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Advantage Tour - Business Transformation, Singapore

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Advantage Tour - Business Transformation, Singapore

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Advantage Tour - Business Transformation, Singapore

  1. 1. Derek Laney
 Head of Product Marketing Business Transformation: How To Stay Ahead of The Game in The Digital Age @derektweets dlaney@salesforce.com
  2. 2. app soda machine watch phone sensor machine lightbulb Behind every Closed Lost by Region and Product Midwest Buildozer Tra... Concrete Mixer Concrete Pump Concrete Pu... Crankshaft $1,065,700 $274,900 $81,800 $527,900 $25,600 REGION PRODUCT SUM OF AMOUNT Midwest Midwest Midwest Midwest Energy consumption Total annual consumption Energy Resources Time Resources used 65% Data allocated (GB) 26 57 78 51 76 26 50 58 is a customer The Internet of Customers IoT Data
 Science Social Mobile Cloud
  3. 3. IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
  4. 4. IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies
  5. 5. Data Science: Major Shift in Technology Machine Learning Unlimited Computing Power Ubiquitous Data
  6. 6. Data Science: IQ uses Relationship Intelligence Drive action with Relationship Intelligence What to Prioritize Who to Email How to close more deals Automatically collects all your data to…
  7. 7. Data Science: Turns Devices into Experience How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)
  8. 8. Customer Experience is The New Battlefield 36% 2011 Companies expecting to compete mostly on the basis of customer experience. 89% 2016
  9. 9. 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”  
  10. 10. Mobile: Platforms are Evolving blog.xamarin.com/expand-­‐your-­‐apps-­‐reach-­‐with-­‐googles-­‐app-­‐invites/ dzone.com/articles/android-­‐60-­‐marshmallow-­‐and-­‐ios-­‐9
  11. 11. Mattel Imagines the Future of Play
  12. 12. “Do what you do so well that they will want to 
 see it again and bring their friends.” Walt Disney
  13. 13. Behind every thing Closed Lost by Region and Product Midwest Buildozer Tra... Concrete Mixer Concrete Pump Concrete Pu... Crankshaft $1,065,700 $274,900 $81,800 $527,900 $25,600 REGION PRODUCT SUM OF AMOUNT Midwest Midwest Midwest Midwest Energy consumption Total annual consumption Energy Resources Time Resources used 65% Data allocated (GB) 26 57 78 51 76 26 50 58 is a customer The Internet of Customers IoT Data
 Science Social Mobile Cloud
  14. 14. Rowena Westphalen Analytics Cloud Lead, APAC @rowenawest
 rwestphalen@salesforce.com
  15. 15. c.
  16. 16. IoTIoT
  17. 17. Thinking Like a Designer Not being a Designer
  18. 18. Future Nature – Evolution will not be televised
  19. 19. The Chau Chak Wing at UTS
  20. 20. Empathy - L’Oreal
  21. 21. CHOOSE A PARTNER Pair up with someone near you One of the pair raise their hand
  22. 22. If you raised your hand CLOSE YOUR EYES NOW We don’t want you to see the next slide !
  23. 23. How did you do ? Questions are the new answers..
  24. 24. Questioning - Mattel
  25. 25. Back in Your Pairs Come up with as many ideas as possible
  26. 26. Come up with a new way to exercise Come up with as many ideas as possible
  27. 27. Come up with a new way to exercise IN A CAR Come up with as many ideas as possible
  28. 28. Come up with a new way to exercise using only a car headrest.. in your original pairs come up with AS MANY IDEAS as possible
  29. 29. Which question generated the most ideas ? Questions we ask reflect the answers we get 1 2 3
  30. 30. Who can help ?
  31. 31. Gary Luton Senior Vice President, Success Services 
 gluton@salesforce.com
  32. 32. Disruption pyramid source: geoffrey moore - diagnosing disruption Business Model Operating Model Infrastructure Model Business  Value  Delivery   Focus  on  DisrupKng  inefficient  Markets Business  Opera4ons   Focus  on  People  ProducKvity Technical  Opera4ons   Focus  on  System  Performance
  33. 33. The steps your customers go through when engaging with your company Customer journey Friction: “Interactions that inhibit people from intuitively and painlessly achieving their goals” WWW Our Goal: “Redesign the customer journey, reduce friction, make customers love interacting with us”
  34. 34. Beauty Advisor Reimagined Makeup Genius is a Beauty Advisor in Your Pocket
  35. 35. Methodology for collaborative re-invention CollaborateDiscover Re-imagine •organisational collaboration •cultural alignment •action not discussion •friction & pain point focus
  36. 36. Discover Collaborate Re-imagine
  37. 37. Example Persona Discover Collaborate Re-imagine
  38. 38. Discover Collaborate Re-imagine
  39. 39. Workshop output Subtitle text Discover Collaborate Re-imagine pain points solution building blocks orthodoxy busters
  40. 40. Discover Collaborate Re-imagine
  41. 41. Re-imagined customer journey ShareOnboardAcquire Engage Try & Buy Push notification Real time try & buy Content updateInstall Discover Collaborate Re-imagine
  42. 42. Get Ready for a New Kind of Customer Success IoTIoT
  43. 43. We want to help imagine your future Talk with your account teams Join our Success Communities Talk to experts in the Product Area
  44. 44. thank y u

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