Trailblazers We Are All - Customer Success in the Fourth Industrial Revolution - RELAYTO
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We Are All
Trailblazers
Customer Success in the
Fourth Industrial Revolution
New Products, Highlights, and Innovations
from the London World Tour 2018
Richard Evans Sharon Ocansey
Sr. Architect, Upstream Sr. Salesforce Admin,
Global Operations, BP British Airways
CHAPTER 1 CHAPTER 2 CHAPTER 3 Introduction Every year, Trailblazers gather together at the London World Tour for a fun-filled day of career transformation, innovation, and connecting with fellow Trailblazers. At the World Tour, Salesforce shares the company’s vision for the future and announces key innovations to our Customer Success Platform. These innovations will empower you to move faster, work smarter, grow your career — and connect to your customers in a whole new way. This year, we also share how Salesforce is embracing the Fourth Industrial Revolution. Read on to get the highlights from the London World Tour keynote address. Let’s go, Trailblazer!
CHAPTER 1 CHAPTER 2 CHAPTER 3
Chapter 1 Chapter 2 Chapter 3
The Customer Success
We Are All Trailblazers Platform for the Fourth Trailblazers in Action
Industrial Revolution
CHAPTER 1 CHAPTER 2 CHAPTER 3
We Are All Trailblazers
Trailblazers are people like Gemma Emmett. "I'm creating a trail for my
Gemma is a mother, breast cancer survivor,
and lover of all things technology. Since 2008,
daughter. I'm showing her that
when she joined the Salesforce Ohana as an there are no boundaries around
administrator, Gemma has earned 16 certifications,
275+ Trailhead badges and worked her way up to
the type of job that she wants
her current role as a solution architect at Bluewolf. to do, the type of life that
By leveraging Trailhead and the Trailblazer
community, Gemma was able to transform she wants to lead."
her career and her entire life as a result. Gemma Emmett
Solution Architect, Bluewolf
Gemma is passionate about empowering
women — especially mothers like herself —
to learn from existing resources to grow their
careers. She founded the community group
Ladies Be Architects, which aims to build
confidence in women studying to be
Salesforce architects. She is also an active
Super Mum community member. Gemma’s
story of personal growth and empowerment
inspires us and so many others every day.
CHAPTER 1 CHAPTER 2 CHAPTER 3 Our Core Values Our core values are the guiding lights that drive what we do every day. Here’s what our values mean to us: TRUST We communicate transparently with our customers, do what it takes to keep customer data secure, and are completely committed to customer success. CUSTOMER SUCCESS We’re obsessed with helping our customers grow their relationships with their customers. INNOVATION We pursue ideas that could change our company, our country — and maybe even the world. EQUALITY We respect and value our employees, partners, customers, and community members from every background, and we thrive as a result. Our Success Model
CHAPTER 1 CHAPTER 2 CHAPTER 3
The Age of Equality
Equality is a core tenet of how we run our business. Each day we work to build a
path forward to equality for all. We are blazing new trails across five key areas:
PUBLIC EDUCATION GENDER EQUALITY LGBTQ EQUALITY DIVERSITY ENVIRONMENT
We believe technology We advocate for equal We stand for marriage We strive for a diverse We all deserve a healthy,
is a human right, and we pay and equal rights, equality and against and inclusive workplace clean environment,
contribute to support paving the way with discriminatory legislation. for all, bringing together so we’ve achieved net-
K-12 education. $6 million in salary diverse team members zero greenhouse gas
adjustments. and their allies. emissions and provide
a carbon-neutral cloud
for customers.
Meet ASTRiiD
ASTRiiD is a community that connects employers with professionals that have chronic, long term
illnesses and are looking for meaningful work. Founded by David Shutts, a veteran of the Royal Navy
who is battling advanced kidney cancer, ASTRiiD has created opportunities for hundreds of lives to
be transformed. By helping people find employment, ASTRiiD hopes to make people feel valued,
improve their confidence, and have a positive impact on their overall health and wellbeing.
