Dreamforce Opening Keynote: Success, Together | Connected Experiences | Dreamforce 2020 | Salesforce

We're in an amazing new world right now. We're in an amazing new world. We can all see that. We all know that we're in an amazing new world. This is beyond any of us or our imagination. I never thought I'd be coming to you from Salesforce park with my Dreamforce 2020 keynote. Now we've gone from here and our story about UCSF to Rhode Island. We went from Rhode island to crew England, and now we're going to go from CRU England to Dallas, Texas. We're going to go down to Dallas, Texas and we're going to see an amazing story. A story about experience and how to create a single source of truth. A customer360. How to transform a business. A business that we've all known or maybe even been customers of. This is an amazing story. You're going to love it. Let's take a look at this amazing film. @&t.

At&t is a brand that's been known for quite some time. And we've made it a commitment to keep our customers front and center at everything that we do.

Thirteen years ago, I was a retail sales consultant. I was the one walking to the door. Hello, welcome to AT&T. That was me.

It's all about the customer and connecting the journeys that they have across multiple channels.

Where do we apply our focus to make our company best in class, maybe even world class.

What we're driving is really about business transformation.

With that comes great responsibility to uphold the promise and the power of the AT&T brand.

We're always looking for ways to innovate.

It's in that moment that any company has to go digital.

Customers have very complicated relationships with us.

Oftentimes painful in the experience. The challenge is we've got to go back and cover 15, 20 years worth of technical evolution.

I think my team worked in about 20 different applications.

I gotta go to 50 screens trying to find this. And this.

Swivel Chairing took down the customer information.

On a sticky note.

Searching.

Our front line wants to be one company.

How many times do I have to repeat myself? You all are AT&T is an AT&T one company.

How do we turn our frontline teams into superheroes? How do we make them the smartest people? How can we take a tool like Customer360, get that laddered into the organization quickly and really try to accelerate some change in this company?

The telecom industry is fiercely competitive. You have to be able to change things rapidly. Everything moves at the speed of light.

This pandemic has shown Us what the art of possible is when you move faster and you do things differently. Now we can just hit an app and it's open and we in.

When any customer comes to interact with us, that frontline agent will know everything about the customer.

That's a capability we haven't had.

It gives them a way to have a relationship with the customer.

Getting a single source of truth. Getting this 360plus platform deployed was a huge milestone.

From a speed and agility perspective, that is a game changer.

We know customers want simple, seamless, ultra fast engagements from us.

This is it. This is the opportunity to really be successful for our customers going forward. I have a vision that this tool in the hands of our frontline will be a difference maker and a vital component to the growth platform of AT&T.

What a story. Amazing. And I have had so many good times down in Dallas working with AT&T and helping them to architect their single source of Truth and their customer.360. It's amazing. It's a really a story about how 140-year-old brand can reinvent itself, you know, with school and work. Now from home, AT&T's 5G and fiber broadband, you know, it's powering our lives. We all know that. You know, we're all living on our phones. Well, let's learn about how they did it. And we have an amazing executive. Now to Talk about our AT&T360, please welcome live from San Francisco, Denise Dresser. Denise.

