Salesforce Communities Keynote: Put Your Customer in the Driver's Seat | Salesforce

To kick off a keynote is to start with a message from the legal team that just, you know, a great way to crush your keynote. But I've been told I get a little excited during these keynotes. So please make all your decisions based on what's in the currently shipping product. And with that, let's move on. First, I need to say thank you. I need to say thank you to everyone here. Without you, without your passion, without your feedback, we would not be here today. And I just need to say thanks. It's been awe inspiring what you guys have helped us do. Thank you. I also need to thank you to all the community Cloud Trailblazers. We have been doing this for four years. We launched in 2013 and we have been connecting customers all over the world, across all different industries and companies, large and small. And now you have connected over 200 million active community members into this platform. Thank you. Community Cloud Trailblazers. What an amazing, amazing milestone. As a product leader, I couldn't be more proud of what we have accomplished together. And there's no better way to tell a story than with your customers. And we have three great community cloud trailblazers here today. Farmers Insurance, Bill and Melinda Gates foundation and and Ducati are here to tell their stories. And we are going to have a lot of fun telling those stories. And I got to tell you, you need to pay extra special attention to the Ducati presentation because they have something very special called the Ducati experience that they're going to reveal today. So stay tuned. Now, why are we all here? Why are we at Dreamforce? And I tell you, there is a change going on. I think we all know it. It's called the fourth Industrial Revolution and it's being led by, by artificial intelligence. There is a big change going on. I know our history lesson here. There's things like the steam engine, it all started there. Mass production, electricity. And if you're in my era, obviously in computing and all the changes going on, but there's been a big change going on with AI. And I tell you, the customers are expecting a whole new set of experiences right now. They're expecting things that are smart, friction free, always on and connected. I mean, if you think about what's happening today in the market, think about a Tesla. The car drives itself. Amazon completely reshaped the shopping experience. And Fitbit, I mean, it's not a tracker. It's a global community inspiring you and driving you to help you reach your goals. Customers are expecting a whole new level of experience. Now I have the coolest job in the world. I get to go and meet with all of you all the time. And customers tell me three things. They say, hey, one, how do I build an awesome customer experience? Two, it has to look like my brand has to be pixel perfect. It has to look awesome. And three, I need to get it done really fast. Help me bridge that gap, help me get over to there where that customer is. They're smart, always on and connected. That's where I need to go. I need to seize that next opportunity. And that's what the customer success platform is. At Salesforce, for 18 years we have been building this platform driven by your input where we have awesome things like Trailhead, Einstein and Lightning helping drive the next level of success. And our market leading apps like sales service, commerce and marketing cloud, all working together to help you realize that next opportunity. Now at the center of it all is Community Cloud. This is our product, this is what you guys have helped us build. And it's there to connect your CRM to your customers, partners, employees. Community Cloud builds those digital experiences. That's what we have done together and it is really, really cool. And I tell you, we have so many great stories to tell at Community Cloud. There's no better way to tell what you do at Community Cloud than through our customers. Like for example, Adidas, Adidas with B2B commerce. They are connecting thousands of retailers together. Where those retailers can go and reorder their products, get their fall, winter, spring lines, they can get support, they can get their latest marketing information. Or Cisco, Cisco put together an employee portal for disaster recovery for hurricanes Irma and Harvey where employees could go and get help and give help and they built it in 24 hours. How amazing is that? And then Western Union, which I love this story. Western Union has reimagined their whole business using Salesforce and Community Cloud. They built a marketplace to connect payers and payees together, taking advantage of all the latest technology to help drive their business to the next level. So many different stories now. How do you get there? How do you get there fast? Well, there's two great ways. One is what we call Lightning Community Builder. It is declarative drag and drop and hooks you right into CRM so you can build those experiences. And two, we have a global network of partners who've been building lightning bolt solutions. A lightning bolt solution. Think of it this way. It's templates and themes and brands. It's kind of like if you went to a website builder and you said, oh, I want to start a website. We let you Build a website that's mobile responsive, but it's hooked right to CRM. It has business logic and it gets you jump started fast. And now it's on the app exchange under the bolt store. Okay. And you do all this with the world's number one community platform right here. It lets you build your customer portals, your self service communities, your forums, your employee Internets, help desks, connect your dealers together into a PRM solution. All this is done with community cloud. Now you all know that Salesforce, we do three releases a year and we have done an unbelievable job this year. I couldn't be more proud of our engineering product teams, the best engineering we've done and we've unleashed a whole new wave of innovation that we are going to show you today. Cannot wait to show this off. And the best way to do this is with our customers and Farmers Insurance and they're here today to help us tell your story. Farmers has been connected to their customers in a whole new way using sales cloud or service cloud, our customer portal and something new that I'm going to show you called Lightning Flow. Now first let's watch a video. Let's queue up that video.

