business transformation: how to stay ahead of the game in the digital age

Derek LaneyHead of Product Marketing

Business Transformation: How to Stay Ahead of the Game in the Digital Age

@derektweets

dlaney@salesforce.com

app

soda machine

watch

phone

sensor

machine

thermostat

lightbulb

Behind every

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 PRODUCTSUM OF

AMOUNT

Midwest

Midwest

Midwest

Midwest

Energy consumption

Total annual consumptionEnergy Resources Time

Resourcesused

65%

Data allocated (GB)26 57 78 51 76 26 50 58

is a customer

The Internet of Customers

IoT

DataScience

Social

Mobile

Cloud

and

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

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

Data Science: Major Shift in Technology

Machine LearningUnlimited Computing PowerUbiquitous Data

Data Science: Turns Devices into Experience

How Artificial Intelligence Will Make Technology Disappear (Rand Hindi, June 2015)

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…

Somak RoySenior Analyst

@somak_roysoroy@forrester.com

© 2015 Forrester Research, Inc. Reproduction Prohibited

The Business Application of the Futureeffective, agile, adaptive…beautiful

Five Pillars Of Future Business Applications

© 2015 Forrester Research, Inc. Reproduction Prohibited

The Cloud has Gone Beyond CRM, HCM, and Collaboration

© 2015 Forrester Research, Inc. Reproduction Prohibited

Saas’ Conquest Of The Back Office Has Begun

N=2000+© 2015 Forrester Research, Inc. Reproduction Prohibited

The Conquest Has Reached Indian Shores

N=184

Close to 50% plan to implement SaaS for industry-specific processes

Over 50% plan to implement SaaS for BI/analytics

© 2015 Forrester Research, Inc. Reproduction Prohibited

Expect The Cloud In Many Forms

© 2015 Forrester Research, Inc. Reproduction Prohibited

Functional and Beautiful Softwarenot merely transactional… engaging too

© 2015 Forrester Research, Inc. Reproduction Prohibited

User Training Is Dead, Long Live User Experience

© 2015 Forrester Research, Inc. Reproduction Prohibited

UX Increasingly Has Direct ROI

© 2015 Forrester Research, Inc. Reproduction Prohibited

Flexibility Will Be Built-In

© 2015 Forrester Research, Inc. Reproduction Prohibited

› Non-technical configurability › Extend and customize the application natively

Built-in PaaS › Built-in process modeling › Built-in rules management

Configurability, and Built-in PaaS

© 2015 Forrester Research, Inc. Reproduction Prohibited

Embedded Analyticsintelligence at the point of work

Embedded Analytics Rapidly Becoming an Expectation

› Supplier, employee, and customer analytics broader context behind every record & transaction

› Personalization to enhance productivity › IOT affords additional contextual data, and

therefore greater personalization

Integration be more pre-built, less onerous

Subtitle text

› The integration specialists will do the heavy lifting › Greater focus on the pre-built, less on the custom › The SaaS majors are working on ensuring different

clouds play well together

The Integration Task will Devolve to an Ecosystem

› The business application as much about enabling better operational decisions as record keeping and transactions

› The business application will increasingly be people-centric, not just data-centric

› The application of the future will stem the tendency to do the actual work outside of the software

Closing Thoughts

Derek LaneyHead of Product Marketing

@derektweetsdlaney@salesforce.com

c.

Customer Experience is The New Battlefield

36%2011

Companies expecting to compete mostly on the basis of customer experience.

89%2016

IoTIoT

Thinking Like a Designer Not being a Designer

Empathy - L’Oreal

CHOOSE A PARTNERPair up with someone near you One of the pair raise their hand

If you raised your hand CLOSE YOUR EYES NOWWe don’t want you to see the next slide !

How did you do ?Questions are the new answers..

Questioning - Mattel

Back in Your PairsCome up with as many ideas as possible

Come up with a new way to exerciseCome up with as many ideas as possible

Come up with a new way to exercise IN A CARCome up with as many ideas as possible

Come up with a new way to exercise using only a car headrest..in your original pairs come up with AS MANY IDEAS as possible

Which question generated the most ideas ?Questions we ask reflect the answers we get

1

2

3

Who can help ?

Deepak PargaonkarDirector Solution Engineering, Indiadpargaonkar@salesforce.com

Disruption pyramid

source: geoffrey moore - diagnosing disruption

Business Model

Operating Model

Infrastructure Model

Business  Value  Delivery  Focus  on  Disrup-ng  inefficient  Markets

Business  Opera1ons  Focus  on  People  Produc-vity

Technical  Opera1ons  Focus  on  System  Performance

The steps your customers go through when engaging with your companyCustomer journey

Friction:

“Interactions that inhibit people from intuitively and painlessly achieving their goals”

WWW

Our Goal:

“Redesign the customer journey, reduce friction, provide delight and make customers love interacting with us”

Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket

Film

Re-imagined customer journey

ShareOnboardAcquire Engage Try & Buy

Push notification

Real time try & buy

Content updateInstall

Discover Collaborate Re-imagine

Methodology for collaborative re-invention

CollaborateDiscover Re-imagine

•organisational collaboration

•cultural alignment

•action not discussion

• friction & pain point focus

Discover Collaborate Re-imagine

Example Persona

Discover Collaborate Re-imagine

Discover Collaborate Re-imagine

WorkshopSubtitle text

Discover Collaborate Re-imagine

Orthodoxy Busters

Discover Collaborate Re-imagine

15#

#3 INSPIRATIONS Inspiration

Discover Collaborate Re-imagine

Discover Collaborate Re-imagine

“We build in order to think” - IDEO

Get Ready for a New Kind of Customer Success

IoTIoT

We want to help imagine your future

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