The Salesforce World Tour London saw over 10,000 attendees filling London ExCel to learn more about the Salesforce product, platform and its future. Networking with like-minded professionals and meeting with many vendors working on the Salesforce platform, Octopus Blue CEO Andy Bailey offers his thoughts on the event.
After queueing through airport-style security for about 20 minutes (a first for me at a tech conference!) I, and hundreds, of others missed the start of the event. I joined as Craig Walker, VP & CIO Shell Downstream, Shell, was talking about how they need to continue to make their brand more interesting, exciting and fun.
“We are moving to a service that sells a commodity, Salesforce is key to that.
I want to give my customers an experience that brings back them back to my brand.”
Craig Waler, VP & CIO Shell Downstream, Shell
Next up was Julie, a Salesforce Admin. The Trailblazers gamification program has helped to encourage her to be excited about trying new experiences. After winning 185 badges Julie won an awesome admin award for 2017. I’ve always been a big fan of gamification and it was interesting to see one of the largest cloud software vendors globally using it front and centre.
Be a Trailblazer
After a musical introduction from Becky Hill and a short Salesforce film, Simon Mulcahy, CEO opened his keynote explaining that Salesforce allows you to do what you do best (I think he must have been reading the Octopus Blue website!), bringing everything together in one customer success platform. Simon also highlighted that Salesforce donates 1% of their equity, profit and employee time to charity.
Simon joined Salesforce eight years ago and as a Brit living in the US he quipped that it was good to be back to top up his accent and learn to spell properly again!
Outlining the talk, Simon spoke about the Einstein AI platform, updating the Trailblazer program with US National Park look and feel. He described a Trailblazer as a pioneer, adventurer.
After thanking the partners, customers and employees, Simon sang Salesforces plaudits – fastest growing top five company, the innovator of the decade! With core values of Trust, Growth, Innovation and Equality, Salesforce aims not just to make the best software, but to be the best software company.
With 75 billion ‘things’ connected we are truly in the Fourth Industrial Revolution. When you go to Amazon and get other predictive recommendations, it ruins it for their competitors. We are in the age of the customer…the customer is at the heart of everything we do.
The Age of AI
Einstein took complexity and made it simple, e=mc². Salesforce claims to have done the same with CRM, taking the hassle so you don’t have to.
With Einstein, they offer predictive insight into your customers. Partnering with IBM Watson who gives predictive insight into third parties.
There was a very slick demo whereby a thunderstorm was predicted by Watson and Einstein sent out messages and suggestions to customers and prospects who may be impacted by this.
Internet of Things
Nina Bhatia, Managing Director of Centrica Connected Home joined Simon to talk through a very interesting use case. Hive’s mission is to give their customers great control over their homes and lives through connected technology. Nina believes that by 2020 the smart home will be as ubiquitous as the smartphone. I don’t share her optimism on the timeline, however, what I saw looked very exciting.
Lucy, the customer in this demo, has just bought a new flat. She doesn’t know anything about Hive and Hive don’t know Lucy. Using the Salesforce Marketing Cloud, Hive can seek out lookalike audiences. Lucy is browsing for home furnishings and sees a Hive ad. As she clicks through, Marketing Cloud can tell that Lucy is a new customer so leads the ad with a Hive Starter Pack. Data is showing that customers resembling Lucy are likely to by a Hive Thermostat. Lucy takes a photo to check compatibility, is given the ok and orders.
After a confirmation email, Lucy downloads the app and can start using Hive straight away.
“Salesforce helps us to make the most of the Internet of Things and transform the homes and lives of our customers.”
Nina Bhatia, Managing Director of Centrica Connected Home
Every sales process starts with a lead; a webinar is a great place to start. With a sign-up form generated by Salesforce, Einstein collects details of their browsing history to find out more about them. Einstein Score then assigns a score based on the prospect’s likelihood to buy, allowing sales teams to focus on the strongest leads and increase conversion rates.
With the browsing history, Einstein can also recommend which products the prospect is most likely to buy, sharing with the sales team for review before sending a proposal to the prospect.
After the keynote I joined the exhibition floor to speak to the dozens of software vendors partnering with or built on the Salesforce platform; ERP systems, Sales Accelerators, Connectors, Business Intelligence and more. You’ll be pleased to know that several of these will also be popping up on the Octopus Blue network soon…watch this space!
Octopus Blue. The business software experts.
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