CHAPTER 1 CHAPTER 2 CHAPTER 3
Helping Make the World a Better Place
2.6M+ Volunteer
Hours
$ 200M+ Grants
34K+ Nonprofits
& Education
We believe that together we can make great things happen. Thanks to our Ohana — the Hawaiian word for “family,” which
With our 1-1-1 model, we’re proud to have achieved millions includes our employees, customers, partners, and community
of volunteer hours, contributed over $200 million in grants, — the 1-1-1 model has become a movement. Over 5,000
and helped nonprofits and higher education institutions use companies have joined in and pledged their 1%, proving
Salesforce to manage operations through our pro bono program. that business can be the greatest platform for change.
Join Us: Pledge Now
CHAPTER 1 CHAPTER 2 CHAPTER 3
Doing Well and Doing Good, Together
The way that we do business is unique. Our core values, dedication to equality, 1-1-1
model, and focus on customer success have led us to where we are today. We couldn’t
10.4B
have done it without the millions of Trailblazers who have joined our journey to become
one of the fastest-growing enterprise software companies in the world. $
FY18 revenue
Salesforce. #1 in CRM Applications.
Our success is measured by your customers’ success and
$
8.4B
FY17
your wins. We thank you, our Trailblazers, for continuing
to grow your companies and careers with our technology,
and for driving success with us every single day.
$
6.7B
FY16
$
5.4B
FY15
4.1B
$
FY14
$
3.1B
FY13
$
2.3B
FY12
$
1.7B
FY11
Source: IDC Worldwide Semiannual
Software Tracker, April 2017
CHAPTER 1 CHAPTER 2 CHAPTER 3
24 Hours in the Life of Salesforce
How are we achieving all this growth? The secret sauce is powering B2B and B2C interactions and delivering
trust at scale. This year alone, 1.9 trillion transactions will take place on Salesforce. Think of a retail store during
the holiday season — it needs to quickly increase its online marketing tactics or scale up operations to support
large transaction volumes to respond to consumer demand. We power B2C at scale with over 1.5 billion emails
sent, and B2B at scale with over 5 million cases logged — all in one day.
888M 44M
commerce reports and
1B page views dashboards 41M
Einstein case
predictions interactions
260M 3M
social posts opportunities
created
2M
4M leads created
orders
1.5B 8M
emails sent
cases logged
Source: Salesforce, March 2018
CHAPTER 1 CHAPTER 2 CHAPTER 3
The Salesforce Economy
As the success of our customers and our Ohana grows,
we create lots of relationships. Those relationships build
more relationships, making us more than a technology
company. We’re our own relationship-making economy —
the Salesforce Economy.
Together with our customers and partners, we’re in the
early stages of a massive economic opportunity driven by
the cloud. By 2020, our UK ecosystem will create 330,000
jobs and drive $6.65 billion in GDP impact. Globally, we'll
create 3.3 million jobs, drive $859 billion in GDP impact,
and deliver $1.8 billion in social impact.
Adam Rutland Julie Torres
Vlocity Uy Ut ClassPass
2 of the Accel Partners
Top 10 $
1B+
jobs in 2017 1 in social impact 2
3.3M $
859B
New jobs by 2022 3 GDP impact by 2022 3
Source: 1. Burning Glass Report, “Salesforce Skills Demand,” August 2016. 2. Study by McPherson Strategies sponsored by Salesforce.org. 3. IDC White Paper sponsored
by Salesforce, “The Salesforce Economy Forecast: 3.3 Million New Jobs and $859 Billion New Business Revenue to Be Created from 2016 to 2022,” October 2017.CHAPTER 1 CHAPTER 2 CHAPTER 3
Chapter 1 Chapter 2 Chapter 3
The Customer Success
We Are All Trailblazers Platform for the Fourth Trailblazers in Action
Industrial RevolutionCHAPTER 1 CHAPTER 2 CHAPTER 3
The Fourth Industrial Revolution
In the late 1700s, steam became a new power source and helped usher in the First Industrial
Revolution. We kept moving forward, building on previous technology, going from electricity,
to computing, to what we’re experiencing now: artificial intelligence.
Today, we’re entering the Fourth Industrial Revolution, where artificial intelligence, robotics,
and the Internet of Things (IoT) are transforming the customer experience. You can already see
this change every day: shopping via voice command, autonomous cars, and smart devices that
keep you connected and always-on. In the Fourth Industrial Revolution, artificial intelligence
will help businesses connect to their customers in a whole new way.
