The cloud is now the mainstream. Congratulations. That means it’s no longer special to be cloudy. What’s needed now is a re-thinking of what IT does. Let legacy IT incumbents relocate the past century’s silos to the past decade’s server farms. The salesforce.com community is already re-inventing business processes, around the informed and elevated expectations of cloud-native collaborative customers and their connected things. Peter Coffee shares a global perspective on present facts, near-term implications, and the opportunities and challenges of continued leadership above the cloud.
Presented as opening keynote at Midwest Dreamin' 2014 in Chicago by Peter Coffee of salesforce.com inc.
These slides analyze the value propositions for the members (more than 140) of Wall Street Journal's Billion Dollar Startup Club. Value propositions are important, because they are a major reason for the success of a product or a service. Many of these value propositions involved multiple dimensions of performance and large changes in user behavior. Young entrepreneurs should look for these types of value propositions.
This deck offers a brief overview of Jackdaw Research, a research and consulting firm focused on the consumer technology market. We differentiate ourselves by taking a big-picture, strategic approach to the consumer technology market, the companies which compete in it, and their business models. This allows us to see trends and predict future developments much more effectively than the traditional siloed analyst firms.
These slides discuss Network Effects, Platforms, Standards, and Complex Systems. All of these concepts continue to become more important as the digital economy progresses. From Uber to Instacart, and from smart phones to driverless vehicles, these concepts are playing an increasingly important role in the global economy. Their impact is most obvious when one thinks of the winner take all markets that are becoming increasingly common.
These slides analyze the value propositions for the members (more than 140) of Wall Street Journal's Billion Dollar Startup Club. Value propositions are important, because they are a major reason for the success of a product or a service. Many of these value propositions involved multiple dimensions of performance and large changes in user behavior. Young entrepreneurs should look for these types of value propositions.
This deck offers a brief overview of Jackdaw Research, a research and consulting firm focused on the consumer technology market. We differentiate ourselves by taking a big-picture, strategic approach to the consumer technology market, the companies which compete in it, and their business models. This allows us to see trends and predict future developments much more effectively than the traditional siloed analyst firms.
These slides discuss Network Effects, Platforms, Standards, and Complex Systems. All of these concepts continue to become more important as the digital economy progresses. From Uber to Instacart, and from smart phones to driverless vehicles, these concepts are playing an increasingly important role in the global economy. Their impact is most obvious when one thinks of the winner take all markets that are becoming increasingly common.
This video for this talk from Business of Software Conference Europe 2018 will be published here soon: http://businessofsoftware.org/2016/07/all-talks-from-business-of-software-conferences-in-one-place-saas-software-talks/
Once upon a time, enterprise software was a safe bet for entrepreneurs and investors. This is no longer true. Since Salesforce.com launched in 1999, SaaS has shifted software from being a capital investment to recurring operating expense for customers, but for startups the funding from big upfront licenses is gone. SaaS has become canonical, but four other profound changes have transformed the world in which enterprise software firms operate:
Open source software.
‘The Cloud’.
Internal IT departments have largely changed focus to “keeping the lights on” and protecting systems from cyber attack.
The decline in access to public equity markets
What are the implications for building a B2B SaaS business?
Bill discusses the opportunities and challenges that the new enterprise paradigm presents entrepreneurs from the perspective of someone with five decades of experience investing and founding software companies.
[Webinar Slides] Connect with your customers in our modern world with apps, d...AIIM International
Learn how the right mix of apps, data, mobile, and cloud can provide you with real-time connections with your customers throughout their journey with you.
For more information on Business Process Management (BPM), visit our resource center: http://www.aiim.org/Resource-Centers/Business-Process-Management.
In this deck, Greylock Partner Jerry Chen reviews some of the traditional economic moats that technology companies typically leverage and how they are being disrupted. I believe that startups today need to build systems of intelligence™ — AI powered applications — “the new moats.”
This lecture describes the Platform model or Two-sided Markets. Platforms serve multiple customer groups and benefit from network effects that take place with and between those groups. Businesses based on Platforms are able to adopt innovative pricing structures in which one side subsidizes another. When the marginal costs are near zero it can be practical to drop the subsidized price all the way to zero.
Social Business & Innovation in IBM - CBS 2016 Anders Quitzau
IBM is also a social business, embedding social in every process and interaction. This is key to IBM's breadth and depth of innovation. This lecture was given to CBS, Copenhagen in October 2016
Consumerization of IT: A perspective and recommendationsRamarao Kanneganti
Consumerization of IT is imposing lot of challenges to IT management. In this presentation, I describe a comprehensive approach that IT can take to handle, with specific recommendations.
Bridging the Gap Between Business and Development (OOP'07 Keynote)Enthiosys Inc
Luke Hohmann, Enthiosys CEO, spoke on "Bridging the Gap Between Business and Development" as a keynote for OOP 2007 in Munich. He explored the understanding gap between developers and business-side staff by asking that the "ideal developer" would be for each group.