Thanks. Mark, Jeff and the team at AT&T have a vision to deliver a world class customer experience that's simple, seamless and fast. The first step on their journey was to enable their teams to show up as one company to their customers. This is the single source of truth in action. AT&T is creating this for their retail sales consultants so that they have a complete view of every customer. And here, Einstein will leverage this customer's history with AT&T to surface insights, for example, the best product to recommend. And in this case, Einstein nails it. Sandy walks away happy with his new 5G device. 5G is quickly becoming all the rage. In order to keep up with demand service, teams need to accurately forecast their service demands to ensure they have skilled coverage across all channels. Which is exactly why we built workforce engagement. Available summer 2021. This dynamic graph is predicting a future spike in service demand, pulling in historical data across all support channels and third party systems so companies like AT&T can create the right staffing plan. Not only do companies need to ensure they have enough agent staff, but that they have the agents with the right skill sets required to meet the customer's needs. Let's check in with a service agent working from home directly in the console. This agent receives a real time prompt from mytrailhead, helping him resolve the case that's just come in from Sandy. My trailhead is the learning platform that helps companies create custom modules to upskill their workforce. This agent has the same complete profile as the retail sales consultant, including all previous interactions and purchases, ensuring a seamless experience across all touch points. This is the power of having a single source of truth. Sandy loves his phone and it turns out he's looking for a faster home Internet connection because like many of us, he's working from home. So he inquires via text about their new fiber offering. Einstein is able to guide the service agent with the next best action to take and suggests a knowledge article to share with Sandy. Having this information surfaced in real time for the agent ensures not only can he get it right the first time, he can stay focused on the customer. He will be able to quickly schedule a field service technician to install a new fiber router at Sandy's home so he can get those video conferences up and running fast. The technician will be able to use the Salesforce field service mobile app to optimize her schedule, assist with work orders and guide her with the best steps to complete the job. While on the job, the technician uncovers a new opportunity. Sandy owns his own business and is interested in learning more about AT&T's business plans. The technician creates a lead within her app for a sales rep to follow up. AT&T provides essential services to both consumers and businesses, helping us stay connected while we're all working remotely. But as we know, that means we're adapting to doing things in a new way. This is why we built Salesforce Meetings and Einstein Call Coaching for video available spring 2021. Kitchens are the new meeting rooms and here we are with a sales rep who's working from home. With Salesforce meetings, reps see relevant customer data on a single screen like the BIOS of every attendee, relevant records, previous interactions that will all help best guide that conversation. And this video call is engaging for everyone. The attendees presentation and the collaborative meeting notes are all on one screen and get this Einstein identifies what the rep committed to during the meeting and automatically schedules follow up tests so that nothing falls through the cracks. And while I cannot be in every virtual meeting with my team, Einstein can. Einstein Call Coaching for Video uses AI to identify trends and key moments during the meeting. These are best practices that should be replicated across the team, turning every performer into a top performer. Now, to recap everything we just saw. Retail sales consultants will be able to create personalized in store experiences because of their intelligent, single source of truth. Service agents will be able to anticipate and meet service demands with workforce engagement and on the job training. Field technicians will be able to optimize their work orders with Salesforce field service and with Salesforce meetings. And Einstein call coaching for video. Sales reps will have the tools they need to drive engaging conversations while working remotely. And most importantly, customer experiences are now simple, seamless and fast. Fast. If you want to learn more, check out the link on your screen now. Take it away. Mark.

Denise, great job. And amazing. What a presentation and a demonstration of Customer360 and the single source of truth. I mean, when we look at those demos, whether it was from UCSF or whether when we went all the way to Rhode island or to Crewe, England, and now to Dallas. Amazing. Well, let's hear it directly from Jeff McElfresh, our good friend, the CEO of AT&T Wireless. Jeff, congratulations on everything you're doing this year with AT&T.

Hey, Mark, it's great to see you and welcome you back to Dallas.

Jeff, I wish I was with you in Dallas, but I'm here live at Salesforce Park. And Jeff, look, you've been doing so much this year. I mean, since we signed that agreement with AT&T in February, I think you're already live with tens of thousands of users and you've already created a whole new vision for the future. Can you tell? Give us an update. Where are we going?

Well, Mark, I gotta be honest with you, when we set off on this mission about a year ago, we recognized a few observations. One, as an industry, boy, we could sure do a better job of making our customers feel understood and valued. And it's a very competitive marketplace. And as you alluded to at the beginning, we've got a lot of different products and services and we serve over 170 million customers. And so our front line, our service professionals, our distribution channels, our sales leaders, you know, they're sitting out there on the front line struggling to have a single source of truth, to really be superheroes and excel in their ability to serve our customers. And that is what got us so excited when we worked with you, with your team, and the devotion and dedication of the Salesforce staff to really transform what we could do at AT&T and really become an industry leader in the experience that we offer our customers. And I gotta tell you, Mark, we moved fast. We moved very fast. And in hindsight, we were probably more lucky than good. Quite fortunate, given what's occurred here with the pandemic. Just to imagine the ability to have a tool that enables not only our customers but also our employees to seamlessly work across a multitude of channels and a multitude of products in an effortless way that really establishes a unique value proposition in the industry is what we now have as a result of deploying the single Source of Truth and the Customer360 platform. And my friend, to be honest with you, I'm so excited about the progress that we've made. I think this is just the beginning of what's possible.

Well, Jeff, I couldn't be any more excited. The only thing that would make me happier is if I was there with you and going out for some of that great Dallas food and talk about how we're going to take this to a whole other level. Before I let you go, tell me, what's your prospects for 2021?

Well, with the momentum that we've enjoyed here in 2020 and the criticality of broadband services for all of our customers across this nation, we feel very, very strong and very optimistic about a nice 2021. And it's in no small part, Mark, in the capabilities of the tools that we've deployed through your strategic relationship that are going to put us in a really good position next year to serve and delight our customers. And so I'm looking forward to welcoming you back to Dallas, where we can celebrate some success together, my friend, and good luck with the conference.

Jeff, thank you so much. And happy holidays from San Francisco. We're so pleased to be partners with you.