4th Industrial Revolution
3rd Industrial Revolution Intelligence
2nd Industrial Revolution
Computing
1st Industrial Revolution Electricity
SteamCHAPTER 1 CHAPTER 2 CHAPTER 3 Every Customer Is Connected It's today's customers that are behind the Fourth Industrial Revolution. These customers are digitally savvy and empowered in their buying choices. They have access to smart technologies like fitness monitors and digital personal assistants that keep them connected and informed 24/7 — and they expect your business to be just as smart, always-on, and as connected as they are. In fact, 70% of B2B buyers want personalised experiences. Today's customers expect the same caliber of connected experience no matter what service or product they're purchasing. Source: "State of the Connected Customer," Salesforce Research, October 2016
CHAPTER 1 CHAPTER 2 CHAPTER 3 The Customer Crisis In fact, 89% of B2B buyers expect companies to understand their needs and expectations. But businesses are not meeting customer demands to deliver the seamless, connected experiences customers want in the Fourth Industrial Revolution. Companies are not making the right recommendations at the right times, losing out to competitors who can. The question for every company becomes: How will you adapt? How will you shift your strategy to meet your customers’ needs? Source: “State of the Connected Customer,” Salesforce Research, October 2016
CHAPTER 1 CHAPTER 2 CHAPTER 3 Trailblazers Drive Customer Success It will be Trailblazers who bridge that divide and drive customer success in the Fourth Industrial Revolution. Whether it’s delivering awesome user experiences, accelerating productivity, or improving their business acumen, Trailblazers propel the future of technology. Above all else, Trailblazers are customer innovators, technology disruptors, and global shapers.
CHAPTER 1 CHAPTER 2 CHAPTER 3
The Customer Success Platform for #1 B2C
& B2B
the Fourth Industrial Revolution Platform
COMMUNITY
As the #1 B2B and B2C platform, the
Customer Success Platform empowers
Trailblazers to drive success in the Fourth
Industrial Revolution by providing a single
SERVICE SALES
view of the customer. While we started our
journey with sales automation software in
1999, we now offer a breadth of tools for
full customer relationship management
across sales, service, marketing,
commerce, and more.
COMMERCE COLLABORATION
And today, we have the Salesforce
Platform, including Trailhead, Einstein,
Lightning, and more, enabling you to
create a smarter and more personalised
Salesforce experience. Let’s take a look
under the hood to find out what’s new
in the Customer Success Platform. MARKETING
Gemma Emmett
INDUSTRIES
Solution Architect, Bluewolf
TRAILHEAD EINSTEIN LIGHTNING INTEGRATION HEROKU ANALYTICS APPEXCHANGE
SALESFORCE PLATFORMCHAPTER 1 CHAPTER 2 CHAPTER 3 Introducing: Integration Cloud Connecting the world’s systems, customers and devices In addition to transforming the customer experience, the technology of the Fourth Industrial Revolution is impacting job, supply chains, and business models. In response, most businesses today are undergoing a digital transformation. At Salesforce, we believe that every transformation starts and ends with the customer. With Integration Cloud, you can connect every system, device, and customer to your applications — regardless of where the data resides. Integration Cloud empowers you to connect systems to drive intelligent, personalised customer experiences. Learn More
CHAPTER 1 CHAPTER 2 CHAPTER 3
Chapter 1 Chapter 2 Chapter 3
The Customer Success
We Are All Trailblazers Platform for the Fourth Trailblazers in Action
Industrial RevolutionCHAPTER 1 CHAPTER 2 CHAPTER 3
Ulster Bank is a Trailblazer
Ulster Bank provides a full range of banking
and insurance services to personal, business,
and commercial customers across the
Republic of Ireland and Northern Ireland.
Founded in 1863, Ulster Bank employs over
3,000 people and serves 1.9 million personal
and business customers.
For many financial institutions, servicing
existing customers is more cost-effective
than engaging with new prospects. But
understanding customer needs often
ends up as a guessing game. With
Salesforce, Ulster Bank is using
intelligence to drive decisions
across the business, resulting in
sharper sales strategies and rich
customer insight. Let’s look at how
Ulster Bank powers its business
with Salesforce.
