Community Cloud Keynote: Win the Digital Experience Race | Salesforce

Ladies and gentlemen, we are excited to share the latest Salesforce innovations with you. Which means we may talk about future looking products and services. Because future looking statements are inherently subject to risk and uncertainty, our reminder is that you should make any purchasing or investment decisions based on products that are currently commercially available.

Sam.

Good morning and welcome to the Community Cloud keynote. My name is Adi Karaganti, General Manager of Community Cloud. I want to first start by saying a huge thank you to all of you in this room and those watching us online. This is my 13th dreamforce lucky 13 and what I really enjoy about my job here is the opportunity to meet customers all around the world. To our customers, you motivate us, you inspire us, and you definitely challenge us to keep innovating. Thank you for what you do. Salesforce and Community Cloud would not be here without you. So all this week you've been learning about the fourth Industrial Revolution. How after steam, electricity and computing, we're now in the age of AI. And AI is really changing how we live our lives. I live this change every day. My wife happens to run products for Google Home and Nest and I get to play with some of the cool new products that a team is coming up with. In fact, I have five Google homes. Now. You might think I'm a bit crazy and my wife will probably agree with you, but here's the deal. 33% of consumers have a smart home device. That's the world we're living in and what you've told us. With all this innovation around us, you're in a race to transform your digital experience for your customers, your partners and the rest of your communities. But what you've also told us is you face a lot of hurdles. Whether it's legacy systems, data silos, old ux. These are just few of the hurdles you face to innovate at the speed you need to to exceed your customers expectations. In fact, 56% of of customer experience initiatives go unfulfilled because of these hurdles. But there's good news customers. Our trailblazers are winning the experience race and they're winning the experience race with Community Cloud. They're building these personalized beautiful CRM powered experiences for their customers, their partners and the rest of their communities. Let's take a look at a few examples. Ducati makes these beautiful motorcycles, really works of art. And if you were at Dreamforce last year, you heard the CIO of Ducati talk about how they are transforming their digital experiences for their dealers and Ducati owners. So really dealer portals and customer account portals, AIG is a trailblazer and like many other companies in the financial services industry, drives its business through independent broker network. And they've built these personalized CRM powered experiences for their brokers, really making it easy for their brokers to sell more of AIG products. And then there's DoorDash. So DoorDash is a food delivery app. My wife and I both work, so we kind of depend on DoorDash. In fact, we use it every week, especially on those days it's my turn to cook. True story. But DoorDash is growing like crazy. And one of the things they needed to do was transform their experiences for three major stakeholders. Their consumers, folks like you and me, their dashers, their delivery folks, as well as their merchants or the restaurants. And they did this in under three weeks. And since their launch at the end of August, they've seen over 1.4 million visits. And hear this. 26% increase in customer satisfaction. That's huge. That's amazing results and real impact to their bottom line. And really, it's customers across every industry of every size, globally who are transforming their digital experiences with Community Cloud. And what's exciting to see as a product guy is these customers are really scaling their reach, in fact, have tripled their reach over the last 18 months with their customers and partners. We have now over 300 million users on the platform. And these customers are really the reason why Community Cloud is the market leading platform in the industry. And so all these customers are using Community Cloud or choosing Community Cloud because it's built on the Salesforce customer success platform. It's tied into that CRM that you've come to love. And if you think about it, whether it's driving higher sales, whether it's providing better customer support, or whether it's engaging more deeply with your customers, you can only do that if the experience is tied in to the CRM with your customer at the center of everything that you do. And that's the power of Community Cloud built on the Salesforce customer success platform. And what you've also told us, you're in a race, so you need to go fast. And part of going fast is to be able to quickly roll out and transform these digital experiences. So based on your feedback over the last couple of years, we've been working on these out of the box templates. So if you want to extend service to your customers like DoorDash did, you can roll out a help center template or a customer service forum or an account portal template. If you want to extend sales to your Dealers, brokers, resellers, similar to what AIG did, you can roll out a partner relationship management or a PRM template. New this year is B2B commerce, the ability to build these personalized e commerce storefronts for your business buyers. You can build your own for your own special use case or leverage 1 of 50 partner built lightning bolt solutions that are available today on the App Exchange. Lots of different options for you to go even faster and many of our customers are rolling out multiple use cases. In fact, 40% of our customers roll out multiple use cases, including our trailblazer Matt Kravitz at Hulu, who's rolled out three use cases over the last year. And just amazing to see how quickly our customers are transforming their experiences. Over the last couple of years the number of communities going live has more than doubled. We now have 29 communities going live every day. That's more than one every hour. That's just amazing to see those results. Thank you. So one of the reason we're all here is to learn about some of the cool new innovations that the product team has been building. And kudos and big shout out to the product and engineering team. I might be a little biased, but I do believe it's one of the best engineering teams in the industry. They've done a phenomenal job really reacting and addressing some of the feedback you've been giving us as far as innovation and transformation. So what you've told us and you've consistently told us that you want more AI and Einstein capabilities to drive hyper personalization with your end users, really leveraging all the CRM and user data that you have on the platform. So announcing Einstein next best action AI powered recommendations for your customers and partners. But part of building these digital experiences, you want to build these beautiful experiences. But to do that you also need. You've told us that you want content. You want to easily create content, personalize content across every touch point with your customers and partners. Announcing CMS for Community Cloud Content Management built on the Salesforce platform. Yes, I know it's been a big ask for quite some time and we're in a race. So part of being in a race you need to be fast and you've told us that you need a native mobile app that has all the goodness of Community cloud, the experience and CRM. Announcing my Salesforce for Community Cloud, the ability to quickly with clicks, not code, build branded native mobile apps and publish to the App Store and Google Play. Yes you can clap. So three incredible new innovations from the product engineering team. But what better way to see them in action than through the stories of amazing trailblazers Rodan and Fields and Lamborghini. These customers are transforming their digital experiences for their customers and partners. To learn more of the Rodan and Field story, it's my pleasure to to welcome on stage Adam Wegel, Vice President of Product Management. Adam, take it away.

