐googles-‐app-‐invites/ Mattel Imagines the Future of Play “Do what you so well that...
add-‐on to a lexicon of APIs Its dedicated UI is just a “serving suggestion” Mobile: Platforms are Evolving dzone.com/articles/android-‐6 0- ‐marshmallow-‐and-‐ios-‐9 blog.xamarin.com/expand-‐your-‐apps-‐reach-‐with-‐googles-‐app-‐invites/... Disruption pyramid Business Model Operating Model Infrastructure Model source: geoffrey moore - diagnosing disruption Business Value Delivery Focus on DisrupKng inefficient Markets Business Opera4ons
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