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Big Data and New Customer Experience Daniel Chang, Ed.D. Sr. Director Business Development, Salesforce.com [email protected]
| Date post: | 06-May-2015 |
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Big Data and New Customer Experience
Daniel Chang, Ed.D.
Sr. Director Business Development, 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
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
