Fitbit at Dreamforce - "Be a Customer Trailblazer" with Marc Benioff and Special Guests | Salesforce

I'm going to tell you an amazing story about this company that makes these amazing smartwatches and fitness trackers that's changing the lives of so many people. How many people here wear a Fitbit? Isn't that incredible? Look around. Amazing. It's an incredible company and we're going to look at Fitbit. We're looking to look at the marketing and service and apps, clouds. And we're going to hear from their great CEO. James park is sitting here next to jp. So let's take a look at this incredible company, Fitbit.

You put the device on, you go out, you walk, you exercise in every aspect of that journey, you feel fulfilled and gratified along the way. We have one of the largest databases of health and fitness information in the world.

The personalization, in terms of the insights, what we know about you, how we can guide you on your fitness journey, that's where it gets really exciting.

We're collecting so much data. AI is going to be a huge part of Fitbit. So we really want a partner who has the vision and the roadmap to get us to where we need.

As you think about customer journeys, first identifying all the various touch points and how do you bring a level of consistency and uniqueness to that experience.

To do that at scale, you need technology that supports that. And that's where I think it's such a great partnership with Salesforce. Connecting to your customers in a whole new way is exactly what we've done.

Sales, cloud, marketing, cloud, service, cloud, all those things have allowed us to scale, not only in supporting the customer, but now helping with our community and customer journeys.

We now have the ability to speak to that consumer once we've converted them as a customer and then guide them on that journey at every single touch point along the way. And that's incredibly powerful.

The goal really is to be personalized on a one on one basis. When somebody pairs their product through our app, that fires out an API call to Salesforce to then start that journey behind the scenes. We are now firing out an email using Salesforce to have sort of a summary of the first things you should learn about this specific product. And then from there we use the product called Journey Builder that now has all these rules around. Great. Has Dave added a friend yet? Yes or no? If yes, do this. If no, do some other action. Once you understand the customer better, we can personalize the communications and the guidance to help them achieve exactly what their health and fitness goal is.

I don't have to spend hundreds of millions of dollars on Television advertising to bring in new customers. Because I have this massive platform that I can tap into whenever we have a new product release, a new accessory or a new.

I think Salesforce helps a lot of.

People be their best.

When customers do reach out to us, we have a suite of tools embedded into the Salesforce service console that allows agent to actually see what your tracker history is and to see what the customer's order history with us is all within the service console.

We're able to get at that in real time and we're able to point out trends, both what's already happened and what we think might happen in the future.

We're a company that's built on data and you're talking about, you know, tens of millions of consumers. Consumers and the ability to be incredibly efficient in driving a new product release and driving sales of that new product. How do you use that data? How do you deliver in a really effective way? Higher Salesforce, there's nothing better than that.

All right, isn't that an awesome story? Great, great story about a great, great company. And now let's hear from Stephanie Buscemi. Stephanie, welcome to dream. Please welcome Stephanie.

