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CONTRIBUTORS ANTHOLOGY 5 Nadio Granata James Collett Ciaran McCullagh SALESFORCE NEWS FROM AROUND THE GLOBE 16 Gemma Emmett Lee Parker MERGERS AND ACQUISITIONS 18 Joe Thomas Henry Levy et al LOOK BACK: KEY MESSAGES FROM DREAMFORCE FOREWORD Wayne Parslow 20 WOW! WHAT A FIRST QUARTER THAT WAS! Meghan Van Den Berg Rachel Brock START UP PROFILE: VANGUARD CLOUD CONSULTING 28 The magazine was launched to great success and we have featured them in this edition along Of course there are stories from around the Robbie Burnell much acclaim. Thousands of copies distributed, with some more amazing trailblazers from world including an article submitted to us by Justin Halfpenny BUSINESS SUCCESS THROUGH DIGITAL plus thousands more from around the world WIT. We also get a sneak peak into what they newly weds Meghan and Emile Van Den Berg. Ricky Mortimer DOCUMENT TRANSFORMATION 29 reading online about the amazing ecosystem will be presenting at World Tour! Great customer insights as well as Salesforce Rex Langton we are all so privileged to be a part of. Special MVP, Amnon Kruvi who shares his journey Amnon Kruvi thanks to those readers who have fedback their Due to the great feedback, we have continued plus the list of latest MVP’s. Q AND A: HAYMARKET Rebecca Pooley 30 comments … this is YOUR magazine and we with our look into the Circular Economy and are always keen to hear from you. how it relates to the Salesforce ecosystem. So please enjoy the much anticipated 2nd Heather Black BRING VISIBILITY ACROSS edition. A key read as we go into Q2 and Michelle Parkes YOUR BUSINESS WITH EINSTEIN 31 There were some immense announcements As many of our readers know we are remember we want to hear from you! If you Chris Haggis at Dreamforce so 6 months on we look at how passionate about giving back and doing would like raise awareness for your company, Lee Pearson 2019 LIFE SCIENCES INDUSTRY PREDICTIONS has the message been received on the World good. A large proportion of the magazine a special colleague or an amazing project or Holly Firestone 34 Tour Circuit. Our hometown favourites, will always be dedicated to charitable charitable activity ... we would love to hear Adrian Barraclough Ladies be Architects, blew the doors off with organisations and the amazing work people from you. Enjoy! NEWVOICEMEDIA/VONAGE: Dr John Leaver their Dreamforce presentation! Their work around the ecosystem are doing to make a THE OMNI CHANNEL CUSTOMER EXPERIENCE 36 Kelley Orcutt attracted much respect and admiration so difference to those less fortunate. Editor PRECURSIVE PERSPECTIVE: COMPANIES THE AGILE WORKFORCE 38 Contents SF Media Partners Vanguard Cloud Consulting WAYNE PARSLOW GOES IN SEARCH OF DATA HEAVEN 40 Conga Ladies Be Architects SALESFORCE MVP’S: AMRON KRUVI’S MVP JOURNEY 42 Financial Force Veeva GETTING MARRIED WITH SALESFORCE SOCIETY Validity 44 MAGAZINE CloudSmiths Haymarket Media Group IN OTHER NEWS… HIGHER EDUCATION 46 Publisher Statement-The views expressed by the contributors are not necessarily those held by the publishers or collaborators and therefore Precursive no responsibility can be held by SF Media Partners Limited for misinterpretation. Reproduction of this magazine without the express permission MobileCaddy of the publisher is prohibited. Whilst every care is taken in the production of this magazine, the publisher/editor and staff cannot accept Kruvi Solutions SUPERMUMS: FLEXIBILITY IN THE WORKPLACE 47 any responsibility for errors in articles, advertisements or programme schedules. To subscribe to this magazine, in the first instance email: Stride Consulting [email protected]. Published by SF Media Partners Limited, Registered Office: Abacus House, Pennine Business Park, HD2 1GQ Salesforce Supermums SF Society: Searching for Society is a publication by SF Media Partners Limited. KEEP CALM AND PLOG ON Plogolution 48 NewVoiceMedia – ENGINEERING AN ENERGY TRANSITION a Vonage Company TOWARDS A CIRCULAR ECONOMY 50 Peak District National Park University of Huddersfield SALESFORCE PARTNER EVENTS 52 Front Cover Photo: 20 years of salesforce Zuora 4 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 5 SALESFORCE ANTHOLOGY ON MARCH 8, 1999, MARC BENIOFF, PARKER HARRIS, FRANK DOMINGUEZ, AND DAVE MOELLENHOFF GATHERED IN A SMALL ONE-BEDROOM APARTMENT IN TO BEGIN THE SALESFORCE JOURNEY. THEY WOULD BUILD A COMPANY BASED ON THREE BREAKTHROUGH IDEAS: PIONEERING A NEW TECHNOLOGY MODEL IN THE CLOUD; A SUBSCRIPTION BUSINESS MODEL; AND AN INTEGRATED PHILANTHROPY MODEL. AND, IT WOULD REVOLUTIONIZE THE SOFTWARE INDUSTRY.

3 Sharing the cost of expensive compute • Subscription is the right pricing mode resources across multiple customers by • Better user experience matters leveraging a multi-tenant architecture. A review of some of the celebratory messages 4 Democratizing the availability of software posted in honour of the significant birthday, by removing the installation, maintenance and how the world has changed in twenty years, and upgrade challenges suggests the following will prove challenging:

But, it’s not all rosey. According to Techcrunch, • Computing is cheap there are some significant challenges facing • Installing software is now much easier Salesforce (and other SaaS providers) going • can now be “private” forward ….. • Regulations can penalize centralized services Twenty years later, Salesforce’s 36,000 • Data breach exposure is higher than ever employees are continuing that revolution, “Fast-forward to • Applications are much more portable democratizing cloud, mobile, social, IoT, today, and in some • Emmergence of loud access security brokers and AI technologies for companies of every ways it’s clear just size and industry. Driven by its core values how prescient Benioff So, reader … how do you foresee the challenges -- Trust, Customer Success, Innovation facing the Salesforce ecosystem in the next was in pushing the 3, 5, 10 years? Do you acknowledge these and Equality for all - Salesforce has changed world toward SaaS.” risks? Are there other risks we should look the way the world does business and out for? In order of impact, which risks are at the same time, improved the state of the most concerning? the world. Of the four reasons laid out above, according In his book, Behind the Cloud, Benioff lays to Techcrunch, Benioff nailed the first two: out four primary reasons for the introduction of the cloud-based SaaS model:

1 Realigning vendor success with customer success by creating a subscription-based pricing model that grows with each customer’s usage To contribute to our survey and enter 2 Putting software in the browser to kill the our prize draw, go to: SURVEY MONKEY. client-server enterprise software delivery https://www.surveymonkey.com/r/TPFVDNJ experience 6 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 7

A GUIDING PROCESS THE DEBUT We have reproduced this road map to illustrate the Marc demos the first prototype amazing achievements made by Salesforce over the promoting Salesforce past 20 years. automation via the web. 1999 2000 40 EMPLOYEES VISION ENTERPRISE By December the staff grows to APPS AS AN ONLINE For more information 40 employees. BUSINESS SERVICE and full stories visit: On March 8, Salesforce begins in OFFICIAL OFFICE https://www.salesforce. a one-bedroom apartment on Telegraph By July, the company com/company/news-press/ Hill, San Francisco, with a clear vision to expands to an office stories/2019/03/030819-t/ be ‘A World-Class Internet Company for Sales Force Automation’ at Rincon centre.