Farmers is based around agents in communities.

Knowing customers and it has been there for customers for 88 years.

Insurance is emotional. It's about protecting the things that matter most in your life.

I started in the insurance business as a claims adjuster. There's lifelong relationships that are formed. We're trying to create fantastic relationships between our customers and our agents and we're trying to do everything we can with technology to support that relationship. When I started in the industry, everything was handwritten and then it was the ability to type, call an 800 number and the average time to report a first notice of loss was about 12 minutes. Expectations have changed and we have to deliver our services in a different way. Salesforce can help us expand our view and really think about how we can imagine the future and how we can serve our customers better. The collaboration with Salesforce was critical because our redesign of how we look at taking a first notice of loss that's completely compressed that experience into a couple minutes and has really enabled a customer to feel more part of the process and it produces the exact same outcome.

I don't think we're in a world anymore where you have the business and you have it. We are all working together to achieve the same goals of providing the best experience for our customers that's possible.

When a customer buys into your brand, when they buy into Farmers, they're buying.

Into that value proposition.

And they're also buying into the community.

And what community Colorado provides us is the ability to grow and expand with the need on each and every interaction, whether it's on a mobile app or whether it's actually in person. But it also provides provides us an ecosystem to learn. There's a lot of conversations that happen where my farmers it group understands what's going on even outside of our industry. To make our industry even better.

Bringing all of those things together to actually think about how the customer experiences us through whatever the particular journey is is incredibly powerful.

We're in an on demand world now and we need technology to help accelerate those relationships and at the end of the day, deliver for our customers. Customers.

Awesome. How cool is that? Farmer Insurance 89 year old company. I love the passion connecting to the customers. Now let me tell you about something new we call Lightning Flow. That's going to help farmers connect to their customers even faster. Let me introduce this. So Lightning flow is processes. It's business processes that you can embed inside a community cloud service, cloud, any lightning app. Now, business process could be, I'm sure we all use them every day. Change a beneficiary, add a driver, change my account. These are processes. And we use lightning to build very visual, engaging processes, all on our process automation platform. And you probably don't know this, but today we process over 100 billion process actions every month on our platform. And with the addition of lightning Flow, you can now build these very visual engaging your customers and you can embed them in any experience. Now there's no better way to show this off than just to do a demo. Let's get Anna up here and Anna's gonna show a demo of how farmers a vision of how farmers can take this to the next level. Anna, come on up here.

Thank you.

All right, Anna, thank you.