Thank you. All right, our third, our final and most fantastic story of the day, Fitbit. How many of you out there have a Fitbit device on? Yes, I have mine on. I wear mine all the time. What I love about Fitbit is it has completely transformed the way that we manage our health and fitness. I count my steps. I'm healthier for it. But the truth of the matter is that Fitbit is so much bigger than just how many steps you've walked and how long you've slept. Fitbit has a higher purpose. They are here to make the world a healthier place. They are truly customer trailblazers. They are thinking about the world of healthcare in a whole new way. And they're doing this together with Salesforce. We're blazing new trails. Together with Salesforce, they have figured out two very important things, that if they can keep every single individual motivated and inspired, they'll be healthier people. And they do that by creating one to one customer experiences. They engage with their customers every single single step of the way on their healthcare journey. They do that with Journey Builder together delivering over 3 million one to one customer journeys per year. And all those customer journeys translate into over a billion customer interactions. Now it's not just about how they're engaging. They also know this is about delivering amazing support and service to their customers. And they do that with the service cloud, with the service Cloud, they're able to address over 40,000 service cases per day. Now with Fitbit and all of you out there, we're all about getting closer to our customers. To do that, what do we need? We all need data and we all need insights and we can do that with analytics cloud Einstein Analytics Cloud Einstein are all those wave analytical applications that you know and love for sales, for service, for marketing. But now they're smarter because we built predictive capability into them. In addition, we heard you, you told us make it easier to get the data in. Well, we've now built self service data prep right into the product. You don't need it, you don't need an analyst. You can bring in data and marry it with your salesforce data with clicks, not code. And it was built mobile first, so it continues to be available to you and now on Android too. So if it wasn't enough just for analytics cloud to get a little bit smarter, it's now marketing cloud. Marketing cloud Einstein is enabling every marketer out there to be their best and deliver those predictive one to one journeys. They can do it on an integrated digital platform. Think as marketers. The proliferation of channels that we have at our disposal, email, social, mobile, web, iot and the list continues, all of that integrated together. So you can orchestrate this at scale, you can do that on mobile. They're all mobile apps and we're very excited with our intent to acquire a leading data management platform. Crux. What does crux mean for all you marketers out there? It means that it will extend the capabilities of the marketing cloud. All the targeting and segmentation will get that much richer for consumer profiling at scale. That's the power of all of this. And last but certainly not least is with service cloud, you heard it with Einstein, those agents are supercharged out there because those agents now those cases are automatically routed to the agent. They're intelligently routed to the agent and the agent knows what to do with it now because there's predictive recommendations built in. And with the announcement of live message, you have two way conversational messaging that's taking service from being transactional to being conversational. Let's see what this looks like for our friends at Fitbit. Okay, two things. Fitbit wants to make sure they're engaging you at every step of the way and delivering great service. It starts with all of their marketers every day in the marketing cloud. Right here you have the marketing cloud in front of you. And this is the Journey Builder canvas. The beauty of the Journey Builder Canvas is it allows you to orchestrate the entire life cycle of engaging with your customer, whether you are trying to attract new customers, whether it's the acquisition of that customer or all the way through to onboarding and support. You can do that right here in Journey Builder. Now let's see what that looks like for me. I, in preparation for Dreamforce, treated myself to this new Fitbit device here. What happened there in Journey Builder? Well, it created a trigger welcome event. I received a welcome email. Now, how many of you open 100% of the emails that you've received before for a product or service? That's what I thought. I don't open mine either. But that's okay because now with Einstein inside Predictive Journeys, Einstein's got your back. For every marketer out there who has struggled with the power of three in marketing, do we all know it. The right message at the right place at the right time, you gotta get them all right? This is called Smart Splits. Smart Splits allows you to do that. Einstein is reading all of the customer preference data and predictively suggesting here. This is the most intelligent offer for Stephanie based on her click and open rates. What is Stephanie's preferred channel? Hers is email. Mark's is social. Mark's is Twitter. But what is your preferred channel out there? And it looks at send time optimization. What's the right time of day to send that? That is the power of Einstein here. So we see that this all comes together on my phone. I told you I like email. And right here this morning I received this email. This is one of my personal bests. I sent some really aggressive goals for myself going into Dreamforce on my steps and my walking on a normal day. My whole family would tell you I would not show you these stats. But because I'm here at Dreamforce, I have achieved 21,000 steps to date. This is my 52 week high and it was last year. And you know why? Because Dreamforce is an amazing event and there's just too much cool stuff to do. So that's what it looks like for me. But it goes beyond just being able to have this. The data on my steps and my health stats. Fitbit is empowering me to use my data in new ways. I can bring that data to have a data driven conversation with my healthcare professional right here on my phone. We're going to hop into my health app. What is my health app? You're thinking my health app is an app built on the Salesforce Lightning platform and what it is doing is it's bringing patients and Providers closer together. Right here on this mobile app, I have access to a nutritionist, a physical trainer, a physical therapist, a doctor, and catch this now with Einstein, an intelligent bot. This intelligent bot is my virtual care coordinator. It is looking at all my Fitbit data as well as all of my healthcare data that I have elected to share and giving me recommendations. It's seeing I've done a ton of steps here and suggesting softer trails for me. It's telling me what to do here and making recommendations. Now it's not only smart, it's productive because it's fully integrated with my calendar. So with a click of a button, I can add this to my calendar. Now another way here that I can connect with my healthcare provider is right here at the top of the screen. With live video and Salesforce now embedded into apps, I'm able to connect with a physical therapist right here, right now and I want to show it to you. Simple click of a button right here. I've got a live video chat. This is my friend Cara. She's a physical therapist. Hi, Stephanie, where are you? Well, I'm at the world's largest software conference and want you to meet all my new friends here. Hi everyone, how can I help you? Well, Kara, I want you to tell everyone here how is live video embedded into the applications here. Change the way that you connect with your patients. Yeah. So in our industry, we actually, we like to refer to it as telehealth and what it does is it allows us to increase access to healthcare to people all over the world. That's pretty amazing. Everyone think that's pretty cool. Live video chat. I'm live here at Dreamforce. So right here at Dreamforce, I didn't have to pick up the phone or call you. We were able to make a face to face connection. I could share my data with you, but these folks have been sitting a really long time, Kara, and I was wondering as a physical therapist if maybe I could get you to lead them in a seven thinning stretch type. Sure. Do you think we could do that for the crowd? It's really important to keep the blood flowing. So everybody, I want you to take a moment and get up out of your seats. Everyone up. Put your hands over your head. All right, Big inhale. All right, Exhale. Sit down. Thank you. Car. All right. Perfect. Awesome car.

