dreamforce debrief - next generation cloud adoption

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[email protected] Utrecht - 29 September 2011 Next-Generation Cloud Adoption

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Page 1: Dreamforce Debrief - Next generation cloud adoption

[email protected]

Utrecht - 29 September 2011

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

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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

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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!

Insert "Title, Author, Date"

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……….