Salesforce.org launches the 1-1-1 THE END BEGINS NEW DIGS model, leveraging our technology, Salesforce releases Salesforce opens people and resources to improve it’s CRM a second office at communities around the world. service application One Market Street. 2001 KA-CHING! MAKING WAVES TOP 10 THE YEAR OF TECHNOLOGY This modem Salesforce gets a was used from SUSTAINABLE boost from its first OF THE YEAR 2000 - 2002 for piece of major press Infoworld PROFITABILITY collecting credit coverage in the Wall card payments. Street Journal

DREAMING OUT LOUD GLOBAL MOVEMENT FREEDOM BASH The first dreamforce attracts Salesforce established a David Bowie takes the 1,000 attendees for 52 global presence opening centre stage at Carnegie sessions and the launch of offices in Australia, France, Hall for a Salesforce sForce 2.0. The theme event Germany, Ireland, Japan, benefit concert. is ‘Imagination you can use” Spain, and the U.K. 2002 2003

THE YEAR OF HAVING A BALL THE YEAR OF 9,000 USERS Salesforce take over Pac bel park 9,000 salesforce users at firms PROFITABLE to celebrate it’s 5,000TH customer PROVING THE including Nokia, General Electric, GROWTH > 100% and a new product release. MODEL general Motors and Cigna. Images: © Salesforce 8 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 9 499+1 Salesforce COLLABORATING FOR A CAUSE welcomes Salesforce employees raise over its 500TH $1 MILLION for Hurricane Katrina employee. relief and build the PeopleFinder. 2004 2005 2006

OWN THE ON THE BIG BOARD THE ONE BOOM! NEW CHAMPIONS THE SUCCESS Salesforce goes public The sustainability team forms MARKET at a premium cost of MILLION 50 MILLION after an employee raises her hand MACHINE $11 per share. SUBSCRIBER For the first time, in a town hall to ask the leadership DREAM 50 million transactions team how Salesforce is addressing are recorded in one environmental issues. day on the Salesforce Platform GOING MOBILE Salesforce’s mobile journey starts with the acquisition of a start-up, WE IDEAS Sendia, and the original Salesforce IdeaExchange launches, mobile app, AppExchange Mobile, inviting customers to built with the Salesforce API. The contribute new feature AppExchange ecosystem grows to ideas for future releases 100 partners and 26,000 installs. 2008 2007 GOING POSTAL GOOD FOR ALL INTO THE EVERYONE Salesforce has its Marc cements his view that TOP 10 largest customer DELIVER business is the greatest platform for deployment to SUCCESS change, publishing The Business of PITCHING IN date, helping Changing the World with 20 other Japan Post thought leaders. Salesforce employees log serve its more 70,000 volunteer hours. than 100 MILLION customers.

A MUST-READ MOBILE APP REVOLUTION KEEPING IT DREAMY The story of Salesforce is published: Behind the It took off with the launch of the Dreamforce reaches a new Cloud: The Untold Story of How Salesforce. IPhone. Salesforce was the first milestone with 10,000 com went from Idea to Billion-Dollar Company enterprise partner on the App Store registered attendees. - and revolutionized an Industry.

51,000 FASTEST GROWING SUCCESSFUL TECHNOLOGY COMPANIES CUSTOMERS IN THE WORLD Forbes Images: © Salesforce 10 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 11

#55 DEFINING A DECADE APPTASTIC “100 BEST COMPANIES With three launches a year, The first application TO WORK FOR” Salesforce publishes its built on Force.com for Fortune 30TH product update. the phone launches 2009 2010

DOMINATE SLEEVES ROLLED UP MAJOR EXCELLENCE NEW LOOK THE YEAR OF THE ENTERPRISE Salesforce employees MILESTONE IN VIRTUE The company logo SERVICE CLOUD log over 125,000 Salesforce is Salesforce.org gives away gets a makeover. $ CLOUD volunteer hours. the first cloud 1B $14 MILLION in grants. COMPUTING computing company to reach $1B in revenue

THE FACE OF INNOVATION THE POWER OF COLLABORATION Forbes names Salesforce With Chatter providing enterprise one of “The 50 Companies social collaboration, more than 77,300 of Tomorrow,” taking customers harness immediacy and HELLO, SERVICE CLOUD notice of the innovation the productivity, coupled with trust, Salesforce adds Service Cloud company has achieved. security, and scalability to its product offerings 2011 KICKING OFF QUADRUPLING THE YEAR OF ONE OF THE WORLD’S Chatter kicks off the Black THE DREAM THE CLOUD MOST ETHICAL COMPANIES Eyed Peas Super Bowl Dreamforce online viewership Half-time Show with an explodes to 102,990, an audience 2 (SOCIAL, 4 YEARS IN A ROW Ethisphere Magazine animated introduction four times larger than 2010. MOBILE, OPEN) produced in collaboration with will.i.am

CAMPUS EXPANSION 7000 LARGEST EVER Salesforce leases space in SALESFORCE Dreamforce named world’s largest 350 Mission Street, the first software conference with over new LEED Platinum office EMPLOYEES 143,000 registered attendees. tower in San Francisco 2012 2013 100,000 THE YEAR OF WELCOMING THE CUSTOMER EXACTLY! SUCCESSFUL MARKETING CLOUD Salesforce completes THE SOCIAL CUSTOMERS Salesforce adds Marketing Cloud COMPANY its largest acquisition to ENTERPRISE to its product offerings. date: ExactTarget. Images: © Salesforce 12 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 13

astro nomical #7 Meet Astro, who was born “100 BEST COMPANIES CLOUD MAKEOVER as an astronaut during TO WORK FOR” Salesforce gets Salesforce1 Dev Week. Fortune a brand refresh 2014

THE YEAR OF TEACHING ON GREATER SUPERHEROES BUILDING A SALESFORCE THE TRAIL IN BRITAIN Salesforce reaches COMMUNITY Salesforce launches Salesforce Tower 1,500,000 registered The Salesforce customer MOBILE Trailhead, empowering London opens developers. community grows to anyone - regardless of 1 MILLION members. education - to develop the skills needed for top tech jobs.

DREAMY HEY, CODEY When San Francisco runs short of At Dreamforce, a lovable yet hotel rooms available for Dreamforce, mischievous bear gives out bear Salesforce docks the “Dreamboat” for hugs, poses for photos, and inspires extra accommodations. the second Trailhead character 2015

DO THE WAVE LIGHTNING WOMEN POWER BIG BENCHMARK THE YEAR OF Salesforce unveils STRIKES First Women’s Employees log 1 MILLION ANALYTICS a new wave in Leadership Summit Salesforce Lightning volunteer hours customer service: at Dreamforce lets developers of all the Service Wave skill levels create and Analytics App customize modern, connected apps.

EQUAL PAY Salesforce conducts its first equal trailheadx the bigger pay assessment, AppExchange becomes one apple resulting in $3M in of the industry’s largest Salesforce Tower salary adjustments enterprise app stores. New York opens 2016 DECADE’S BEST #EQUALITYFORALL MORE PERSONAL SHOPPING THE YEAR OF Salesforce is lauded again Salesforce takes a stand by Salesforce acquires Demandware to extend LIGHTNING as Forbes names it the hiring Tony Prophet to launch ‘Innovator of the Decade’ its Customer Success Platform to the retail a new Office of Equality. industry, and introduces Commerce Cloud. Images: © Salesforce 14 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 15

INFINITE POSSIBILITIES FULL INTEGRATION Salesforce Einstein, the first comprehensive AI Salesforce aquires MuleSoft for CRM, bridges the technology gap to make AI to help power Salesforce’s accessible to every company and every business user. integration capabilities. 2017 2018 NET-ZERO THE YEAR OF HONOURING EQUALITY HEROES BUILDING A THE YEAR REVVING IN INDY Salesforce hosts its first Equality BETTER WORLD Salesforce Tower Salesforce achieves EINSTEIN OF THE net-zero greenhouse gas Awards to honour trailblazers . Salesforce employees Indianapolis opens. emissions and provides a reach 2 MILLION TRAILBLAZER carbon-neutral cloud. volunteer hours

TOWERING #1 CO-CEOS Salesforce Tower in WORLD’S BEST Keith Block is San Francisco has WORKPLACE named Co-Ceo its grand opening. Fortune with Mark Benioff

CUSTOMER 360 #1 3 MILLION Salesforce introduces “100 BEST COMPANIES Employees surpass Customer 360 to easily TO WORK FOR” 3 MILLION volunteer hours connect and manage Fortune customer data across Salesforce apps.

