{"id":49520,"date":"2021-04-07T17:37:00","date_gmt":"2022-10-18T17:37:52","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=49520"},"modified":"2022-10-31T01:57:04","modified_gmt":"2022-10-31T08:57:04","slug":"relive-the-highlights-from-3-salesforce-live-anz-episodes","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/relive-the-highlights-from-3-salesforce-live-anz-episodes\/","title":{"rendered":"Relive The Highlights From 3 Salesforce Live: A&NZ Episodes"},"content":{"rendered":"\n

Digital transformation has taken hold in the sales profession<\/h2>\n\n\n\n

The pandemic completely redefined \u2018business as usual\u2019, but the Sales Episode<\/a> was full of stories about how the profession brilliantly weathered the storm by learning new skills, changing tactics and implementing new innovations at speed. <\/p>\n\n\n\n

The day kicked off with a panel discussing some of the ways sales organisations pivoted to new ways of selling, and how they can continue to go for growth. <\/p>\n\n\n\n

The challenges of the past year really emphasised the need for sales organisations to put people \u2013 their customers and their employees \u2013 at the centre by demonstrating empathy and understanding, said Jo Gaines, Area Vice President for Salesforce Digital 360<\/a>. <\/p>\n\n\n\n

\u201cWe need to let customers know that we have their back. People want to do business with companies that are doing well by doing good,\u201d she said. <\/p>\n\n\n\n

One value that will come to the fore in coming months and years is sustainability, said Eion Geaney, Regional Group Business Leader, 3M Australia and New Zealand. For him, it\u2019s a natural extension of changes that happened as a result of the pandemic \u2013 everyone is more conscientious about creating a better future. <\/p>\n\n\n\n

Digital transformation was another hot topic, and panelists remarked that it has accelerated so much for customers and sales organisations \u2013 to the point that things can\u2019t really go back to what they once were.<\/p>\n\n\n\n

Not that people want them to. Points were raised that many sales and marketing professionals think new sales models established in response to the pandemic are more effective than pre-pandemic models. <\/p>\n\n\n\n

These themes also came through during segments featuring sales experts Tony Hughes and Cian McLoughlin. <\/p>\n\n\n\n

Tony met with Vend\u2019s VP APAC, Gordana Redzovski, to learn how Vend pivoted<\/a> during this time of crisis. Because Vend\u2019s main customer base is retailers, lockdowns hit hard. Vend rolled out initiatives to become a support system for customers, including launching a Love Local Retail campaign, providing financial assistance, and even having sales teams help customers hone their own digital selling skills.<\/p>\n\n\n\n

\u201cBeing able to guide our customers through such a crisis was really inspiring for us,\u201d Gordana said.\u00a0<\/p>\n\n\n\n

\"Salesforce\n\t\t\t\n\t\t\t\t\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n

Cian McLoughlin sat down with Keegan Bakker, Founder and CEO of Audata<\/a>, to learn how the business has been able to scale its sales rapidly. As Audata expanded the breadth of its product offering, sales teams began to encounter challenges with generating quotes quickly, accurately assessing customer needs and putting together bespoke solutions. <\/p>\n\n\n\n

Automation was a crucial step in dealing with some of these headaches, said Keegan, and it helped the business create a more seamless experience. <\/p>\n\n\n\n

\u201cWe are customer focused, but the customer to us is everybody \u2014 accounts team, end-user, IT, business development managers. We want every touchpoint to be a great touchpoint,\u201d he said. <\/p>\n\n\n\n

Using technology to create a great experience will only become more important as buyer behaviours continue to shift in the wake of the pandemic, Keegan added.<\/p>\n\n\n\n

\u201cThese shifts are definitely here to stay […] More digital behaviours feel like an evolution \u2013 something that was going to happen and has just accelerated.\u201d<\/p>\n\n\n\n

What are some other big ideas in the world of sales? Read more about Tony\u2019s and Cian\u2019s views<\/a> on whether or not the future of sales has changed forever. <\/p>\n\n\n\n

And head to the Salesforce Live: A&NZ page to catch the sales episodes on demand here<\/a>.<\/p>\n\n\n\n

Financial services organisations need to think more like tech companies<\/h2>\n\n\n\n

One outcome of the past year is that consumers are more comfortable than ever using digital channels to engage with brands and businesses. As a result, expectations for the types of experiences they\u2019ll have online are high, and behaviours are changing. <\/p>\n\n\n\n

Financial services companies need to stay on top of these trends by getting creative, innovating with technology and listening to customer needs. These were just some of the insights shared by a panel of finserv Trailblazers during the Financial Services Episode of Salesforce Live: A&NZ<\/a>. <\/p>\n\n\n\n

The day kicked off with futurist Brett King and ANZ\u2019s Chief Executive \u2014 Technology Gerard Florian engaging in a lively discussion about how empowered customers, big data, culture shifts and technology are fundamentally changing the way the industry works. <\/p>\n\n\n\n

Although many view the financial services industry as a slow moving ship, Brett and Gerard discussed the many ways the past year forced the industry to pick up the pace \u2014 and thereby proving that agility, adaptability and innovation are possible at speed.<\/p>\n\n\n\n

One concept that\u2019s crystallising is that the boundary between \u2018financial services\u2019 and \u2018technology\u2019 is blurring, and companies that can move fast to capitalise on this shift will be well placed for the future. <\/p>\n\n\n\n