Thank you, Adi. Rodan Fields was founded in 2008 by two Stanford educated dermatologists. And what's really impressive about the business that they built is not only did they create life changing skin care products that their customers absolutely love, but but they also built a really innovative distribution model. And the heart and soul of their distribution model are their partners who sell their products, who they refer to as independent consultants or CEOs on the go. Now, fast forward a short 10 years to today and Rodan Fields is the number one selling skin care brand in North America. They have 200,000 CEOs on the go and their sales exceed 1.5 billion in revenue. Incredible. Now, when the company was started by Dr. Katie Rodan and Dr. Kathy Fields, they set out they knew that they would need technology to scale their business. And so they wanted a solution that would provide they're independent consultants with secure and easy access to key sales and marketing data such as leads and opportunities and marketing content so that they could sell effectively from anywhere. They also wanted a solution that was beautiful, that would really reflect the Rodan and Fields brand for their consultants. And third, they wanted a solution that was incredibly easy to use so that new consultants could could get up to speed quickly. Now, as Adi mentioned, you all are always challenging and encouraging us to build new functionality and continue to innovate. And one of the ways and one of the feedback that we heard from many of you is you asked us if we could build tools to help guide and coach your employees and your partners so that they could be even more productive. And so today we are thrilled to announce Einstein next Best action for Community Cloud. The way the solution works is Einstein analyzes all the business activity taking place around your organization, applies business rules and AI and surfaces personalized recommendations. Now, we didn't stop there. As Adi said, our engineering team has been on a tear an incredible amount of innovation. So we have two additional capabilities to share with you today. The second is we heard from many of you that you wanted to be able to equip your marketing managers with the ability to quickly build and distribute marketing campaigns to your partners so that they could execute those campaigns for their customers and their prospects. So what we did is we connected community cloud and marketing cloud and created distributed marketing so that now it's super easy for any marketing manager to take content that's been corporate approved and distribute it to your partners so again they can turn around and launch that campaign to their customers and their prospects. And finally, and this is one of the areas of my job I love the most is talking with customers. And we've been so inspired by all the amazing customer communities, partner communities, help centers, service communities, peer to peer forums that you all have built using community cloud. It's really been inspiring. And what we heard from many of you is you wanted to be able to seamlessly embed commerce B2B commerce in those experiences. So we were very fortunate last year and we were able to or earlier this year and we acquired cloud craze which is an incredible team and incredible technology. And all of you are now able as a result to seamlessly embed B2B commerce in your community experience, in any community experience. So now what we'd like to do is show you, yeah, we'd like to show you a demo of these three capabilities. So Desma, feel free to start off, start the demo. And this demo is our vision for how Rodan and Fields could use these three new capabilities in their consultant experience. Now for this demo, I am a field marketing manager at Rodan Fields and my job is to sell our products through our consultants to help make them successful. And every morning when I wake up, I log into Salesforce, I review my business metrics and I decide what step I should take next. What should I do next? This morning I log in and I can see sales are trending up to the right, which is fantastic. I can also see on the bottom left top social media mentions and I can see that one of the products I've been selling, a new product, Active Hydration Body Replenish has been getting a ton of engagement on social media, a lot of likes and posts and comments and shares. So what can we do to drive, what can we do to capitalize on this customer demand? Anybody? Fortunately for all of us, Einstein has been hard at work. And in the upper right hand corner we can see three Einstein Next best action recommendations that are personalized just for me. The recommendation at the top is to launch a specific marketing campaign for Active Hydration Body Replenish. This is genius. This is exactly what I should do next. So I click launch marketing campaign which brings me into the distributed marketing experience. And as a marketing manager I can now in three easy steps, build and distribute a marketing campaign to my consultants who can then turn around and execute it with their customers and prospects. So the first step is I review the corporate approved marketing content. It looks amazing. I click the button at the bottom to move to step two. For step two, I look at which consultants I want to receive this marketing campaign and select that audience and then click next to proceed to step three. And for step three, I just select the date range for which I want this campaign to be available to my consultants so they can run it. So let's do a week and click send and boom. In three easy steps. We just launched a marketing campaign to our consultants. It was that easy that they can now turn around and execute with their customers and prospects. Now. Yeah. Thank you. And now what we'd like to do is show you this from the consultant perspective. And for that I'd like to welcome Claudia Eslopazir on stage. Claudia, welcome.

