Innovation Presentation To PTC Boston

The Innovation
Imperative in the
Age of the
Customer
Peter Doolan
EVP, Digital Transformation & Innovation
@peterdoolan
pdoolan@salesforce.com
© 2016 Salesforce. All rights reserved.

Forward-Looking Statements
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A Journey Through History
Gaius Plinius Secundus

Tiberius Julius Caesar

Aluminium

Napoleon III
Elected President in France's first ever popular vote in 1848

Aluminum Cap of the Washington Monument
November 1884, Tiffany's displayed the
polished aluminum pyramid for the benefit of
"thousands of New Yorkers who delighted in
being able to later say ‘I stepped over the top
of the Washington Monument’

The Aluminium “Twins”
In 1886, two young 23-year old inventors
simultaneously and independently filed
their patents for the production of
aluminium: the French Paul Héroult and
the American Charles Martin Hall
First American institution of higher learning to
regularly admit female and black students
Julia Hall© 2016 Salesforce. All rights reserved.

Aluminium & Innovation
• 1892 Alfred Nobel's sloop Mignon, first aluminium craft

• 1893 UK Eros Sculpture at Piccadilly Circus in London

• 1895 USA Defender, first boat made from aluminium, wins
the America’s Cup

the America’s Cup
• 1898 Italy Aluminium dome of San Gioacchino church in
Roma

the America’s Cup
• 1898 Italy Aluminium dome of San Gioacchino church in
Roma
• 1899 France 100 km/h record by La Jamais Contente, an
electric car with an aluminium body

Innovation is a resource-liberating
mechanism. It can make the once
scarce the now abundant.

Let’s go invent tomorrow
instead of worrying about
what happened yesterday.
– Steve Jobs

Every morning in Africa, a gazelle wakes up.
The gazelle knows that it needs to run faster than the cheetah or….it will be eaten.
Every morning in Africa, a cheetah wakes up.
The cheetah knows that it must run faster than the slowest gazelle, or it will
die of hunger...

S&P 500 in 1957
(first year of 500 companies)

in 2016
76 Companies Remaining: 15%
S&P 500
Source: S&P500 Analysis

Your company
of customer data
has been analyzed1< %
77%
of customers are not
engaged with companies
The Customer Gap
Your customers
IoT
Data
Science
Social
Mobile
Cloud

Organizations need to SMASH internal barriers
to remove information and knowledge friction and make experiences seamless
703-
623-
8258

The world OUTSIDE
work has changed . . .
The world INSIDE
work hasn’t . . .
Cloud
Mobile
Social
Data Science
What’s going wrong here?

Customer
Centric
Company
Centric

Nothing is invented and perfected at the same time

Know Your Customer and Connect in a Whole New Way
Connected
Apps &
Content
Retail History
Purchases
Lifestyle
Family
Social Media
Connections

“The most diﬃcult thing is
the decision to act,  
the rest is merely tenacity.”
AMELIA EARHART

Insurance customers would consider
purchasing insurance from organizations
other than insurers.
67%73%Millenials who would be excited about a new
financial services from these companies than
from traditional financial services firms.

Where are you?

Drop in premiumsin 15 years due to
driverlesscars.
- Celent
60%
GM strikes $1bn
deal in driverless
car race
March 11th
Cruise purchase the latest in series of moves
to head off Silicon Valley competition
Tesla targets mass
market with new
Model 3
April 1st
Flood of interest for the $35,000 electric car
though delivery still over a year away

Approved by the
FAA to test drones.