So I am so excited to show all of you how farmers engages every single customer. And today we're actually going to be focusing on one customer in particular. Her name is Stacy. And Stacy is a mom of a 16 year old who just got her driver's license. So Stacy happens to be a very cool mom and she got her daughter a car. But before she hands over those keys, she wants to make sure that both the car and her daughter are insured. So what's the first thing she does? Well, she pulls out her phone and goes to the farmer's self service portal. Here we can see a beautiful branded experience and it's personalized. She can see registered vehicles, her policy, recent Activity and if we go up to the top, she can take action. Now today she's going to add a car. So she taps add a car and she's able to add information about this 2015 Subaru Outback, which she's very excited about. It's actually a really nice car for a 16 year old. I'm pretty sure that I didn't get a car at all. So she's adding in the information about the car and she's also able to take a photo of the VIN number and upload that as well. She clicks submit and she's done super easy. And right there, embedded in that customer self service experience. Adding a car is one thing, adding your daughter can be a little bit emotional. This is a big step and she wants to make sure that she gets it right. So what she's able to do is reach out to a customer service representative through Live Agent embedded right in this portal experience. Jason is a customer service representative. They talk back and forth and he's like, you know what, Stacy, I've got you covered. I'm going to help get your daughter covered. It's insurance humor and just a few minutes, I'm going to make sure that your daughter has the insurance coverage she needs. So how is Jason able to do that so quickly? Let's take a look at what he sees. Now. This is the service console that is customized for a customer service representative like Jason. He's got a 360 degree view of the customer. And if I can direct your attention to the upper right, he's got community360. This lets him know which articles Stacy might have read in the community experience or if she's asked any questions to make sure that their conversation is super relevant. But today he's adding a driver. So he taps add driver. He fills in the basic information, first name, last name, relationship, and when he clicks next, after he gets her birthday in there. And by the way, these are the demo drivers who are making this Happen. Our demo DJs, DJ Peter White and DJ David Green. They look amazing. So Jason entered in the information and what does he see when he clicks next? A prompt. Which car will Hannah be driving? Well, it's not going to be the Tesla and she didn't get her motorcycle license, so it's not going to be the Ducati. But we see that Subaru Outback that Stacy just added in the customer self service experience available here. And the reason we have this seamless customer record is because it's all on one platform. So he selects the subaru Outback and the driver has been added. There's a lot of people in this room. Some of you might be wondering how hard is it to add a process? Does it take a lot of code or is it simple? Well, Mike introduced Lightning Flow which is process automation built on the Salesforce platform and it uses all the power of lightning and components to make it easy to drag processes into the experience. So I'm going to go to the Lightning Community Builder and here we see that customer experience. We see the layout down the middle on the upper left in the Community Builder we can see the ability to add components. We can see, check out the branding panel too. You can change the colors, you can change the logo. We won't do that. But if you go to the Lightning components and search for flow, you are able to see the new Flow component. And dragging that component on, we are then able to select the process that we want to add. We already added a driver, we've already added a car. Good student discount. Stacy just bought a pretty expensive car. She's going to need some money back. And just like that it has been published to the community. So let's go back to the portal. Here we have the same portal but with a new process and let's go ahead, let's get that student discount, right? So we tap into good student discount. All of Hannah's information is pre populated right there. Does Hannah have over a 3.0 GPA? Obviously we click yes and we then go to the next step where a farmer says, you know what, that's great but we'd like for you to verify that. Please give us her report card. So like any good parent, Stacy has that in her photo library. She gets Hannah's report card. She's taking BC calculus and organic chemistry. Really advanced for a 16 year old. We click submit and just like that the process is completed. Good grades really do pay off. What we've seen today is how farmers does an incredible job of engaging their customers and also how Lightning Flow will help all of you engage your customers as well. Back to you, Mike.

How cool was that? Way to go. I love the demo DJs. You know, let's have Ron Guerrier come up here. Ron, come up here and you tell us a little about what's going on. We need the experts now. You saw Anna do it. So Ron.

Yes.

Just tell everybody a little bit about this project and what you guys have been doing with Salesforce.

So great question. Well, thanks Mike for giving us this opportunity to tell our story. Continue the conversation. Last Year, our CEO Jeff Dailey was on stage talking about it. So to be able to continue the conversation is great. And Anna, great job. Round applause for Anna.

Yeah. That was awesome.

That was awesome. It's not easy so quickly. Farmers is 90 years young is the way I put it. Two World War I vets started insuring farmers down in Southern California, opened an office in la and through strategic acquisitions, we grew and grew and grew. But the technology didn't keep up with the growing. As you would understand, everything was siloed and how we engage the customer was kind of bifurcated. And so what we were looking for is a platform that looks across other parts of lines of business, which is very important. So we started the journey a couple years ago, doubling down on that and improving our processes along the way. And the last thing I'll say to that is that we are customer centric agent powered. It's very important to us. And customer centricity is driving a lot of the stuff we're doing today.

It's amazing, that journey. I mean, I've learned a lot talking to you and your team. Kai and Ali. Ali have been great. What I get asked by a lot of folks all the time is what are the key lessons and learnings that you get from a project like this? Maybe you could share one or two of those.

The biggest learn. And again, this is a tech conference, but I'm going to talk about something that's not even technology based. It's the psychology of change. There's a lot of change going on, disruptions about us. And so our goal is to make sure we disrupt ourselves. We have to. Insurance industry is changing a customer's needs, are changing the combat on your phone. The experience is very important for us. So we have to make sure we get that right. The other part is getting the business peers to really understand. Amanda spoke of that. Jeff Dilley has spoken about that. But for me as a cio, biggest win is when I'm sitting in the room and the business is debating technology. They understand it and the conversation is more about how do we execute upon it. At that day, I'm just sitting there jokingly as eye candy as they debate that. And I'm just sitting there drinking a latte and enjoying my day.

