2014 Big_Data_Forum_Salesforce.com

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Topic:Big Data and New Customer Experience …

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

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  • 1. Big Data and New Customer Experience Daniel Chang, Ed.D. Sr. Director Business Development, Salesforce.com daniel.chang@salesforce.com
  • 2. $1B investment 50M visitors per year 120,000 visitors per day 40 Square Mile Park
  • 3. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+
  • 4. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+
  • 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. Parks PARK TICKETS Rides Restaurants StoresHotel ROOM KEYS CREDIT CARD WALLET GPS FAST PASS+ Cloud SocialMobile Connected
  • 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. Little Things can make a BIG difference
  • 9. Philips Success Stories
  • 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. Little Things can make a BIG difference
  • 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. 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. Behind every is a customer.thing
  • 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. 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. 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. TRUST – Security and Privacy Salesforce1 Platform: Connecting Everyone and Everything Fastest Path from Idea to Next Gen Customer Apps Scalability
  • 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. TRUST – Security and Privacy Salesforce1 Platform: Connecting Everyone and Everything Fastest Path from Idea to Next Gen Apps Scalability
  • 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. TRUST – Security and Privacy Salesforce1 Platform: Connecting Everyone and Everything Fastest Path from Idea to Next Gen Apps Scalability
  • 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. 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. New England BioLabs Success Stories
  • 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. Little Things can make a BIG difference
  • 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. 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. Little Things can make a BIG difference
  • 31. Little Things [ ]can make a BIG difference