FOR THE KIDS 150,000 NEW OFFICE DOING WELL AND DOING GOOD SUCCESSFUL Salesforce commits Salesforce establishes Salesforce surpasses a $108 run $50M to foster computer CUSTOMERS the Office of Ethical and rate faster than any enterprise science education Humane Use. software company in the world.

PRIME SPOT on board 5,000,000,000... Salesforce tops Fortune’s inaugural Paker Harris named ...transactions happening Future 50 list of companies to Board of Directors in a single day on the positioned for breakout growth Salesforce platform. Images: © Salesforce 16 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 17

IRELAND AUSTRALIA SALESFORCE NEWS FROM AROUND NEW SALESFORCE TOWER TO BE ONE OF IRELAND’S MOST SALESFORCE VENTURES SUSTAINABLE OFFICE CAMPUSES INTRODUCES $50 MILLION Dublin, January 18, 2019—Salesforce (NYSE:CRM), the global leader in CRM, today AUSTRALIA TRAILBLAZER announced Salesforce Tower Dublin, significantly expanding the company’s regional FUND headquarters in Ireland. As part of the expansion, Salesforce plans to add 1,500 new local jobs over the next five years. Salesforce.org, the philanthropic arm of Salesforce, Unveiling of fund kicks off Salesforce also announced a $1 million grant to Educate Together, supporting the opening and World Tour Sydney running of schools in Ireland. Today’s announcements were made with the Irish Prime SYDNEY, March 5, 2019 — Salesforce Minister, An Taoiseach Leo Varadkar TD at an event in the Convention Centre Dublin (NYSE: CRM), the global leader in where nearly 1,000 Salesforce employees were present to hear details of the new plans. CRM, today announced that Salesforce Salesforce Tower Dublin will be an urban campus of four interconnected buildings Ventures, the company's global corporate THE GLOBE investment group, has launched the HERE’S JUST SOME OF THE HEADLINES THAT HAVE CAUGHT OUR EYE... located on North Wall Quay within Dublin’s vibrant Silicon Docks, overlooking the River Liffey. Salesforce employees are due to start moving into the 430,000 Sq ft campus Australia Trailblazer Fund, a new $50 in mid-2021. Salesforce Tower Dublin is being developed by Ronan Group Real Estate million fund to empower Australian and Colony . startups in the Salesforce ecosystem. Other panel discussions included … in value added to the global economy by 2030, With this new fund, Salesforce Ventures supporting close to 40 million full-time jobs. SWITZERLAND Plans for Salesforce Tower Dublin will include an immersive video lobby experience; deepens its commitment to the region Read more, including thoughts from former TAKING ACTION FOR THE OCEAN riverside paths connecting the campus to the cultural city hub; and an “Ohana Floor”, by investing in local innovation and U.S. Vice President Al Gore, on the Salesforce an open hospitality space for Salesforce employees, customers and partners, which will inspiring Australian entrepreneurs to ON DIGITAL GLOBALIZATION How can the world tap into the resources of the Newsroom. also be available for not-for-profit organisations and local community groups to use on create next generation technology that AND CLOSING DIGITAL DIVIDES: ocean while protecting it from environmental weeknights and weekends at no cost. drives customer success across industries. collapse? This was among the topics discussed Marc Benioff was joined on the stage by Jane PANEL DISCUSSION in a panel discussion titled “Taking Action for Goodall, Bono, teen climate activist Greta There is a phenomenal market the Ocean” on Wednesday. Did you know? Thunberg, diplomat and environmentalist opportunity to enable world-class According to the Organization for Economic Christiana Figueres, President & CEO of startups across the country. According January 23rd: Technologies of the Fourth Cooperation and Development (OECD), Sompo Holdings Kengo Sakurada, and to Startup Muster1, nearly half of Industrial Revolution are reshaping oceans could contribute $3 trillion annually will.i.am. Australian startups are actively trying everything from economies to the nature to raise funds, and 45 percent identify of work. As this transformation takes shape, as delivering Software as a Service it’s important that this wave of digital (SaaS) products. If these startups can globalization doesn’t leave people behind secure financing and scale, 25 percent and is broad-based and inclusive. This was the of the Australian economy is likely to theme of a panel discussion titled “Making be directly impacted by software by Digital Globalization Inclusive” at the 2025, which equates to $524 billion World Economic Forum Annual Meeting in of GDP, according to StartupAUS2. Davos, Switzerland.

Garden Tower in the heart of the vibrant Marunouchi neighborhood, Salesforce co-CEO Keith Block as one 'fourth' act is using AI to give its customers where we’ve leased all office space in the mixed-use building. Connected of the top 10 enterprise tech executives the 'Holy Grail'. Block said that Salesforce JAPAN GLOBAL to the Tower is direct access to public transit and right on our doorstep is transforming the technology industry. has reinvented itself several times over the SALESFORCE ANNOUNCES ‘TOWER TOKYO’ one of Japan’s most iconic landmarks, the Imperial Palace and Gardens. NAMES The publication notes that Keith has been 20 years since it first came into existence, a central part of Salesforce's focus on each time establishing itself as a major player April 10th : Today we’re proud to announce our first Salesforce SALESFORCE CO-CEO KEITH customer success and how the company is in a new market. tower in Asia Pacific, “Salesforce Tower Tokyo.” BLOCK TO ITS LIST OF 100 leveraging today's "perfect storm of amazing PEOPLE TRANSFORMING technology disrupting business models and Japan has been a cornerstone of our global presence since the very markets” to drive value and innovation for beginning. It was the home of our first international office 19 years BUSINESS customers. ago, just a year after Salesforce was founded in San Francisco. Our Tokyo office started with three employees and has grown to more April 15th Business Insider released Business Insider also profiled Block in a than 1,500 employees. its inaugural list of “100 People piece titled The new co-CEO of Salesforce Transforming Business,” and recognized explains how the $124 billion cloud company's Salesforce Tower Tokyo” will be located at the Nippon Life Marunouchi 18 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 19

