Big Data and New
Customer Experience
Daniel Chang, Ed.D.
Sr. Director Business Development, Salesforce.com
daniel.chang@sa...
$1B investment
50M visitors per year
120,000 visitors per day
40 Square Mile Park
Parks
PARK TICKETS
Rides Restaurants StoresHotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
Parks
PARK TICKETS
Rides Restaurants StoresHotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
Parks
PARK TICKETS
Rides Restaurants StoresHotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
Velocity, Volume, Variety
~up...
Parks
PARK TICKETS
Rides Restaurants StoresHotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
Cloud SocialMobile Connected
Building Lifetime Value…
Winning the Hearts and Minds of Disney Visitors
Real-time, Reliable, Secure and Convenient
Turnin...
Little Things can make a BIG difference
Philips Success Stories
1:1
Experience
[100M]
Delivering 1:1 Experience at the Scale of 100M
Ecosystem
Helping People to Have a Much Healthier
Lif...
Little Things can make a BIG difference
Third Wave of Computing:
“Internet of Things”
LAN/WAN
Client
Server
Millions
SNA
Mainframe
Terminal
Thousands
LTE
Cloud
Cl...
1T
Connected
Sensors
Convergence of Disruptive Technologies
Social Mobile
Connected
Cloud
50B
Connected
Products
4.5B
Aggr...
Behind every is a customer.thing
Engage Customers in an Entirely New Way
Connected
Customers
Serve Customers
Everywhere
Connected
Service
Sell 1:1 from
Any...
A Whole New Customer Experience
Systems of record
(Big) Data
Anonymous
Transactions
Mass Marketing
Users
Systems of engage...
Salesforce1 Platform APIs
Salesforce1 App
Force.com Heroku
ExactTarget
Fuel
Sales
Cloud
Service
Cloud
Marketing
Cloud
AppE...
TRUST – Security and
Privacy
Salesforce1 Platform: Connecting Everyone and Everything
Fastest Path from Idea to
Next Gen C...
Privacy Compliant: EU Safe Harbor certified and verified by a third-party TRUSTe
Certified Secure Data: Data is certified ...
TRUST – Security and
Privacy
Salesforce1 Platform: Connecting Everyone and Everything
Fastest Path from Idea to
Next Gen A...
The #1 Cloud Platform for Enterprise Scale
uploads
App Store
Downloads
Posts
Shares
Transactions
Searches
1,000,000
100,00...
TRUST – Security and
Privacy
Salesforce1 Platform: Connecting Everyone and Everything
Fastest Path from Idea to
Next Gen A...
Salesforce1 Platform: Fastest Path from Idea to Next Gen App
AppIdea
Build
App
Idea
Buy & Setup
Hardware
Install
Complex
S...
Market Share#1
Leader
Enterprise Application
Wave for Rapid Developers
Wave for Coders
Wave for Application
Deployment & D...
New England BioLabs Success Stories
1:1
Experience
Delivering 1:1 Experience
to Scientists around the
Globe
Trends
Discovering Trends
and Patterns
[100M]
…at ...
Little Things can make a BIG difference
It’s not about the technology. It’s about
the it creates
Thomas Staggs, Chairman of Walt Disney Parks and Resorts, AllThin...
the Cure it discovers
the Live it saves
the Customer it serves
It’s not about the technology. It’s about
the it creates
Little Things can make a BIG difference
Little Things [ ]can make a BIG difference
2014 Big_Data_Forum_Salesforce.com
2014 Big_Data_Forum_Salesforce.com
2014 Big_Data_Forum_Salesforce.com
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2014 Big_Data_Forum_Salesforce.com

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Topic:Big Data and New Customer Experience
Speaker: Daniel Chang, Senior Director, Business Development, Salesforce.com

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2014 Big_Data_Forum_Salesforce.com

