COVID-19 Vaccine Distribution, Retail Revolution, & More! | Success Anywhere World Tour | Salesforce

I'm so pleased to be here. It's also great to get dressed top and bottom. Although I am super jealous of all your trailblazer hoodies because it's a little chillier than I expected here in LA today. So, thank you for joining us. EBONY introduced the power of the customer360. So my role here today is to show you what's new, what's relevant, and all the innovations we've just added. So, as EBONY said, it's been quite the year. Lots of change, everything going on. In fact, I changed jobs just two months ago and now I'm leading the global success team and I spend a lot of time with customers like you. And the many customers I'm talking to are trying to figure out how to change up their business operating model. They're figuring out that they need to transform, whether they plan to or not. Because as we all see, transformation has accelerated this year across all industries. In fact, if you take a look at public sector, the amount of transformation, the amount of work going into the distribution of ppe of vaccines, that's been incredible. And we've actually been a part of that. We are running vaccine management systems in 43 states, six countries, 150 entities. And we're so proud that our software enables the delivery of vaccines. And Today we've delivered 50 million vaccines on the Salesforce platform. Three and a half million right here in California. And I know I and my still slightly sore arm are very, very grateful that our public sector has been able to innovate and scale in this time. In fact, many industries have been innovating and scaling. So another favorite industry of mine is retail. Most of the stores shut down last year, 150 customers moved online. So retailers had to adapt and they came up with all sorts of new innovations. So buy online, pick up in store. How many of you tried that for the first time in the last year? Right? And it's actually pretty cool. So my shopping behavior has now been changed. And retailers like Ralph Lauren, petsmart, Home Depot, they're all trying to anticipate these trends because their whole goal is to meet customers where they are. And that is what Salesforce has had to do as well. We're no different. We've had to land our new business operating model. And that model has a touchstone, which is the customer360. You know this, you've seen this slide. Sales, service, commerce, marketing, you're probably running one or more of those already in your business. But we have some new members of the family. We have tableau super easy to help you visualize your data very quickly. And in a beautiful, beautiful dashboard, we have Mulesoft, which enables you to take data from all sorts of systems to complete that customer360 view. And we've talked about times of change, right? So the times of change. You need a platform that grows with you. And what we've seen across all customers and across all industries over this last year is that service is the new opportunity for growth. So we're here in la. We just saw a drone shot of the Hollywood sign and the Hollywood Hills. We are days away from the Oscars. And so I wanted to do a little world premiere of our own. So I'd like to announce today. Cue confetti lights. Forgot to ask for that. But I'd like to announce today the world premiere of the next gen service cloud. Now this is the service cloud that you know and love, but with more relevant features and innovation that help us deliver service from anywhere right now. So there's a whole lot to unpack. Not going to take you through everything, but four main ideas I want to convey. We're able to give agents comprehensive and intuitive tools to help them manage their queues. With service cloud workforce engagement. You can boost that agent productivity with predictions with omnichannel capacity planning, with optimized scheduling and and personalized training. Second, we know that agents are best when they're proactive. So put Einstein to work across all your calls and interactions with new voice intelligence and use video in your service cases with visual remote assistant. Now thirdly, everyone has to do more with less these days. So automate your complex business business processes with the latest workflow innovation and using Einstein again scale using pre built bots. And then last but not least, hey, you gotta get going faster, easier and faster with the new service setup assistant. So I've mentioned Einstein like three times already. Einstein is key to boosting that agent productivity so you can deliver service from anywhere as the world reopens. Now we love Einstein because not only is it my favorite mascot, Einstein is the intelligence layer built right in to the customer360 and you as customers are running 93 billion Einstein predictions every day. It's also important to us that we deliver AI the right way, the trusted way. So we actually have an AI ethics team inside Salesforce don't know if you're aware of that. So they look at everything and we feel it's responsibility to build that right in. Now if you think AI is cool, which it is, in my 12 years here at Salesforce, the Coolest product name we've had is Hyperforce. And again, I feel like there should be a lightning bolt. I know that's kind of old school, but a lightning bolt sound whenever you say Hyperforce. Because Hyperforce, besides being an incredibly cool name, is our new public cloud infrastructure. Which means that you, our customers, can run Salesforce on the public cloud from anywhere. No more need to build data centers and we build trust right into the platform. So whether you're a small business or in a regulated industry, you can easily and simply comply with any relevant data requirements. So Hyperforce really lets you run your business where your customers are, and it's a foundation to the customer360. Now it's the foundation with the customer360 in a new operating model for success. And we extend that model with AppExchange, the leading enterprise cloud marketplace, where you can find thousands of ready to install apps, listings for our consulting partners and more. The last layer though, the engagement layer, the top layer of that sandwich is Slack, which we announced the intent to acquire last year. Slack is your HQ in the cloud. So think about the before times. You'd be collaborating, maybe in a conference room, you'd see each other in the kitchen, you'd have a little chat at the coffee machine. Well, in the now times, we collaborate in Slack. So together that layer builds your operating system for success and success at a massive scale. Last year, you all created an average of 4.2 million sales opportunities every single day. Over 4.5 billion service cases. Really illustrating the importance of having that next gen Service Cloud. 6,500 listings on the App Exchange. So success at scale, which is what I think about all the time, isn't easy. And our job is to keep working and delivering you the right tools to work and succeed from anywhere. Now, we do not do this alone. I actually spent many, many years on the partner team and I'll tell you that our partner ecosystem is the secret sauce to our success from strategic technology partners like aws, which is critical for Hyperforce, to Google, Apple and all the other great logos you see on the screen here. Beyond those partners, we have an incredibly robust ecosystem of SIS and ISVs who are an integral part of our success. Take the vaccine rollout I mentioned. We could not have done it without partners like Slalom and Deloitte and excellent Accenture delivering the services, plus many other partners. Like I said, there's a lot of entities out there, but they're critical to success. Think about retail. We talked a little bit about some retail trends in the industry. Could not do that without ISVs like mad mobile, proximity, insight and bring who add to the Salesforce solutions specifically for retail. So our partners really help us show up. We show up better actually with our partners better together to really help enable your success. Now I talked a lot, we have some great content coming and I think you're really going to enjoy this. We're going to show you some of this new functionality, new innovation in action with some real life customer stories. It.