• how many people they need companies build location-based workflows connected to Sales & Service. • where to put them ‘Our customers, • how to make them as productive as possible partners, and Having met John Stewart and many of his • how to track what’s being done in real time employees are at the team over the years I can tell you they are an • what they can learn to improve going core of everything amazing group. Highly focussed on customer forward. success and dedicated to their employees and we do here at the Salesforce ecosystem. This is a very smart WHAT MAPANYTHING MapAnything. We move by Salesforce as it drives for greater HAD TO SAY: want to personally say growth in revenue and customer success. thanks to everyone The MapAnything team will certainly MERGERS John Stewart CEO of MapAnything said who’s been part of bring quality, innovation and a seriously “Salesforce’s pending acquisition of our journey thus tight solution to the Salesforce stable. AND ACQUISITIONS MapAnything comes at a critical time for brands. Customer Experience is rapidly overtaking price far. We would be You can see more about MapAnything at: to see this acquisition going sideways and the as the leading reason companies win in the nowhere without your https://mapanything.com/ customer centric values will win out. support, feedback, ‘Employees of both market. Leading companies like MillerCoors, Michelin, Unilever, Synchrony Financial and and encouragement.’ Salesforce and Salesforce.org It clearly sends out the message that Mohawk Industries have all seen how location- have volunteered 3.8 million ‘philanthropy is a culture’ and therefore enabled field sales and service professionals hours of their time in their further embedding these principles into the can focus on the right activities against the In our 9+ years in existence, we’ve been a core Salesforce offering can only enhance the right customers, improving their productivity, communities.’ Salesforce SI Partner, an ISV Premier Partner, good that Salesforce brings to its customers. and allowing them to provide value in every and a Salesforce Ventures portfolio company. interaction. We are very excited to start the next chapter REX LANGTON On an investor conference call, Salesforce Mapanything NAVIGATES The Location market is expanding rapidly, and in our journey once the deal closes, this Rex is a business specialist who has said it would continue "to provide free and INTELLIGENT SALE TO the addition of MapAnything to Salesforce will time as part of the company we so respect worked from Wall St to Woop Woop highly discounted software to nonprofits and SALESFORCE help the world's leading brands accurately Rex continually reviews and delivers education institutions around the world" while and admire. plan: how many people they need, where to opinion on global issues and the making the philanthropic-minded arm of its April 2019 - Salesforce signed a definitive put them, how to make them as productive as most important business activities business an actual software vertical within agreement to acquire MapAnything, a REX SAYS: possible, how to track what’s being done in the company. pioneer in location-based intelligence This geo-enabled field productivity solution software built natively on the Salesforce real time and what they can learn to improve After another amazing Salesforce quarter with Salesforce said it would add $150 million Platform. MapAnything integrates map- going forward. is built on the Salesforce platform. Helping strong results for many in the ecosystem, to $200 million in revenue to its books this based visualization, asset tracking and route there have been some key moves by Salesforce fiscal year, but said the transaction's one-time, optimization to drive efficiency for field and it’s partners that will see us ever more $200 million non-cash charge reduced its sales and service teams and deliver a better impressed by the tenacity of these trailblazing adjusted-profit forecast by 20 cents a share customer experience. companies. Here are a couple that caught our for the year. "The impact on GAAP EPS is eye this quarter. expected to be more significant than for non- WHAT SALESFORCE HAD TO SAY: GAAP EPS due to the additional stock-based WHAT SALESFORCE HAD TO SAY: compensation charges and the impact of other Customer experience is rapidly overtaking various non-cash items, including income price as a key differentiator for brands. When Salesforce was founded in 1999, the tax adjustments.” MapAnything empowers field sales and company pioneered the 1-1-1 model of integrated service employees to show up armed with the corporate philanthropy, donating one percent REX SAYS: right context to effectively address customer of its equity, product and employee time to needs, allowing them to provide value in This could impact shareholder price and communities around the world. every interaction. cause some disruption for NFP’s as there may be some fear and wringing of hands With MapAnything, Salesforce will be uniquely ‘To date, Salesforce and of large multinational charities that the positioned to extend the power of Sales Cloud Salesforce.org have provided much discounted licence fees may increase. and Service Cloud post-closing to deliver Culturally, there are some subtleties too market-leading location-based intelligence technology for free or at a as some in the know compare SFDO as solutions that improve field sales and discount to more than 40,000 Salesforce 5-10 years ago with its culture service employee productivity to deliver nonprofits and education and considered approach. The charity customer success. institutions and donated more and education sectors are different to the than $260 million in grants.’ commercial .com business. However, Marc The addition of MapAnything to Salesforce Benioff and co are so vehemently passionate will help the world's leading brands accurately about their philanthropic child that it is hard plan: 20 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 21 KEY MESSAGES FROM EQUALITY DREAMFORCE DREAMFORCE A LOOK BACK AT SOME OF THE HIGHLIGHTS FROM DREAMFORCE KEY NOTE ADAM RIPPON AND TRACEE ELLIS ROSS DISCUSS EQUALITY, DIVERSITY AND REPRESENTATION DREAMFORCE 2018 A REVIEW OF THE KEYNOTE CEOS MARC BENIOFF AND KEITH BLOCK. THE FREE-FLOWING KEYNOTE COVERED THEIR BELIEF IN DREAMFORCE KICKED OFF ITS 16TH ANNIVERSARY WITH A SHOWCASE OF INNOVATION, LED BY CO-THE Tony Prophet, the Chief Equality Officer for Ross and Mr Rippon are both advocates for of representation is for underrepresented TRAILBLAZER COMMUNITY’S ABILITIES TO CHANGE THE WORLD, THE SALESFORCE 360 DEGREE VIEW Salesforce, kicked off the 2018 Dreamforce diversity, equality and speak on the importance communities.’ Equality Keynote with a discussion about the of representation. OF CUSTOMERS, AND UPCOMING OPPORTUNITIES IN THE FIELD OF ARTIFICIAL INTELLIGENCE. Fourth Industrial Revolution and its effects on Mr Rippon then discussed the challenges of equality. Mr Prophet began his discussion by Ms Ross discussed claiming feminism, and training and competing while living below the Salesforce Customer 360, a business solution spoke about their mission to deliver tools, addressing the fact that the Fourth Industrial discussed how her feminism has evolved over poverty line, coming out, and representing the that includes Service, Marketing and Commerce knowledge and connections to the tech industry ‘This is a celebration of Revolution is going to change everything. It time. As a college student she didn’t self identify LGBTQ community on an international stage. clouds and more, was highlighted through to underprivileged students. With seventy you, our Trailblazers, of will redefine every aspect of our existence, he as a feminist but came to understand that she the stories of several Trailblazers, including five PepUp Tech students in the crowd, the everything you are doing. stated, from how we communicate, to how we has always been someone who identifies as an This was a sentiment shared by Ms Ross, Brunello Cucinelli, the Italian fashion brand founders encouraged the tech world to hire access education and even to what it means advocate for those who are underprivileged and the two went on to discuss their shared It’s an incredible moment,’ that puts people ahead of all other business from their organisation’s graduates. to have a job. and under-heard. She then went on to discuss feelings of responsibility, a responsibility to Benioff proclaimed. interests and objectives. using her public platform to be an advocate use their platforms to represent and advocate Other featured Trailblazers included Unilever, In light of the transformative nature of the and an ally. United Way and Marriott. Unilever showcased for underrepresented communities. Salesforce’s Principal Mobile Architect, Fourth Industrial Revolution, Mr Prophet the way in which they are using Heroku ‘This is an important time for the whole world,’ he QingQing Liu, demonstrated the capabilities encourage the audience to ask the question: Mr Rippon summarised this feeling clearly technology and Customer 360 to better serve said, adding, “business is a platform for change.’ of Einstein Voice, the program that allows are we creating a better world for the next and powerfully when discussing his time on their distributors and customers. ‘If you’re sitting in customers to connect to artificial intelligence. generation? Salesforce, he explained, attempts the US Olympic team as an openly gay man: Salesforce’s commitment to its stated values the spotlight and not ‘It’s a time where we are taking personal action to answer this question through trying to were reiterated, with Benioff drawing special Tony Prophet, the Chief Equality Officer, went to change the world,’ Benioff concluded. ‘We’re ensure the ethical use of technology and using it, what is attention to the company’s commitment a step further in demonstrating the Customer doing it together.’ building a culture of equality. He went on the point?’ ‘My skating wasn’t for me to improving public school education and 360 capabilities by sneaking off to a staged to say that Salesforce has worked to drive a decarbonizing Dreamforce 2018. It was the Marriott hotel room. There he used “smart” anymore, I was skating for a culture of equality through the principal of Ms Ross asked lot of other people.’ Trailblazers in the room, however, who were speaker commands and automation to adjust Photo: Dreamforce 2018 © Salesforce being an ally. the audience. championed as the greatest agents for positive his room’s temperature, play the music of his change in the world. choice and drink a macchiato. The stage was then handed over to Ellen McGirt, the Senior Editor of Fortune Magazine who We would like to hear from you if you are The keynote also touched on two new Salesforce The thousands of Trailblazers in the crowd mediated the fireside discussion with Adam She went on to discuss how important her helping to champion new ways in improving offerings. Co-founder and Chief Technology had a lot to cheer about, but it was nonprofit Rippon, Olympic Bronze medallist, figure skater, “Black-ish” character has become to her, inclusivity and diversity. Officer, Parker Harris, presented Salesforce’s PepUp Tech that stole the show. With their and the first openly gay US male athlete to win a character she believes shows the United two most important projects: Einstein Voice four founders in attendance, including a medal in the winter games and Tracee Ellis States a black woman who is not just surviving, Send your article to and Salesforce Customer 360. Salesforce employee Selina Suarez, the group Ross, the star of the hit sitcom “Black-ish”. Ms but is thriving, and how important that sort [email protected] 22 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 23

AN EYE-WITNESS REPORT... DREAMFORCE ADDRESSES GROWING HOMELESSNESS IN SAN FRANCISCO.

