{"id":50585,"date":"2020-03-05T18:33:00","date_gmt":"2022-10-18T18:33:43","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=50585"},"modified":"2023-11-20T11:15:57","modified_gmt":"2023-11-20T00:15:57","slug":"10-highlights-from-salesforce-world-tour-sydney-reimagined","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/10-highlights-from-salesforce-world-tour-sydney-reimagined\/","title":{"rendered":"10 Highlights From Salesforce World Tour Sydney Reimagined"},"content":{"rendered":"\n

Yesterday\u2019s Salesforce World Tour Sydney was beamed live all over the world. Here are the highlights.<\/p>\n\n\n\n

1. The Opening Keynote was reimagined<\/h2>\n\n\n\n

We were reminded that we are stronger together in the Opening Keynote <\/p>\n\n\n\n

Yvonne Weldon, Chairperson of the Metropolitan Aboriginal Land Council, welcomed us to the land of the Gadigal people of the Eora Nation. She reminded us that we are one and that together we can build trust, be innovative and make a difference. And this theme of togetherness was represented in dance through a performance from the Jannawi Dance Clan. <\/p>\n\n\n\n

In her very first opening keynote as CEO Salesforce ANZ, Pip Marlow made it clear we are stronger together.<\/p>\n\n\n\n

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\u201cWe\u2019re a leader in innovation, philanthropy and culture \u2013 and we\u2019re doing it together because what needs to be done is more than one company can do alone,\u201d she said. <\/p>\n\n\n\n

But to create this community, Pip reminded us that we need to be guided by our values: trust, customer success, innovation and equality. <\/p>\n\n\n\n

\u201cWe know when we bring these values to life \u2013 when we live them, breathe them, invest in them \u2013 then the business is truly a platform for change.\u201d  <\/p>\n\n\n\n

One Trailblazer customer that\u2019s using Salesforce to help create incredible change is Jessica Macpherson CEO and Founder of St Kilda Mums, a not-for-profit changing the lives of mums and families in need \u2013 because of this Jessica was awarded the elusive Golden Hoodie. <\/p>\n\n\n\n

There are amazing Trailblazers everywhere, including New Zealand company Fisher & Paykel. During the keynote, the Fisher & Paykel team shared their Customer 360 story and how they are achieving their purpose of becoming the most human-centred appliance brand in the world. <\/p>\n\n\n\n

To close the 2020 keynote, our EVP and Head of Strategy and Planning APAC Dan Bognar talked data \u2013 filling us in on the bests of APIs, integration and Tableau. <\/p>\n\n\n\n

\u201cOur challenge is not the data, it\u2019s generating insights from it. The combination of Salesforce and Tableau means we can now provide analytics to anyone, anywhere based on any type of data. It\u2019s pretty exciting,\u201d said Dan. <\/p>\n\n\n\n

Watch the full opening keynote<\/a>.<\/p>\n\n\n\n

2. Small Business keynote: We received great advice from two SMB leaders<\/h2>\n\n\n\n

PepTalkHer Founder and CEO Meggie Palmer<\/a> not only shared her journey from spreadsheets and multiple inboxes to the Salesforce platform but also their best piece of advice for SMB owners.<\/p>\n\n\n\n

\u201cWhen you start a business everyone will have an opinion and want to share their advice with you!\u201dMeggie told us. \u201cWhat you need to do is come back to your purpose. A quote I love to live by \u2013 leap and the net will appear.\u201d <\/p>\n\n\n\n

As someone who is working to make significant change that won\u2019t happen overnight despite Meggie\u2019s incredible work \u2013 it’s going to take more than 100 years to close the gender pay gap \u2013 no doubt courage is a requirement. <\/p>\n\n\n\n

Watch the whole session<\/a>.<\/p>\n\n\n\n

3. Tiffani Bova shared her growth secrets<\/h2>\n\n\n\n

Tiffani started out her session with a quote from one of our fave local customers, Big Red Group Co-Founder Naomi Simson: \u201c1000 customers means 1000 opportunities\u201d. The message? <\/p>\n\n\n\n

\u201cThis shows you that every customer you get is an opportunity for you to grow, to engage, to learn. But most importantly to just wow them with the experience that you’ve been able to deliver,\u201d Tiffani explained.<\/p>\n\n\n\n

\u201cSo don\u2019t think about your customers as this thing you have to capture each and every day. It\u2019s something you collect over time, that you need to nurture, and make sure that they\u2019re satisfied with not only what you’re giving them today but what you plan on giving them tomorrow.\u201d<\/p>\n\n\n\n