Using Product Box to Build the Complete DeveloperLuke Hohmann
In 2006 I was asked to give the keynote at the Better Software Conference on "The Complete Developer". It was a perfect opportunity to use the Innovation Game® Product Box to with senior leaders of Silicon Valley Companies like Google and EMC to identify the three core sets of attributes that they consider most valuable in a developer: technical competence, customer driven and business acumen.
This video for this talk from Business of Software Conference Europe 2018 will be published here soon: http://businessofsoftware.org/2016/07/all-talks-from-business-of-software-conferences-in-one-place-saas-software-talks/
Once upon a time, enterprise software was a safe bet for entrepreneurs and investors. This is no longer true. Since Salesforce.com launched in 1999, SaaS has shifted software from being a capital investment to recurring operating expense for customers, but for startups the funding from big upfront licenses is gone. SaaS has become canonical, but four other profound changes have transformed the world in which enterprise software firms operate:
Open source software.
‘The Cloud’.
Internal IT departments have largely changed focus to “keeping the lights on” and protecting systems from cyber attack.
The decline in access to public equity markets
What are the implications for building a B2B SaaS business?
Bill discusses the opportunities and challenges that the new enterprise paradigm presents entrepreneurs from the perspective of someone with five decades of experience investing and founding software companies.
[Webinar Slides] Connect with your customers in our modern world with apps, d...AIIM International
Learn how the right mix of apps, data, mobile, and cloud can provide you with real-time connections with your customers throughout their journey with you.
For more information on Business Process Management (BPM), visit our resource center: http://www.aiim.org/Resource-Centers/Business-Process-Management.
In this deck, Greylock Partner Jerry Chen reviews some of the traditional economic moats that technology companies typically leverage and how they are being disrupted. I believe that startups today need to build systems of intelligence™ — AI powered applications — “the new moats.”
This lecture describes the Platform model or Two-sided Markets. Platforms serve multiple customer groups and benefit from network effects that take place with and between those groups. Businesses based on Platforms are able to adopt innovative pricing structures in which one side subsidizes another. When the marginal costs are near zero it can be practical to drop the subsidized price all the way to zero.
Social Business & Innovation in IBM - CBS 2016 Anders Quitzau
IBM is also a social business, embedding social in every process and interaction. This is key to IBM's breadth and depth of innovation. This lecture was given to CBS, Copenhagen in October 2016
Consumerization of IT: A perspective and recommendationsRamarao Kanneganti
Consumerization of IT is imposing lot of challenges to IT management. In this presentation, I describe a comprehensive approach that IT can take to handle, with specific recommendations.
Bridging the Gap Between Business and Development (OOP'07 Keynote)Enthiosys Inc
Luke Hohmann, Enthiosys CEO, spoke on "Bridging the Gap Between Business and Development" as a keynote for OOP 2007 in Munich. He explored the understanding gap between developers and business-side staff by asking that the "ideal developer" would be for each group.
Using Product Box to Build the Complete DeveloperLuke Hohmann
In 2006 I was asked to give the keynote at the Better Software Conference on "The Complete Developer". It was a perfect opportunity to use the Innovation Game® Product Box to with senior leaders of Silicon Valley Companies like Google and EMC to identify the three core sets of attributes that they consider most valuable in a developer: technical competence, customer driven and business acumen.
A revolution is under way where businesses and their systems are connecting to digital communities of existing and potential partners. In this world:• Sellers quickly find new business opportunities with a network of purchase-ready prospects
• Buyers efficiently discover new sources of supply and coordinate orders across their supply chains — all in real-time
• Companies can have transparency into payables and receivables to make better working capital decisions
In this session we will investigate the key elements that allow the emerging leaders to embrace the new world of Networked Business, and what steps you must take to continue to flourish.
This is the keynote address from the July 17th, 2013 Becoming a Customer Company event. This was a co-sponsored event by Magnet 360, salesforce.com, and Marketo. This presentation includes slides as presented by Peter Coffee, Andy MacMillan, Scott Litman, and Jeremiah Owyang.
Peter Coffee of salesforce.com summarizes the state of the cloud after a decade of enterprise assimilation, and lays out the upside value opportunities of the reconceived Cloud 2 -- combining cloud economy with connected community
UNLOCK YOUR DIGITAL VALUE POTENTIAL - BOOZ DIGITAL AMSTERDAM 2013Femke-Anna van Zanten
Most players see digital as incremental instead of transformative. Digital is not just an add-on, and as such, incremental steps will not be enough. Re-imagining in a broader context is key. Learn here how to Re-imagine your business, and create Digital Value: new insights, frameworks and case examples.
In a hyper-connected world, the agile data center helps grow the business by delivering the right services to users in a scalable, flexible and secure.
Businesses today compete at the speed of thought. Nobody can afford to stand still; if a company isn’t looking to render its best-selling products or services obsolete, somebody else will be—and that might be a known competitor or a stealthy startup.