According to some well-meaning others on their messy, unconventional CHALLENGE OF HOMELESSNESS IN accounts, it is “at the forefront of a journeys, but nonetheless do not deserve cultural transformation, the spearhead to be punished to this extreme. of an artistic revolution, a cultural gem.” To describe them as ‘the walking dead’ is Not words I would associate with to imply a functionality beyond even some Tenderloin. It is the epitome of inner- of the more lucid victims. Most people I city deprivation. A confused symbol of witnessed were beyond ‘walking’, were 21st century destitution and degradation beyond most functions you and I take for NADIO GRANATA beyond anything else I had ever seen. Yes, granted. Many appeared to be long-term, I’ve seen homeless people on the streets perhaps even life-long, suffers of mental MCIM,FHEA of Cairo, Istanbul, London, Dublin and health issues. Issues which, in any other other infamous landmark locations with respectable, caring society, would not punish SAN FRAN reputations for double digit growth and On the opening day of Dreamforce 2018, Nadio Granata is managing director of so severely, surely? Salesforce’s philanthropic branch, Salesforce. SF Media Partners and co-founder of yet progressively deteriorating problems org, made the announcement that it would be Partner Event Promotions. Here’s his of homelessness. I’ve drunk port in Some survive in clusters, amid others at issuing $18 million in grants aimed at addressing hard-hitting account of the homeless the dry riverbed in Alice Springs with the very bottom of Maslow’s theoretical three of San Francisco’s most pressing social issues he witnessed in San Francisco the castaway Aborigines and listened hierarchy, whilst others lay alone in issues: homelessness, public education and to their fight for land rights and dignity distant doorways of rat-infested puddles cleanliness. The grants include $2 million Following the announcement made by whilst squandering their extortionate surrounded by a toxic sewer of human dollars to address homelessness and hunger Benioff at Dreamforce 2018, we thought recompense on drugs and alcohol. I’ve waste pungently distinctive from that of in the Bay Area. it would be timely to add our own shared benches with failed businessmen the savage rodents that wait in line. observations. What follows is an eye- (never women), who have graphically Along some streets and alleyways, the bodies The announcement was made at a press witness account from SF Society Magazine and willingly described the all-to-familiar literally spill out across the infested walkways conference featuring San Francisco Mayor founder, Nadio Granata, from his first-hand tale of a bad business decision leading into the gutter, at which point the authorities London Breed, Salesforce Chairman and experiences whilst attending Dreamforce. to losing their job, their marriage, their seem to be instructed to intervene ... if only Co-CEO, Mark Benioff, Oakland Mayor home and inevitably their mind and The message I received on 1st August, stating to drag the dying carcass back onto the Libby Schaaf, and Hamilton Families CEO, with it, their dignity. that our hotel rooms in San Francisco had walkway, out of the ‘harm’ of passing traffic, Tomiquia Moss. been cancelled, came as a thunderbolt out But not on this scale. Not so deeply to live a miserable moment longer. of the blue. Planning our trip to Dreamforce entrenched into the very fabric of the ‘Speaking as a fourth generation San had, until then, been perfect and now we hitherto yet to be ‘gentrified’ fabric of this The mornings are the worse. As Franciscan and somebody who grew up in this were thrown into a last-minute panic to find amazing, iconic city. comes up, the cardboard corpses come city, I’m excited that we can take the power of and counseling as well as 1500 supportive something central, decent and affordable. alive ... perhaps, that’s something of an Salesforce and the power of all our customers platform for change,” Benioff told the San housing units. To say I was ‘appalled’ is an understatement. exaggeration as surely not every desperate, and community, and give back to the city Francisco Chronicle when speaking about Reaching out to the Salesforce ohana was How could a civilisation of any filthy, lonely corpse makes it through in a meaningful way,” Benioff said at the the homelessness issue in October. “My goal Mayor Breed would like to see thousands more both helpful but also frustrating as we denomination, never mind, affluent, the night. Urine and diarrhoea stain press conference.’ is to demonstrate that businesses can be this of these units built around the city, a concept received countless recommendations but, goal-seeking and liberated Californians, the cardboard hovels as they get pushed kind of force for good in the world — that that enjoys a great deal of support throughout when followed up, each and every hotel allow such desperation to exist within out for the road sweepers to ‘clean’ Salesforce.org is donating $500,000 each we can do well and do good.’ the Bay Area. While the city is responding to was either full or extortionately expensive. its reach, both shocked me and up before the baking sun cements the to Hamilton Families, an organisation that the issue, contributions like the one from One recommendation did, however, bear appalled me. discharge to the ground. works to combat family homelessness in San Salesforce are increasingly important. With fruit as we managed to book into the San Fransisco, and Larkin Street Youth Services, a tech companies playing a significant role in ‘We want to thank Francisco City Centre Hostel in Tenderloin. These are not children begging in the street I’ll leave it for another time and place nonprofit that helps young people transition the increasing cost of living in the city, many Salesforce and its staffers, and pestering for backsheesh, or disabled to argue the facts, rationalise the reasons to a life beyond homelessness. San Franciscans have expressed the belief that who show up at our To the unfamiliar, The Tenderloin is a returning from a recent war, no, these are and justify why we can witness such these same companies should play a larger role neighbourhood in downtown San Francisco, people like you and me, of an age that inhumanity and yet still leave Dreamforce While the number of homeless in San Francisco shelters and make lunches in helping to alleviate the problem. , in the flatlands on the southern should be looking forward to enjoying the feeling a sense of achievement. has declined over the past 15 years, the city’s with us,” Moss said at slope of Nob Hill, situated between the pleasures gained from a lifetime of toil. increasing property prices and gentrification Benioff has previously voiced frustration and the press conference. “We Union Square shopping district to the These are brothers, sisters, aunties, uncles Watch out for our update on have displaced and pushed the homeless concern with other tech billionaires for their couldn’t do what we do northeast and the Civic Center office district and mothers and fathers who have no doubt Homelessness in San Francisco in our population out in to the public eye. In perceived lack of charity that they have offered without organizations that to the southwest. let themselves down and let down many Dreamforce edition response, the city has doubled its expenditure the city in which they operate. on homelessness to more than $300 million, partner with us and battle building four Navigation Centres in order to ‘I really believe, exactly as I’m trying to homelessness.’ provide temporary accommodation, advice demonstrate, that business is the greatest 24 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 25