That's how I do it. So, last question.

Yes.

What's next?

Oh, there's a lot going on right now. We're working on a lot of innovation. We're working on different things. After Hurricane Harvey, we learned from that experience. We deployed drone technology out there to kind of survey after Irma as well the fires in the area. So what we're doing at Farmer is we're constantly evolving and changing. We're making the right investments. And the three things I'll say that's very important to us is we need a simple platform, something that's easy to use, configurable. The second thing is we need something that's trusted availability optimization but trusted data, very top of mind. And the third one is the systems have to be proactive and personal. My son also just started driving, turned 16. He doesn't know where he puts his shoes, but I trust him to drive to school. It's a weird feeling. But with that being said online, if I post that he's driving, my farmer's agent that has a trusted relationship with me knows that. So how do I make that whole community support me in what I need to do?

That's really great feedback, Ron. Thank you for being here and sharing your story.

Thank you.

It's really been a lot of fun. Appreciate it.

Thank you.

Okay, thank you, Ron. All right, our next story, this is going to be really cool is with the Bill and Melinda Gates foundation and they are doing some super cool things. I'm sure you've heard about them. But what we're going to talk today is about their education initiative and they've been spending hundreds of millions of dollars on education research to help students success in post secondary education. And we're going to talk a little bit about today about how they're using community, cloud, self service, community and something new called Einstein Answers to connect those educators with all that great research. Now today for the first time, really, we're going to talk about something called Einstein Answers. We have been working on this for at least two plus years and it is a personal passion of mine and I'll tell you why. I know that getting a community started, particularly one that's connecting people together, can be hard. You have to drive engagement, right? And there's always a lot of great experts there. There's a lot of great conversation, maybe there's a lot of great articles and knowledge, but how do you connect it? And it can be tricky to get that all going at the right time. We introduced Einstein Answers, which is artificial intelligence that's there in your community to answer questions using those conversations, that knowledge, research and all your CRM data to help connect the dots. Now I think the best way to talk about Einstein and our community is to bring Heather Hiles and Kimberly Phillips up here and let's talk about what the Gates foundation is doing, and then we're going to show you an example. So, Heather and Kimberly, in case a lot of folks may not be familiar what you guys are working on, could you tell everybody about what's going on? Oh, yeah, we forgot the microphones.

Hi, thanks for having us. So the Bill and Melinda Gates foundation does a lot of amazing things all over the world. Specifically, though, with US Programs, we focus on American based education and our team is working and focused on post secondary success. So that means we're trying to help make sure people who have the option and inclination to get a college credential can get a college degree and be prepared for the future of new economy jobs. So right now we know probably on the low side of the estimation, at least 11 million people by the year 2025 will find themselves on the wrong end of being prepared for new economy jobs unless we do something different. And so we at the foundation are really investing in helping colleges and universities graduate more folks and prepare people for the new jobs that are coming online.

You told me a little bit about how much money you guys are investing.

Yeah.

Unbelievable stat.

Yeah. So we've invested about $900 million just in post secondary success right now. We're not finished yet, honestly. So when all is said and done, we'll probably have invested over a billion dollars. And then our K12 colleagues have. Well, Bill just announced a commitment of $2 billion more for K12 education.

Thank you, Bill. Kimberly, thank you, Bill and Melinda. Tell us how you're putting this together.

Yeah. So this community is a place where we can share information and drive collaboration across our network. We have a national audience of higher ed institutions and partners that can now share knowledge and expertise while they're innovating together. It's pretty impressive. Our goal for this community is to actually ensure that every practitioner has the opportunity to.

Connect.

Connect, basically, yes. And to do so with the information they want as quickly and fast as possible.

