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Precision is the Future of
Financial Services
A New Era of Customer and Employee Engagement
Simon Mulcahy
GM Financial Ser...
Forward Looking Statements
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presenta...
4th Largest Software Company in the World in 2016
$ 6.62B
FY16 revenue guidance
20KEmployees
2013 • 2014 • 2015
2008 • 200...
>10 years of UK and European
Financial Services Customer Success
Our Financial Services Strategy
Multitenant Cloud
World’s most trusted
Customer Success
Platform
World’s #1 CRM
Four-pilla...
Financial Services: A Loyalty Crisis
51%
Wealth Management
of investors are dissatisfied
with advisor’s ability to
meet th...
Disruptors Now Leading the Way
Aspiration Summit Account “Best Bank Account in
America” Time Magazine, 2015
Orange has 1,0...
CEOs in Leading Banks Are Now Reacting
Financial Times: “Beyond Banking: Under Attack on All Sides”
“Our customers are cha...
How do we radically improve the customer experience?
How do we do this at scale and super cost effectively?
How do we radically improve the customer experience?
We Need to Reinvent Financial Services
Generic Precision
1-to-Many
Reactive
Transaction-based
When & how the bank wants
Pe...
Holy Grail: Effortless Customer &
Employee Experience
Customer Effort
Employee Effort
Quarterly
wealth
review
Insurance
cl...
Deliver the Precision Banking Experience
Analyze and Find the
Perfect Response
Capture Real-Time &
Life Events
Deliver the...
Supercharge Advisor
Productivity
Deepen
Book of
Business
Deliver
Personal &
Proactive
Service
Acquire
Clients
Trivial
Task...
1-to-1 client relationships
Smarter actions
Engage with clients
everywhere
Lightning user experience
201
6Introducing
Conn...
You are on a Journey Towards Precision
Unified
Unified view of the customer
Contextual
Proactive
Enriched profiles
Insight...
Unified Unified view of the customer
Contextual
Proactive
Enriched profiles
Insights for everyone
Increased employee
produ...
thank y u
Precision Is The Future Of Financial Services
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Precision Is The Future Of Financial Services

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Simon Mulcahy, Senior Vice President, Financial Services, Salesforce.

Precision is the Future of Financial Services. Exploring a New Era of Customer and Employee Engagement.

As shown at the Top of The Tower event in London on December 2015.

Published in: Business

Precision Is The Future Of Financial Services

  1. 1. Precision is the Future of Financial Services A New Era of Customer and Employee Engagement Simon Mulcahy GM Financial Services @simonmulcahy
  2. 2. Forward Looking Statements Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. 4th Largest Software Company in the World in 2016 $ 6.62B FY16 revenue guidance 20KEmployees 2013 • 2014 • 2015 2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 2011 • 2012 2013 • 2014 2015 Most innovative companies in the world
  4. 4. >10 years of UK and European Financial Services Customer Success
  5. 5. Our Financial Services Strategy Multitenant Cloud World’s most trusted Customer Success Platform World’s #1 CRM Four-pillar Strategy Deep & broad investments in financial services
  6. 6. Financial Services: A Loyalty Crisis 51% Wealth Management of investors are dissatisfied with advisor’s ability to meet their needs Banking 72% of clients would rather bank with Google, etc. Insurance 30% of Insurance clients are having positive experiences Less than
  7. 7. Disruptors Now Leading the Way Aspiration Summit Account “Best Bank Account in America” Time Magazine, 2015 Orange has 1,000 stores, 27 million customers
  8. 8. CEOs in Leading Banks Are Now Reacting Financial Times: “Beyond Banking: Under Attack on All Sides” “Our customers are changing. Digital transformation is no longer an option – it is a must” - Henri de Castries, CEO “Silicon Valley is coming. There are 100s of startups with a lot of brains and money working on various alternatives to traditional banking.” - Jamie Dimon, CEO “We need to be more decisive and with much more pace — so that we are leaner and more agile and more energetic” - John MacFarlane, Chairman
  9. 9. How do we radically improve the customer experience?
  10. 10. How do we do this at scale and super cost effectively? How do we radically improve the customer experience?
  11. 11. We Need to Reinvent Financial Services Generic Precision 1-to-Many Reactive Transaction-based When & how the bank wants Personalized Proactive Goal-based How they want it
  12. 12. Holy Grail: Effortless Customer & Employee Experience Customer Effort Employee Effort Quarterly wealth review Insurance claim Phone call center Applying for a mortgage
  13. 13. Deliver the Precision Banking Experience Analyze and Find the Perfect Response Capture Real-Time & Life Events Deliver the Precise Action Proactively and in Context Location Digital Activity Spending Life Events
  14. 14. Supercharge Advisor Productivity Deepen Book of Business Deliver Personal & Proactive Service Acquire Clients Trivial Tasks +17% +24% Importance of Tasks Baseline -50% IoT Data Science Social Mobile Cloud +11%
  15. 15. 1-to-1 client relationships Smarter actions Engage with clients everywhere Lightning user experience 201 6Introducing Connecting advisors with clients in a whole new way Mike Capelle Chief Strategy Officer
  16. 16. You are on a Journey Towards Precision Unified Unified view of the customer Contextual Proactive Enriched profiles Insights for everyone Increased employee productivity Apps built as fast as disruptors Cloud Profile Mobile Engagement Flow Communities Big Data Journeys Real-time Context Analytics
  17. 17. Unified Unified view of the customer Contextual Proactive Enriched profiles Insights for everyone Increased employee productivity Apps built as fast as disruptors Cloud Profile Mobile Engagement Flow Communities Big Data Journeys Real-time Context Analytics Predictive Machine learning at scale Historic Data …a Supercharged Journey Towards Precision
  18. 18. thank y u

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