Key Takeaway:We are a publicly traded company. Please make your buying decisions only on the products commercially available from Salesforce.
With several hundred Banks across the globe currently using Salesforce.com, we have emerged as a Leader in the industry from a front office, sales & service delivery and customer experience innovator. We work with Banks large and small, in one product line or many and all have embraced the cloud and our solutions for rapid deployment, realizable gains and a real sense of ‘wow’ from the user community. During this presentation we will walk through the evolution of Banking over the past couple of decades, the current ‘Nexus of Disrpution’ which is causing Banks to re-think and re-tool their operating and customer models and the ‘Connected Bank’ vision that we are realizing through our technology.
Why I think we are seeing success success and traction here is because we are helping our customer look across other industries and learn how these other industries are resetting your customers’ expectations...of what to expect from your brand,.
We have found there are 4 key demands customers have...what Salesforce’s customers in other industries are doing here at the leading edge of customer centricity and how these themes are impacting Financial Services.
KNOW ME: Wealth managers need to consider their hopes for the future, their dreams and their fears, particularly concerning health issues. High-end retailers like Burberry are at the bleeding edge of blending digital and physical to connect with each customer and learn their needs. To truly Know Them. GUIDE ME: Wealth managers must earn clients’ trust with relevant insights and advice at each stage of their financial journeys. Advisors should offer personalized solutions oriented toward the clients’ goals, not just financial products. Fitbit is guiding its customers to a healthier lifestyle – acting as a coach HELP ME AS A TEAM: Financial services providers must coordinate and use the full resources of their organization as a team and their extended service networks to help them achieve client goals Hospital systems like UCSF are becoming collaborative and patient-centric. Two dozen doctors can share patient data and collaborate and converge to provide the best care. MAKE IT EASY TO ENGAGE: Advisors need to make the process of wealth management intuitive, and effortless. This means delivering it as a service when and how the client wants it. It most cases, this needs more touches, more frequently, more mobile Transportation providers like Uber are making it effortless to get a ride anytime anywhere
Cloud, moble, social, and data science enable this ability to engage, and adapt to the changing needs of your customer, technology, and the industry.
2. Infact, a recent 2015 IDC study revealed, “cloud capabilities….de facto standard” for manufacturers
At the same time, every industry is facing tremendous pressure to pay attention to what customers want and engage deeper with them. In every industry, there is a shift to the customer. In financial services, due to regulation like the Volcker Rule, the focus is on the consumer and consumer banking is much more lucrative In healthcare, the Affordable Care Act puts the patient in the spotlight, through value-based reimbursement models. For example, hospitals are penalized if patients are readmitted within 30 days or being discharged and they are rewarded for better patient satisfaction. In Communications & Media, Over the Top players like Whats App and Netflix are inflicting huge losses on incumbents putting the customer in the drivers seat In Retail, we all know how Amazon has turned the world of retail upside and driven a shift towards the customer like never before In Government, governments are staring at a disillusionment never seen before, with a huge expectation & trust gap. Again, this is driving a shift towards the citizen And in manufacturing, the Internet of Customers, by enabling an always-on connectivity with customers, is making it necessary for manufacturers to pivot to the customer and ….
So, every industry must focus on deeper engagement with customers
And to inspire you to become that Customer Company. Some companies are pivoted to their competitors, some are pivoted to their shareholders, and others focus on their internal organization, but ultimately, companies need to pivot back to the customer. We ask you to become customer obsessed, customer focused, customer driven. Something we like to call a Customer Company.
And to that, we needed build a platform for the future, we’ve worked hard to bring together all our solutions, whether it be in Sales, Service, Marketing, Community, in your Apps, or even our new Analytics Cloud I’m excited to tell you about.
We call this new vision for Salesforce the Customer Success Platform, the world's most trusted and innovative enterprise cloud re-imagined so you can succeed and go as fast as the world around you. Take your customer connections to a whole new level. Create deeper more meaningful relationships with each and every customer.
Challenges faced Why Salesforce? What did you implement Results experienced Cost savings? Future plans
Lead time reduction Inventory
Key Takeaway: The Salesforce1 Platform is the platform in which all of Salesforce’s industry leading sales, service, marketing, community and analytics apps are built on. We’ve taken those development tools, APIs & services and given them to all our financial services customers to build anything they need to run their business.
I am responsible for Product Marketing for Wealth Management. I am seeing huge shifts in this Industry where technology is playing an even bigger role. With over 10,000 people retiring every day! And a greater push from both millennials and baby boomers to be more collaborative with their advisors through digital channels, it is important that Wealth Managers get this right to accelerate advisor productivity, retain their clients, and grow their business. Getting the right technology to support these shifts is more critical than ever.
Welcome to the customer success platform for financial services
Welcome to the
Customer Success Platform
for Financial Services
Financial Services & Insurance
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Customer & employee expectations are being reset
Know me Guide me Make me productiveConnect me
Disruptors in your industry are already figuring this out
Banks need to help people
within the context of their lives
We can reinvent this
entire finance thing!
We will reimagine the bank
from the ground up
Co-founder, Andreesen Horowitz
CEO, Moven Bank
Founder, PayPal, Yelp, Affirm
Pressure to re-imagine engagement is immense
The Banking sector has not yet
felt the full disruptive force of
technology. But it will.
Everybody is going back to their
core customer. And they’re saying,
“We’re going to simplify.”
Our industry will go through
the same rapid evolution as
other industries have.
Antony Jenkins, CEO Anshu Jain, CEODoug Flint, Chairman
Engagement MobileCloud Social Data
Firms need a system of engagement
Deliver meaningful, contextual & relevant insights
execution Financial planningPortfolio management Performance
Market: Sense and respond to every opportunity
Customer Engagement Employee Engagement
Reimagine critical moments of engagement
Sell: Convert every opportunity in real time
Onboard: Create 360 profile & capture needs, goals
Service: Redefine 1:1 effortless service
Collaborate & Share: Engage the customer as a team
Build Apps: Empower anyone to build apps faster
Analyze: Create insight through customer data
Connect with customers & employees in a
whole new way
Become a Customer-centric firm
Trusted Multitenant Cloud
Scalable Metadata Platform
The Customer Success Platform for Financial Services
InsuranceRetail Banking Wealth Mgmt
Customer Innovation Director
Director, Data & Strategic Analysis
Salesforce & Eloqua – Product Delivery Manager
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