Business transformation in the digital age

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