SERVICEENGAGE SELL
Customer
Data
4
1
3
2
5
6 7
8
9
1
0
1
1
5
7 10 11
Customer
Data
Customer
Data
Customer
Data

IoT
Data
Science
Social
Mobile
Cloud
LAN/WAN
Client
Server
SNA
Mainframe
Terminal
The Age of the Customer
Everything and everyone
is connected
MillionsThousands Billions
of connected things of customer interactions
Trillions

Connect With Your Customers in a Whole New Way
Connected
Employees
Connected
Communities
Connected
Apps & Products
Connected
Partners
Connected
Customer
faster
resolution
time
+
66%

Connect With Your Customers in a Whole New Way

Run Your Business From Your Phone
6B+smartphones
by 2020

Build 1-to-1 Customer Journeys
Connected products
by 2020
75B
24°

Predictive
analytics
Machine
learning
Artificial
intelligence
Make Everyone and Every Thing Smarter
Get smarter about your customers
of world’s data created
in last 12 months
90%

Sales Service Marketing Apps Community Analytics
The Customer Success Platform
Connect To Your Customers In A Whole New Way

Your Customers Are More Connected Than Ever Before
Data from devices, apps, sensors and more should improve their experience

Introducing the IoT Cloud
Powered by Thunder
Connect with any device, activity, or data source
Manage billions of customer interactions
from any device and app
Gain a complete 360 view of your customers
Combine real-time IoT and CRM data for
a 360 view of your customers
Build 1 to 1 customer engagements at scale
Reach every customer through sales,
service, marketing with Salesforce
Powered by Thunder Real-time Trigger Action Intuitive UI 1 to 1 Connected to Salesforce

The Connected Customer
Connect via
Chat, Social,
Mail
Engage anywhere
via Apps
Encourage
Browsing
Support
Interests
Create location-
aware offers
Suggest
Purchases
Every Interaction is a Chance to Engage With Your Customers
New sources of information offer new opportunities

Your Products are Disconnected From Your Business Systems
Buying habits
preferences
contact preferences
location
Store visits
app interactions
usage stats
Your Company Your Internet of Things

Combine customer history data with real-time events from devices, sensors, apps, and more
Get a Complete View of Your Customers with IoT Cloud
Data from
Salesforce
Data from
Internet of Things
Website
Data
Social Posts
Location
Data
App Data
Device Data
Ecommerc
e Data
Sales History
Service
History
Marketin
g History
Community
Engagement
History
IQ and
Predictions
Custom App
History Customer
Profile© 2016 Salesforce. All rights reserved.

IoT Requires Handling Two Classes of Data
Combining real-time data with context to create 1 to 1 journeys
Streaming, real-time data
• Changes frequently, “fast”
• Login activity, temperature,
flow
Contextual data
• Changes infrequently, “slow”
• Name, Address, Marital status
1 to 1 Journeys
Forecast:
Thunder
Location: Seattle, WA
Loyalty: Platinum
Destination: Seattle, WA

What is a 1 to 1 Journey?
Service
Automation
Adverse Weather
Trigger
In-flight
Custom
Preferences
Flight re-booked
before touch
down

The IoT Journey

How Does the IoT Cloud Work?
3RD Party Systems
Listen to the world
at IoT scale
1 to 1 proactive
engagement
through Salesforce
Trigger actions with
real-time journeys
IoT Device Data Context and Customer
Profile Store

IoT Cloud Connects Devices to Systems of Engagement
Sales
Deliver personalized buying
preferences and Automate reorders Sales Cloud
Service
Automatic case creation from
error messages or usage history Service Cloud
Marketing
Device engagement launches
marketing journeys and emails Marketing Cloud
Custom Processes
Custom App or device interaction
triggers custom workflow App Cloud

Take A Customer Journey
Awareness
- Social Ad integration.
- Social monitoring.
Lead Generation
- Landing page optimization.
Research
- Welcome scenario.
- Lead nurturing
scenario.
Onboarding
Call-center, Sales
rep cooperation.
Engagement
Update progress report
through cross channel.
ex. APP, SMS
Engagement
Personalized email.
Personalized content.
Advocate
Share experience using
social media.
Questionnaire.
Brand Awareness
Estimate/Evaluate
Consultation/Contract
Deal with
accident/Payment
Share Experience
Retention
Engagement
Announcementnew
service of product.
Renewal
Cross-Selling