And we want to connect all that great research to all these educators. And so today, what we did, and we're going to show it right now. DJ Peter, can you pull that demo up? I want to show you an example, kind of a vision of how we can use Einstein answers to do this. So this is your education community. And let's click on the digital learning topic. We'll jump into that topic. It's obviously a very busy topic. I think a lot of people have questions about this area. Lots of people following it, the experts. And Peter, let's ask a question. I'm sure all of us have done this at some point. You've went to a forum somewhere, you asked a question, looking for an answer. And I have a question. This is one you told me about. Like, what's the right mix of in person education versus online? And so ask that question. And what's happening behind the scenes is Einstein is looking for the answer. Einstein is combing through all of that research, and here it comes, the answer. And it's not necessarily another conversation. It's connecting the answer from the knowledge article that you guys produce. Let's go into that knowledge article, Peter. This is using the latest techniques in deep learning and machine learning. And what it does is it actually finds the actual answer and highlights it in the article so that the educator knows exactly where to look. So, Peter, can you go back? What do you guys think about that?

Mike, that's amazing. I am really excited to implement that when it's ready.

Well, you know what? Guess what? It's in pilot today. So you're going to be on the pilot, I guarantee you, especially since you're here today with us. But it does one more thing, and that is there's really three pieces here. It looks for answers, but it also identifies experts because we want to connect not only the research, we want the practical implementation of that. So we found an expert called Yuri Mincke. And of course, because it's a community, you can connect with Yuri so that we can build knowledge with all of your experts to augment that primary research you're doing. That's Einstein answers. Great.

That's incredible. You know, the power of machine learning really excites us. We are so excited to ensure that we leverage this by connecting as many people to as much information as possible so that our systems get smarter, our practitioners get smarter, and our students become successful.

And your practitioners can spend more time doing what we want them to do is helping those students be successful.

And that time is the essential essence, essential issue here for us. You know, educators, students. None of us have enough time, advisors, et cetera. And so the faster we can bring the best information about the highest fidelity implementations of digital learning or other kinds of important practices, the better.

This is great. Thank you guys so much.

Thank you.

Thank you. Okay, so I talked about Einstein answers, which we, you can tell, are very passionate and excited about. And our engineering team has done an unbelievable job bringing that forward. But Einstein has been part of Community Cloud since day one. We've been able to identify top questions. We deliver over 100 million recommendations every week on the platform. And this year we're going to introduce, in addition to answers is sentiment analysis. So you can take the pulse of your community, your users and your content all pulled together. This is going to be the power of Einstein. I think it's going to revolutionize how you connect with your customers, partners and employees. Einstein has also been part of the employee community journey from day one. Now we have a long, rich history in building and connecting employees, employee social Internet, employee help desks. And this year we are introducing two super cool things. First is Quip. And the secondly is My Salesforce. And let me explain how many people here have heard of Quip. I hope a lot of you have heard it. Look, look at all those hands. Quip is an amazing team collaboration platform built around documents. I mean we planned our entire Dreamforce on it and we've hooked it right into the heart of the employee community. Chatter and Salesforce. So you can connect that real time document collaboration with everybody so your team can jump on and know exactly what they're doing in that context. And secondly, I'm sure we've all used Salesforce one, which is now My Salesforce. How awesome would it be to have your own My Salesforce with your brand and your features. And that's what my Salesforce is. We will help you. We will create this with you and you can publish it or we will publish it for you out to the app stores, right? And now your employees can have their own My Salesforce but with your brand and your features and super excited about this. I've had so many people ask me about this over the years and our mobile team has put this together. It's fantastic. Okay, now our last story for today is our friends at Ducati. And Ducati is using the full spectrum of community cloud and it starts with connecting their hundreds of dealers together so make sure they can sell more of their awesome motorcycles as well as connecting all of those enthusiasts and those owners together in a community to promote and reinforce what they're doing with this. They're going to be using two amazing new capabilities that we've put together. The first is dynamic theming and audience targeting. So Anna showed you a little bit about this and I talked about it before, but we have something called the Lightning Community Builder and this is everything you need to build these pixel perfect experiences from out of the box templates with layouts to to all the Lightning components. So you can build it right into the CRM system and just drag it onto the page. Our CMS Connect which is new this year where we can hook it to your existing CMS system and bring your branding assets so you don't have to copy those over and get started even faster. And now with audience targeting and dynamic theming, you control the look and feel based on who's coming to the community against their CRM profile. And we're going to show you this in the Ducati demo. And finally we have an out of the box CDN to make sure you have speedy global performance. All this put together in the lightning community builder to make sure you could build that pixel perfect experience. The second big thing is now that you have an awesome experience with communities, why don't we hook it to marketing Cloud so you can drive engagement? And that's what we've done. Introducing Community cloud plus Marketing Cloud. We've hooked them together so you can build personalized journeys on your community with Marketing cloud. So think of it this way. Somebody joins the community, I can send them a welcome journey or maybe remind them to come back or maybe notify them that something really cool has just happened. In addition to that, I can package up journeys into a campaign and give them to my partners or my dealers so they can run those campaigns with a full power Salesforce, Community cloud and marketing cloud together. Now again, there's no better way to show this than do a demo. So let's get Anna back up here and let's show you an awesome demo of how Ducati is using Community cloud and Salesforce. Anna?

