Saleforce big data and the new customer experience
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Big Data and New Customer Experience
Daniel Chang, Ed.D.
Sr. Director Business Development, Salesforce.com
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$1B investment
50M visitors per year
120,000 visitors per day
40 Square Mile Park
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Parks
PARK TICKETS
Rides Restaurants Stores Hotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
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Parks
PARK TICKETS
Rides Restaurants Stores Hotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
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Parks
PARK TICKETS
Rides Restaurants Stores Hotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
Velocity, Volume, Variety
~up to 3PB of Data ~3,000,000 of GB
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Parks
PARK TICKETS
Rides Restaurants Stores Hotel
ROOM KEYS CREDIT CARD WALLET
GPS
FAST PASS+
Cloud Social Mobile Connected
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Personalized: “Happy Birthday” or “Happy Anniversary” future vacation packages and special
Personalized Offers
Building Lifetime Value…
Winning the Hearts and Minds of Disney Visitors
Real-time, Reliable, Secure and Convenient
Turning Big Data into Great Customer Experiences
1:1 Experience
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Little Things can make a BIG difference
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Philips Success Stories
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1:1 Experience
[100M] Delivering 1:1 Experience at the Scale of 100M
Ecosystem Helping People to Have a Much Healthier
Life Style
Turning Big Data into a Tool of Engagement
Turning Big Data into Great Customer Experiences
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Little Things can make a BIG difference
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Third Wave of Computing: “Internet of Things”
LAN/WAN
Client
Server
Millions
SNA
Mainframe
Terminal
Thousands
LTE
Cloud
Cloud . Mobile . Social . Connected
50 Billion Connected “Things”
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1T Connected
Sensors
Convergence of Disruptive Technologies
Social Mobile
Connected Cloud
50B Connected Products
4.5B Aggregate
Social Users 5B Smartphones
by 2017
58% Faster
Deployment
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Behind every is a customer. thing
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Engage Customers in an Entirely New Way
Connected
Customers Serve Customers
Everywhere
Connected
Service
Sell 1:1 from
Anywhere
Connected
Sales
Market 1:1 in the
Digital World
Connect Customers
Everywhere
Connected
Marketing Connected
Products Connected
Employees
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A Whole New Customer Experience
Systems of record
(Big) Data Anonymous
Transactions
Mass Marketing
Users
Systems of engagement
Conversations Known
Relationships
1:1 Experiences
Customers
Internet of
Customers Internet of
Things
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Salesforce1 Platform APIs
Salesforce1 App
Force.com Heroku ExactTarget
Fuel
Sales
Cloud
Service
Cloud
Marketing
Cloud AppExchange
Custom
Employee Apps
Customer &
Partner Apps
Salesforce1 Platform Services
Your Customers
Introducing Salesforce1: A New Platform for Building Customer Apps
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TRUST – Security and
Privacy
Salesforce1 Platform: Connecting Everyone and Everything
Fastest Path from Idea to
Next Gen Customer Apps
Scalability
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Privacy Compliant: EU Safe Harbor certified and verified by a third-party TRUSTe
Certified Secure Data: Data is certified for security, availability, integrity, confidentiality and privacy
Secure Information Processes: Full ISO27001 certification covers individuals, processes and
policies and IT systems of both Internal Systems and the salesforce.com application
Secure: Continuous third-party certification for system security using industry leading standard.
Privacy Compliant: Independent verification that salesforce.com complies to German and
Japanese data privacy laws
Personal Data Compliance: Certified compliant EU Directive on the protection of personal data
Secure Web Browsing: Certified to support SSL 128-bit VeriSign transmission level security
Approved for US Government Agencies: 1st vendor certified for FedRAMP for Software-as-a-
Service (SaaS) and Platform-as-a-Service (PaaS)
The #1 Cloud Platform Certified for Security and Privacy
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TRUST – Security and
Privacy
Salesforce1 Platform: Connecting Everyone and Everything
Fastest Path from Idea to
Next Gen Apps
Scalability
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The #1 Cloud Platform for Enterprise Scale
uploads
App Store
Downloads
Posts
Shares
Transactions
Searches
1,000,000
100,000
47,000
3,600
2,000,000
685,000
Platform Transactions 60% Y/Y Growth
bill
ion
s/q
uart
er
Over 86B transactions
/quarter
Transactions Per Minute
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TRUST – Security and
Privacy
Salesforce1 Platform: Connecting Everyone and Everything
Fastest Path from Idea to
Next Gen Apps
Scalability
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Salesforce1 Platform: Fastest Path from Idea to Next Gen App
App Idea
Build
App
Idea
Buy & Setup
Hardware
Install
Complex
Software
Define User
Access
Build & Test
Security
Make It
Mobile &
Social
Setup
Reporting &
Analytics
Build
App
Legacy Platforms
App
6-12 Months?
Cloud Social
Mobile
Connected
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Market Share #1
Leader
Enterprise Application
Wave for Rapid Developers
Wave for Coders
Wave for Application Deployment & Delivery
2,000 AppExchange
Apps
Apps built on the Platform
4M+
Records Stored
72B
AppExchange Installs
2M
1.5B Transactions Per
Day
The #1 Cloud Platform by Gartner, IDC and Forrester
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1:1 Experience
Delivering 1:1 Experience
to Scientists around the
Globe
Trends Discovering Trends
and Patterns
[100M] …at Geographically Dispersed Locations
Ecosystem Connecting Legacy and
Siloed Environment with
Cloud
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Little Things can make a BIG difference
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It’s not about the technology. It’s about
the it creates
Thomas Staggs, Chairman of Walt Disney Parks and Resorts, AllThingsD D11 Conference
May 29 2013
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the Cure it discovers
the Live it saves
the Customer it serves
It’s not about the technology. It’s about
the it creates
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Little Things can make a BIG difference
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Little Things [ ] can make a BIG difference
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