The two charities that run StreetLink, “All partnership working is based on shared accuracy, and allow users to provide extra Homeless Link and St Mungo’s, have both value and good communication, but working information and feedback. Its offline-first COMBATTING HOMELESSNESS AND used Salesforce since 2010 with much of their with an ISV partner like MobileCaddy adds functionality is much better suited for busy operations on the platform, and Homeless Link another dimension,” Matt explained. “At city centres and rural locations with patchy is actually an ISV partner of Salesforce.org. StreetLink, we’d built one mobile app, but coverage, and it’s fully integrated with the MobileCaddy had built hundreds. So it wasn’t a StreetLink Service Cloud system. ROUGH SLEEPING WITH SALESFORCE So Matt and his team knew that the rebuild simple case of us coming up with requirements of StreetLink would be a complex challenge and they’d build it. It was really important for Collection of all the information through their involving integration of different tools and them to listen to us, our users, our staff and digital services allows StreetLink to geocode technologies, but they were able to call on a volunteers, and then to show us the art of and map all the data to make sure people great deal of support along the way. the possible without driving us to a solution are connected to the right local services and that doesn’t meet our needs. maximise their chances of receiving support. “We knew about the ecosystem, both in terms of what was possible, but also knowing that Matt said, “We’re also pleased that the new “This required trust on both sides. most of the ecosystem is aligned with the app allows us to be more agile and use an MobileCaddy were open to listening to us philanthropic mission of Salesforce. When evolutionary approach to development. We’re first, then come up with great suggestions for we reached out to several partners across the able to release updates and new versions improvements, and committed to making this ecosystem, all the partners we worked with with a flexibility that we didn’t have before.” a success. For example, only three months TECHNOLOGYBY GUEST AUTHOR JUSTIN HALFPENNY were delighted to help, and offered us some after we launched the new StreetLink, we pro-bono or discounted services and licences Naturally, winter is the most important time experienced the ‘Beast from the East’ severe to enable us to use their excellent offerings.” of year for StreetLink, as sleeping rough would get them help faster and could prevent receive alerts from the public. We collate all weather, and use of our app went through the is not just dangerous and bad for health further rough sleeping in the future. this information into a single database on the A key part of that was a new, custom, offline- roof with 50,000 downloads in a couple of in cold weather, but a matter of life and Salesforce Service Cloud.’ days. MobileCaddy were really responsive to Additionally, the homelessness sector needs first mobile application, capable of handling death. And with the power of the Salesforce work with, and managed to keep our systems to enable the public to take action more StreetLink was started in 2012 on a shoestring the large volumes of engagement with the platform, and the support of the partner running at this critical time.” easily to help rough sleepers, and improve budget, with a website, a database, and a phone public. So StreetLink sought the services of ecosystem behind them, StreetLink was communication regarding ways they can do so. number, based in one office, and with some us here at MobileCaddy to help develop the better equipped than ever to battle the simple mobile apps. These were all managed app, but we’re proud to say they found much We optimised the design of the new StreetLink critical issue of homelessness in the UK These gaps are made even bigger when, as separately for a few years, which worked more than that through the partnership. mobile app to collect more data with greater over the last winter. Matt Harrison, Director of StreetLink, JUSTIN HALFPENNY at first, but as the systems developed and explained: ‘People who face a homelessness became more sophisticated, the limitations Ceo MobileCaddy crisis in their lives and see no alternative began to affect the quality of service. Matt ‘We know that when the but to sleep rough on our streets have rarely added, “When we first started StreetLink, prepared for homelessness. Evidence also we expected most alerts from the public weather is really cold, shows that when people first reach the streets, to come via the phone line, but even in the with snow on the ground, they often don’t know who they can turn to first winter of 2012/13, about half our alerts then we’ll see huge public for help.’ came via digital channels. We had lots of attention and high use of manual processes and systems. Reporting was This is where technology has a crucial role to StreetLink. We have to a particular challenge, as we had to integrate play, and, in particular, StreetLink. be ready for this, able to data from multiple systems at the end of With the number of people sleeping rough each quarter.” respond to the vital alerts in England increasing 169% since 2010, from the public, and get homelessness is one of the greatest problems ‘StreetLink is a simple way And by 2016, three quarters of their alerts them acted on by local facing our society today. were digital, mostly from the website, and services in minutes and for the public to take positive alerts from the old mobile app had also caught One of the key challenges to ending homelessness action, putting people sleeping up with the phone line. Use of the service hours, rather than days. is a lack of data and information about people rough in touch with services had doubled and they were under immense who are sleeping rough. Better data intelligence that can help them,’ pressure to keep up, so it became clear they needed a better digital solution. said Matt. This means having trained staff and volunteers, Matt continued, “We decided our priority was but also having systems that are rock-solid to have a single platform that would integrate and reliable when usage can spike all our alert channels, incorporate the learning overnight by ten times its normal amount,’ ‘This means the time people are sleeping from the first four years of running the service, Matt concluded. rough is shorter, which has a positive impact make our processes more efficient and less on their safety and wellbeing’. costly, and improve our reporting. This is If you see someone sleeping rough, why we were delighted to be awarded a grant visit www.streetlink.org.uk. ‘To make StreetLink accessible to everybody, from the Salesforce Foundation to rebuild we offer an omni-channel approach, with a Download the free mobile app for Apple StreetLink on the Salesforce platform.” mobile app, a website, and a phone line to and Android, or call 0300 500 0914. 26 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 27 LADIES BE ARCHITECTS GO TO SF SOCIETY DREAMFORCE MAGAZINE LAUNCHES magnificent women. Our purpose was to of the day (4.8/5!), with some great comments encourage more women to start thinking about to take away for future talks. AT DREAMFORCE 2018 moving into project leadership roles by sharing our career journeys, showing why we wanted to Since Dreamforce, we’ve seen another increase We did it! On Tuesday 25th September 2018 an online version free to download anytime, has become something of a YouTube sensation”, get to the next step by interviewing a panel of in our membership and contributions. We just we created history by launching the first anywhere in the world, we are massively excited continued Nadio, somewhat awkwardly. CTAs, and finally, that it’s achievable - through released our 2019 V2MOM, which outlines our ever independent magazine to represent the to be part of this innovative development within our live solutioning session, which was a lot plans for next year. To support that, we started Salesforce partners across the whole ecosystem. the Salesforce ecosystem and look forward to “To cap it off, I actually walked past Marc of fun (and a challenge!) to do. a fundraiser which has, at the time of writing, seeing it grow from strength to strength”. Benioff outside the Marcone as he was rushing raised £1,500 for our operating costs. We’ve We also welcomed 130+ people from the Hosted by Conga, one of our founding to deliver the keynote. I so wished I’d given GEMMA EMMETT had a huge number of women achieve more Thanks also go to the Cube production team Ladies Be Architects community for a drinks sponsors at The Thirsty Bear in front of an him a copy of the magazine but he was in such Gemma started Ladies Be certifications - shout out to everyone who got who supported the launch party with an unusual reception, where we were able to celebrate exclusive, specially invited audience, SF a rush that I missed the opportunity. Hopefully Architects, a global movement that their Platform Developer I since Blanca Leon interview of founder, Nadio Granata, whilst our first year and recognise our members for Society Magazine became a reality. he will get to see it anyway. encourages and celebrates the Carter’s study group - and proudly celebrated Conga hosted a silent disco in the background! their achievements in style, with panoramic achievements of IT architects, in our first woman CTA pass since the group SF Society Magazine was devised by James I’d like to put on record my sincere thanks views of San Francisco. Thanks, Bluewolf, for October 2017. An award-winning began. It’s an honour and a privilege to help Collett formerly of Salesforce he said “A few to all those who made the launch possible buying the drinks! Solution Architect at Bluewolf, women build confidence in themselves - even years ago I noticed the increased amount of ‘The whole Dreamforce and especially the main contributors to the Gemma recently became a The response to Ladies Be Architects was more so to see so many people succeeding. information and great stories being released experience was unreal’ magazine including Conga, makepositive, Salesforce MVP and loves hanging incredible. Having people come up to say hi across multiple channels. However this Jitterbit, Mason Frank, Natterbox, Bluewolf, out with her Ohana buddies across and thank me for Ladies Be Architects and information was coming out like water from said Nadio Granata. Ladies Be Architects, Mirium and James Collett. the world. my blog was very humbling. It’s easy to type a fire hose and so much for people to absorb. articles and run webinars from the relative To read the Dreamforce edition of the magazine “My vision was a magazine that highlights stories “Jeff Frick’s interview was fun. Answering his safety of my own office; going to Dreamforce visit: https://www.sfsocietymagazine.com/ Make an impact at Dreamforce. SF Society from around the world with links and opinion questions whilst the Thirsty Bear was rocking in showed who was succeeding with content we were keen to add their support to this to further enrich the readers discovery of the the background to a silent disco was a little bizarre To see the Jeff Frick interview go to: https:// produce. In addition, our career journeys talk emerging force within the ecosystem. We amazing ohana we are all so proud to be a part to say the least. But it seemed to work as the video youtu.be/ot0JSLxyb2M was the highest rated Admin breakout session invited Gemma Emmett to comment on of” James continues. her experience at Dreamforce and this is what she had to say I had supported nadio with a magazine launch many years ago and as so it was a natural fit This was my second trip to Dreamforce; the for the SF Society to be born. first time was in 2016, when I booked annual leave and went to soak up the sessions, the Featuring a selection of partner stories from swag and take things in. I knew that this time, around the globe, including contributions from since Ladies Be Architects started and my Veeva in the USA, FullCRM in Australia, Ram husband Chris and I had made more friends Tracking in Canada and the ever-insightful within the Ohana, it’d be different. That was Simon Peel from Jitterbit, the magazine was a complete understatement. warmly received by all who attended the launch.