Yes.

Thank you, Mike. Super exciting. So I think most of the people in this room have heard of Ducati. It is an amazing world recognized brand and I'm so excited to show you exactly how Ducati is able to take that brand, bring it to life, connect it to every single customer one on one, and then partner with a global network of dealers to get to market. So let's go ahead and pull up the demo now. Today I will be playing the role of Sophia, who has the pleasure of managing a Ducati dealership, Ducati Mountain View. And every day I go to my Ducati dealer portal. It gives me a complete view of my business. I can take a look at my sales by month, my customer sales index or even sales by category, my product mix. So let's take a look at how bike sales are doing. And I'm a little disappointed because we did all right in June, but the last few months I've been struggling a little bit and November is my opportunity to hit all of my targets and become really successful. And what's lucky for me is that I have a secret weapon it's under the tarp for those of you wondering. But that secret weapon is, for the Ducati fans in the room who already know, is that Ducati launched an incredible product Yesterday, the Multistrada 1260. Now, the Multistrada 1260 is a bike that is designed for travel and touring and it is perfect for Northern California. I know that when it gets onto my lot and customers see it, it's basically just going to drive itself off. But the key thing for me is how do I make sure that I get the word out? Well, what's great is that the marketers at Ducati HQ have created a packaged campaign that I can execute locally. Let's check it out. So the first thing they've given me is some guidance. What is this campaign all about? How do I execute it? And there's a little bit of a sneak preview. Here's what an email looks like, here's what a community or a text message might look like. So it's great. I feel really comfortable. The next thing I have to do is build my target audience. So Multistrada 1260, highly anticipated bike. It's designed for touring and travel. Well, this is the perfect upgrade bike. So I'm going to go ahead and select existing travel riders. The next kind of rider I have that I think is going to be actually perfect are the riders who take their bikes like a Panigale onto a race track. These are sports enthusiasts and a Panigale is beautiful if you want to take it around a track, but you might not necessarily want to take it on the open road. So this is a cross sell opportunity. So I select the sports riders and just like that, I've started to build out my list. It's got some prospects, some customers and a huge sales revenue opportunity. Now, if I wanted to, I could customize the campaign a little bit, add a value added statement, or I can launch from here. Now, some of the marketers in the room might be wondering what's under the hood of this. So really the reason it's possible to have a sophisticated campaign is because this campaign is brought to life with the full power of marketing cloud. It is complete, it is sophisticated. Its first stop, which I will point out again later, is a text message. But really, this campaign is not something that I, as a Ducati dealer, would necessarily be able to craft on my own. However, the marketing experts have been able to package it, deliver a turnkey solution for me to make it easy and simple to execute. There's more. Not only am I able to execute a local campaign. Ducati has given me the ability to ensure that every single touch point on that journey is personalized. So, for example, let's say a prospect visits a Ducati community. It's beautiful, it's branded. They can find local events, go to a Ducati store, find. Find a dealer. But what happens when they log in? As soon as someone authenticates into that experience? This is the audience targeting, by the way, that Mike was talking about. As soon as they log in, the experience becomes tailored for them. Now, this is a panigale rider. So we see that the entire experience is focused on racing. We see his or her Iot data with that bike, the odometer, when the next service visit should be discussions that are tailored for that panigale rider as well. All of it personalized to him. And we see that the entire look and feel has changed as well. And that's the dynamic theming. So do you guys want to see what this customer journey looks like from end to end? Yes. Okay, let's see.

Ciao, ciao, ciao. This is Paolo here in the back of the room.

Hey.

