Big Data and New Customer Experience

Daniel Chang, Ed.D.

Sr. Director Business Development, Salesforce.com

daniel.chang@salesforce.com

$1B investment

50M visitors per year

120,000 visitors per day

40 Square Mile Park

Parks

PARK TICKETS

Rides Restaurants Stores Hotel

ROOM KEYS CREDIT CARD WALLET

GPS

FAST PASS+

Parks

PARK TICKETS

Rides Restaurants Stores Hotel

ROOM KEYS CREDIT CARD WALLET

GPS

FAST PASS+

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

Parks

PARK TICKETS

Rides Restaurants Stores Hotel

ROOM KEYS CREDIT CARD WALLET

GPS

FAST PASS+

Cloud Social Mobile Connected

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

Little Things can make a BIG difference

Philips Success Stories

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

Little Things can make a BIG difference

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”

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

Behind every is a customer. thing

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

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

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

TRUST – Security and

Privacy

Salesforce1 Platform: Connecting Everyone and Everything

Fastest Path from Idea to

Next Gen Customer Apps

Scalability

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

TRUST – Security and

Privacy

Salesforce1 Platform: Connecting Everyone and Everything

Fastest Path from Idea to

Next Gen Apps

Scalability

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

TRUST – Security and

Privacy

Salesforce1 Platform: Connecting Everyone and Everything

Fastest Path from Idea to

Next Gen Apps

Scalability

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

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

New England BioLabs Success Stories

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

Little Things can make a BIG difference

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

the Cure it discovers

the Live it saves

the Customer it serves

It’s not about the technology. It’s about

the it creates

Little Things can make a BIG difference

Little Things [ ] can make a BIG difference