  1. 1. Big Data and New Customer Experience Daniel Chang, Ed.D. Sr. Director Business Development, Salesforce.com daniel.chang@salesforce.com
  2. 2. $1B investment 50M visitors per year 120,000 visitors per day 40 Square Mile Park
  3. 3. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+
  4. 4. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+
  5. 5. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+ Velocity, Volume, Variety ~up to 3PB of Data ~3,000,000 of GB
  6. 6. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+ Cloud SocialMobile Connected
  7. 7. Building Lifetime Value… Winning the Hearts and Minds of Disney Visitors Real-time, Reliable, Secure and Convenient Turning Big Data into Great Customer Experiences 1:1 Experience
  8. 8. Little Things can make a BIG difference
  9. 9. Philips Success Stories
  10. 10. 1:1 Experience [100M] Delivering 1:1 Experience at the Scale of 100M Ecosystem Helping People to Have a Much Healthier Life Style Turning Big Data into a Tool of Engagement
  11. 11. Little Things can make a BIG difference
  12. 12. Third Wave of Computing: “Internet of Things” LAN/WAN Client Server Millions SNA Mainframe Terminal Thousands LTE Cloud Cloud . Mobile . Social . Connected 50 Billion Connected “Things”
  13. 13. 1T Connected Sensors Convergence of Disruptive Technologies Social Mobile Connected Cloud 50B Connected Products 4.5B Aggregate Social Users 5B Smartphones by 2017 58% Faster Deployment
  14. 14. Behind every is a customer.thing
  15. 15. Engage Customers in an Entirely New Way Connected Customers Serve Customers Everywhere Connected Service Sell 1:1 from Anywhere Connected Sales Market 1:1 in the Digital World Connect Customers Everywhere Connected Marketing Connected Products Connected Employees
  16. 16. A Whole New Customer Experience Systems of record (Big) Data Anonymous Transactions Mass Marketing Users Systems of engagement Conversations Known Relationships 1:1 Experiences Customers Internet of Customers Internet of Things
  17. 17. Salesforce1 Platform APIs Salesforce1 App Force.com Heroku ExactTarget Fuel Sales Cloud Service Cloud Marketing Cloud AppExchange Custom Employee Apps Customer & Partner Apps Salesforce1 Platform Services Your Customers Introducing Salesforce1: A New Platform for Building Customer Apps
  18. 18. TRUST – Security and Privacy Salesforce1 Platform: Connecting Everyone and Everything Fastest Path from Idea to Next Gen Customer Apps Scalability
  19. 19. Privacy Compliant: EU Safe Harbor certified and verified by a third-party TRUSTe Certified Secure Data: Data is certified for security, availability, integrity, confidentiality and privacy Secure Information Processes: Full ISO27001 certification covers individuals, processes and policies and IT systems of both Internal Systems and the salesforce.com application Secure: Continuous third-party certification for system security using industry leading standard. Privacy Compliant: Independent verification that salesforce.com complies to German and Japanese data privacy laws Personal Data Compliance: Certified compliant EU Directive on the protection of personal data Secure Web Browsing: Certified to support SSL 128-bit VeriSign transmission level security Approved for US Government Agencies: 1st vendor certified for FedRAMP for Software-as-a- Service (SaaS) and Platform-as-a-Service (PaaS) The #1 Cloud Platform Certified for Security and Privacy
  20. 20. TRUST – Security and Privacy Salesforce1 Platform: Connecting Everyone and Everything Fastest Path from Idea to Next Gen Apps Scalability
  21. 21. The #1 Cloud Platform for Enterprise Scale uploads App Store Downloads Posts Shares Transactions Searches 1,000,000 100,000 47,000 3,600 2,000,000 685,000 Platform Transactions 60% Y/Y Growth billions/quarter Over 86B transactions /quarter Transactions Per Minute
  22. 22. TRUST – Security and Privacy Salesforce1 Platform: Connecting Everyone and Everything Fastest Path from Idea to Next Gen Apps Scalability
  23. 23. Salesforce1 Platform: Fastest Path from Idea to Next Gen App AppIdea Build App Idea Buy & Setup Hardware Install Complex Software Define User Access Build & Test Security Make It Mobile & Social Setup Reporting & Analytics Build App Legacy Platforms App 6-12 Months? Cloud Social Mobile Connected
  24. 24. Market Share#1 Leader Enterprise Application Wave for Rapid Developers Wave for Coders Wave for Application Deployment & Delivery 2,000 AppExchange Apps Apps built on the Platform 4M+ Records Stored 72B AppExchange Installs 2M 1.5B Transactions Per Day The #1 Cloud Platform by Gartner, IDC and Forrester
  25. 25. New England BioLabs Success Stories
  26. 26. 1:1 Experience Delivering 1:1 Experience to Scientists around the Globe Trends Discovering Trends and Patterns [100M] …at Geographically Dispersed Locations Ecosystem Connecting Legacy and Siloed Environment with Cloud
  27. 27. Little Things can make a BIG difference
  28. 28. It’s not about the technology. It’s about the it creates Thomas Staggs, Chairman of Walt Disney Parks and Resorts, AllThingsD D11 Conference May 29 2013
  29. 29. the Cure it discovers the Live it saves the Customer it serves It’s not about the technology. It’s about the it creates
  30. 30. Little Things can make a BIG difference
  31. 31. Little Things [ ]can make a BIG difference
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