Italian by birth, Ducati lover since I was 16 years old. But I'm not the star here. This baby is the star here. Isn't she pretty? Look at this. This is the Panigale final edition. Let me tell you a little bit about this bike. It was actually launched in California in Pebble beach three months ago on July 7th. I was there and I saw it and I had to buy it. I mean, look at there, right? So I've been riding and enjoying this ride so much. But yesterday, as some of you may know, actually Ducati launched the new line for 2018, and there is this bike I really, you know, catch my eye. And it's called the multistrada 1260. That's an amazing bike. I'm a track rider, but I enjoy the Canyons as well. The Multistrada feels like the perfect bike for me. So here's this. Somehow this morning, I received a text message on my phone. You can see it right there. And I tapped on it, and guess what happens? It's actually ducati inviting me 24 hours after the announcement is inviting me to test ride the new Simultistrada. I'm all about it. I'm tapping on it, and I log in into the community experience, which is tailored for me as a panigale rider. It's actually right there. You see it? But there's a notification there. Let me tap on the notification and see what happens. They invite me to do the test ride. I tap on it and I fill out the form. It's actually for right now. I'm just gonna go right now to actually test drive this and I'm definitely bringing a friend along because just in case I buy it, someone else has to ride the other bike back home.

Right.

I add it to my calendar and I just go straight to the Mountain View dealer. Right? And of course, Sofia is an amazing dealer and she already prepared the bike for me. She knows I'm coming and the bike is right there. Do you guys actually want to see this baby? Are you excited about this? Drum roll, please. Voila. Isn't she pretty? This is a spirit. Perfect. I love this. It's so beautiful, right? I have to have it. I don't even test ride it. I'm just going to buy it.

Right?

Apparently I have that kind of money and. Just kidding. It's fantastic bike. What happens here? I'm just going to go. I'm going to go for my first ride. I'm going to go around North California and then. I'm so excited. I love it so much. I actually want to share all my experience in the community. The Ducatista community.

Right.

So what happens at this point? I pick up my phone and as soon as I pick up my phone, there it is. Dynamic theming. Now the entire community experience is tailored for the new multi strata. Isn't it great? This is how powerful the community cloud is. Not just that, this is a smart bike connected to my smartphone. The entire ride is already downloaded in the community and I can share it with my Ducatistas. It's absolutely fantastic. I'm going to even invite them for a ride for next weekend. We're going to go to Eat Alice's restaurant, which is popular spot for the riders. Right? Isn't it amazing? This is so smart. This is fantastic.

And there's more because not only is Paulo the happy owner of a multistrada 1260, but as the Ducati dealer, let's go ahead and refresh and see what this has meant for me. Oh, my gosh. In one day, I have hit all of my sales targets. It's so good. High five.

There you are.

But this is what happens when you bring the power of an amazing brand, an amazing product and amazing campaigns together. Thank you.

It's fantastic, guys. This is amazing. It doesn't actually look like. But I do build products for Salesforce as well. But there is a person I really want you to see on stage and we're going to invite in a second to talk. He's actually the brain behind this whole architecture, this old vision. And directly from Borgo Panigale Bologna, we have the pleasure to have former CIO of Ferrari, now CIO of Ducati, Pier Giorgio Grossi. Give me a hand, please.

Thank you for buying the bike, by the way.

Absolutely.

You want another one?

Look at this.

Yeah, it's great.

So first question, how many bikes can you give me for free?

For free.

So here's Giorgio. We're going to talk a little bit about the architecture, but Ducati is an amazing brand. It's the Davide and Goliath and the motorcycle racing people know for the sport, for the racing, right? Yeah, but you do a lot of other things. What is Ducati about? And maybe introduce yourself a little bit as well.

Sure. Okay. My name is Pier Giorgio, the Chief information and Digital Transformation Officer at Ducati. Whatever digital transformation means. I don't know if you know, but please send me an email in case. Well, to describe Ducati, we usually use three words. There are style, sophistication and performance. As we are here at the community cloud keynote, I had also a passion as Ducati, and community has a lot to do with passion. We are an Italian company fighting with the giants, as you said. But we are getting bigger. We are now selling more or less 55,000 bikes in more than 90 countries. We consider ourselves not just an automotive company. We are more about fashion, entertainment. As educati is not just a vehicle, but it's passion is entertainment, it's fun, it's adrenaline. It's also pride to own such a piece of art. As you said, our DNA is in racing, by the way. Next weekend we will have the last race of MotoGP and we are fighting for the championship. So please cheer for Dovizioso Forza Dovi and let's see what happens. What we do is getting all the innovation that we develop in the racetrack and we put onto those bikes. No matter if it's a matter of performance or it's a matter of rideability, of safety and of electronics, it's fantastic.

