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

Now, we're going to tell you another story, another amazing story, but we like to call it the single source of truth. But this is about capabilities like intelligence and automation. But you can't get there without the single source of truth. We know that. So before the pandemic hit, I was actually in the United Kingdom. And I was in the United Kingdom hearing an amazing story about a topic that's very important to me. And that topic is sustainability. I mean, all of us know that Salesforce is built on core values. Trust, customer success, innovation, equality. But we also know sustainability is a core part of who Salesforce is. It's why we're a net zero company. It's why we've created the Friends of Ocean Action to get out and get all the plastic out of the ocean. Because who wants a plastic ocean by 2050? I mean, the World Economic Forum says we're going to have a plastic ocean by then. Forget it. We all know that. And that's also why we created1t.org, 1 trillion trees so we could sequester 280 gigatons of carbon out of the atmosphere. Well, sustainability is very important. And we heard a very compelling new vision for sustainability in the United Kingdom from an amazing customer. Bentley Motors. Let's take a look.

2019 was a phenomenal year for Bentley. To achieve 100 years is something that we were enormously proud of.

Truly an amazing year of celebration. We built a huge order bank and we were set for a record 2020 absolute historic highs in revenue and profits in our 101st year. And then Covid hit late March. Everything stopped. It looked like we were out of business. I guess for seven weeks we were. We recognized that to get through this crisis, we had to rapidly evolve our digital capability. And then instantly we realized that it wasn't just to get through the crisis.

Following a pand that accelerated so much change. We need the right skills. We need the right people, a team as diverse as possible to solve problems we have never encountered.

We need to think existentially about how do we compete and win in this new digital environment. And the answer? It's all about customers.

For me, the needs of our customers have been evolving through time. At no point have they been changing more rapidly than they are now. More than ever, we need to know them more closely. That means we need to deliver a paradigm shift in every single aspect of our business. But to do that, of course, in a way that is totally authentic and credible, we have an immensely strong brand and we've got an enormous Opportunity out there.

When we're talking about the digital evolution of our customer journeys and that vision we have for a sustainable luxury mobility company of the future, there is only one partner for us and that is with Salesforce. With Customer360, we can create this single source of truth that allows us to create extraordinary experiences for our customers. And that's what we need moving forward, to create something new regarding products, services and the way we resonate with a complete new customer group, because that's the foundation of our future growth.

We talk about inspiring our customers through that magical combination of craftsmanship, innovation, pushing the boundaries, and most importantly, in this day and age, sustainability.

Bentley has always been a very sustainable product because a Bentley is forever.

Consider that for 101 years we've built cars and more than 80% of them are still on the road. That already is the most sustainable story.

Our vision is to go beyond zero, to become climate positive as a company.

Within 10 to 15 years, we won't have any engines. We will systematically replace, replace them with new propulsion systems. And it doesn't scare me, it inspires me. So you could say that with a long and rich history, we could be getting a bit tired and old fashioned. But I have to say, right now, today, this brand has never felt younger.

Adrian Hallmark is a really a trailblazer and his entire staff, it was one of the most inspiring visits to a customer I've seen and inspired. Inspires me on the future of sustainability. You know, I was born here in San Francisco, born here and raised here in San Francisco. I went to public schools here. It's why I'm so committed to our public schools here in San Francisco. Let me tell you something, when I look at a video like that, when I look at a customer like that, it inspires me for the future. I say, yeah, Salesforce is a net zero company. There's so many more things we can do to not only become more sustainable ourself, but inspire more sustainability. Well, I want to introduce you to somebody else who's so inspiring to me and that, of course, is our beloved Leah. So, Leah, will you give us the entire vision of Bentley Motors and tell us where, where are we going in this incredible new world?

