DreamTX Welcome Day 1: Customer 360 | Dreamforce 2020 | Salesforce

Hello and welcome. Thank you so much for joining us today. I'm Nalina at Theentha, Senior Director of messaging and engagement for the UK and Ireland. And while I am normally based in London, I am coming to you live from Portland, Oregon, which is my home for the holidays. Now, as one of your esteemed emcees for day one, I am thrilled to be the first to welcome you to the Dreamforce trailblazer Experience, or dreamtx for short. Now, this is my seventh Dreamforce with Salesforce, but this one certainly looks a lot different than it did in the past. Now, DreamTX is a completely reimagined Dreamforce experience for our all new work from anywhere world. Congratulations on being part of our inaugural DreamTX audience. This is the first conference that I have hosted in my slippers and four feet away from my Nespresso machine. So I have to say I'm pretty happy about it. Now, before we get started, I have to remind you that you're going to experience a ton of amazing content and innovation today. But please make all of your purchasing decisions based on products and features that are currently commercially available. Now, I am very excited to be joined by my co host for today, the one and only Julian Walker. Hey, Julian. Happy DreamTX and happy holidays.

Thank you, Nelina. And happy holidays to you too. Hi everyone. I'm Julian Walker, a product marketer here at Salesforce, and I am so excited to be with you here live from my home in Oakland, California. Now, I've been at home or Salesforce for two years and I have to say this is officially my second Dreamforce and. And I'm pretty pumped. It may not be that in person gathering that we're all used to, but this virtual format opens up new doors for us. Instead of reaching 170,000 people in San Francisco, we're now able to connect with so many more of you. And I also want to take a moment to say thank you to our educators, our first responders, healthcare workers, parents who are juggling it all, and to you for tuning in and opening your home office to us to share some Salesforce magic with us all this week. We're so grateful and thank. And like you, Nalina, I'm also grateful to be wearing slippers and have a steady supply of caffeine at my fingertips. And that brings me to something I think we should all discuss right here, right from the start. You mentioned it before. This is a reimagined experience because we are clearly in a very unique time. But that doesn't mean There aren't silver linings that come with it. Hosting in my slippers and sweatpants is definitely one. But being at home every day has really allowed me to discover some hidden gems in my own neighborhood. For example, I discovered my new favorite coffee shop this year. They write personalized handwritten notes on every cup, which gives me a little encouragement and that extra spark of joy. Perfect way to start the day.

You're right, Julian. Especially now during this holiday season, I think it's important to look at the positive side and be thankful for the little joys that we've discovered. So to all of you out there watching with us today, please share in the chat something positive that's unexpectedly come into your life in the past year.

That's right. We want to hear from you because the next four days have been designed and developed just for you. We're bringing you demos covering an amazing range of industries, interests and innovations. And we'll hear from some very special guests, including Dr. Astrid Fontaine, Corinne Skyler, Snoop Dogg and Martha Stewart. And our very own Ebony Beckwith and the one and only Malala Youhsafzai. Also, I hope you're ready to rock because we have exclusive performances throughout the from the Roots, Arcade Fire, and the Dreamtx band. On top of that, there will be plenty of inspiring conversations with Salesforce and industry leaders and of course, plenty of trailblazer love. You're all the reason we're here, so, you know, we gotta have some of that. And throughout the day, Nelina and I are going to be with you, live right here every half hour, delivering some fun and some surprises.

That's right. And every day of Dreamtx will be built around a central Salesforce theme. Today's theme is Customer360. So throughout the day, you'll have the opportunity to learn, engage with and experience all of the ways Salesforce can help you unite your business around your customer to create the best possible experience for them. Okay, Julian, are you ready to get today started?

Oh, yeah. You know I'm ready.

Let's do it. So to lead us through the next part of our morning as we explore Customer360, join me in welcoming the one and only Chief Marketing officer of Salesforce, Stephanie Buscemi.

Hello. Welcome to Dreamtx. I'm Stephanie Buscemi, Chief Marketing officer here at Salesforce and excited to connect with all of you virtually today. This has been a year like no other. Every aspect of our work has changed from the way we work to how we need to lead and care for one another. And Dreamforce is no exception. This year we have reimagined Dreamforce to be most relevant to the world we live in today. We will inspire you, delight you, educate you, give back and create opportunities for you to connect with one another. Think of it as Dreamforce season. As we have been meeting with thousands of customers over the recent weeks, delivering personalized Dreamforce experiences and heard from CEO Marc Benioff in an earlier keynote. The message is clear. The world has changed and our path forward is together. Our success will be achieved together. Let's take a quick look at the highlights of the keynote with Mark.