Pier Giorgio. We started riding back in the days in which really the brand was about the motorcycle. Right. But technology came along and now you experience the branding all day long through connected devices, connected communities. So there are challenges and there are opportunities. How you think about it?

Well, okay, we are kind of focusing our strategy, our digital strategy on four pillars. The first one is about our supply chain and factory. I mean, we have to produce bike and so that's an important for the company. The second one is ourself is the Ducati employee. We want tools and systems like community cloud because we need to get smarter, faster and autonomous. We need a lot of speed, a lot of mobile stuff if you want to compete. The third one is of course the bike you talked about, the konnected bike. We want to enrich and extend the experience of the rider, not just when he's riding, but thanks to digital we can expand in time and space relationship with the bike. Just because she's connected, because she's a lady. And as names. Sometimes I don't know if you give names to your bike.

Yes, I do, but I'm not gonna share it with you. Okay?

Okay. And so connecting the bike means giving a digital soul to the bike. And this means having a bigger community. So not just Ducatisti, not just Ducati, not just our dealers, but also the bike in the community. The last pillar is of course our customers. We are lucky enough not to have just customer, but to have fans. And we want to know them. We want to have a 360 degrees view of the fans so that we can deliver the best experience, the best services, the best content in the right moment.

Charger, we've been very lucky, I've been very lucky to partner with you and you know, start building and thinking through all the experiences. But you are a seasoned executive, a seasoned cio. What's your experience with Salesforce? Why did you choose Salesforce? Why did you choose Community Cloud?

Okay, well, with my team that's there by the way. Ciao guys. We are working on what we call Ducati digital platform upon some again pillars. It has to be data driven, API driven, safe, cloud, mobile. And so we within that, I mean Salesforce and all the clouds. Salesforce are the right partner to do that. Plus as a IT manager, I want to be sure I'm not the bottleneck of the company. I want to be sure that I control something like data, like safety, like privacy, like some rules. But I want to be sure that the team in Ducati can be fast, can be autonomous, can be lean and can go after their business without me.

Giorgio, we really can't thank you enough to be here and share all your experiences with us. Thank you so much.

Thank.

Pier.

Paulo Pier. Giorgio, you can't say that enough in one sentence.

That is true.

I've heard that the ultimate way to experience Ducati is to go to a race.

Yes.

And I think we have something special. And do you want to tell everybody what that is?

Sure.

Okay. So being part of a Race. Being in a race weekend is something that, I mean, you can buy, of course, but if you want to be in the garage, to be with the team, to be in the place where nobody except Paolo and myself and some colleagues here can come, well, you have an opportunity. Right. So you have to look under.

Yep. So here's the deal. Somebody in this room is going to win the ultimate Ducati experience. You're going to get to go to a MotoGP race and get full. The full experience. Get kind of the, The. The access. Exactly.

With us.

And I look under your seat, there should be a red envelope and somebody here is going to get that. I don't know where it is actually. Somebody got the red envelope. When you get that red envelope, grab it and come on up to the stage and we'll get you all sorted out. Thank you so much, Pier Giorgio Ducati for this awesome experience. And Paolo, fantastic. I love seeing you in that suit. Where is that red envelope, somebody?

Just don't be shy.

Don't be shy. Not thinking I wave it or come back in a minute. We can't wait to see who won that. Okay. All right, thank you guys so much.

Thank you.

And I just have two last things. First, thank you to everybody. The community cloud trailblazers, Farmers Insurance, Bill Melinda Gates foundation and of course Ducati. What a great set of stories. We've learned so much. And also, if you want to see more, we got a lot more. Go and check out our community cloud station just across the street. We have Ducati's here, we have Farmers Insurance.

There's.

We have all sorts of great stuff. And of course, the campground. Where is it? We got it. Oh, we got a winner. Grant. Fantastic.

Come on, right over here.

We'll get you sorted out. Or you can come up on stage even. Congratulations. I hope you know how to ride a Ducati. Fantastic. Thank you, guys. Thank you for everything.

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