Damien Judge Yvonne Kennedy
Head of Business Manager, Corporate Banking,
Commercial Excellence, Ulster Bank
Ulster BankCHAPTER 1 CHAPTER 2 CHAPTER 3
Trailhead Empowers All Trailblazers
Start your journey toward becoming a Trailblazer in Introducing myTrailhead NEW
the Salesforce Economy on Trailhead, our learning With myTrailhead, you’ll reinvent
platform. Learn the skills you need to excel in the Fourth corporate learning and enablement.
Industrial Revolution, earn skill-based credentials, and Personalise Trailhead for your
connect with your fellow Trailblazers. With over 50 business with your brand and
expert-led courses and over 285 self-paced challenges, content. Use Trail Checker, Trail Mixer,
you can take the trails at your own pace. Trail Maker, Tracker, and Profiles to
fully-customise learnings, goals, and
tracking for every employee.
Become a Trailblazer
Jim McCormick
Head of Commercial Excellence
and Strategic Analytics, Ulster BankCHAPTER 1 CHAPTER 2 CHAPTER 3
Einstein: Artificial Intelligence for the Salesforce Platform
Last year we introduced Salesforce Einstein, artificial intelligence for Meet myEinstein NEW
CRM. One year later, Einstein has made AI a reality for businesses, and is With myEinstein, businesses can give
powering the world's leading brands. As part of our mission to bring AI customers and employees the AI-
to everyone, we've empowered companies to build AI-powered apps. powered apps that they love. Einstein
Vision, Language, Prediction Builder,
More than 7,000 developers of all skill levels are already bringing Bots, and Einstein for AppExchange
Einstein’s computer vision and natural language processing capability enable Trailblazers to build apps that
to their CRM apps. Einstein is also generating more than 475 million gain valuable customer insights and
predictions across the platform each day. deliver meaningful, predictive
experiences to all customers.
Learn More About Einstein
Eddie Cullen
Head of Corporate Banking,
Ulster BankCHAPTER 1 CHAPTER 2 CHAPTER 3
Lightning Platform
The fast, easy, and fun way to build apps
The Lightning Platform is the industry's leading app development platform that makes building
apps fast, easy, and fun. It empowers everyone to become a developer and build apps along the
full spectrum from no code to code. Admins and business analysts can leverage pre-built apps
and components on the AppExchange, and programmatic developers can build apps using the
modern frameworks and tools they know and love.
New to building? You can gain all the skills you need to build apps on Trailhead, our fun,
online learning platform that gets you hands on with the Lightning Platform.
Build Better Apps Together
Yvonne Kennedy
Manager, Corporate
Banking, Ulster BankCHAPTER 1 CHAPTER 2 CHAPTER 3
Smarter Sales
Transform sales from lead to cash to loyalty with the world's #1 Sales Platform
Help your sales teams sell smarter and faster by centralising customer infor- Einstein Forecasting NEW
mation, logging customer interactions, and automating sales tasks. Our Sales Einstein Forecasting analyses millions
Platform enables salespeople to do what they do best, helping them close more of data points in a company’s oppor-
deals, get more leads, accelerate productivity, and make insightful decisions. tunity history to create predictions
Supercharge your growth by connecting sales with service, marketing, around exactly how much is going to
commerce, and more. close. These predictions help sales
leaders know where to focus their
reps and attention and make
See Smarter Sales in Action proactive business decisions.
Liam Logan
CRM Lead, Ulster BankCHAPTER 1 CHAPTER 2 CHAPTER 3
Fast Collaboration
Help your team get more done, faster with Quip
Work together faster with collaborative documents that connect to your CRM Live Apps NEW
solution. Quip combines documents, spreadsheets, task lists, team chat, and Now you can connect your favourite
CRM in one seamless experience known as a living document. Create work productivity suite with the third-
together, work from anywhere, and keep important conversations and decisions party apps you love. Integrate apps
in one place. Quip is 100% cloud-based and built for both your desktop and like Google Drive, Lucidchart, Jira,
mobile device so you can work with your team the way you want to. Smartsheet, and more within Quip
for next-generation collaboration.