At their best, IT departments are at the forefront of this change, enabling agile transformations of business service delivery to employees and customers. Unfortunately, while IT strives to deliver against its capabilities, too often those capabilities may be restricted because of legacy systems.
The Rising Floor of Platform - MIT Platform Summit 2014Peter Coffee
If someone thinks that they can create differentiating value by starting at the level of what you sell, at a cost that enables them to sell the result, then you are - to them - a platform. Too much lower, you're plumbing. Above that level, you're a competitor or an irrelevant product. What should a platform provide today, as 24x7 connected people want trustworthy access to data and command of useful function?
apidays LIVE Hong Kong - The Future of Legacy - How to leverage legacy and on...apidays
apidays LIVE Hong Kong - The Open API Economy: Finance-as-a-Service & API Ecosystems
The Future of Legacy - How to leverage legacy and on-prem assets in your digital transformation with Digital-Driven Integration
Zeev Avidan, Chief Product Officer of OpenLegacy
Crowdsourced topic rankings at Snowforce 2017 in Salt Lake City drove this one-hour "Top 10" -- from evolving role of CIO, up through AI-leveraged connection, into a culture of innovation. (Peter Coffee, VP for Strategic Research at Salesforce)
Game of Phones - Becoming the Architects of Connection (Midwest Dreamin' Clos...Peter Coffee
Over a span of 30-something years, the CPU speed of a mainstream personal computer has grown by less than a factor of one thousand -- while the connectivity bandwidth that people expect (in workplace, home, and even in mobile activities) has grown 200 times that much. If we called them "(inter)personal connectors," we might be capturing more correctly the role of the "PC" and its descendants in our lives -- but in most organizations, we still treat IT more as a discipline of automation and calculation and archival than as a medium of connection and collaboration. Peter Coffee shares current research and a global perspective on what it means for the Salesforce community to take the lead in repurposing and reculturing the modern era's defining technology.
Inside Out and Upside Down - FOO Camp 2016 - Peter CoffeePeter Coffee
Four "truths" of IT are still true enough to yield ROI by pursuing their further development -- but you'll never realize how much you left on the table by failing to appreciate their transformation in a massively connected world.
Big Data Goes to Work - Liberating Latent Value in a Connected World - P.CoffeePeter Coffee
Material presented to a session of the Mathematical Sciences Colloquium series at University of Montana - Missoula on 7 December 2015: opportunities, challenges, enabling technologies, practices and impacts of "big data" strategies
Unleash innovation on the Customer Success PlatformPeter Coffee
It's not about being just an "implementation partner." What the customer wants is a transformation advisor. On an enterprise cloud platform, the tech is part of the service -- which makes more time for more interesting things.
It's About The Citizen - Changing Needs and Rising ExpectationsPeter Coffee
Presented as keynote to GTEC 2014 in Ottawa, 28 October 2014 by Peter Coffee of Salesforce
A “cloud computing” conversation used to be a plan to cut IT costs and accelerate project schedules. Today, it’s becoming a citizen-driven discussion of improving the visibility, availability and accountability of every institution of modern life — in a world where people have a whole new level of power to discover, share, and collaborate in identifying and confronting challenges as well as pursuing new opportunities. Not merely the execution, but even the basic mission, of government and other organs of society is in the crosshairs. Peter Coffee brings salesforce.com’s global perspective, as thrice-named “World’s Most Innovative Company” (Forbes), to share with theGTEC community and to offer opportunities for action.
Security is too often discussed in terms of what it prevents rather than what it assures. Too much trust in narrowly focused technology, combined with too much fear of the unknown in areas like adoption of the cloud, combine to make many enterprise and other IT systems unnecessarily expensive and inadequately trustworthy.
Connected things are quickly expanding, beyond their traditional scope of industrial plumbing and their recent emergence as lifestyle novelty, to become a global and everyday norm. After the revolution comes the need for sustainable operation: what's involved in assuring that today's Internet of Factories, Internet of Transactions, and emerging Internet of Personal Devices can scale to the demands of billions of people and tens of billions of everythings? Peter Coffee, VP for Strategic Research at salesforce.com inc., examines the challenges and highlights the opportunities for robust and responsible leadership in the world that's taking shape today.
How To Thrive In A World of Connected CustomersPeter Coffee
What it means to be customer-centric; how mobile devices, apps and social networks transform behaviors of customers and require new analytics and new commitments from organizations
Looking Back at the Next Ten Years - Fusion Symposium 2024Peter Coffee
In 2024, what will we say we should have seen coming ten years before? Opening keynote to Fusion Symposium in Madison, Wisconsin by Peter Coffee of salesforce.com inc.