Thank you, Adam. All right, this is Community Cloud. This is is our vision for a beautiful partner portal that Rodan Fields has created for their 200,000 CEOs on the go. And just like any good CEO, what is she going to do in the morning when she gets up with her cup of coffee? She's going to look at her numbers to see how her business is doing. And not only is this experience beautiful, but it's connected to CRM and all of her business data and marketing resources are pulled right in at her fingertips. On the left hand side we can see how she's performing as an individual, her progress to goals, a couple of tasks for the day. In the center we have her business overview. And on the right hand side we've got more specific details if she wants to drill down and see what's going on. But this consultant looks a little familiar. She's got 10 points to that next level of up and coming sales leader. How is she going to get there? Well, thankfully Rodan Fields has just launched Active Hydration Body Replenish. But not only have they launched a new product, they've launched the marketing tools. This consultant needs to be successful. And as you can see, as we saw before, Adam's created this campaign, we're going to go ahead and take advantage of that. So let's view all campaigns. Here we are taken to a tiled view of what is the campaign marketplace. It is visual. The partners and consultants can see. All of the campaigns that Rodan and Fields has made available today is all about Active Hydration Body Replenish. So let's opt in here. Our email is already created. We have all of the beautiful rich imagery and the content, it's all there. Let's customize this a little bit. We're going to add an event date, September 27th. We're going to add a custom URL. And this is important because this is an email for a selling event. And what's unique about the Rodanum Fields model is that not only do consultants have events in their home for their customers where they can build those one on one relationships, but they can live stream these events around the world. So anybody can tune in and join the action. Let's save this. We've already added a custom greeting and it looks like this consultant has spent hours creating this beautiful email template. But it's just been the few moments that I've been up here on stage. Let's run this campaign. Let's run this email. We're not done. We're not done. And Einstein knows we're not done. Because Einstein next best action is recommending that we order product. Because Einstein knows that in order to sell, you need to know what you're selling.

So.