I want to welcome you to Dreamforce 2020. We're coming together in new ways and that's what this Dreamforce is all about. Doing everything from anywhere. Dreamforce inspires me and I'll tell you why it inspires me. Our trailblazers, you've guided us towards customer360 and now we're making our platform even stronger. We couldn't be more thrilled to have Slack part of Salesforce.

You guys invented the cloud and Slack.

I think has done a great job in taking that context, the decision making and bringing it to the applications.

You put those all together and you.

Really have the opportunity for end to end digital transformation.

Salesforce Customer360 is the answer. It's how you can go digital fast. With Hyperforce, you can make Salesforce your engine for growth. Trailblazers are using this year as an opportunity. An opportunity to overcome that adversity and accelerate that move into digital.

In a crisis like this, a leader can become paralyzed.

It's overwhelming.

You have to move, take action, be.

Innovative, reach out to partners as I did with you. Keep doing the great work.

And thank you to all the Salesforce employees who are on the team helping America get through this pandemic.

Thank you Governor. We need to position and create an opportunity for you. Our trailblazers for the future. Sarah, can you tell us a little bit about the future?

COVID 19 has accelerated the digital imperative for both the and the private sector. That's why we launched work.com and salesforce anywhere back in March.

Today I am excited to introduce to you Einstein Automate.

Making every experience intelligent with complete end to end automation from the front to.

The back office that is going to enable every trailblazer to create the future. Well, sustainability is very important. Adrian, you've been so inspiring to me and my ideas of having a net zero company. Well, I'm excited to see Bentley move in that direction as well.

The once in a lifetime opportunity to really Transform the direction of this company and set it up for the next decades and century. We're going to make full use of the new Salesforce360, which is really inspiring in itself.

You know, with school and work now from home, AT&T's 5G and fiber broadband, you know, it's powering our lives and we're all living on our phones. Let's learn about how they did it.

Jeff and the team at AT&T have a vision to deliver a world class customer experience that's simple, seamless and fast. With Salesforce meetings, reps see relevant customer data on a single screen. And this video call is engaging for everyone. Customer experiences are now simple, seamless and fast.

We're trailblazers together and I'm inspired by so many of you all over the world. Thank you each and every one of you. Nothing is possible without you trailblazers. This is just the beginning of Dreamforce.

I love that keynote because in a world of endless video calls, Salesforce breaks the norm, bringing fun and inspiration online. Mark spoke to us live from Salesforce park and from the heart on the company. Our customers and our community. Underscoring success together is our path forward. So powerful success together comes in part from the tremendous innovation within the Salesforce Customer360. It is enabling customers around the world to get to a single view of their customer across sales, service, marketing, it and more to deliver truly personalized customer experiences. Salesforce is the world's number one CRM and 21 years in the making. The core value proposition of the company has never changed. 21 years ago we set out to make it easier for Salesforce to better engage with their customers. And now today Salesforce has expanded its portfolio to ensure every single customer touchpoint is connected and personalize to deliver the best possible customer experience. We put the customer at the center of everything we do. And what truly differentiates the customer360 is not only the best in class applications for sales, service, marketing and all customer facing touchpoints, but that AI and automation are built right into the platform and you are able to easily build your own customized apps for your business on the platform. And with Mulesoft and Tableau you can integrate your data from any source, analyze it and take the next best action. We all know that one of the most common pain points of businesses is siloed teams and data. How can you deliver a great customer experience if your data is trapped in different systems? You just can't. With Customer360, you can connect your company data across all your departments. And provide a single source of truth from for every customer. And empower your employees to deliver relevant customer experiences and build lasting relationships. This global pandemic we're all living through has accelerated the need to be all digital and meet the changing needs of employees and customers. With Customer360, you can easily integrate our products and see strong ROI quickly across your entire business. And we just announced our definitive agreement to acquire Slack. Together, Salesforce and Slack will transform the way everyone works and empower millions of developers to build the next generation of apps. With clicks, not code. No matter your company size, no matter your industry, customer360 can scale and flex with your needs, which has never been more important than now. And we've also announced Hyperforce, our new infrastructure across Salesforce. Powering all apps in the platform. You can build new processes and get your business growing faster. We're truly committed to our customer success and have built the technology resources, experts, and a huge community of global trailblazers to ensure every customer success. And I'd like to introduce one of our customers, Bentley Motors, who is accelerating their business with the power of the customer360. They're bringing their luxury showroom experience directly to their wider digital audience. 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 pandemic that accelerated so much change. We need the right skills. We need 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, but 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 a single source of truth that allows us to create extraordinary experiences for 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 crew. 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 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 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.

Now that was an inspiring story. I am thrilled that we have with us Dr. Astrid Fontaine, board member for people digitalization and IT at Bentley Motors. She's here with us to share Bentley's story of how they're growing their business with the customer360. Welcome Astrid. Thank you for joining us today.