Tiffani, whose entire role is focused on growth and innovation, then shared her paths to growth \u2013 ways to optimise an entire small business to grow revenue, improve customer experience and improve profitability.<\/p>\n\n\n\n

\u201cGrowth is a thinking game,\u201dTiffani said. \u201cYou can outthink your competition.\u201d <\/p>\n\n\n\n

So, even if you can\u2019t out-develop to get to market faster, out-spend on marketing or out-hire a crack sales team, what you can do is you can think differently.<\/p>\n\n\n\n

Watch the whole session<\/a>. <\/p>\n\n\n\n

4. Customer Trailblazers shared incredible insights<\/h2>\n\n\n\n

We got a first-hand look at how our Trailblazers are using the Customer 360 platform to change the landscape of their businesses and drive success. <\/p>\n\n\n\n

ModularWalls Founder Nick Holden, now also Director of Innovation and Enterprise, disrupted an entire industry after his local council prevented him from building a brick wall. And thanks to technology helping businesses appear larger than they are, small businesses like ModularWalls can quote to enterprises such as McDonald\u2019s which \u2013 in Nick\u2019s own words \u2013 \u201ccan be a little daunting!\u201d. <\/p>\n\n\n\n

So what did ModularWalls do? Built enterprise resource planning (ERP) software directly into the Customer 360 platform to create a single source of truth for its shipping, manufacturing, scheduling and billing. And what was once a two-day quoting process now takes two hours. <\/p>\n\n\n\n

Born-in-the-cloud streaming service Kayo Sports has been using Salesforce since its inception 18 months ago, and has just hit a whopping 211 million views! One of the secrets to Kayo\u2019s Netflix-like growth and exceptional low-touch customer service: an Einstein bot called K-Bot 7.0. <\/p>\n\n\n\n

Last year at World Tour Sydney, Shae Marlow, Head of Consumer Platforms and Operations, shared insights into K-Bot\u2019s second iteration. A year on, Shae updated us \u2013 K-Bot now handles an incredible number of customer interactions, with 92% of Kayo customers self-serving and K-Bot answering a quarter of the remaining queries. <\/p>\n\n\n\n

And the other secret to innovating? \u201cNever settle,\u201d says Shay. \u201cAlways be curious and ask the why. Find a small thing you can always improve on. That\u2019s what motivates others working around.\u201d<\/p>\n\n\n\n

Watch the full ModularWalls<\/a> and Kayo<\/a> sessions.<\/p>\n\n\n\n

5. A rockstar panel told us how businesses can be platforms for change <\/h2>\n\n\n\n

In one of the most highly anticipated panels, tennis royalty and social equality icon Billie Jean King, former Telstra CEO David Thodey AO, and CEO and Founder of OzHarvest Ronni Kahn AO spoke of the importance of doing good while doing well. <\/p>\n\n\n\n

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Billie Jean King was first off the bat, sharing how at 13 she knew she was going to spend her life fighting for equality. <\/p>\n\n\n\n

\u201cSometimes you can sit at the table and have a voice, and other times you can sit there and not have a voice. The bottom line is you have to be your authentic self,\u201d she told us. <\/p>\n\n\n\n

That authenticity, and authentic leadership in particular, was a major theme of the discussion between the four leaders. <\/p>\n\n\n\n

\u201cIt really does have to start from the top,\u201d said Ronni. <\/p>\n\n\n\n

A common impression of publicly listed companies is that shareholders come before anything else \u2013 former Telstra CEO David Thodey was quick to dismiss that idea. <\/p>\n\n\n\n

“The very idea that being authentic and making a difference is inconsistent with shareholders just doesn\u2019t compute with me. I don\u2019t see them as the opposite,\u201d DAvid said. \u201cAs a CEO your personal ambition and values have to be aligned with your business.\u201d <\/p>\n\n\n\n

So, how do companies choose which causes and charities to get behind in a way that is authentic? <\/p>\n\n\n\n

\u201cIn the corporate world, it\u2019s hard to show your values – often we [not-for-profits] are that vehicle to give the voice to the values of a corporate entity,\u201d explained Ronni. \u201cI\u2019m not interested in a partner who is just going to throw me money. I want to work with their staff so they can understand where their money is going and what the impact is. Long-term authentic relationships are key.\u201d<\/p>\n\n\n\n

Watch the full panel discussion<\/a>.<\/p>\n\n\n\n

6. Billie Jean King brought the stories (and leadership advice)<\/h2>\n\n\n\n

\u201cEveryone has a story to tell \u2013 and if they don\u2019t it\u2019s because you\u2019re not asking the right questions,\u201d Billie Jean King told Pip Marlow in their Fireside Chat. <\/p>\n\n\n\n