So he's recommending the entire hydration kit. We're going to buy that. That's a great idea, Einstein. So let's add that to the cart. And the cart's already populated. Einstein's done the hard work. We don't have to go search. But let's pause for a moment because I want to explain what we're actually looking at here. This may look like a beautiful consumer commerce experience, but this is B2B Commerce. The consultant special pricing is already captured here. So if you are a manufacturer, if you're a retail company, if you're in cpg, this could be your pre negotiated pricing. This could be your volume discounts. It's already here. No coupon codes. You don't have to go somewhere else. Let's continue the transaction. All right. And just like in a good consumer experience, your payment options are saved. But because this is B2B commerce, you can add options like pay with ACH, bank transfer and this consultant, she's putting it on that MasterCard. So let's go ahead and place this order. All right, the order is placed, the email has gone out, the RSVPs are coming in and it is September 27th and it is time for her event. So she has customers in her home and they love the product and they're ordering it. But not only that, we're live streaming this event. Don't worry, we're not going to leave you out on the action. So if you Got here early, you may have been given a special ticket. If you got a ticket, hold onto that tight, because afterwards you're going to want to take it over to the Community Cloud station and get your own jar of active hydration Body replenish. That is our gift to you. So it pays to be early.

All right.

And our folks, they're live streaming, they're watching the event. And for the consultant, she is able to see sales come in in real time. She's getting push notifications on her phone every time she gets an order. This is my salesforce for Community Cloud. And this is. There's nothing more exciting when you're in sales than to see when you're actually making money, which is really exciting. All right, so we're getting those push notifications. It's the end of the day. We want to see how we did. But she doesn't have to go home and go back on that desktop experience. She can pull out her phone at dinner with her friends and see how she performed. And we did pretty well. We sold a bunch of product and not only did we sell 106 units, not too bad for a day's work, we got those 10 extra points and we got to that next level. All of this is thanks to Community Cloud and the partner portal and the ability to connect to the same CRM the Rodan Fields uses to connect to their 200,000 CEOs on the go. Let's hand it back to Adam and see how the company did overall.

Way to run that campaign, Claudia. Fantastic. Let's log back into Salesforce and see how business is doing as a result of that campaign. And wow, sales are way up. That shows the power of Einstein. Next best action, distributed marketing and B2B commerce. We now want to just pause and thank Desba Duchessella, who's in the back. Please wave Desba for this amazing demo that you just saw. Start to finish, amazing job. And I now would like to welcome Heidi Wismiller, COO of Rodan Fields, on stage. Welcome, Heidi. We can talk about the consultants.

Thank you.

Thank you.

Thank you.

Welcome.

Thank you.

What an incredible journey that you've been on. You have a community of over 200,000 consultants. One of the things I admire most about Roe v Dan and Fields is this passionate consultant community you've been able to build. Question. I have, and I'm sure many in the audience share this question is, how did you do it?

Well, that's a good question. And first, before I do anything, I want it for anyone who is here or watching who is a consultant, a customer, or the husband of a consultant. I want to give you guys a shout out, give yourselves a hand. Thank you so much. I mean, they're truly our magic. So, you know, as you said, the company was created by Dr. Rodan and Dr. Fields, who are still practicing dermatologists, which is amazing because at the end of the day, the truth is that they have created not one but $2 billion companies. They created Proactive, which people who are in my generation certainly know and now Rodan and field them. It was really the whole thing began with this concept around delivering dermatologically inspired products that deliver real results because we know when we look good, we feel good, and that confidence helps us to achieve. And at the end of the day, Adam, what they really identified was kind of this missing connection to customers that retailers weren't able to make. And this idea, if you think about it in a really simple way, they created kind of a digital e commerce platform that was high touch and it was high tech. So if you think about you go to a retailer and you stand at the glass counter and you get a recommendation from a woman behind that counter, but you don't really trust that recommendation. She doesn't know you. She doesn't necessarily care about what happens afterwards. And who you really ask for is recommendations from your sister and your mom and your friends, your colleagues, because those are ones you trust. So how could we harness the importance of that emotional engagement through a social digital platform and empower entrepreneurs to be able to build their business on their own terms anywhere with no geographical boundaries. And that was the game changer to help us accelerate our business.

That is incredible. I mean, very inspirational. Incredible products and incredible team.

Yes.

How did you select Salesforce and Community Cloud to assist you in this journey?

