When 84% of customers say the experience a company provides is as important as its products and services, it comes as no surprise companies are hustling to create the kind of personalized, convenient, and connected experiences customers now want. For many businesses, that means undergoing a digital transformation that will fundamentally change how they engage with customers.
But “digital transformation” is a such big, broad topic it opens the door to even more questions. That’s where we can help you. Digital transformation is a huge theme at Dreamforce this year and regardless of your role or industry, we want to get you thinking more about what digital transformation could look like at your company, and how you could go about delivering it.
Here are our picks for the can’t-miss sessions and experiences for all things digital transformation at Dreamforce this year:
TIP: Be sure to check the Agenda Builder for the most up-to-date locations and times
1. Visit the Customer 360 Experience in the Campground
Building a complete 360-degree view of your customer has been an elusive goal for many companies. Different departments, systems, and tools used to manage customer data, often leads to disconnected experiences in spite of good intentions. At our Customer 360 Experience, we show you how uniting your marketing, sales, commerce, service, and IT teams with a single, shared view of your customers helps you deliver the personalized, connected experiences your customers expect. Head over to the Campground (Moscone South) to see our platform in action, learn how Trailblazers are connecting with their customers, and build your own solution based on your role and priorities.
2. Attend Customer 360 sessions
Once you’ve had a sample of what some connected experiences look like, it’s time to take in some sessions to build on your knowledge. Luckily, there are plenty of different types of sessions available to you daily. Check out how our Trailblazers are disrupting their industries, learn about new technologies available to help you, and find out some tips and tricks for managing your data.
3. Check out the Integration keynote
Over the last 30 years, enterprise technology has exploded. Today, the average enterprise has 900 applications and only 29% of those are connected to each other. But your customers don’t want to know about all the systems and tools you have to run your business; they just want fast, digital, on-demand experiences or they’ll take their business elsewhere. And to give them those experiences, to achieve that holistic view, you must connect ALL your applications, devices, and data. That’s why integrations are a critical enabler to digital transformation. Head over to Moscone North to attend the Integration keynote to learn how Mulesoft and APIs accelerate IT delivery, increase organizational agility and unleash the full power of Salesforce Customer 360.
4. Get immersed in all things integration
While we’re on the subject of integration, you’ll also want to check out some of Mulesoft’s integration sessions which span topics like unlocking back-office systems, creating data-powered apps, and building direct-to-consumer relationships with customers. See how Trailblazers like BMW, ASICS, and Watchbox are all transforming their various lines of business. To learn more about how our customers have digitally transformed and participate in hands-on activities to kickstart your own digital transformation, visit the Integration Grove in Moscone West.
5. Watch the first-ever Digital Experience keynote
ROX (return on experience) is the new ROI (return on investment). Already a top priority for leading brands, the digital experience is poised to be the C-suite topic of the year in 2020. This keynote will focus on the returns delivered by the higher engagement, sales, loyalty, and evangelism generated by beautiful digital experiences. Join us to see how the world’s leading brands launch over 40 sites a day, 60 billion marketing emails, and power 679 million unique shoppers. See how innovators WPP, Fenty, and United connect the dots at every customer touchpoint, from websites and portals to marketing emails and commerce storefronts, to create value for every customer, and drive business growth.
6. View a Demo Jam showdown
The annual Demo Jams event is back and better than ever. This is a game show-style competition where app builders have three minutes to demo their solution in front of a Trailblazer audience who will vote the winner. It's a fast-paced, fun way to showcase lots of amazing technology and digital transformation in a short period of time. Hosted by Salesforce MVPs with Demo Jams across campus — including a Mega Demo Jam where the winners compete for the big prize — we'll have Demo Jams for Sales, Marketing, Service, IT, Commerce, SMB and more.
7. Stop by the Customer Success Lodge
The road towards digital transformation and becoming customer-centric is often challenging and confusing. Because customer success is one of our core values, we want to ensure every customer with Salesforce technology can access the support and guidance they need to get started with it, learn how to do it, or even have us handle it for them. Visit the Customer Success Lodge at Cityview — your one-stop shop for all things customer success at Dreamforce. No matter where you are in your journey with Salesforce — there’s a demo, session, or breakout for you. Stop by to learn more about how to gain more business value from your investment, learn best practices from fellow Trailblazers, and chat with our experts to find solutions.
Digital transformation transcends traditional roles like sales, marketing, and customer service. Instead, it begins and ends with how you think about, and engage with, customers. As we move from paper to applications for managing our business, we have the opportunity to redefine how we address the needs of our customers, and how we build relationships with them.