And what a story Billie Jean has to tell. It would take a novel to cover all her incredible achievements \u2013 in fact a movie has been made to cover just a few of them! She\u2019s tennis royalty, founder of Women\u2019s Sports Foundation and the Women\u2019s Tennis Association, equality fighter and icon across the globe. But it\u2019s the way Billie Jean has dedicated her life to encouraging women to believe in themselves that she and Pip bonded over. <\/p>\n\n\n\n

\u201cWhat makes life purposeful is when you can shine a light on others,\u201d says Billie Jean. She has been \u2018first\u2019 to do so many things in her career but says the important thing isn\u2019t being the first \u2013 it\u2019s not being the last.  <\/p>\n\n\n\n

\u201cYou have to think who else can get this,\u201d she said. \u201cHow can we continue this and give back to others?\u201d <\/p>\n\n\n\n

One way Billie Jean gives back is educating girls and young women about the importance of money. <\/p>\n\n\n\n

\u201cI want girls to understand that money is good, not bad!\u201d she told us, recounting a tale of meeting with a group of young women who wanted to build women\u2019s shelters \u2013 when Billie Jean asked them the magical question, \u2018how are you going to build it?\u2019, they didn\u2019t have an answer. <\/p>\n\n\n\n

\u201cAnd I told them they had to have money.\u201d<\/p>\n\n\n\n

From the sports court to community, Billie Jean has embraced being a leader. But it wasn\u2019t what she always wanted. <\/p>\n\n\n\n

\u201cMost people will be pushed into leadership \u2013 even I was pushed into being the spokesperson for the tennis community. You have to buy into the dream and embrace your values. 24\/7. People will champion you if you do the right thing.\u201d<\/p>\n\n\n\n

Leaders don\u2019t choose followers; followers choose leaders, she told us. And Pip agreed: \u201cI was lucky that people believed in me before I believed in myself.\u201d<\/p>\n\n\n\n

And one final piece of advice from the iconic Billie Jean King? <\/p>\n\n\n\n

\u201cIt\u2019s okay to be a disruptor, but don\u2019t complain, complain, complain. We have to have a solution. Complaining is easy. Come up with a solution and you can start driving change.\u201d <\/p>\n\n\n\n

Watch the whole session<\/a>.<\/p>\n\n\n\n

7. We learnt about the future of sales<\/h2>\n\n\n\n

The future of selling is all about insights and becoming a trusted adviser. <\/p>\n\n\n\n

Since the Fourth Industrial Revolution, power has shifted from sellers to customers and the gap between the two is growing. There has never been a more important time to empower every salesperson with information and insights so they can take action and start closing that gap. <\/p>\n\n\n\n

Janet Cutler, General Manager – Salesforce Innovation at Modern Star spoke about how her company has used technology to help its sales reps transform into advisers. <\/p>\n\n\n\n

\u201cThe tools have given them the extra step up,\u201d she said. \u201cWe have a lot of reps who have been with us for 35 years and they have personal connections with their customers \u2013 but they have never had any insights into what that customer is doing as an account or a whole business. <\/p>\n\n\n\n

\u201cNow they can see what marketing is doing, interactions with customer service and analytics \u2013 they have all that rich data at their fingertips on the road that they can quickly check on their phone before they meet the customer.\u201d <\/p>\n\n\n\n

Data visibility was a game-changer for Modern Star reps, but the one piece of advice Janet has for other companies looking to take advantage of AI? <\/p>\n\n\n\n

\u201cEnsure your data is clean, and plan do to do something with that data so your reps can go out there and turn it into dollars.\u201d <\/p>\n\n\n\n

Watch the full session<\/a>.<\/p>\n\n\n\n

8. Meggie Palmer told us how she overcame imposter syndrome <\/h2>\n\n\n\n

Have you ever thought \u201cI\u2019m a fraud and I don\u2019t belong\u201d? <\/p>\n\n\n\n

Founder of PepTalkHer, speaker and journalist Meggie Palmer delivered a session made for you, and the 70% of the population who say they have imposter syndrome. <\/p>\n\n\n\n

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Even as the leader of a successful global technology company, Meggie still sometimes suffers from imposter syndrome. <\/p>\n\n\n\n

\u201cIt diminishes our victories and allows our failures to loom large,\u201d she said. And if you\u2019re a small business owner, that wouldn\u2019t be doing any good for your business. <\/p>\n\n\n\n

Here are Meggie\u2019s top three steps to help overcome imposter syndrome: <\/p>\n\n\n\n