Overwhelmed – IBM Emotional - PwC 75% ignore data – emotions – major strat decisions about their business FB – 4 passion centres – film/tv + music + sport + fashion SHARE * Worth remembering that our jobs will never be as easy as they are today *
Shares 4yrs 00:22
425 b2b metrics
Personification – look a like audiences (active audiences – tests: 22% more likely to purchase) Aldo 5 x 800 automated 7x cheaper keep than acquire
Livenation 4000 x 40%
Predictive customer service PRESCRIPTIVE
BBC 65m segments of 1 Some of our customers today would be here….
50Bn connected devices 2020There is a massive amount of data being created by billions of connected devices. Companies need this data to become a proactive business.
Talk Track: To become a proactive company you need to harness the data from all of the devices, apps, sensors and physical goods that are creating data for the web. All this data is required to become a proactive company!
Visualise in seconds on an ipad [GE] Gartner More profitable revenue Understanding customer needs Dealing with competition in the market place
90% 12 months 2.5Q day = Google x4 days 40x 2020 3 US networks 60 years = YouTube (active MAU) 60 days 5000 tweets / sec 5 seconds within app
ROBERT SCOBLE Only small spoon fulls of data We have FILTER FAILURE
Surveys (Sky NPS / AT&T / Barclays) Voice – listening – PARAMEDIC BIKES v HOSPITALS Analytics to get better response times (like KLM)
“It’s not enough to do your best. You need to know what to do, and then do your best”. Executive Sunday morning 30 days 3 seconds (millions data points calcualated in the could in RT) 5 seconds insight across your business
Salesforce1 for Apple Watch has three main components: the new Salesforce Analytics Cloud for Apple Watch, Salesforce1 for Apple Watch and Salesforce Wear Developer Pack for Apple Watch.
Service cloud 5 seconds Tweet (6-7 minutes half life)
Ask BIGGER questions…
Instead of a product demo. Outside Westbury. London.
Supercar: The car is powered by an 8-litre engine which develops around 1,000bhp - giving the Grand Sport a 0-62mph time of 2.7 seconds and a staggering top speed of 252mph
Building Loyal Relationships, Faster
Head of Strategy, EMEA
Salesforce Marketing Cloud
“We ask too much of technology and
not enough of ourselves.”
Customer Expectations Have Changed
Today We Live In A Proactive World
“CEOs used to be judged by how
well they acted in a crisis. Today
they are judged by how well they
Wadah Khanfar, Al Jazeera
The World Is More Connected Than Ever
Companies Must Become More Proactive
Thousands Millions Billions connected things
4 Technology Shifts 2015
in the cloud.
mobile to cloud.
Social networks a
Data didn’t exist
12 months ago
There’s No Such Thing As…
Blogs & Forums
What is #BigData?
bytes of data
How will you turn billions of events into
What Does It Look Like?
What if your was all connected?
Rich Contextual Data
Compute The Perfect Response
Deliver The Precise action
Proactively and In Context
Building a Customer Company
Create more value than you capture
37% Executives Don’t Know The
Lifetime Value Of Their Customers.
A 5% Increase in Customer
loyalty is everything.
“Technology is nothing. What’s
important is that you have faith in people,
that they’re basically good and smart,
and if you give them tools, they’ll do
wonderful things with them.”
Apple, NeXT, Pixar
Journey Builder: 1 to 1 Customer Journeys at Mattel
Powering connected experiences with email, mobile, web, and ads
Map the shopper and user journey
Drive mobile app downloads
Connect physical toy to digital
Drive adoption and use of toys
“Information is powerful but it is how
we use it that will define us.”
CONNECTED CUSTOMER CARE
“Their Preferred Channel…”
Unnecessary Service Costs To Online
Retailers Due To Channel Escalation
Cost Approx. $22 Million.
Forrester, Embrace Continuous Improvement
To Power Customer Service Operations
expect a response
from a brand
within 1 hour.
Companies are no longer
competing against each other.
They are competing against