Salesforce for Platform

Transforming the Digital
Customer Experience
The Future of App Dev and IoT
sbrotzler@salesforce.com
Stefan Brotzler, Regional Vice President, Platform

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Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Forward-Looking Statement
Statement under the Private Securities Litigation Reform Act of 1995

Game-changing speed of innovation
AI, Robotics and the IoT are transforming digital customer experiences
Fourth Industrial Revolution
1st Industrial Revolution
Steam
2nd Industrial Revolution
Electricity
4th Industrial Revolution
Intelligence3rd Industrial Revolution
Computing
1700s 1800s 1900s Today

IT's New Mission: Transform Experiences for Everyone
IT must deliver transformation for both customers and employeesIT’s New Mission: Transform Experiences Even Faster
Both customers and employees demand new experiences
Employee
Experience
79 78%
See our second annual “State of IT Report”
Available for free at: https://www.salesforce.com/form/pdf/2017-state-of-it.jsp
Contextual
Moments
Omni-channel
engagement
Customer
Experience
Intelligent
Experiences
Modern, Mobile
Apps & Experiences
Automation &
Intelligence
Integrated Front
and Back Offices
See IT as the
main enabler of
customer
initiatives
Digital employee
projects increased
in priority
%
ITOrganizations

2020 1b+
Global workers
will alter
behavior
because of AI
30%
Web
browsing will
be without a
screen
20%
brands will
abandon
mobile
apps
100m
consumers
will shop in
AR
80%
cars & homes
will be
connected
Today
75b
Connected
Devices
6b
Mobile
phones
Every IT department must embrace emerging technology, automation, & speed
IT Must Modernize, Automate, and Deliver Faster

Legacy Paths to Transformation Are Too Slow
IT spends more time with infrastructure than with delivering business transformation
Legacy Platforms
Network Infrastructure Operations User Experience Apps
Transform ation
Innovative PathsLegacy Paths
Transformation
Operations
Infrastructure
Time
Infrastructure
Operations
Database

The Developer Gap
3x
more demand for
ITthan are being
educated
1.4M
Developer
Jobs
400K
Computer
Science Students
IT Doesn’t Have the Resources to Deliver on Every Idea

The New Way of IT Working With the Business
Trailblazers work together across every part of the organization
Business Users
Drag, Drop, and Configure
for Rapid Deployment
IT Developers
Program for Advanced
Functionality
Plan
Code
BuildTest
Release
IT
Organizations

For your customers, partners and employees
One Platform to build apps from Clicks to Code
CLICKS CODE
BUSINESS USERS DEVELOPERS
LOW-CODE
Toya
Gatewood
Salesforce Admin
Jordan
McDaniel
Developer & Architect
AppExchange
Lightning App Builder
Digital Experience Builder
Heroku
SG

Move Faster with AppExchange
Pre-built industry solutions built by partners available on AppExchange
4K
AppExchange
Apps
50+
Bolt Solutions
Apps + Components Bolt Solutions

The Lightning Platform
Empower Everyone to Build Apps Fast
With low-code for business users and
programmatic tools for developers
Einstein Platform Services
Build next generation AI-powered apps with
Einstein Vision (image recognition) and
Einstein Language (natural language processing)
Guided Learning Ensures App Dev is Fun
Powered by Trailhead and Trailblazers
Gartner hpaPaaS Magic Quadrant 2018
https://www.salesforce.com/form/platform/gartner-apaas-magic-quadrant-2018/
The fast, easy and fun way to build apps, websites, portals and forums
+50%
Faster App Dev

Salesforce IoT
Rapid Innovation
Trusted low-code technology allows anyone
to easily launch an IoT strategy in days, not months
Customer Context
Securely bring the full context of customer
relationships into business decisions
Real-Time Engagement
Connect with customers across any device
and revolutionize the way you sell, service
and market
Transform connected products into intelligent customer experiences

Heroku
Open
Build apps in modern coding languages
like Ruby, Java, PHP, Python and more
Scalable
Instantly scale your apps
without managing infrastructure
Secure
Deploy apps to global regions and manage
security through Virtual Private Containers
Deploy and scale apps in any language

Discover how Endress+Hauser uses IoT
data to create great customer
experiences with the Salesforce Platform

Appendix Slides
Low-Code and Product Positioning Slides
IT Transformation Positioning Slides

What can your customers do with Heroku ?
Extend Sales
and Service
Transform
App Development
Scale with Trust

Salesforce Heroku
Extend Sales and Service
Unleash your customer data in Salesforce to build engaging
experiences that harness a 360 view of the customer
Transform App Dev
Create Mobile and Web apps in any language of your choice
on a platform that developers love.
Scale with Trust
No waiting, no planning. Go from 10 to 10 million customers
with zero-touch and deliver high compliance apps with ease
Build engaging experiences around your CRM
Extend
Transform
Scale

Extend your CRM
Extend your CRM to every customer
Click based integration using Heroku Connect allows customers to
unleash your Sales and Service data for new business opportunities
Enable Customer 360 view
Multi-org sync enables teams to connect disparate data across
Salesforce orgs and external sources

Transform App Dev
Build transformative apps, fast
Build cloud native apps that are adaptable, intuitive and
easily scale with your business
Collaborate with a marketplace of experts
Plug best-in-class components from a curated
marketplace enables teams to go faster
Empower developers to be their best
Teams of developers build in any modern language of
choice using tools they already know and love.