=+Culture Innovation Engagement

Intentionally Create A Culture of Innovation
I don’t care if it’s my idea, an employee’s
idea, a competitor’s idea, a partner’s idea
or some other associate’s idea.
My job is to build a culture of innovation.
That’s something that we try to enforce.
We encourage it. We value it. We notice
it. We compensate for it. We require it.
“
”
MarcBenioff, 2013 INSEAD interview: http://knowledge.insead.edu/innovation/entrepreneurship/the-worlds-most-innovative-companies-2013-2596#AJOZjkdpHv53vxGC.99

Marc Benioff’s Vision
My vision was to make software
easier to purchase, simpler to
use, and more democratic
without the complexities of
installation, maintenance, and
constant upgrades.
“
”

Our deeply engaged employees are at the heart of our
success
SOURCE: Gallup “State of the Global Workforce”
“Engaged employees feel a sense of passion for their work, a deep connection
to their employer, and spend their days driving innovation and moving their company
forward.”

New Philanthropic Model
1-1-1 Model
1.3M+ Service
hours1% Time
$115M+ Grants1% Equity
28K+ Nonprofit
organizations
1% Product
pledge1percent.org
$250M
Donated
product
500+ Companies
Pledge 1%

Epidemic of Disengagement
Gallup’s “State of the Global Workplace” Study
SOURCE: Gallup “State of the Global Workforce”
230K
employees
in 142
countries
ENGAGED
= Innovating13%
DISENGAGED
= Sleepwalking63%
ACTIVELY DISENGAGED
= Sabotaging24%

The Naked Organization
Era of heightened corporate transparency
61%
of US jobseekers
now visit Glassdoor
during their
job search 30M
Unique
monthly users
on Glassdoor
Restaurants
Hotels
Jobs

The War for Talent
Greater workforce mobility + skills shortages

Aloha Culture

recommend
Salesforce to others
88%
Salesforce Customers are Our Strongest Advocates
will continue to use
Salesforce in the future
93%

…and Our Best Critics: Their Voice Drives our Innovation

How Ignite Tackles Barriers to Innovation
1. Align with
leadership priorities
to ensure a mandate
for change
3. Understand user-
needs and use them
to co-create a vision
that motivates the
organization
2. Challenge
organizational
orthodoxies that limit
what’s believed to be
possible
4. Rapidly deliver
working prototypes
and iterate from
there

or·tho·doxy
noun ˈȯr-thə-ˌdäk-sē
1. A deeply-held, and commonly-
accepted, custom, convention or belief

We create a
vision for
transformation
through an agile
and iterative
“design thinking”
process with
input and ideas
from your team.
Start with current vision and
assets
Add perspective of stakeholder
personas and their pain points
and needs
Incorporate inspiration from
other industries
Co-create a revised vision and
roadmap for cross-
organizational alignment

Design thinking applies
innovation strategies based
on human insight BUSINESS
TECHNICAL
HUMAN
What is
Desirable?
What is
Viable?
What is
Feasible?

Challenge internal
orthodoxies and
inspire a cross-
functional team to
co-create new
solutions
Bring the future
vision to life,
supported by a
case for change
and roadmap
Identify unmet
stakeholder needs
and align leaders
around a vision for
change
DODAREDISCOVER
Our Methodology

Customized vision
work session
experience
Co-created concepts
Cross-functional
alignment
Vision Story
Demo / Prototypes
Business Case
Roadmap
Employee and client
experience insight
based personas
Critical pain points
and moments of
engagement
DODAREDISCOVER
Outcomes

Transformation is a team sport!
Account team:
Provide context, extend relationships
Vision lead and co-lead:
Frame new transformation, Facilitate change
Solution Engineering:
Define the solution; Demonstrate the “how-to”
Business Value Services:
Define the path to value
Customer Executive Sponsor:
Lead and drive the vision
Customer Engagement Director:
Facilitates the program and follow-on actions
Key Executive Stakeholders:
Contributes and embraces adoption of change
Third Party Experts:
Integration Partners, Thought Leaders
&

The future can’t be
designed in Excel.”
- Escko Aho, Head of CSR, Nokia
“

Become a Customer Company

thank y u

Innovation Presentation To PTC Boston

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