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D-Congress 2016 Keynote

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"Disruption is no longer disruptive. It's normal". Slides from my keynote in Gothenberg, Sweden, where I discuss the future of customer relationships, marketing technology and domestic robots!

Published in: Technology
  • Very nice post Jeremy. Gerry
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  • @Tinotenda Chakadonha It's a fair point but to say that we've hardly move on since '73 missed the wider picture. Young people could have never started Facebook, Twitter, Tinder, Instagram, Pintest, Uber etc even 20 years ago, let alone 42 years ago. Technology has allowed anyone to compete with a large company in a way that was never possible before. Alfred Lin said "Today it's easier than ever to start a company ~ but it's harder than ever to build one". The bigger issue today I think is why large corporations aren't investing as heavily in startups. LAst year about $50Bn was invested in tech startups, but the returns shareholders got from S&P500 companies generated $1Tr. The problem seems to be not where the $50Bn is going, but what are companies doing with the other $950Bn?
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  • very yummy info; what say you to this article; suggests that we're not being as 'innovative' or risk taking as we think we are - 24 year low number of young people in the US starting businesses, and outside of IT, gas and oil we've barely moved forward since '73 - https://medium.com/life-learning/kierkegaard-on-the-psychology-of-a-risk-averse-society-c62a178450a4#.tregkpl9t
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D-Congress 2016 Keynote