Hi everyone.

Enjoy the show. Seriously, it's a Fitbit story here. We had to bring a few steps, a few stretches into the equation. In all seriousness, look at what we just looked at here together. That was two Way conversational service. I was able to have a two way conversation with an intelligent bot. When I needed to take this to a face to face discussion, I was able to do that by video embedded right into my app. What are the things that you can be doing in your business to get closer to your customers? Now with Fitbit, they're not just doing it with the health data, they're not just looking at that, they're actually analyzing the device data itself. They're doing that because these are connected products. And what you see right here is the service cloud. And in the service cloud at the very top, a case has been generated for my device. I didn't even know something was wrong with my device, but because it's connected, it's picked this up. And now here in the service cloud that you love and know right here, the agent has everything they need to help me with this case. They have all the contact, all the product information they've had before. But now look on the right hand side, they've got Einstein inside. That agent can be their best with this. Because what Einstein has done is it looks at all the like cases like mine. I have a faulty battery and Einstein is recommending to that agent the fastest way to resolve that case for me. Not only is it suggesting how fast to do that and what's the right path, because we built macros into service cloud with a click of a button, that entire workflow can be automated for the agent. See what that looks like. Let's think about that. In the past, multiple tasks across multiple systems for that agent and now with the click of a button, what does that look like for me? I get right on my mobile phone a notification right there. With that notification, I didn't even know I had a faulty battery. A new Fitbit is on the way for me. That's amazing service. I'm stoked. This is what Fitbit's doing. It's bringing people together. I want you to meet our Fitbit customer trailblazers. And if you think this is something you want to do in your business, you're not on your own or one ohana. Give it up for our Fitbit Trailblazers in the back of the room. Thank you, Mark. Back to you, Stephanie.

Well done.

Thank you.

Great job, Stephanie. I love that new Einstein. Anyway, James, stand up. James park, the CEO of Fitbit is here, please. Welcome to Dreamforce.

Thanks, Mark.

James, it's amazing. Your company is incredible what you've done. You changed the world. You're the number one wearables capability when I went to Amazon, I think yesterday I went to buy another one of these for a friend of mine. You're the. I am a good customer, by the way. I think you're the number one watch on Amazon, not just smartwatch. I think you're like the number one watch.

Occupy some of the few. Yeah. Top spots on Amazon.

Yeah, like top fitness tracker, top watch, top pedometer. I mean, it was awesome. Anyway, you've built this amazing company. You had the vision way before everyone else in the future that everyone is connected. Give us the vision for the future, for the next 10 years. Where are we going?

Yeah. So my co founder, Eric and I started Fitbit at this point, it's over nine years ago in 2000. And like you said back then, this concept was so alien to a lot of people. In fact, when we talked with investors and advisors, they thought we were crazy. And at this point, we've shipped close to 50 million devices.

50 million devices.

Devices around the world.

That's incredible.

That's 50 million lives, people, customers, et cetera, that we can affect in a pretty meaningful way, which is impacting their health. And the mission of the company from the very beginning has been about how we use data from sensors, how we use inspiration from your friends, your family, from social tools, and guidance from coaching AI in the future to really help people become healthier. We're trying to get people to become more active, exercise more sleep, better, eat better. Recent thing that we've tried to do with our latest products is also to help people manage their stress, but because stress has a huge impact on people's health. And what we see in the future is integrating even more deeply into the healthcare ecosystem. So we want to impact more chronic conditions such as hypertension, prediabetes, diabetes, other cardiovascular conditions. We're involved in over 200 clinical trials, including a landmark study that we're doing with Dana Farber around how activity and exercise can possibly reduce the recurrence of breast cancer. So, you know, the work that we're doing and our research teams are doing really come from a customer and consumer bent. And I think that orientation can have dramatic impact on the whole healthcare ecosystem.

Well, it's an amazing company. The products are amazing. Your rate of innovation is something even Salesforce is blown away by. I mean, I just went to the site a couple weeks ago and I got my new charge two. And then I notice you have like other new trackers all the time. It's really incredible what you've done. And I wear it every day. My mom is sitting right over there. She's wearing hers. And, you know, she's always emailing me. Get out of the house. You gotta get going. So thank you for that, and thanks for everything that you've done, Jane. We're very grateful. Thank you so much.