dreamforce debrief - next generation cloud adoption
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What’s it all about
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2 © 2011 Capgemini. All rights reserved.
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GENERATION
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GENERATION
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5 © 2011 Capgemini. All rights reserved.
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Capgemini Cloud Evolution
2005 - 2009
• First SI to create a
dedicated SaaS
Team
• Major wins with
TMG, British Gas &
Mitie
• Offshore dev centre
opened
2009 - 2010
• Merlin IAAS data
centre opens –
worlds greenest data
centre
• First central Gov
implementation of
SFDC
• RMG Win
• Immediate
Proposition launched
2011 - Future
• Leaders in social
media and Social
CRM
• UK Luxury Brand Win
• Gold Sponsors @
Dreamforce
• Significant Cloud /
SaaS engagement
• Immediate Centre Of
Excellence
Copyright © 2011 Capgemini Consulting. All rights reserved.
2 billion internet users globally
61% of internet users go online every day compared with 54% of TV
viewers, 36% of radio listeners and 32% of newspaper readers
44% of the 800 million Facebook users
access the site with their mobile devices
55-65 year old women are the fastest growing
segment of Facebook users
100 billion
searches each month on
Smartphone shipments
will surpass those of PCs by the end of the year
77% of Fortune Global 100
companies have Twitter accounts in 2011, compared with 65% in 2010
5 billion mobile phone users
globally
52% of TVs shipped will be web enabled
by 2014
30% of Virgin America passengers partake in in-flight connectivity
Copyright © 2011 Capgemini Consulting. All rights reserved.
3 billion videos watched each day
on YouTube
125 pictures added to Flickr every second
Over 90% of Chinese consumers between the ages of 18 and 54 purchase products online
80% of US consumers rely on their social networks when searching
for products to buy
34% of bloggers post opinions about brands
and products
57% of executives plan to increase spending on social
media marketing in 2011
$680 billion expected global e-commerce revenues in 2011 (+19% yoy)
30% higher spend
by multi-channel consumers than mono-channel consumers Amazon
now selling more electronic books through Kindle than printed books
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The digital world is changing....again!
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9 © 2011 Capgemini. All rights reserved.
Digital Adoption Digital Evolution Digital Transformation
Time
“We ‘moved’ things online and replicated business through the browser”
“Businesses evolved allowing them to get closer to the customer and streamline their operations”
“Disruptive technologies are transforming the role and expectations of the customer”
Organization Customer Customer Experience Organization Customer
Customer
Organization
Customer Experience
Customer
Customer Experience
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New challenges in managing customer experience, social media and multi-channels
Business Challenges
Remain competitive
Protect brand
Sustain growth
Optimize service costs
Improve profitability
How to optimize the
digital customer
experience?
How to leverage
social media?
How to manage multiple
channels?
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Enable digital transformation in response to new world challenges
Digital Landscape
Social Media
New Behaviors
Self Service Customer as Agents
Immediacy
Multiple Touchpoints Smartphone
SMS Mobile website
MMS
Two-way communication Point of sale customization
Your Customers
Are Your Agents Brand
Shift of Control
Crowd sourcing
New customers New Channels
New Customer Insights and Strategy Multi-Channel Management:
Integrated Marketing, Sales and Service:
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Insight Sorting the wheat from the chaff
A structured end-to-end methodology underpins our MSS framework to deliver digital transformation
Influence Reinforcing presence in the ‘crowd’
Action Realizing the benefits
Analysis Making customer centric informed decisions
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• Customers’ Business Challenges
• … in today’s context ...
• … combined with Capgemini’s Vision
• Which leads us to our Solution: Capgemini Immediate …
• … with Salesforce technology in the core …
• … resulting in massive Business Benefits
So………….
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• Align marketing, sales and services processes to prevent working in silos and to
effectively enhance lead generation
• Adapt flexible IT systems to meet dynamic marketing requirements and to become
able to ‘close the loop’ between marketing, sales and services
• Move from „push‟ marketing to „always-on‟ dialogue. Understand customers’ digital
body language, in order to be able to target them effectively
• Gain a 360 degree customer view of all customer activity, to enable relevant up-
sell/cross-sell opportunities and gain leadership in customer satisfaction
• Redesign the digital operations office for speed, flexibility and collaboration
Business Challenges
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… in today’s context ...
8 out of 10 customers are not reached
No analytics? That’s nearly a 90% opportunity loss
59% of efforts are wasted
Limited view Customer Ineffective campaigns No integrated customer data
Social Media Mobile Emerging Countries
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… combined with Capgemini’s Vision …
New Social Customer Organizational Change Flexible IT eco-system
Leaders find new strategies Leaders integrate processes Leaders rent services
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• Online Business Services Orchestration Platform
• On-demand – managed – service
• Flexible Partner Eco System, aimed at
Continuous Innovation
• Digital Competence Center
Which leads us to our Solution: Capgemini Immediate …
InformationPool
an integrated digital
Marketing, Sales and
Services solution that provides
the ability to keep up with
business demands … using
the same online technologies
being adopted by consumers
“
”
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Orchestration & Integration services
Governance services
Security services
Front-End services
= domain ‘agnost’ & client-engagement ‘agnost’ = domain specific & client-engagement ‘agnost’
= domain specific & client-engagement specific
Enterprise Applications & Data
= client-engagement specific
Business
services
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Immediate: Plug & play ecosystem of cloud services
19
Orchestration & Integration services layer
Governance services layer Security services layer
Logging, Auditing & Reporting
Secure Communication
Authentication
Authorization
SOA Security
System Security
Infrastructure Security
Orchestration
Business Activity Monitoring
Business Process Management
Rules Management
Master Data Management
Workflow Management
Logging
Reliable Messaging
Auditing Case Management
Legacy Adapters Extraction, Transformation & Loading
Traffic Management
SOA grid
Personalisation & interaction services layer
Personalisation Targeting Social Media Cross platform
User Support
Service Operation
Business Service Management
IT Service Management
Financial Services
Configuration Management
Supplier Services
Service Transition
Continuity Management
Channel services layer
Search
Chat Call IVR Mail Web SMS Apps Doc TV
Customer services layer
Content Management
Analytics Data Warehousing eCommerce
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… resulting in massive Business Benefits
Online Business Services
Orchestration Platform
On Demand Service
Flexible Partner Eco-system Digital Competence Center
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IMMEDIATE & SALESFORCE = A MATCH
Mutually Aligned
• Salesforce provides the technology, Capgemini provides the transformation consulting expertise
• Large Enterprise sale
• Customer focused
• Social Enterprise
Immediate is a Board Room sale
• Capgemini’s Accelerated Solution Environments (ASE’s) gains Board room acceptance and delivers pragmatic plan to deliver business outcomes
• Supports Salesforce and Capgemini executive outreach program. Mutually beneficial
• Ultimately transformational projects but can start small supporting initial ACV sales
Capgemini as Prime
• Minimises risk for customer
• Immediate has in built upgradeability
• Large complex deals will raise the visibility of Salesforce
• Plans to extend Salesforce footprint in line with Salesforce product roadmap
IMMEDIATE & SALESFORCE = A MATCH
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So what’s it all about
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22 © 2011 Capgemini. All rights reserved.
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23 © 2011 Capgemini. All rights reserved.
A SOCIAL ENTERPRISE
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Immediate in plain English
http://www.youtube.com/watch?v=DGtK_9lbjws
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Next-Generation Cloud Adoption – We are getting social again……….