Well, that dedication to our consultants really about empowering the entrepreneurial spirit and feeling that they could actually be allowed to have both time with family or with spouses and also run a business for intellectual stretch or maybe just that they were social mavens. So we knew Salesforce was the right partner for us and we've known it for years. We've been wanting to work with you because we knew that you really understood the importance of taking information and using it to help you personalize your relationship. We felt Salesforce had all the horsepower and innovation to help us look to the future. We've grown so quickly, as you mentioned, over the last number of years, especially in the last four years, that we needed a partner who also had really a commitment to Vision and to innovatively continuing on this journey to make deeper emotional connections. And we really felt you were the right ones for us.

Well, it's been such an honor to be part of your growth and to help participate in it. Amazing story. What is the future for Odan and Fields? You're already the number one skincare brand in North America. Where do you go from here?

We want to be Lamborghini.

No, you're going to build cars. Perfect. Okay.

I'm hoping to drive away with one.

Oh, I see.

I don't know, you know, world domination. I mean, for us, you know, our core commitment and the passion we feel about this difference we make in people's lives is real. We're extraordinarily purposeful, and we want to be number one in every market we enter. We don't want to be number one because that gives us the greatest amount of revenue or that helps us to dominate a category. We want to be number one because we believe that we want to be in a position to empower more entrepreneurs to have a personal life and a professional life, and because we believe it will change your approach when you feel good inside out.

Yeah, that's. That's amazing.

Thank you.

That's a great story. One great response. I have some intel that not only does Rodan and fields have over 200,000 CEOs on the go, but that you have one COO on the go, which is you, and that you were kind enough to join us at Dreamforce, even though you have a board meeting in a matter of minutes across town. Is this true?

This is true. Yes. Thank you so much for having me, though. I really appreciate it, and I'm so thrilled to think about what's next.

So thank you.

We look forward to continuing the journey with you, and thank you so much for being with us today, Heidi. Thank you.

Bye Bye.

All right, Adi, back to you.

Thank you. Thank you, Heidi. Safe travels. That was amazing story, and I really love the vision of a CEO on the go. It's truly a unique value proposition, something we can all learn from. Well, another phenomenal story and an iconic brand, a brand that probably needs no introduction is Lamborghini. Let's first run the video.

It's. Wow.

I can't wait to learn the story. To learn more about the Lamborghini story, it's my pleasure to welcome on stage Anna Rosenman, Vice President, Product Marketing.