Thanks, Mark. Bentley Motors has traditionally been a B2B company, relying on 230 partners to sell their cars. When the pandemic hit, they had to evolve overnight to serve a wider digital audience, marketing and selling directly to consumers. This isn't easy work. Bentley is bringing the showroom experience to every prospect, digitally turning foot traffic into Web traffic overnight from B2B to B2C scale. And since Bentley just announced their entire fleet will be electric by 2030, they now have a whole new market of eco conscious consumers and can deliver personalized marketing journeys to them. This is Maria. She's a young professional, loves spending time outdoors and eco conscious, working from home and doing everything online. These days, Bentley Motors wants to continue to foster and grow this relationship with Maria as well as with all their unknown prospects and customers. That's where Single Source of Truth comes in. Bentley can now ingest and unify all their data into a single source of truth to give a unified profile for each customer shared across the entire business. In this world we're living in of remote shopping, remote working, remote learning, remote everything, privacy and trust are more important than ever. Customer360 Privacy center ensures Bentley Motors can collect and respect their customers privacy preferences and remain compliant. The marketer can also see all the segments Maria is a member of. Like Sustainable Consumer, Bentley can easily build audience segments to target prospects and customers. With personalized messages across any channel, you can see all your connected sources in one place. Sales, service, marketing, commerce and third party data. The marketer can further refine this and add an attribute to target only prospects with a high click through propensity. These attribute definitions ensure these individuals are ready to start their journey with Bentley. This segment looks great to publish. Single Source of Truth is powered by Hyperforce so this segment can be activated across their entire business. Let's see it in action for marketing. A sustainable consumer like Maria sees relevant personalized ads that speak to her green lifestyle for sales. When Maria is ready for a test drive, the dealer already knows she's interested in buying. Based on her interactions with Bentley's sustainability marketing efforts for service, a Bentley Motors advisor can see all the information needed to best assist Maria and can further share Bentley's commitment to the environment and for commerce. Bentley builds loyalty with highly personalized experiences. So when Maria is shopping for add ons for her car, she sees sustainable shipping recommended and a discount applied with Salesforce Order Management. Bentley Motors has a single source of truth across inventory and fulfillment channels and can create routing flows to optimize for shipping, time, cost and even to reduce emissions. This is the power of connected data. Single source of truth drives these personalized relevant experiences across every channel. And it's not just data rich experiences for customers, it's also for employees. Let's take a look. Bentley Motors can bring all their segments and data together in a complete picture of the entire business. With tableau the world's leading analytics platform, they can see the key sustainability measures across sales, service, marketing, and commerce. And soon, thanks to new features like Einstein Discovery and Tableau, Bentley Motors can get the predictions they need to go from insight to action. And when they click into one of the top performing segments identified by single source of truth, they get a new prediction on the fly. With Einstein Discovery integrated across all of Tableau, not only can Bentley Motors see what happened with their data, they can see into the future with predictions and make smarter decisions faster. Okay, that was a lot of goodness. Let's recap. With Customer360Truth and its newest products, they can unify all their data for a single source of truth for every customer. With Salesforce order management, they can manage inventory and fulfillment across all channels. And with Einstein Discovery and Tableau, they can see into the future with predictions and make smarter decisions faster. Now, that is how you use data to put your customer at the center of everything you do. And because sustainability is a shared value, we're super excited to announce a new challenge. Salesforce, in support of1t.org will plant a tree for every person. That completes our new trail mix up to 100,000 trees. The more you know, the more trees will grow. Back to you, Mark.

We're coming to you live from Salesforce park in San Francisco with Dreamforce 2020. And we're so excited to be here. This is part of our total Dreamforce program, which includes this keynote as well as the Dreamforce conference coming up in two weeks, where you'll have over 300 sessions to collaborate on that amazing customer360 platform you just saw, as well as our Dreamforce to you, the highly customized version of Dreamforce that is putting together. That is being put together by all of our customer executives all over the world. Well, right now, I want to have my own Dreamforce to youo with one of my good friends all the way to crew England, Adrian Hallmark. Adrian is the CEO of Bentley Motors. He is a trailblazer. And, Adrian, welcome to Dreamforce.

Aloha, Halmark.

Adrian, maybe you could give us your vision. You know, you've been such an inspiring leader, especially in sustainability, especially with customer interaction. Tell us, you know, what does the future look like for you and your company?

Yeah, I think the Beyond 100 strategy that we've spoken about in the last few weeks really cements our vision for the future of Bentley. We're a proud 100-year-old company, but we're now set off on this course over the next five years where by 2025, we will only offer electrified powertrains. That means plug in hybrid with great range or battery electric vehicle fully. And then by 2030 we will only offer full battery electric vehicles. And for a company that's 100 years old in the car business, that's like Rolex saying they're going to Quartz and not making mechanical movements anymore. We also are going to go carbon neutral for the whole car and all of our operations by 2030 and we can see a way to get there. And so this is a once in a lifetime opportunity to really transform the direction of this company and set it up for the next decades and century.

Well, Adrian, you've been so inspiring to me and my ideas of having a net zero company and inspiring our customers to become net zero. Well, I'm excited to see Bentley move in that direction as well. And you know, just one last thing, Adrian, I want to just ask you, tell us, what is 2021 going to look like for Bentley?

Well, hopefully a lot better than 2020. We were set up last year for a record performance. Obviously Covid hit this year. We actually start the year right now with a bigger order bank for new car customers than we had at the beginning of last year or 2020. So we really are set up for what should be a fantastic 2021. And we're going to make full use of the new Salesforce 360 capability that we've developed together with your team, which is really inspiring in itself.

Well, thank you Adrian for being a great trailblazer. Thank you for pointing the way forward. We're so delighted to have you at Dreamforce 2020.