Presentation to CleanTech Future Conference II in San Francisco, 4 November 2013, on multi-tenancy's 95% reduction of IT CO2 footprint - versus timid incrementalism of virtual-machine approach
Better, faster and cheaper can be exactly the wrong thing to do when fundamentally different models are enabled and compelled by the revolutions of social connection, mobile connection and big-data discovery. Annual end-of-summer address to joint meeting of L.A. chapters of ACM and AITP, 19 September 2013
Future Normal - Why Every IT Trend Points to PaaSPeter Coffee
Presented by Peter Coffee of salesforce.com to the Platform Strategy Executive Symposium of the MIT Center for Digital Business at the MIT Sloan School of Management, 26 July 2013
Dev Dives: Train smarter, not harder – active learning and UiPath LLMs for do...UiPathCommunity
💥 Speed, accuracy, and scaling – discover the superpowers of GenAI in action with UiPath Document Understanding and Communications Mining™:
See how to accelerate model training and optimize model performance with active learning
Learn about the latest enhancements to out-of-the-box document processing – with little to no training required
Get an exclusive demo of the new family of UiPath LLMs – GenAI models specialized for processing different types of documents and messages
This is a hands-on session specifically designed for automation developers and AI enthusiasts seeking to enhance their knowledge in leveraging the latest intelligent document processing capabilities offered by UiPath.
Speakers:
👨🏫 Andras Palfi, Senior Product Manager, UiPath
👩🏫 Lenka Dulovicova, Product Program Manager, UiPath
UiPath Test Automation using UiPath Test Suite series, part 4DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 4. In this session, we will cover Test Manager overview along with SAP heatmap.
The UiPath Test Manager overview with SAP heatmap webinar offers a concise yet comprehensive exploration of the role of a Test Manager within SAP environments, coupled with the utilization of heatmaps for effective testing strategies.
Participants will gain insights into the responsibilities, challenges, and best practices associated with test management in SAP projects. Additionally, the webinar delves into the significance of heatmaps as a visual aid for identifying testing priorities, areas of risk, and resource allocation within SAP landscapes. Through this session, attendees can expect to enhance their understanding of test management principles while learning practical approaches to optimize testing processes in SAP environments using heatmap visualization techniques
What will you get from this session?
1. Insights into SAP testing best practices
2. Heatmap utilization for testing
3. Optimization of testing processes
4. Demo
Topics covered:
Execution from the test manager
Orchestrator execution result
Defect reporting
SAP heatmap example with demo
Speaker:
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Smart TV Buyer Insights Survey 2024 by 91mobiles.pdf91mobiles
91mobiles recently conducted a Smart TV Buyer Insights Survey in which we asked over 3,000 respondents about the TV they own, aspects they look at on a new TV, and their TV buying preferences.
State of ICS and IoT Cyber Threat Landscape Report 2024 previewPrayukth K V
The IoT and OT threat landscape report has been prepared by the Threat Research Team at Sectrio using data from Sectrio, cyber threat intelligence farming facilities spread across over 85 cities around the world. In addition, Sectrio also runs AI-based advanced threat and payload engagement facilities that serve as sinks to attract and engage sophisticated threat actors, and newer malware including new variants and latent threats that are at an earlier stage of development.
The latest edition of the OT/ICS and IoT security Threat Landscape Report 2024 also covers:
State of global ICS asset and network exposure
Sectoral targets and attacks as well as the cost of ransom
Global APT activity, AI usage, actor and tactic profiles, and implications
Rise in volumes of AI-powered cyberattacks
Major cyber events in 2024
Malware and malicious payload trends
Cyberattack types and targets
Vulnerability exploit attempts on CVEs
Attacks on counties – USA
Expansion of bot farms – how, where, and why
In-depth analysis of the cyber threat landscape across North America, South America, Europe, APAC, and the Middle East
Why are attacks on smart factories rising?
Cyber risk predictions
Axis of attacks – Europe
Systemic attacks in the Middle East
Download the full report from here:
https://sectrio.com/resources/ot-threat-landscape-reports/sectrio-releases-ot-ics-and-iot-security-threat-landscape-report-2024/
Key Trends Shaping the Future of Infrastructure.pdfCheryl Hung
Keynote at DIGIT West Expo, Glasgow on 29 May 2024.
Cheryl Hung, ochery.com
Sr Director, Infrastructure Ecosystem, Arm.
The key trends across hardware, cloud and open-source; exploring how these areas are likely to mature and develop over the short and long-term, and then considering how organisations can position themselves to adapt and thrive.
Kubernetes & AI - Beauty and the Beast !?! @KCD Istanbul 2024Tobias Schneck
As AI technology is pushing into IT I was wondering myself, as an “infrastructure container kubernetes guy”, how get this fancy AI technology get managed from an infrastructure operational view? Is it possible to apply our lovely cloud native principals as well? What benefit’s both technologies could bring to each other?
Let me take this questions and provide you a short journey through existing deployment models and use cases for AI software. On practical examples, we discuss what cloud/on-premise strategy we may need for applying it to our own infrastructure to get it to work from an enterprise perspective. I want to give an overview about infrastructure requirements and technologies, what could be beneficial or limiting your AI use cases in an enterprise environment. An interactive Demo will give you some insides, what approaches I got already working for real.