Thank you, Adi. That video is amazing. Right. So Lamborghini is a company that I think captures the hearts and imaginations for all of us, but it's also a company that was born innovating. When they were getting started in the 1960s, they launched the Miura, which was a beautiful model, but it was also the first series car with a mid engine and that set the standard for supercars for the next 50 years. Fast forward to 2018 and Lamborghini is doing something pretty unprecedented. They are creating an entirely new market category, the super sport utility vehicle. And with the launch of the urus, what Lamborghini is doing is not only creating a new driving experience, but also building a new digital experience for all of its drivers. With Community Cloud. You know, in 2018, your experience with a car isn't just when you get into the car and when you get out of the car, it's at every single touch point. So with Community Cloud, Lamborghini is building a pixel perfect, beautiful site, portal and mobile app for all of its drivers. But it's not just about looking good. What some of you might not realize is that a Lamborghini is actually built around the driver. Every inch of that car is custom tailored. Tailored down to the leather stitching or the stitching in the leather. To deliver that same level of personalization around a digital experience, it has to be built around the customer and powered by CRM. But ADI announced something pretty exciting today and that was CMS for Community Cloud. Because now not only is that experience beautiful and personalized, it is also rich with content. We are so excited to be launching content management system built native on the Salesforce platform. This is awesome for those of you who aren't clapping, might be because you don't know what a CMS is. So I'll just give a quick summary. Essentially, when you want to deliver news or blogs or rich media content, all of that is created, modified and managed within a cms. But at Salesforce, many of you, our customers have told us that it's not just about creating that traditional marketing content. It's also about taking all of your data and turning that data into content as well, making it visual and personalized. And you are all going to see what that's about. But not only do you want to create rich experiences, you want them to be mobile. And for that, we are launching and announcing my Salesforce for Community Cloud. Now, when you build your community and experience, you can publish it to the Apple App Store or Google Play and your customers will be able to download your native mobile app built with clicks, not code. And when they download it, it will be branded. It will have push notifications, persistent authentication, and as you make updates to your digital experience. All of those updates will be reflected on every app on every mobile device. So it's a lot better to show than it is to tell. And today we are going to be looking at all of this innovation through the lens of Lamborghini. You're going to see how we can build a beautiful experience with new themes, add content, personalize the experience and also make it mobile. So let's take a look at the demo. Here we have a beautiful site. It is pixel perfect. It's got that bleeding edge banner, vivid imagery and what you are looking at is a community. But this is a lot more than just a site. As you scroll down, you can see that it's not just great looking. Your drivers are now in the driver's seat. They can schedule a test drive, book maintenance, buy accessories. All of these actions are powered by CRM. Now I'm going to show how we're going to make a few updates to this site. But before I do that, I want to show everyone community workspaces. I talk to a lot of customers and often it occurs to me that a lot of the capability that we have in communities you don't necessarily know about. A quick look at the launchpad for anyone who's really working on a community. On the top you can see all of your vital statistics. You can see which can be personalized to you. On the right hand side, quick links. If you want to learn more about how to manage your community, you can go to Trailhead and in the middle, this tile menu. What you're looking at is a number of purpose built applications for all of the different people that are creating your experience. You've got dashboards, gamification, content management. That's for the content marketers in the room. The next blog you write, you're going to start here. Today I will be playing a site administrator for Lamborghini. I'm going to be creating this experience and to do that I'm going to go to the Builder. Now, the builder is Community Cloud's declarative site development tool. When I say declarative, what I mean is that you can create this experience using clicks, not code. And if there are coders in the room, if you love to write code, you can do that too. We make it easy, but for everyone else, we want you to be empowered to create great experiences. Now, just because it's easy doesn't mean it's lightweight. If you tap on home, you can see that every single experience built with community has a lot of out of the box pages. A lot of depth and you can create your own. And once you create all of your pages, what do you do? You add components. So this is the Lightning component panel at Salesforce. When we launched Lightning a few years ago, what we did is we took every feature in sales cloud, every feature in service cloud and turned it into a. Which is like a reusable building block. So now with communities, we have hundreds of out of the box components that you can drag and drop right onto the screen to add functionality. We also have customers building custom components. Our partners are building components. You can find them on the AppExchange. Now, right below the component panel, you can see the theming panel. This is where you make your experience look great. Add colors, images, fonts and new. This last summer is theme. So many of you have told us that you want to create a great looking experience and you want to be able to do it quickly. Themes are layouts. They have different looks and styles. And with Salesforce, we have delivered a number of themes right out of the box that you can select. If you scroll up a little bit, you can see that our partners are building themes as well. Megan and Nate, thank you so much for letting us highlight your beautiful themes in this demo. You guys are awesome. Then as we scroll up a little bit more, you can also see that a lot of our customers are building custom themes. You know, Lamborghini has designers and a creative team and a technical group, so they want to go from creating that summer experience to something, you know, September 27th, Lamborghini fall 2018. So we're going to tap activate theme and what you're going to see is in that just simple click, we're going to go back to the experience and it's going to look completely different. Isn't that amazing? One click. And here's the thing, it looks different, but it's got the same functionality, you've got the same data, the same level of personalization. Scroll down. All of the same processes and capabilities. Scheduling a test drive, buying accessories are still there, so you have the flexibility to create new designs faster. But what happened in 2018? Lamborghini launched the Urus. And I want to make sure everyone knows about it. So I can go to that Lightning component panel and select a CMS component and drag it onto the screen. And what I then do is I point this component to the content that I want to highlight. In this case, introducing urus. It's a banner, it's a blog, and I tap save. Now there it is. But wait, the product managers like Adi and Adam and others, they like me to say that the content is independent from the presentation layer. What that means is that a content marketer can create the content. But then I, as I'm configuring the site can make it look however I want. I can choose from different layouts, I can make the banner taller, I can make it shorter, left align, right align. I can take that title introducing urus and make it super big and bold so it looks great. That is the flexibility that we wanted to offer you with CMS for Community Cloud. But here's the thing. Do you guys know a lot of car aficionados? You can't just say we have a new car. They want to know what are all of the bells and whistles associated with this experience. And that feature list lives in Lamborghini's CRM system. So what Harris is helping me out with. Harris, can you wave out in the back making us look good? He's got his outfit on. So Harris is adding that CRM data, he's pointing it to uru's features, configuring the list view, and just like that, in a few clicks we have taken CRM and brought it into your customer facing experience. No integration required. This is out of the box. Isn't that amazing? I tricked you. This is actually pretty amazing. But let's be honest, this is table stakes for communities. We have had this since the beginning. This is functionality that's always been there. Lamborghini is not going to show a list view to a customer. It doesn't look great. What does CMS for Community Cloud help us do? So we're going to take a CMS component, drag it onto the screen. In this case, we're going to pick CMS collection that's like a collection of data or a collection of content. We're going to point it to that same list, to that same CRM data, uru's features. Click Save. And then what Harris is going to do is some of that content layer presentation mapping, where the titles will map to the feature name. The imagery associated with this content will point to photography and this feature list. So you do this a few times, few seconds, click save. And now this is your CRM data as powered by Community Cloud. This looks a little bit different, doesn't it folks? This is amazing. We are so excited to help bring your data to life because hopefully it has never looked so good and it's just going to keep getting better. Let's get rid of the the list view. We don't need it anymore. It's over. So you've seen us make a beautiful experience. You've seen us add content and add CRM data, like its content. Now it's time to personalize the experience. So here's where audience targeting comes into play. Just a few clicks, you can go ahead and assign an audience and that audience is built based off of your CRM data geolocation, referring domain URL. You can pick from a ton of capabilities. I'm going to select Aventador owners in the us, Tap, assign, and now that blog, that feature list is available only to that very specific group. So what do we see today, folks? We saw theming. We saw CMS for community cloud. You saw audience targeting and action. Think about what this could mean to you as you create experiences and personalize them for everyone in your community. But before you get too many ideas, there's one more thing. Do you all want to see what this looks like on a mobile app? It is my pleasure to introduce Paulo Bergamo, SVP product at Salesforce. Show us what it looks like.