Your data is live, so you’ll never have
Get stuff done with Quip to worry about looking at out-of-date
information.
Damien Judge
Head of Business Commercial Excellence,
Ulster BankCHAPTER 1 CHAPTER 2 CHAPTER 3
adidas is a Trailblazer
People associate the name adidas with speed, fash-
ion, and high performance. In an industry facing
massive disruption, the sportswear giant stands
alone as a Trailblazer, operating 2,800 stores with
60,000+ employees.
As a global retail powerhouse in both the B2C and
B2B spaces, adidas recognises that its industry is rap-
idly changing. Consumer journeys are multichannel
experiences that often begin on smartphones. The
company needed a solution to help deliver smart,
seamless, and convenient experiences across the
entire shopping journey. Through its partnership with
Salesforce, adidas is blazing new trails by delivering
the connected retail experience of the future using
our marketing, commerce, and service platforms.
Joseph Godsey Kasper Rørsted
Head of Digital Brand Commerce, CEO, adidas
adidasCHAPTER 1 CHAPTER 2 CHAPTER 3
Personalised Marketing at Scale
1-to-1 consumer engagement with our leading Marketing Platform
Deliver relevant, personalised journeys across channels and devices. The Mar- Google Analytics 360 NEW
keting Platform enables marketers to deliver the right message at the right Delivering smarter marketing and
time throughout all phases of the relationship. With integrated solutions for customer engagement all starts with
customer journey management, email, mobile, social, web personalisation, knowing your customers and pros-
advertising, content creation and management, and data analysis, every imag- pects. With the new Marketing Cloud
inable customer interaction and engagement is covered. and Google Analytics 360 integration,
you can deliver relevant, personalised
interactions from awareness all the way
Get Consumer Engagement at Scale to conversion and retention.
Joseph Godsey
Head of Digital Brand Commerce, adidasCHAPTER 1 CHAPTER 2 CHAPTER 3 Unified Commerce Across Every Channel Intelligent, unified, shopper experiences on our leading Commerce Platform Build a better shopping journey for your cus- Einstein Search for Commerce NEW tomers — from discovery to delivery, wheth- For retailers, search is a gateway to er they are online or in the store. Whether their products, driving conversion you are an experienced retailer or just get- rates and revenue. By leveraging AI, ting started, we’re focused on helping our retailers can help shoppers find what customers deliver personalised, intelligent they want, faster. With features like shopping experiences. Whether it’s connect- Einstein Search Dictionaries, Einstein ing with customers anytime and anywhere, Search Recommendations, and delivering flawless order fulfillment, or rein- Keyword Search Sorting Rules, venting the in-store experience, the leading retailers can deliver intelligent, Commerce Platform can turn your retail relevant, and fast site search results. vision into reality. View Comprehensive Commerce Solutions
CHAPTER 1 CHAPTER 2 CHAPTER 3 When your customers need answers, your NEW service teams need to be equipped to re- spond quickly and easily. The #1 Service Platform gives agents the tools to deliver smarter, faster, more personalised service experiences on multiple channels. Auto- mate service processes, streamline work- flows, create self-service communities, and connect your entire mobile workforce for consistent, convenient service.
CHAPTER 1 CHAPTER 2 CHAPTER 3 Introducing: Salesforce Essentials World's #1 CRM built to help small business grow faster With Salesforce Essentials, we're bringing the world's #1 CRM platform to every small business with easy-to-use sales and service apps. With Sales Cloud Essentials you're selling faster and smarter with everything you need on one screen and built-in intelligence. With Service Cloud Essentials you're connecting to customers on multiple channels and getting more done in less time with productivity tools and a 360° customer view. Start Your CRM Journey
CHAPTER 1 CHAPTER 2 CHAPTER 3 We Are All Trailblazers The World Tour is where our Ohana gathers together each year, family reunion style. We relish the opportunity to connect with each other and learn — celebrating customer successes and uniting to make the world a more equal place. The Fourth Industrial Revolution brings unprecedented change to our lives, but it also brings unprecedented opportunity for growth and deeper customer connections. As we scale up and prepare for the future together, be on the lookout for ways that you, too, can blaze a trail. We’ll all be here to help you succeed. Blaze Your Trail on Trailhead
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