Software Delivery At the Speed of AI: Inflectra Invests In AI-Powered QualityInflectra
In this insightful webinar, Inflectra explores how artificial intelligence (AI) is transforming software development and testing. Discover how AI-powered tools are revolutionizing every stage of the software development lifecycle (SDLC), from design and prototyping to testing, deployment, and monitoring.
Learn about:
• The Future of Testing: How AI is shifting testing towards verification, analysis, and higher-level skills, while reducing repetitive tasks.
• Test Automation: How AI-powered test case generation, optimization, and self-healing tests are making testing more efficient and effective.
• Visual Testing: Explore the emerging capabilities of AI in visual testing and how it's set to revolutionize UI verification.
• Inflectra's AI Solutions: See demonstrations of Inflectra's cutting-edge AI tools like the ChatGPT plugin and Azure Open AI platform, designed to streamline your testing process.
Whether you're a developer, tester, or QA professional, this webinar will give you valuable insights into how AI is shaping the future of software delivery.
UiPath Test Automation using UiPath Test Suite series, part 3DianaGray10
Welcome to UiPath Test Automation using UiPath Test Suite series part 3. In this session, we will cover desktop automation along with UI automation.
Topics covered:
UI automation Introduction,
UI automation Sample
Desktop automation flow
Pradeep Chinnala, Senior Consultant Automation Developer @WonderBotz and UiPath MVP
Deepak Rai, Automation Practice Lead, Boundaryless Group and UiPath MVP
Epistemic Interaction - tuning interfaces to provide information for AI supportAlan Dix
Paper presented at SYNERGY workshop at AVI 2024, Genoa, Italy. 3rd June 2024
https://alandix.com/academic/papers/synergy2024-epistemic/
As machine learning integrates deeper into human-computer interactions, the concept of epistemic interaction emerges, aiming to refine these interactions to enhance system adaptability. This approach encourages minor, intentional adjustments in user behaviour to enrich the data available for system learning. This paper introduces epistemic interaction within the context of human-system communication, illustrating how deliberate interaction design can improve system understanding and adaptation. Through concrete examples, we demonstrate the potential of epistemic interaction to significantly advance human-computer interaction by leveraging intuitive human communication strategies to inform system design and functionality, offering a novel pathway for enriching user-system engagements.
PHP Frameworks: I want to break free (IPC Berlin 2024)Ralf Eggert
In this presentation, we examine the challenges and limitations of relying too heavily on PHP frameworks in web development. We discuss the history of PHP and its frameworks to understand how this dependence has evolved. The focus will be on providing concrete tips and strategies to reduce reliance on these frameworks, based on real-world examples and practical considerations. The goal is to equip developers with the skills and knowledge to create more flexible and future-proof web applications. We'll explore the importance of maintaining autonomy in a rapidly changing tech landscape and how to make informed decisions in PHP development.
This talk is aimed at encouraging a more independent approach to using PHP frameworks, moving towards a more flexible and future-proof approach to PHP development.
GraphRAG is All You need? LLM & Knowledge GraphGuy Korland
Guy Korland, CEO and Co-founder of FalkorDB, will review two articles on the integration of language models with knowledge graphs.
1. Unifying Large Language Models and Knowledge Graphs: A Roadmap.
https://arxiv.org/abs/2306.08302
2. Microsoft Research's GraphRAG paper and a review paper on various uses of knowledge graphs:
https://www.microsoft.com/en-us/research/blog/graphrag-unlocking-llm-discovery-on-narrative-private-data/
1. New Services, No Silos
A salesforce.com Vision for the Next 15 Years
Peter Coffee
VP for Strategic Research
salesforce.com inc.
2. Good Morning
Let’s review exactly what you were promised
• The cloud is now the mainstream. Congratulations. That means it’s no
longer special to be cloudy.
• What’s needed now is a re-thinking of what IT does.
– Let legacy IT incumbents relocate past century’s silos to past decade’s server farms.
– The salesforce.com community is already re-inventing business processes…
…around the informed and elevated expectations of cloud-native collaborative
customers and their connected things.
The present facts, the near-term implications, and the opportunities
and challenges of continued leadership above the cloud
7. What Does It Mean…When People Prefer the 2009 Release?
8. They’re Not Asking for a “Portable Desktop”…
What did we get from
a “desktop metaphor”?
• Direct manipulation
• WYSIWYG authoring
•Work on computers
“the way we work in
real life”…?
9. They’re Asking For Today’s Way of Work in Their Hand
In 2014, we don’t shuffle
“documents” on “desktops”
• What you’re doing
• Whoelse is doing it
• What’s valued by the team
• What’s already been done
• What’s new to share
• What’s new to show
• What’s now to decide
• What should happen next?
10. •The cloud is now the mainstream.