This year I was most excited to meet my Ohana, “We are delighted to have been able to sponsor the but particularly my Ladies Be Architects co- launch party and play our part in this important leaders, Charly and Susannah. Not only did development for the ecosystem”, said Ken we meet in person for the first time after Cavallon EVP global business Conga. “SF Society months of FaceTiming, but we did our first Magazine provides a voice for all partners, large ever Dreamforce talk together and that was or small, globally. It’s the very first publication of an incredible experience to share with these Photo: L-R: Charly Prinsloo, Susannah St-Germain and Gemma Emmett its kind, very well written and produced. With 28 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 29 START UP PROFILE: BUSINESS SUCCESS A NEW SALESFORCE PARTNER IS BORN! THROUGH DIGITAL DOCUMENT it as: ‘A group of people leading the way in where he redefined the alliance and go to new developments or ideas.’ market strategy contributing to over 48% growth in just over 18 months. His methods TRANSFORMATION And Vanguard Cloud Consulting are doing are disruptive, agile, professional and fun … that right from the kick off. They are positive anyone who has worked with James knows and accelerate business at all levels. disrupters and have already turned quick-start that when he says he will do something you PLOT YOUR COURSE implementation on its head with the exclusive can depend on it happening. online implementations at a third of the cost DID YOU KNOW? Document intelligence gives old documents new of a typical Quick Start. “He always delivers on his promise,” says purpose and infuses new documents with the Of the business with advanced digital JAMES COLLETT Salesforce customer Christopher McClellan data and smarts to impact desired outcomes. transformation strategies: Digital transformation of documents takes Founder & CEO Vanguard WHY ARE THEY DOING THIS? (CEO of RAM Tracking). “James has been • 32% cite increased revenue & profit as a just three steps: Cloud Consulting working up to this point for many years and CEO James Collett states: “Having worked has taken the time to understand deeply what key benefit 1  Discover 2  Modernize 3 Analyze in the ESMB space as an Account Executive makes the ecosystem tick and how to give his • 42% prioritize personalization strategies for Salesforce I understand the challenges customers the very best advice and care”. CIARAN MCCULLAGH • 49% are interested in using machine learning for both the AE & the customer. Salesforce NAVIGATE THE TURBULENCE AVP Alliances EMEA at Conga. should be in every business in my opinion. As James is joined by business partner and COO Ricky WITH CONGA a partner, Vanguard Cloud Consulting want Mortimer. Another highly regarded professional in Ciaran has over 20 years leadership DOCUMENTS ARE THE CONNECTOR Understanding that digital transformation to reduce the TCO (total cost of ownership) the ecosystem having held delivery leadership and experience in Alliances & Channels, Documents are used to convey critical business never ends is just taxiing to the runway for for the customer whilst ensuring they get the operational roles for two of the most successful partner marketing, sales, business information, yet most are manually created, poorly takeoff. The best pilots of business are directing best possible start on Salesforce. We believe consultancies in the UK and multiple blue-chip development, sales operations and controlled, and disconnected from the valuable digital transformation at improving operations, RICKY MORTIMER in doing business ethically both commercially organisations. Ricky has experience of delivering technical support environments. data stored within Salesforce and other systems. unleashing more data, and delighting customers. and environmentally so this type of service transformational and deeply complex solutions Founder & COO Vanguard But it helps to always have a good navigator drastically reduces our carbon footprint. across multi cloud multi-vendors and enjoys the Intelligent, connected document take data Cloud Consulting at your side. respect of all his peers in the delivery world. Ricky EVERYTHING IS DIGITAL & and processes that have already been digitally We also know that if we can support customers is passionate about customer success, building EVERYONE IS DOING IT transformed and put that information to work. Conga is the clear leader in document NEW but not unknown, award winning by being creative with our service, customers strong partnerships and being part of a highly intelligence, having spent a decade developing professionals from the Salesforce ecosystem who implement correctly achieve over 40% successful team. The explosion of the internet in the 90s, the KEEP THE THROTTLE DOWN and refining its document solutions, which with many years’ experience from consulting better success rate of early adoption and growth always-on connectivity of the 2000s, and the is now used by thousands of customers to on Salesforce licensing and solutions to on the platform. Because of this, customers “I have worked with Ricky for a number of years. cloud-computing of today have helped business Companies that stop investing in digital manage millions of documents. When you’re architecture and implementation… Vanguard realise the benefits of this best-in-class solution He is a veteran of the Salesforce ecosystem and move faster. It all opens up new opportunities transformation once they’ve gone far enough, plotting your course, looking for experienced Cloud Consulting have arrived and are set to and are more than happy to renew and grow has a passion for building best of breed solutions for growth, but every company has aces to these or who ignore the reality that document are a advice, and dealing with turbulence, the best make an instant impact. It is extremely rare their licence footprint which helps Salesforce and doing the right thing for the customer,” says same tools & technologies. The first phase of necessary component, will eventually crash copilot is the one with the most experience. to see a start-up with so much experience. too. So, in short, we look at this offering as Mark Hill Group CIO Frank Group & Mason digital transformation was the low-hanging fruit, and burn. Yet more than a fifth of companies That’s Conga! The knowledge and respect this team have our way to reduce eco and drive success for Frank (world #1 Salesforce Recruiter).. and most companies have made similar progress. think their journey is complete. And while will ensure that they deliver even the most the customer and Salesforce. A win, win, win, nearly every document is digital, the process complex of solutions. if you like!” The first in our series of Start Up profiles. SF THE JOURNEY NEVER ENDS surrounding them and the data within them Society Magazine supports new businesses are ripe for digital transformation. In fact one of their pillars states, “The promises James Collett is renowned in the UK/I for and are keen to hear from you about your Leading companies never stop their digital we make are the promises we keep, WE are his energetic and creative approach to doing new venture within the Salesforce ecosystem. transformation. They are transforming in DID YOU KNOW? the VANGUARD!” business after many years as a successful Send your information to: editorial@ new and novel ways, bringing in modern Salesforce Account Executive. James became sfmediapartners.com and we will do our best technologies to improve the customer 21% of companies think their Digital So, what does Vanguard mean? They define a senior figure in a major platinum practice to feature you in the next edition. Good luck! experience, and collecting more data to inform Transformation Journey is done. 30 SF SOCIETY \ SPRING 2019 ADVERTORIAL SF SOCIETY \ SPRING 2019 31 Q AND A: BRING VISIBILITY ACROSS YOUR