  1. 1. What’s the Future of Customer Relationships? (Hint: We Must Create More Value Than We Capture) @JeremyWaite D Congress 2016 Thursday March 10th, 2016
  2. 2. Forward-Looking Statements ​ 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. 2013 • 2014 • 2015 2008 • 2009 • 2010 2011 • 2012 • 2013 2014 • 2015 2011 • 2012 2013 • 2014 2015 Most innovative companies in the world 20KFY16 Employees Salesforce: 4th Largest Enterprise Software Company in the World This Year 4th largest software company based on analyst consensus revenue for FY2017. Salesforce fiscal 2017 guidance provided November 18, 2015: "revenue for the company's full fiscal year 2017 is projected to be approximately $8.0B to $8.1B.” $1.71BQ3 FY16 revenue
  4. 4. Sales Service Marketing Apps Community Analytics The Customer Success Platform Connect To Your Customers In A Whole New Way
  5. 5. “ CLAYCHRISTENSEN INNOVATION CAN HURT, IF YOU’RE NOT THE ONE DOING THE DISRUPTING”. DISRUPTIVE
  6. 6. 17 Years of Disruption & Technology Shifts
  7. 7. 77% OF CONSUMERS DON’T WANT A RELATIONSHIP “ WITH A BRAND.”
  8. 8. Image by @JeremyWaite | Originally Created by Bloomberg Businessweek @BW | Data: @Interbrand 2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 Best Global Brands 2000 - 2015 #1 #2 #3 #4 #5 #6 #7 #8 #9 #10 Food, Drink & Tobacco Technology and Electronics Business Services & Diversified Automotive Media and Telecoms| | | | COCA-COLA MICROSOFT IBM INTEL NOKIA GE FORD DISNEY McDONALDS AT&T
  9. 9. YOU CAN’T MANAGE “ WHAT YOU DON’T ” W.EDWARDSDEMING MEASURE.
  10. 10. “YOU CAN’T MANAGE WHAT YOU DON’T MEASURE” IS A MAXIM THAT IS TAUGHT AND BELIEVED BY MANY IN BOTH THE BUSINESS AND EDUCATION SECTORS. BUT IN FACT THE PHRASE IS RIDICULOUS ~ SOMETHING SAID BY PEOPLE WHO ARE UNAWARE OF HOW MUCH IS HIDDEN. A LARGE PORTION OF WHAT WE MANAGE CAN’T BE MEASURED, AND NOT REALISING THIS HAS UNINTENDED CONSEQUENCES. “ ” EDCATMULL
  11. 11. Customers Are On A Journey “Customers Cross 5 Channels When Making Purchasing Decisions”. GOOGLE
  12. 12. 1:1 Clienteling Automated Clienteling MARKETING • Campaign & Audience Management • Consumer Journeys • Display Advertisement • Social Studio (Listen/Engage/Publish) • Analytics (Web and In App Mobile) • Predictive Intelligence & Personalisation • Production & Content Management CONSUMER APPLICATION (Web and Mobile App) • eCommerce Integration • POS & IOT Integration • Consumer Engagement Apps • Pixel Perfect Design Master Data • Consumer Master Data • Vendor Master Data • Product and Location Sales • Consumer Orders Consumer Service • Live & Video Chat • SOS Button B2B & Employee Application (Web & Mobile) • Purchase Orders • Store Orders Community • Vendor Community • Employee Community • Consumer Community Loyalty Execution Instore IS InStore Store Services Consumer Services Product Ratings Next Best Offer Live Video Chat Community EmployeeServices, StoreOperations SustainabilityClick & Collect Mobile Payments Pick-UpOrders Return Services Kiosk Product Rentals Catalogue Newsletter Social Consumer Services Product Information Social ServicesPOS Coupons TailoredPromotions, ProductPlacements Benefits,Compensation, Education Product Recommendations Consumer Care Telephony Social Surveys Chat Social Media Integration SEO/SEM Social Commerce Content ManagementActive Audiences Predictive Selling Social Push Social Advertisement Lookalikes Digital Channel Services AdWord Management Search Merchandising Online Shop Services Assortment Planning Promotion Planning Forecasting Surveys/Audit Prediction Planning In Store Operations Workforce Management Employee Onboarding Store Inventory Management Scheduling Store Analytics Store Digitalization Collaboration Employee Apps IoT Services Automated Services Automated Replenishments Recognition Gamifictation HR & Employee Services Recruiting Onboarding Employee Helpdesk Training Performance Management Employee Motivation Media Management B2B Services Vendor Onboarding B2B2C eCommerce Trade Promotions Contract Management Process Payments and Orders Integration WebServices/ REST API ANALYTICS • Smart Data Services • Data Sciences BatchAPI Integration WebServices/REST API REST API Order Management Services OMS Stock/Virtual Stock PIM Subscription Management Product Catalogue Mobile Coupons Payment Options Wish list/Friends List Return Management One Click Shopping Geo Location Email Mobile Push SMS / MMS Web Analytics Diagnostics Geo location/Beacon One Touch Orders Robot Clientelling Cross-Sell Engine Create and manage orders ConsumerServiceEngagement Partner Ecosystem/ Integrated Operations Promotions,Tailored Coupons,Consumer, Information,MobilePush Supply Chain Services B2B Integration - EDI Tracking Services Warehouse Management SCM Insights/Dashboards Logistics/Delivery In-Store Tailored Promotions, Product Placements Consumer Engagements Recommendation Order Processing, Stock Management, Promotions, Shipments PLATFORM • Integration Services • B2B & Employee Application (Web & Mobile App) • Identify Management • Authentication and Authorization • Mobile • Big Data Objects • Data Management Tools • Data Modeling Tools Finance IoT • Business Rules & Orchestration • Real-Time Event Processing • Rich Contextual Data at Rest HOW TO BUILD A SINGLE VIEW OF A CUSTOMER Knowledgbase
  13. 13. 2000-2010 2010-2016 2016+ REACTION TIME REAL-TIME PREDICT TIME “PERSONALISATION à PERSONIFICATION” Gartner Digital Hype Cycle 2015 “I don’t need to know everything about everyone, I just need to know a few things about a whole bunch of people”. UNKNOWN >> KNOWN
  14. 14. +
  15. 15. AUTO BRAND FRAMEWORK ​ Building Brand Journeys Automaker Brands ~ Digital Disruption 2016 by James L. McQuivey
  16. 16. AUTO BRAND FRAMEWORK ​ Building Brand Journeys Automaker Brands ~ Digital Disruption 2016 by James L. McQuivey
  17. 17. UBER IS THE MOST ETHICALLY “ CHALLENGED PETERTHIEL COMPANY IN SILICON VALLEY”.
  18. 18. UBER IS THE MOST IMPORTANT “ COMPANY BILLGURLEY EVER CREATED”.
  19. 19. BANKRUPT
  20. 20. 1. FILTERED 2. CLEAN 3. FILTERED How Do You Extract Meaning Out Of Noise?
  21. 21. “I DON’T NEED TO KNOW ANYTHING ABOUT ANYBODY. I JUST NEED TO KNOW A LITTLE BIT ABOUT A WHOLE BUNCH OF PEOPLE”. BRADLEY VOYTEK UBER HEAD OF DATA SCIENCE How are city demand patterns inter-related?
  22. 22. Monitoring Customer Journeys Building A Customer Company in Real-Time Real-Time Events Rich Contextual Data 1011101100010001111101001 0101010110000100101101110 0010000100010001101110110 0010001111101001010101011 0000100101101110001000010 0010001101110110001000111 1101001010101011000010010 11011100010000100010001 Analyse Compute The Perfect Response Deliver The Precise action Proactively and In Context
  23. 23. 5B Smartphones by 2017 550M+ Social Networks, Blogs & Forums (inc. Dark) 2.5 Quintillion bytes of data every day Social CustomerPurchase Connected The Customer Success Platform Volume. Velocity. Variety. Veracity. DATA SCIENCE
  24. 24. When they CREATE more value than they CAPTURE 2016 ~ Traditional Businesses Fight Back Capital Assets Market Footprint Customer Data “We ask too much of technology and not enough of ourselves”. NATE SILVER, FIVE THIRY EIGHT
  25. 25. 37% Brands Don’t Know The Lifetime Value Of Their Customers.
  26. 26. TECHNOLOGY IS NOTHING. “ WHAT’S IMPORTANT IS THAT YOU ” WONDERFUL STEVEJOBS HAVE FAITH IN PEOPLE, THAT THEY’RE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEY’LL DO SOMETHING WITH THEM.
  27. 27. thank y u @JEREMYWAITE | JEREMY.WAITE@SALESFORCE.COM

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