Congratulations*
* After you win the revolution…you have to govern
12. Connection Creates New Communities…and New Behaviors
“The game, called EteRNA, allows players
to remotely carry out real experiments to
verify their predictions of how RNA
molecules fold. The first big result: a study
published this week in the Proceedings of
the National Academy of Sciences,
bearing the names of more than 37,000
authors – only 10 of them professional
scientists.”
13. • Old Customers:
– Prospects get content from Marketing
– Buyers negotiate terms with Sales
– Customers raise issues with Support
• Connected Customers:
– Prospects seek insights from customers
– Buyers collaborate on competitor research
– Customers tell the world when they’re not happy
• Companies need new organizations & processes
– Every employee/contractor/partner is a spokesperson/avatar
– Power to address issues must be pushed to edge of organization
– Collaborative response must be available on demand
Connected Customers Rewrite the Rules
14. • Old Customers:
– Limited knowledge of realities of risk
– Coarse pooling of risk based on gross and inaccurate data
– Limited opportunities for risk diversification
• Connected Customers:
– Enormously greater visibility of comparable customers
– Real-time information available to all
– Superior data trumps economy of scale
• Financial Services differentiate with:
– Exceptional domain-specific expertise
– Superior ability to analyze (and price) risks
– Proven advantage in first-call responsiveness
For Example: Financial Services in Era of Customer Control
15. • Old Customers:
– The brand controls the messaging and defines the offering
– Only the most informed customers bargain from knowledge
– Profit margins opaque to customers
• Connected Customers:
– The customer community becomes “the brand”
– Customers can engage in real-time research in-store
– Generics/“off brands” compete with name brands
• Retailers and brand names differentiate with:
– Aspirational image and associations (e.g., Burberry World)
– Effective shift of conversation from price to value
– Positioning as superior solution: customers Google the problem, not the product
Retail and CPG: Assume The Customer Knows Everything
16. • Old Customers:
– Current research and cost information accessible only to professionals
– Geographic monopolies of care providers and payment services
– Employer-paid group plans with coarse pooling of risk groups
• Connected Customers:
– Freedom to explore alternative therapies and providers
– Ever more individualized knowledge of health record and risk
– Given perfect knowledge, what is “insurance”?
• Health Services differentiate with:
– Superior preventive and lifestyle counseling and assistance
– Pricing options reflecting broad range of customer preference
– Leading-edge adoption of informatics technologies reducing non-value-adding costs
Health Care: Graying Societies in ACA (“Obamacare”) Era
17. In an announcement on Thursday, Salesforce and Philips,
the Dutch electronics maker, are jointly announcing what
they call an “open cloud-based, health care platform.”
The foray into health care is a significant step by
Salesforce into a specific industry, as opposed to
supplying offerings that span industries, like customer
relationship management software as a service…
There have been other high-profile cloud entries in health
care, notably Google Health, a personal health records
initiative, which opened in 2008 and was shut in 2011. But
Salesforce is an enterprise cloud company and it is
taking a very different approach. Its initial move, with
Philips, is to focus on a specific target in health care —
using technology to manage chronic ailments.”
Breaking News
20. What is an “application” anyway?
• Old “applications”:
– Data captured as by-product of business activity
– Function driven by familiar business tasks
– User experience an afterthought
– Built by programmers; judged on cost & efficiency
• New “apps”:
– Data captured through algorithms of discovery
– Function driven by customer delight
– User experience a top priority
– Apps built by front-line business units; judged on ROI
21. What Should Be in Your App?
• White Pages world
– Prospect looks up your company
• Yellow Pages world
– Prospect reads the ads in your category
• Connected Customers world:
– Prospect Googles for help with the problem
• If you don’t come up on first page, you don’t exist
• If network doesn’t validate you, you don’t get called
– Prospect searches the App Store
• Your app needs to solve problems…
…not just sell products
• Don’t let them forget you between transactions
22. “A study commissioned by salesforce.com
suggests that 60% of British employees now
use apps on mobile devices for work-related
activity and nearly a quarter (21%) use
dedicated department-specific business
apps… Enterprise apps boost worker
productivity by more than 34%.”
Apps Aren’t Just for Customers
23. •Let legacy IT incumbents relocate the
past century’s silos to the past decade’s
server farms. The salesforce.com community is
already re-inventing business processes…
24. • Legacy Platform (wherever it sits):
– Application development suite defined by a legacy IT vendor
– Specific languages, libraries, operating systems and software stacks
– Chosen by technologists; consumed by developers and sysadmins
• Connection Platform (intrinsically cloud):
– Marketplace of services, interacting via non-proprietary protocols
– Mandate to add value to in-place investments while enabling innovation
– Adopted by business units as side effect of getting stuff done
– Consumed by “power users” and line-of-business experts
• Opportunities for Action
– Look for a spreadsheet/database/document with email wrapped around it:
that’s a Force.com application begging you to write it
– Ask how many representations you have for each customer: why not get that down to one?
