A keynote presentation from the 2015 Salesforce Advantage Tour in Sydney.

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. IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies

3. IIoT: Even Today’s Hottest Devices Are Tomorrow’s Legacies

4. Data Science: Major Shift in Technology
Machine Learning
Unlimited
Computing Power
Ubiquitous Data

5. 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…

6. Data Science: Turns Devices into Experience
How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)

7. Customer Experience is The New Battlefield
36%
2011
Companies expecting to compete mostly
on the basis of customer experience.
89%
2016

8. 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”

9. Mobile: Platforms are Evolving
blog.xamarin.com/expand-­‐your-­‐apps-­‐reach-­‐with-­‐googles-­‐app-­‐invites/
dzone.com/articles/android-­‐60-­‐marshmallow-­‐and-­‐ios-­‐9

10. “Do what you do so well that they will want to
see it again and bring their friends.”
Walt Disney

11. 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

12. 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

13. The steps your customers go through in 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”

14. Methodology for collaborative re-invention
CollaborateDiscover Re-imagine
•organisational collaboration
•cultural alignment
•action not discussion
•friction & pain point focus

15. Example Persona
Discover Collaborate Re-imagine

16. Customer Journey
ShareOnboardAcquire Engage Try & Buy
Push
notification
Real time
try & buy
Content
updateInstall

17. Discover Collaborate Re-imagine

18. Workshop Output
Subtitle text
Discover Collaborate Re-imagine
pain
points
solution
building
blocks
orthodoxy
busters

19. Discover Collaborate Re-imagine

20. Get Ready for a New Kind of Customer Success
IoTIoT