Thank you, Anna. Thank you so much. I was eight years old, growing up in a small town in Italy, when for the first time in my life, I heard the beautiful sound of a naturally aspirated V12 Lamborghini Countach. And there she is. She's coming out from a curve. And she's beautiful. She's bright orange, she's loud. And I promised myself I would have driven one later in my life. A few years after, wait, a lot of years after, actually, I actually became a really proud owner of a green Aventador. This car is beautiful. When you drive it. It's a whole new experience. It's really great. But what Lamborghini does very well, it's actually to extend the experience. Even when I'm not driving the car through the power of the Lamborghini Unica app. This is an app the Lamborghini has built with the power of community and the power of my Salesforce. So say they don't have to learn iOS code or Android code because Salesforce manages for them. You open the app and you see all the information about my car first. But as you just said, Anna pushed content that may be relevant for me. And it's the urus. I've been reading about it. It's beautiful. I want to learn more. And through the app, I can do this. And I see videos, I see content, I get really excited about it. And at the bottom there is a button. I can actually customize the car as soon as I tap I see how beautiful and easy it is to customize the car. Lamborghini did this beautiful interface with clicks and no code. That's right. With the power of the lightning flow, you can see I can pick the color. I saw a yellow. It's beautiful. I want to pick the interiors and they need to match the color of the car. Of course, I'm Italian after all. Right. And then I can review the final configuration. And I'm almost ready to commit. I can actually send this configuration straight to the dealer, which is crazy from my mobile phone. But I'm a performance guy. I want to learn a little bit more about the performance. So I'm going to tap on the live chat now. I'm chatting with Giovanni. You may think Giovanni is someone in sant' Agata in Italy, right? But it's not because they are happy hour in Italy right now. Giovanni is Einstein chatbot. Einstein actually scanned all the data Lamborghini put into Salesforce and structured there in a really easy ways for me to consume. So I want to learn about the URUS now. And then I'm going to tap on performance and here it is. Einstein finds just the right knowledge base article. I need to learn all the tech specs of the car. Isn't it great? All right, now I'm really ready to commit to this car. So I'm going to tap on finish and I sent the configuration to the dealer, to the customization to the dealer. And now the app offers me the way to schedule an appointment with a dealer right now. In context, I'm going to pick today. I'm going to go right after the keynote because I'm super excited. I'm so excited that I actually want to share. I want to tell the world I'm buying urus. And sometimes we forget what community. As community started it was about social, it was about bringing people together and communicate and meet up now with the tap of a button. And I can actually share this customization straight in the Lamborghini owners community. That's crazy. So they can make comments and we can get excited and talk about it. Now it's the time for me to wait for the car. And this is where Lamborghini sets apart from any competitors. They make me part of the process. They keep me up to date, they send me pictures of the car being assembled, they ask me questions about the stitches, what color and so forth. That's really beautiful. It will take a few days. Typically it takes a few days, but it is Dreamforce. We are a dreamforce. You guys know at Dreamforce. Miracles happen, right? So Lamborghini has actually delivered the car right here at the Moscone center today. Do you guys want to see the car?