Redefining “Platform”: Customers Will Decide
25. Why Settle for MigratingYesterday’s Disappointments?
Multiple Independent Studies Agree: Force.com is a 5× Faster Path from Idea to App
Idea Build App with
modern frameworks
Idea
buy &
setup
hardware
install
complex
software
define user
access
build & test
security
make it
mobile &
social
setup
reporting &
analytics
build
app
Legacy Platforms (wherever they are)
App
6-12 Months?
Connected
Mobile Apps
26. Latest IDC Study: Build Apps 70% Faster with Salesforce1 Platform
February 2014
Platform
75%Lower
infrastructure
costs
80%More apps launched
per year
Faster time
to market
70%
ROI
520%
7 Customers analyzed across 5 different industries
31 custom apps built (average)
2,700 internal employee users representing 89% of employee base (average)
100K external customer & partner users(average)
IDC White Paper, sponsored by Salesforce.com, Salesforce1 Platform: Accelerate App Dev with Huge ROI, Doc #246505, Feb 2014.
27. Details Intentionally Redacted (Besides, They’re in French)
• With over 30 countries to consider, the team knew that speed, repeatability and
flexibility would be key to their success. As a large customer of AWS, the company
also know that IaaS alone wouldn’t solve their problems: it simply takes too
long to set up all the AWS “plumbing” required for such an expansive project.
• What the customer needed was a platform that would enable them to build highly
customized, highly immersive sites, leveraging the technologies they know and would
need to use in order for the sites to launch successfully. The first is already live.
• This is just the beginning; the company has already started development for the
remaining 29 sites…slated to go live on Heroku next year, along with several
additional countries in the pipeline.
28. Salesforce1 Platform: The Leverage of Openness
We’ve always enabled options
• Runlocal code and integrate
• RunJava or LAMP onAWS
• Treatus as an adjunct tool for
» Integration of multi-vendor IT
» Access to handheld devices
• Wecome as liberators
Openness is a commitment
• Agile deployment forRuby, Python, PHP, Java,
Node.js, Clojure, Scala and Play
• Getup & running in minutes; deploy instantly with git
• Neveragain thinkaboutservers, instances,VMs…
…because PaaS leverage is essential
29. Not Another Turn of the Crank. Readiness to Scale.
“The city’s investment can go
further than just merely paying for
a new system. It’ll be able to take
advantage of other apps that work
on the Salesforce platform.”
30. Trusted. Results. Today.
LegacyIT approach “was overloading the
project with software, overcomplicating the
site with CPU and memory taxing
applications. Servers were constantly
needing to be restarted…Any replacement
for the current software will need to be
vastly more simple.”
"Salesforcehas been an incredible tool for
us... We purchased on June 1st, and within
8 hours we actually had published an iPad
application... In about a month, we have
something we can use as a platform that
canevolve with us... rapidly deployable,
works on different devices, highly
configurable..."
31. Less Stagnation. More Innovation.
Eurostar has rolled out Salesforce CRM to improve customer service for
passengers, replacing a number of applications…The high speed rail service
previously relied on up to 13 applications for call centre staff to deal with customer
complaints, during and after a call.
One of the main drivers…wasthe upgradecycle for the software, which
could have resulted in customised features of the software being lost.
“There were no guarantees that the customisations would live through the
upgrade.”
Another is the ability to make changes to the system once it is live. “With
Salesforce, fromthe idea until it was done, took less than two days. There is
no wayyou can do that with other systems, because they are not designed to
do that – Salesforce is a cloud system and it is able to be extended.”
By Matthew Finnegan | Computerworld UK |
Published 10:29, 27 May 14
32. • Let legacy IT incumbents relocate the past century’s silos to the
past decade’s server farms. The salesforce.com community is
already re-inventing business processes around the
informed and elevated expectations of
cloud-native collaborative customers and
their connected things.
33. Who will take the lead on an
Internet of Customers?
• Companies who connect to
machines?
• Or teams and communities who
relate to people?
• The winners will be those who
see the stories in the data
34. looks at salesforce.com – and sees more than CRM
“We asked whether a company had made strides in the past year that will define its field.”
35. “While many other companies on this list
are building ways for connected devices to
impact industrial and commercial
operations, salesforce.comsays that the
IoT presents a new opportunityfor
marketers to glean deeper insights into
their prospects and customers.
Connecteddevices allow chief marketing
officers (CMOs)to learn how their products
are being evaluated and used, what stage
of the process the prospects are in and
potentially what factors influence buying
behaviour. Salesforce.comsays IoT is not
just about connected machines;it’s
about connected products and
marketing, too.”
36. SAN FRANCISCO – June 10, 2014
Salesforce.com (NYSE: CRM), the world’s #1 CRM
platform, today launched Salesforce Wear, the
industry's first initiative for wearable computing in the
enterprise. The company also launched the new
Salesforce Wear Developer Pack, empowering
developers to kick-start their ability to connect
companies with their customers through apps for
wearables in entirely new ways. In addition, ARM,
Fitbit, Google Glass, Pebble, Philips, Samsung
and others have joined the Salesforce Wear initiative
to accelerate adoption of wearables in the enterprise.