Well, thank you very much, Stephanie, for having me here today. And of course, at Bentley, it's all about the extraordinary customer journeys. And if in the past those journeys were very much based on the physical interactions, right when the customer walked into the dealership, when they for the first time sit into their car, or when they came to one of our events or visited here, the factory and crew, that world has transitioned tremendously over the last couple of months. So in nowadays world, we have to consider a lot about the digital interaction with the customer. So it becomes a very hybrid world. And in this hybrid world, we still want to create an extraordinary journey. And in order to do so, we need to bring all of these touch points now together, the digital as well as the physical. Because only then can we create something that becomes very personal and very customized and creating a very seamless, simple, but on the other hand, just sometimes amazing and surprising journey for them.

Astrid, this year we've seen business models have changed dramatically. How has your team changed the way it operates and adapts to the new normal.

Well, I think for over 100 year old company the change was quite dramatic. So our office practices had to change for over 50% of our people within five days. To move from always being on site to all of a sudden always being remotely. I must say I'm really proud of the team here on how they managed this transition. It is really amazing when you see how fast people can adapt to change. Taking everything digitally. Nowadays, all of our workshops, our meetings, our board meetings, everything is run on the digital platforms. And I think it's not just that we interact digitally. More important to me is as well that the processes are moving end to end digitally. So that's as well where we need to connect all of our activities, touch points, for example, especially with the customers, to make sure that the data is coming together, that we know what every part along the customer journey has been. In touch maybe with a customer and to get one point of truth regarding each and every one of them, where they are, what they need and what they want from us as a brand and as a service provider to them. But along me briefly coming back as well to my colleagues because they are also at my heart as much as our customers. And for our colleagues it meant going remotely, giving them more flexibility, giving them a chance in this crisis to as well care for others. Out of the sudden, I think for all of us it became normal to hear the kids screaming in the background, hear the dogs barking and seeing people sitting in their kitchens or living rooms. I think it has all brought us as well a little bit closer. But the thing that we need to take care of now is to make sure as well that we keep the human touch as effective and productive. This way of working is. We should not forget as well, we need to connect on a human base, see us from time to time and making sure that there is a clear connectivity between and our fabulous brands.

We know a huge benefit of customer 360 is that it empowers teams to work as one. Can you speak about how your digital transformation as an organization is enhancing how your teams work with each other and with your customers?

I think when we look into the interactions with the customers, it is not just us, it is an ecosystem, right, that comes together here to create those extraordinary journeys I talked about. It is the manufacturer as much as the retailer, as much as service points, as much as people, for example, as well out in the accessories world or in the events business. And it is this underlying platform that you just spoke about. It is where those processes are getting connected. The data is coming together. When we talk about customer360, you get the finger point of truth where you know, well, this customer has been interested in this and this maybe on the Internet. That customer has been in touch with the retailer on this and this. So it becomes a holistic picture. And all of a sudden we are able to create for them a journey that is so personal to them and it feels so human as well in the way on how we approach them, how we talk to them. Because in the end, I think that's as well the experience that all of us made over the last couple of months, right, we all were customers in a digital world. And what we appreciated most were the companies that were seamless to work with, but also knowing us and knowing our needs and taking care of us. And that's exactly what we at Bentley want to be for our customers together with Salesforce and the Customer360 solutions.

Astrid, thank you so much for joining us today. We really appreciate you sharing your experiences.

Thank you very much, Stephanie. It was a pleasure.

Now let's take a virtual walk around Customer360 and dive a little deeper into the connected products and services that help put your customer at the center of everything you do.

Hi, I'm Jodi Farrar. Now that you understand the value of Customer360, you may still be wondering, what do all of those icons mean? Who's the person in the middle? Well, I'm here to help answer those questions with a brief description of each of our connected apps and services that make up customer360. Let's start with who's in the middle. This actually represents your customer. Customer 360 was designed to unite all of your departments around the customer with a single source of truth so that you can deliver those connected experiences your customers love. Now, starting at the top with our best in class sales technology, which automates many processes so that your team can be more productive and actually close deals even faster. With service, you can deliver a consistent service experience across your customer's preferred channel, whether online, on the phone, in the field, or even with a chatbot. With intelligent marketing automation, you can create better customer relationships by delivering personalized campaigns and journeys, which means you deliver the right message on the right channel at just the right moment. With our commerce technology, you can create personalized shopping journeys and remove points of friction, even if a customer starts their shopping journey on one channel and completes it on another. With Tableau, you can visualize rich data analytics from any data source and turn those into actionable insights. We also recognize that some of your customer data may live in different systems. With Mulesoft, you can integrate data from any source so that important information is always available in one place. With our flexible platform, you can tap into low code, no code, custom built applications, all designed to help support your business and it needs. We also offer industry solutions and tools, which means you can tap into the best of Salesforce technology, but all tailored for the unique needs of your industry. You can also upskill reskill and train your employees, your partners and even your customers with custom learning that's fun and engaging. You can empower your employees with built in collaboration tools and purpose built applications that allow them to work together in real time from anywhere. We also hope that you'll tap into our robust ecosystem of partners. This is thousands of apps that can help you customize your Salesforce experience for even greater value. With customer success, you can also tap into support plans, expertise and professional services. Our people are truly the best at helping you maximize the value of Salesforce. Now at the center of customer 360 is intelligence. You may have noted the number of times I talked about automation, personalization, streamlining. That's because all of this is built on artificial intelligence with the idea to help you better engage with your customers more effectively and efficiently. We made it all the way around. Back to you, Stephanie.