Scale with Trust
Achieve massive scale, instantly
Meet the needs of your most demanding, high-traffic
applications with 1-click.
Innovate faster with Salesforce and AWS
Build solutions that span Salesforce and Amazon
Web Services (AWS)
Trusted on Salesforce
Build high-compliance apps for regulated
industries such as healthcare and financial
services

The answer is
here somewhere
Not statistically
significant
Hmmm
Let’s just m ake
a decision
How Do You Drive Value from your
Unstructured Data?
Maybe trythis
This doesn’t look
right…

Build Smarter Apps with Einstein Platform Services
Empowering every trailblazer to add AI to their app
Image recognition and NLP made simple
Harness the power of unstructured data
Customizable for your business
Leverage pre-trained CRM models or train your own
Extend to any business process
Embed predictions in Salesforce workflows and apps

Embed NLP and Image Recognition into any App
Einstein Language Einstein Vision
Einstein Object Detection Einstein Image ClassificationEinstein IntentEinstein Sentiment
Classify text as positive,
negative, or neutral
Classify underlying intent in
a body of text
Extract & contextualize
objects in images
Recognize objects within
images at scale

Embed Einstein Platform Into Every App
Connect to your customers in a whole new way
Experience | Framework | Ecosystem
Clicks or Code
Create
Smart Apps
Solutions
Speed

Lightning Ecosystem
Pre-built Lightning Apps and Components
Find the right pre-built apps for the right role in any
department or build your own with pre-built components.
4 Million+ Installs
Four million+ customer installs and countless customer
reviews help you find the right resources faster than ever.
Certified Consultants and Partners
Find the right consultant or partner to help you deliver the
enterprise digital transformation you need.
AppExchange and Partner Communities
The picture
can't be
displayed.

The Age of the Customer
Smart: Predictive, personalized, and targeted
Always On: On-demand, real-time, and mobile
Connected: Data-driven, integrated, and up-to-date
Customers expect connected, digital experiences

5.5Million+
Applications
3,000+
AppExchangeApps
andComponents
10Billion
AutomatedProcesses
Running/Day
300,000+
TrailheadBadges
2,400,000+
SalesforceDevelopers
3Billion+
Transactions/Day
Companies Continue to Grow on the Lightning Platform
They deliver apps, processes, and experiences for both customers & employees

Introducing the Salesforce Low-Code Platform
Build Apps Fast for Any Employee Experience
Click-and-drag our pre-built components, or make your own,
and deliver the experiences employees need so they can deliver
to the customer.
Automate and Digitize Any Business Process
Empower anyone to use visual tools to transform any business
process, at any stage of the work stream, in minutes.
Extend & Prototype Faster than Any Competitor
One click installs any of the thousands of pre-built apps and
components from the largest business marketplace of low-code
resources.
Everything you need to modernize, automate, and deliver transformation together

Build Apps Fast for Any Employee Experience
Drag-and-Drop Tools
No coding required with the best drag-and-drop tools that
let anyone build mobile-ready apps.
Reusable & Customizable Components
Use and customize our components, partner components,
or create your own.
Modern User & Developer Experiences
Adoption becomes addiction when employees share the
same intuitive user experience across all of their apps and
developers can build with the tools and processes they
know and love.
Low-code App Development with the Lightning App Builder

Automate and Digitize Any Business Process
Visual Process Design and Management
Anyone can design powerful automation in minutes with intuitive
and integrated click-and-drag tools.
Workflows and Approval Processes
Save time by automating common employee tasks and processes
with built-in actions like send emails, notify users, or update records.
Object-specific Custom Actions
Employees become exponentially more productive when custom
actions automatically create or update records, log calls, send
emails, and more.
Enterprise Business Process Management with Process Builder and Flow

Extend & Prototype Faster Than Any Competitor
Pre-built Lightning Apps and Components
Find the right pre-built apps for the right role in a
department or build your own with pre-built
components.
4 Million+ Installs
Four million+ customer installs and countless customer
reviews help you find the right resources faster than
ever.
Certified Consultants and Partners
Find the right consultant or partner to help you deliver
the enterprise digital transformation you need.
AppExchange and Partner Communities
The picture
can't be
displayed.