A Month Ago, This Was News
40. hubaisms.com/2013/08/08/data-scientist-big-data/
• “People making calls or sending text messages originating at the
Kericho tower were making 16 times more trips away from the area
than the regional average. What’s more, they were three times more
likely to visit a region northeast of Lake Victoria that records from the
health ministry identified as a malaria hot spot. The tower’s signal
radius thus covered a significant waypoint for transmission.”
• “This is the future of epidemiology. If we are to eradicate malaria,
this is how we will do it.”
– Caroline Buckee
Value from Mobile Apps and Wearable Devices
Poses Challenges of Science – Wrapped in Compliance
42. Connection’s Concerns are Real
• “Alot of the web services allow
unauthenticated or unencrypted
communication between the devices, so
we’re able to alter the info that gets fed into
the medical record … so you would get
misdiagnosis or get prescriptions wrong.”
• “The physician is taught to rely on the
information in the medical records … [but]
we could alter the data that was feeding
from these systems, due to the
vulnerabilities we found.”
43. Trust: Without Which Nothing Else Matters
If you think people are touchy
about their money, wait ’til you
know where they were parked
and who else was in the car,
with what kind of music playing
on the radio.
It’s essential to reduce
complexity and to narrow the
scope of privileges – rather
than compounding complexity
and enabling more superusers.
44. • Password security policies
• Rich Sharing Rules
• User Profiles
• SSO/2-factor solutions
Bottom-Up Design to be “Shared and Secure”
Login… Authenticate…
Apply Data
Security Rules… View Filtered Content
46. • Shared spreadsheets and documents
– Problem to be solved is already acknowledged
– Business logic is already written
– Force.com app replaces an email thread with a real workflow
– Plus mobile capability
– Plus structured collaboration
– Plus superior governance, auditability and integration
• Desktop databases
– Data dictionary is already established
– Force.com app adds improved user experience, mobile access and automatic backup
• Line-of-business users have wish lists
– Problems they’ve had so long, they’ve gotten numb to the pain
– “Hero points” for IT: empower the citizen developer, start solving new things every week
Where Do You Find the Force.com “Apps in Waiting”?
47. We Need to Create New Value
• In 2010
• 58% of surveyed U.S. consumers said
they’d pay a higher price if they had a
strong expectation of superior service.
• On average, 9% premium would be OK.
• In 2012, 66% willing to pay +13%...
…and 75% said they’d already
spent more with a companyin response to
superior service, up from 57% in 2010.
•Connected products can elevate service, from damage control
to proactive customer care
48. Do Not Think of ‘Clouds’as Products
• Sales Cloud, Service Cloud and Marketing Cloud are not merely cloud-
based replacements for on-premise products
• Each of them is a “serving suggestion” of a portfolio of services; whatever
you want to change, add, or integrate is at your option
• Virtualization of old technology extends the time that you think in terms of
that technology: virtual servers keep you thinking in terms of servers
• We are discovering sound:
→You can study vibrating molecules for years
→You won’t anticipate what happens when they bump into each other
→You totally won’t imagine music
49. Do Not Design for Incremental Improvement
• Scott McNealy: “I don’t want to carry a battery, keyboard, display,
storage device, and radio transmitter when I just want to check my mail.”
• Where we’re going: all we actually carry is proof of our identity…
…and the environment knows what we’ll want to know – and do
• Architect your solutions for…
Universal, high-speed connectivity
Ubiquitous processing power
Unlimited, intelligently indexed storage
…then adjust to limits of present technology
• The zeros and infinities will never be reached…but you won’t need to rip
up your design and start from scratch every three years
50.
51. • What got us to where we are…
• …won’t take us where we’re going
52. “What will be the scarcest, and hence the
most valuable, resource in ‘the second
machine age’? It will be neither ordinary
labor nor ordinary capital but people who
cancreate new ideas and innovations.”
www.foreignaffairs.com/articles/141531/erik-brynjolfsson-
andrew-mcafee-and-michael-spence/new-world-order
53. The Challenge Isn’t News. The Answers Are.
• “No U.S. pick-and-shovel laborer can compete with the
work of a steam shovel. The modern industrial revolution is
similarly bound to devalue the brain, in its simpler and more routine decisions.”
• “Taking the second revolution as accomplished, the average human being of mediocre
attainments or less has nothing to sell…worth anyone's money to buy.”
–Norbert Wiener, 1948
• Welive and work longer; knowledge lifetime is shorter
• Communication costs less; ignorance costs more
• Jobs need more knowledge; employability takes more time
• Our shared mission: to enable tomorrow’s attainments
54. Peter Coffee
VP for Strategic Research
salesforce.com inc.
pcoffee@salesforce.com
@petercoffee
in/petercoffee
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