disruptive innovation in 2016

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  • Not Everything That Disrupts is Disruptive. The Future of Customer Relationships.

  • Jeremy Waite Head of Digital Strategy, EMEA @JeremyWaite Jeremy.Waite@Salesforce.com

  • 1. Work harder than anyone else.

    2. Be better prepared.

    3. Have more research up your sleeve.

    The Best Business Advice, Ever.

    @Tom_Peters

  • Companies are no longer competing against each other, they are competing against speed. Marc @Benioff

  • CLAYCHRISTENSEN

    INNOVATION CAN HURT, IF YOURE NOT THE ONE DOING THE

    DISRUPTING.

    DISRUPTIVE

  • +

  • Apps Analytics Community Marketing Service Sales

    Connect To Your Customers In A Whole New Way Customer Success Platform

  • 16 Years of Disruption & Technology Shifts

  • We Help Your Customers Love You

    Build Profitable Relationships, Faster.

  • 1MPH $200m

    1% $3Bn

    0:03 $256Bn

    Machines should be nothing more than tools for extending the powers of the humans who use them. Thomas Watson Jnr.

  • David Marcus CEO $FB Messenger

  • 80% EXECUTIVES ARE

    OVERWHELMED.

    75% EXECUTIVES ARE

    EMOTIONAL.

  • UNKNOWN KNOWN 1 : Many Marketing 1 : 1 Customer Journeys

    Building Loyal Relationships, Faster. From Personification to Personalisation

  • 77% OF CONSUMERS DONT WANT A

    RELATIONSHIP

    WITH A BRAND.

  • Image by @JeremyWaite | Originally Created by Bloomberg Businessweek @BW | Data: @Interbrand

    2000 2001 2002 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015

    Best Global Brands 2000 - 2015 #1

    #2

    #3

    #4

    #5

    #6

    #7

    #8

    #9

    #10

    Food, Drink & Tobacco Technology and Electronics Business Services & Diversified Automotive Media and Telecoms | | | |

    COCA-COLA

    MICROSOFT

    IBM

    INTEL

    NOKIA

    GE

    FORD

    DISNEY

    McDONALDS

    AT&T

  • #FaradayFuture

  • Affordable transportation as reliable as running water. Everywhere. For everyone.

    NOT DISRUPTIVE

  • UBER IS THE MOST

    ETHICALLY

    CHALLENGED

    PETERTHIEL

    COMPANY IN SILICON VALLEY.

  • "We're in a political campaign, and the candidate is Uber and the opponent is an asshole named Taxi. @TravisK

  • UBER IS THE MOST

    IMPORTANT

    COMPANY

    BILLGURLEY

    EVER CREATED.

  • BANKRUPT

  • 2016 is the year that traditional businesses will fight back. Forrester

  • Avis Budget Group Inc. $CAR v @Uber Drivers Disrupting Yourself

    Yahoo Finance

    1Billion Rides via

    1M Drivers (Dec 2015)

    [Over 50% businesses use

  • How Does UBER Work?

  • Customer Experience

  • Disruptor Story My Trip to Copenhagen

    Focused on Experiences Environment, Feeling, Context

    Focused on Tasks A to B, Collect Money

  • Your Customer How Do You Fair?

    First account

    Education funding

    Car financing

    Marriage

    Property

    Short term investing

    Savings

    Budgeting

    Variable payments

    Daily cash

    Long term investing

    Fixed transactions

    Retirement planning

    Wealth transition

    Bill payments

  • Precision Marketing Building A Customer Company

  • Unified customer view Apps built disruptor fast

    Cloud Mobile Profile

    Personal

    Connect the total lifecycle Machine learning at scale

    Big Data

    Predictive

    Enriched profile Employee productivity

    Communities Sales Service Contextual

    Proactive insights flow to everyone

    Analytics Journeys Flow

    Proactive

    Precision Marketing Building A Customer Company

  • Theres No Such Thing As @Scobleizer

    #BigData

  • 5B Smartphones

    by 2017

    550M+ Social Networks, Blogs & Forums

    (inc. Dark)

    Monitoring Customer Journeys Volume. Velocity. Variety. Veracity

    2.5 Quintillion

    bytes of data every day

    Social

    Customer Purchase

    Connected

  • Monitoring Customer Journeys Building A Customer Company in Real-Time

    Real-Time Events

    Rich Contextual Data

    101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001101110110001000111110100101010101100001001011011100010000100010001

    Analyse

    Compute The Perfect Response

    Deliver The Precise action Proactively and In Context

  • Customers Are On A Journey 90% of the consumer buying journey now crosses 5 channels. Google

  • TECHNOLOGY IS

    NOTHING.

    WHATS IMPORTANT IS THAT YOU

    WONDERFUL STEVEJOBS

    HAVE FAITH IN PEOPLE, THAT THEYRE BASICALLY GOOD AND SMART, AND IF YOU GIVE THEM TOOLS, THEYLL DO SOMETHING

    WITH THEM.

  • One Sentence Business Model

    Im going to do ,

    to make better,

    as measured by ,

    and is worth .

    Created by @JeremyWaite

  • THE GOAL IN BUSINESS IS NOT TO

    SIMONSINEK

    TO PEOPLE WHO NEED WHAT YOU HAVE IT IS TO DO BUSINESS WUTH PEOPLE WHO

    BELIEVE

    SELL

    WHAT YOU BELIEVE.

  • thank y u

    @JEREMYWAITE | @SALESFORCE | SLIDESHARE.NET/JEREMYWAITE

    Spark?

  • Watch. Read. Follow

    @JeremyWaite