Thank you so much for that Customer360 overview. Before we close out, let's hear from some of our trailblazers and Salesforce champions on how they bring their company and customers together with customer360.

We work in a world that's highly integrated.

I mean it is. Where do you keep track of it?

How do you understand who's doing what?

When Customer360 came out, I actually remember just wanting to like jump in the air. In order to be successful, you'd have to know who your customers are.

Customer360.360 allows us to advance the relationship.

From the first touch all the way.

To close and beyond.

It really did give us that 360.

Of our customer to help us determine.

The right next action to take. Salesforce is our single source of truth.

Single source of truth. Single source of truth.

Being able to have everything in a centralized location is key. It allows you to slice and dice, feed other systems.

Because of the platform, we're able to.

Take control of our own processes and.

Build an ecosystem system that is just.

Incredible for our company. Salesforce is this unbelievable tool. It's a creative outlet. It's quick, it's efficient, it's collaborative in nature. It does everything.

It's everything what I need in my.

Business and in my life. Thanks for joining us today. I hope you'll check out the agenda for the next four days of DreamTX and join us. Let's learn and get inspired together.

Thank you Stephanie. And hi again everyone. For those of you just joining, I'm Julian Walker, normally a salesforce marketer, but for Today, I'm your DreamTX MC.

I'm Bethantha, Senior Director of Messaging and Engagement for the UK and Ireland and I am your other emcee for the day.

Now, Nelena, that look back at Mark's keynote really got me excited all over again, especially the news about our intent to acquire Slack. Having one interface for all of our services is huge. Now I'm a little bit of a customer service nerd, so I was pretty excited to see Service Cloud workforce engagement in action in that keynote. Being able to capacity plan with Service Cloud is going to be a game changer for our service leaders.

I agree, Julian, and I love Stephanie's overview of the Customer360 just now. Customers, like all of you, really put into perspective the power and the value that it offers. Customer360 is more important than ever in this digital world. Take the retail industry. E commerce is just the norm for commerce in 2020, and the brands that are standing out right now are the ones that are delivering personalized experiences for their customers. Now we'll Talk more about Customer 360 throughout the day, but let's take a quick look at what else we can expect today. We have a ton of amazing episodes to choose from, all custom built for this experience. So after each break with your fabulous hosts, just choose the channel your episode is playing on to the right of our window.

And your learning journey can go further than that. At DreamTX, we're thrilled to announce our first ever Virtual Dream Quest. And it starts here today. For all of you watching, whether you want to completely transform your career or reskill at your current company, visit us at Trailhead, our free online learning platform that empowers you to learn new skills for today's new normal. And the best part is, it's fun. As you learn, you earn points and badges. You can start your Dream Quest Learning Journey and enter for a chance to Win an exclusive DreamTX T shirt by visiting the URL below.

But wait, there is more. We're also going to be joined by Live with Chef Hawa Hasan, who's one of the most exciting chefs and entrepreneurs on the planet right now. She's going to share her story with us and take us on a cooking challenge. And she'll be cooking dishes on the fly based on your direction. So that's right. We're going to be surprising her with a few mystery ingredients for you to choose from that she'll have to use in her latest recipe. So polls for which ingredient Hawa has to use will be on Twitter, so make sure you bookmark the Dreamforce handle.

I cannot wait because I am already feeling hungry. I'm kind of the ordering takeout kind of guy. So Howa's cookbook is a huge kitchen inspiration for me. And after we cook and eat, we've got some more fun, so make sure to stick around because the amazing and legendary roots will be closing out today. I cannot wait because I'm a huge fan. I've got Questlove's book right behind me. And finally, to anyone watching on Twitter, LinkedIn, YouTube, Facebook, head over to dreamforce.com to catch the rest of the show. All right, we got you going to your next episode, so go ahead and we'll see you soon.