2.5M+ Badges
completed 200+ Badges
available
Visit trailhead.salesforce.com
and get started today
Guided learning makes the Lightning Platform engaging and fun
Trailhead is Training a New Universe of App Builders
IoT
Basics
Platform
Basics Product
Knowledge
Liezele Dizon-Tosco
Salesforce Admin

What’s in the Lightning
Platform?

Salesforce Pioneered Cloud-as-a-Service
2009 • 2010 • 2011
2012 • 2013 • 2014
2015 • 2016 • 2017
September
2016
2011 • 2012 • 2013
2014 • 2015 • 2016 • 2017
The world’s most
innovative companies
“Innovator of
the Decade”
Force.com
2007
Platform-as-a-ServiceSalesforce.com
1999
Software-as-a-Service
LightningPlatform,
Einstein,SalesforceIoT,
&Trailhead
TODAY
SalesforceMobile
2013
NativeMobility

Gartner says the developer shortage is only getting worse
Demand for Transformation is Outpacing Resources
Transformation
Demand
Transformation IT
Can Support
5:1Transformation Gap
Graphic created by Salesforce based on Gartner Research: Gartner Press Release, “Gartner Says Demand for Enterprise Mobile Apps Will Outstrip Available Development Capacity Five to One”, June 16, 2015

Forever Living Delivers Enterprise Scale with
Heroku
Multi-billion dollar company that manufactures and sells health and wellness products
around the world
Heroku Connect customer utilizing Service Cloud to power mobile app, agent portal,
and employee view
Heroku enables processing of a large volume of data to support real-time reporting in
150+ countries
"With Heroku Connect we were able to build
and deploy our applications to over 150
countries in under 90 days. Heroku is
helping thousands across our company
analyze and action global data in real time.”
Andrew O’Hare, Executive Director of Strategic
Development & Digital, Forever Living
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
Analytics Cloud
Platform
Commerce Cloud
IoT Cloud

Leading Retail Giant Powers E-Commerce Web
App with Heroku
Global multi-channel retailer with over 800 shopping malls and online business channels
Sought development platform for greater innovation and business agility for online business
Migrated core mobile e-commerce app to Heroku for trusted growth and scalability
"Heroku give us a powerful, flexible platform
that enables us to test, learn and proceed
aggressively with new mobile ideas that
excite our customers, making shopping
more convenient and fun."
Shawn Morrissey, VP of Mobile Engineering, Macys.com
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
Analytics Cloud
Platform
Commerce Cloud
IoT Cloud

Innovating Events on a Global Scale
A portfolio of web and mobile apps rapidly build and deployed on Heroku
Allows LiveNation to focus on content and consumer engagement, not infrastructure
Rapid scaling to support consumer demand at festivals and tour launches
Heroku is LiveNation’s Standard for New Apps
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
Analytics Cloud
Platform
Commerce Cloud
IoT Cloud

Toyota Motor Europe Drives Customers
Experience on Heroku
Toyota Motor Corporation’s European operations with 31 sales/marketing orgs in 56 countries
Complex trans-continental portfolio of 40+ mission critical customer portals (www.toyota.de)
Unified all 40+ customer portals onto Heroku, with roadmap to extend customer engagement
“We rely on Heroku for 40+ mission-critical
apps, and it is helping us transform how we
connect and engage with our customers.”
Pierre Masai, CIO, Toyota Motor Europe
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
Analytics Cloud
Platform
Commerce Cloud
IoT Cloud

Align Technology Brings their Portfolio of
Apps to Heroku
Medical device company considers IaaS, but delivers suite of apps on Heroku including
Invisalign.com
Using Salesforce Sales Cloud, Service Cloud, ExactTarget and Heroku Connect
Heroku provides a scalable and flexible platform enabling quick updates and deployments to
their apps
“I don’t need to worry about patching, adding
additional storage, or security vulnerabilities.
The Heroku platform is managed and
supported by the Heroku team.”
Leela Parvathaneni, Sr Manager, Doctor Portal & Business
Support, Align Technology
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
Analytics Cloud
Platform
Commerce Cloud
IoT Cloud

Retail Giant Builds Innovative Customer
Applications on Heroku
World’s largest retail property group by equity, with 87 shopping malls globally
Sought development platform for business agility, retailer integration, customer apps
Initial pilot success led to entire app portfolio (20+ apps) to be migrated onto Heroku
“Heroku enables our development team to
focus on new innovations. The platform
gives the ability to move quickly by pushing
app improvements fast – in a secure
environment!”
Thiago Figueiro, VP, Engineering and Production
Operations
Sales Cloud
Service Cloud
Marketing Cloud
Community Cloud
Analytics Cloud
Platform
Commerce Cloud
IoT Cloud

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