Yes.

Look at that bright yellow. She's so beautiful. That's really exceptional car. And we have the pleasure to have with us today directly from Sant' Agata Bolognese, Chief Commercial Officer, Lamborghini, Federico Foschini. Please give him a hand. Hi, Federico. Lamborghini needs no presentation. We have been with a company for 20 years, right, and you are one of the brains behind the Urus. What was the thinking behind the Urus and the new category of cars?

Well, Paolo, Urus represents a complete new product in the luxury car segment. It's a perfect mix of incredible performance, outstanding power, unparalleled design, but also drivability and luxury. The Urus is the perfect infusion of the Lamborghini super sport car DNA inside one of the most versatile body type, the suv. And for this reason in Lamborghini, we love to call it the super suv.

The super suv. What customers were you going after with this kind of car coming to the customers?

The actual Urus customer base is 70% new to the brand. And this will give us a big opportunity to offer a Lamborghini to a much wider public than today. And we can offer these cars also to new customers like women, like family and like very tall people like Marquis.

Good point, good point.

And so Lamborghini is giving you the opportunity to share the excitement of owning and driving Lamborghini inside your community of friends and companions.

So we saw on stage on the demo a second ago, the Unica app. What does that represent for you?

So first of all, let me tell that in Italian, unica means unique. And this is a natural evolution in the digital world of our customer experience. Customers are looking for personalized experience and having the feeling of the product and the brand. And with Unica, they can get the Lamborghini world in one hand, and that's important.

Why did you choose Salesforce as a partner for this?

Well, I think that Lamborghini and Salesforce share the same passion for speed and for innovation. And this is a win win situation for a partnership. And Salesforce is providing us the best digital solution in order to enhance our customer experience projects.

Speaking about customer experience, what's the future of customer experience for a brand like yours?

I think that despite the digital revolution, the human touch is still making the difference in the world of the luxury segment between very good brand experience and an outstanding brand experience. Unica is not only an app to communicate to our customers customer but is also an enabler to set up entertaining and personalized relationship with them. Thanks to the power of the Community Cloud, Salesforce will provide us all the necessary tool to install seamless experience across all our digital and physical touch points.

Federico thank you so much for being here today. Thank you for having me.

Thank you to you for the energy of this meeting. Thank you.

Say Travel home Betty Adi Bakacha thank.

You Paulo thank you so you saw a lot of incredible innovation today with three big ones are Einstein next best action AI powered recommendations for your customers and partners, the ability to build beautiful experience with content CMS for Community Cloud Content management built in the Salesforce platform and last but not least, ability to quickly build these native mobile apps with my Salesforce for Community Cloud. Thank you to our trailblazers Heidi and Federico for sharing your experiences and how you're winning the Experience Race. Now you too can win the Experience Race. Here's how. Attend one of many sessions on the next day where you can go deeper into all things Community Cloud. Stop by at our booth at the Campground or our station at the Palace Hotel. In fact, at 1pm we have the Community Cloud Campfire where you can interact with experts as well as other customers. For those of you interested in B2B commerce, please stop by at our Commerce cloud keynote at 3pM today. Thank you for attending the keynote and enjoy the rest of Dreamforce. Thank you.