advantage tour - business transformation, sydney

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: 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…

Data Science: Turns Devices into Experience

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

Customer Experience is The New Battlefield

36%2011

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

89%2016

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”  

Mobile: Platforms are Evolving

blog.xamarin.com/expand-­‐your-­‐apps-­‐reach-­‐with-­‐googles-­‐app-­‐invites/dzone.com/articles/android-­‐60-­‐marshmallow-­‐and-­‐ios-­‐9

Mattel Imagines the Future of Play

“Do what you do so well that they will want to see it again and bring their friends.”

Walt Disney

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 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

Rowena WesphalenAnalytics Cloud Lead, APAC

@rowenawestrwestphalen@salesforce.com

c.

IoTIoT

Thinking Like a Designer Not being a Designer

Future Nature – Evolution will not be televised

The Chau Chak Wing at UTS

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 ?

Rob CheyneDirector, Strategic Innovation ANZrcheyne@salesforce.com

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

The steps your customers go through in 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, make customers love interacting with us”

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

Workshop OutputSubtitle text

Discover Collaborate Re-imagine

pain points

solution building blocks

orthodoxy busters

Discover Collaborate Re-imagine

Customer Journey

ShareOnboardAcquire Engage Try & Buy

Push notification

Real time try & buy

Content updateInstall

Beauty Advisor ReimaginedMakeup Genius is a Beauty Advisor in Your Pocket

Film

Customer Journey

ShareOnboardAcquire Engage Try & Buy

Push notification

Real time try & buy

Content updateInstall

Get Ready for a New Kind of Customer Success

IoTIoT

We want to help imagine your future

Talk with your account teams

Join our Success Communities

Talk to experts in the Product Area

thank y u