\u201cThe majority of interactions people now have with financial services businesses are done through the technology layer: it\u2019s tech first, and banking second,\u201d Brett said. (You can read more of Brett King\u2019s predictions<\/a> for the future of financial services here.)<\/p>\n\n\n\n

Another highlight of the day was a panel discussion featuring three Trailblazers who are at the forefront of this shift.\u00a0<\/p>\n\n\n\n

\"3\n\t\t\t\n\t\t\t\t\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n

Among the benefits of a good tech platform are better systems integrations<\/a> for data sharing and speed to implement new products or services. The latter is extremely beneficial for being responsive to changes (for example, drops in interest rates) or market gaps, said Mira Hohn, Chief Product Officer of Athena Home Loans. <\/p>\n\n\n\n

\u201cInnovation is rewarded, but execution is worshipped. Products need to be differentiated and meet an unmet need,\u201d she said. <\/p>\n\n\n\n

Ritchie Cotton, Chief Technology Officer of Valiant Finance, agreed, adding that digital integrations can help with some of the complexities in the financial services industry by corralling large amounts of data. This can help businesses better spot opportunities for partnerships or integrations, something he called \u2018finance at the edge\u2019.<\/p>\n\n\n\n

\u201cIn SMEs [small-medium enterprises], finance is part of a broader business need, like buying a new vehicle or inventory. We can provide a value-add for partners in those spaces and fulfill a customer need. It\u2019s finance at the edge, where customers might not know that finance is a part of a decision or need,\u201d he said. <\/p>\n\n\n\n

This idea of integration is extremely important for the future of financial services, said Andrew Clouston, Chief Partnerships Officer at Volt Bank. The ability to bring banking to wherever the customer is currently \u2014 rather than having to toggle between apps or systems \u2013 means banks can create an even more convenient experience for customers. <\/p>\n\n\n\n

\u201cBusinesses need to go to the customer and bring it to a place the customer is familiar with \u2014 It\u2019s banking in the moment,\u201d he said.    <\/p>\n\n\n\n

This is only a snapshot of the day\u2019s highlights. You can catch more insights, demonstrations and customer stories by watching the Financial Services Episode on demand here<\/a>.<\/p>\n\n\n\n

More than ever, retail and consumer goods is all about the experience<\/h2>\n\n\n\n

The Retail and Consumer Goods Episode was a non-stop extravaganza of Trailblazer interviews, insights into creating a great customer experience, and rapid-fire discussions about the trends shaping the future<\/a> of the industry. Each segment, hosted by Channel 9\u2019s Tommy McCubbin, offered a peak behind the curtain at how some of the biggest names in the business have pivoted their strategies in recent months or carved a niche for themselves by offering a great customer experience. <\/p>\n\n\n\n

The day\u2019s all-star lineup included Barbeques Galore, MECCA, Coca-Cola Amatil, Super Retail Group, the Australian Retailers Association<\/a> and more. <\/p>\n\n\n\n

Sarah O\u2019Toole, Group Head of Digital Strategy and Delivery at Coca-Cola Amatil, shared insights into the company\u2019s journey to transform into a leader in omnichannel delivery. <\/p>\n\n\n\n

\u201cWe want to uplift the customer experience so they can interact through their channel of choice, whether that\u2019s online, through sales reps, in stores,\u201d she said. <\/p>\n\n\n\n

Investing in technology has also freed up time for sales reps and business development executives to do what they do best \u2014 have more in-depth conversations with customers and create shared value. Their strategy seems to be working: according to Sarah, Coca-Cola Amatil has reached 98% of Australian postcodes.  <\/p>\n\n\n\n

Super Retail Group\u2019s Chief Strategy and Customer Officer, Katie McNamara, picked up a similar thread during a discussion about how to keep the customer at the centre of everything. It\u2019s important retailers meet customers wherever they are, and create opportunities for them to jump into the buyer\u2019s journey when it suits them \u2013 not where we dictate they must. <\/p>\n\n\n\n

Although this process might not yet be perfected, it\u2019s a step in the direction of making customer interactions<\/a> more than just a transaction. <\/p>\n\n\n\n

\u201cIt\u2019s about sharing passions with customers. Always err on the side of creating a great experience,\u201d she said.<\/p>\n\n\n\n

\"Trailblazer\n\t\t\t\n\t\t\t\t\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n

Salesforce\u2019s own Imran Khan, Director Industry Strategy for Consumer Goods\/FMCG, took to the stage as well to share his five top picks for brands that excelled in their pandemic pivots, as well as how the march of digital transformation will continue to shape the future of the industry. <\/p>\n\n\n\n

\u201cThere is no longer a digital life and a physical life. There can be no disjointed experience,\u201d he said. <\/p>\n\n\n\n

He feels that while there\u2019s no going back to how things were pre-pandemic, retail and consumer goods businesses<\/a> have a bright future ahead. One surefire way to future-proof your business? \u201cInvest in the relationship with your customer,\u201d he said.    <\/p>\n\n\n\n

You can get the full Retail and Consumer Goods Episode experience<\/a> here.  <\/b><\/p>\n\n\n\n

\"Salesforce<\/a><\/figure>\n","protected":false},"excerpt":{"rendered":"

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