HAYMARKETSALESFORCE AND PARTNERS DELIVERED A CPQ PRESENTATION CAMPAIGN IN LONDON FOCUSING ON THE BUSINESS CUSTOMER JOURNEY FOR TWO TRAILBLAZING ORGANISATIONS. WE GOT TO SIT DOWN WITH ONE OF THEM WITH EINSTEIN NAMELY, RACHEL BROCK OF HAYMARKET MEDIA. the power of analytics to survive and thrive LEARNING FROM OUR Twickenham. We employ approx. 1200 offerings. Allowing the users to be able in an increasingly competitive landscape — staff members across the world. to make choices quicker and easier. including smaller service-based organisations. OWN EXPERIENCE FinancialForce is one such organisation, As an example, one of our titles has a At FinancialForce, we’ve already seen 4 leveraging the power of the Einstein platform WHAT ARE YOUR USP’S? pretty in-depth product offering and tangible benefits from running an to provide analytic and AI capabilities across We are the largest privately owned only certain inventory can be offered analytics-based ERP and PSA system our entire business. media company with over 60 years under certain section sections. It was internally. Because our ERP, PSA, and CRM of heritage. We are specialists in our a really big product build for us as it all run on the Salesforce Platform, we were chosen markets and we pride ourselves needed to be detailed. What we did was JOE THOMAS THE SALESFORCE able to quickly adopt Einstein Analytics 1 WHAT IS YOUR JOB TITLE AND on generating premium, trusted make sure using the CPQ product rules PLATFORM ADVANTAGE and Einstein Discovery across all of our key AREAS OF RESPONSIBILITY? brands and content for our known that we linked the sections and sizes. Joe is the Analytics Evangelist business systems. Einstein Discovery is the audiences. We also care deeply about This allowed the users to only select for FinancialForce, focused layer of artificial intelligence built into the Group Sales Operations Manager. I our local community. Our work with on the benefits of the Einstein FinancialForce has a unique position as a Salesforce Platform that delivers predictions oversee Salesforce within Haymarket. what they needed. our education and charity partners Analytics and Artificial nimble SaaS Enterprise Resource Planning and recommendations based on unique I work hard on encouraging adoption really matters to us and everyone is Intelligence platform to (ERP) and Professional Services Automation business processes and customer data. The within the business and I communicate 7 WHERE DO YOU SEE encouraged to get involved. augment human insight. Joe has (PSA) solution provider that can leverage implementation was completed in a matter our roadmap of developments back to HAYMARKET AND CPQ implemented and marketed Salesforce’s tremendous investment in of weeks and currently drives how we manage the stakeholders and users. 5 SPECIFICALLY REFERRING TO DEVELOPING? Analytics, AI technology, Einstein to both improve our company our business. In addition, we are beginning I see a lot of opportunities for Business Intelligence and processes and our service offerings. By sitting to embed Einstein in all of our application 2 HOW LONG HAVE YOU BEEN CPQ … WHAT MAKES IT SUCH A Haymarket and CPQ. With all the Reporting tools for over 20 natively on the Salesforce Lightning Platform, offerings to help our customers realise many WITH THE COMPANY? GAMECHANGER? updates they have been doing to years at global organisations FinancialForce continues to develop quickly of the same benefits we are seeing ourselves. like Oracle, Apple, Autonomy 16 years but in my current role 4 years CPQ makes our reporting and product the product we will be taking more within the Salesforce ecosystem and take Here are a few: and Merrill Lynch. catalogue easier to manage. We have a advantages of the new features. One advantage of Einstein. 3 complex product structure where we CONSISTENCY. As a midsized company TELL US A LITTLE ABOUT THE development I would love to see is a 1 have to report in detail and to different looking to grow, keeping everyone on HAYMARKET MEDIA GROUP … link to Google Dart for publishers as We sit at an amazing transition point in While many businesses have already taken accounting codes. CPQ allows us the the same page is critical. By embedding Haymarket Media Group creates award- this would allow us to advance our business history. In less than 15 years, companies the important first step from legacy, on- flexibility to do this. Also allows us AI into all our core ERP processes, winning specialist content and services digital CPQ offering to the business. like Google, , Amazon, and Alibaba premises technology to cloud-first systems, to report by line and all the various we can consume data, understand for international audiences. The company have gone from tiny, unknown startups to a critical obstacle remains: most cloud ERP different ways we need to. CPQ is very patterns, and have a single view of our has more than 70 market-leading 8 AND FINALLY, WHAT WOULD YOU large game-changers, completely disrupting and PSA systems are still designed for the user-friendly which speeds up the customers that spans sales, marketing, brands created by world-class experts traditional service industries such as news linear, transactional order-to-cash process process for the users. SAY TO ANYBODY CONSIDERING support, professional services, and in locations in the UK, the US, Hong publishing, entertainment, and retail. How and are difficult to integrate with front office operations. AI and analytics allow us to Kong, Singapore, India and Germany. IMPLEMENTING CPQ? were they able to do this so quickly and systems and processes. Those still running 6 maintain a single, consistent view of our Our consumer and professional brands CAN YOU GIVE OUR READERS If you can make your product catalogue so broadly? These companies have this in bespoke, on-premises ERP and PSA systems, customers, products, and services. This connect people and communities across as simple as possible it will really help common: adoption of analytics and Artificial are left having to manually patch together SOME SPECIFIC EXAMPLES OF view adjusts in real-time to customer digital, mobile, print and live media you out. Also, make sure that you check Intelligence (AI) at scale, across all customer- Excel-based processes to run the business. THE IMPACT CPQ IS HAVING ON actions, sentiment, and capabilities at platforms. We have more than a dozen and remove any options you don’t need facing operations These systems can turn the back office data volumes and velocities greater than offices including London, New York, New YOUR PROCESSES? into an anchor, slowing innovation and every 18 months. the capability of any human to do on Jersey, Bangalore, New Delhi, Mumbai, CPQ had an immediate impact on the While most organisations do not have hundreds new revenue models developed by the their own. Singapore, Hong Kong and Braunschweig. business as previously mentioned it To feature in a future Q and A, contact: of millions to spend on a comprehensive rest of the business, ultimately hampering I am based in our Head office in allowed us to streamline our product [email protected] analytics strategy, companies can still leverage profitable growth. 32 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 33 About FinancialForce FinancialForce delivers 2 EFFICIENCY. Human capital often such projects, and the best areas for our Spring’19 release, including enhanced the #1 professional represents the vast majority of cost for expansion has always been difficult for service forecasting analytics. providing a service. Anything that makes services organisations to determine. Organisations like yours that have already services automation individuals and groups more efficient Through dashboards, powered by made a commitment to the Salesforce (PSA) and the only provides immediate value within an Einstein, our employees can examine ecosystem should choose a Professional customer-centric individual project. However, being able and visualize predictive patterns based Services Automation (PSA) and/or ERP to “do more with the same” human on a volume and variety of structured and ERP. We accelerate solution which natively leverages your capital from an operational standpoint unstructured data that would be impossible business value with investment in the Salesforce ecosystem. If has strong bottom-line impact as well. At for a human to analyze in a spreadsheet, comprehensive best you haven’t already considered the benefits FinancialForce, we’ve been able to grow or even traditional analytics tool. These of the Einstein platform for your business, practices and the most revenues, customer count, and quantity models are constantly tuned to our specific the time is now. intelligent analytics— and margin of our professional service service offerings to obtain greater predictive precision and reduce forecast variance. At all on the leading projects at double digit rates without To find out more, read our No Nonsense a macro-level, predictive models around business cloud platform adding corresponding operational Guide to AI in the New Services Economy, “project profitability” and “propensity to from Salesforce. headcount, thanks to efficiencies found just go to www.financialforce.com/resources. through analytic and AI-powered ERP and renew” have made key impacts around PSA. Utilizing past patterns of behavior, the growth and profitability of our support customer sentiment, and product usage and service organisations. data enables us to focus on customers that are in danger of attrition or, more favorably, HOW CAN YOU BENEFIT? at a point where sales of additional users or products would be met positively. FinancialForce first offered financial reporting, powered by Einstein, as part 3 PREDICTABILITY. This is a core benefit of our Spring’18 release. As part of the of analytics and AI for a service-based Fall’18 release we added analytic dashboards organisation. Being able to understand to our Financial and PSA offerings. These future demand, the skills required for dashboards have been expanded as part of

Photo: Tech Trees - Financial Force 34 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 35

will continue to bring their data together speed product approvals. Programs based 2 DRUG PRICING PRESSURE WILL HELP DRIVE NEW and move toward risk- based trials— on regulator and industry collaboration 2019 LIFE where data is collected and analyzed will help drive more efficient processes MEASURES TO IMPROVE throughout a trial—for a current, holistic and bring life-changing therapies to OPERATIONAL EFFICIENCY. view of the patient. The result will be patients faster. In the coming year, better collaboration between clinical expect organizations to find new ways to SCIENCES INDUSTRY sponsors, CROs, investigators, regulators, improve the efficiency of trial execution, Escalating pressure to bring down drug prices in Europe from expanding alliances and even patients. submissions development, and other areas such as the Beneluxa Initiative and Valleta - HENRY LEVY, GENERAL MANAGER, across drug development. Declaration3 will drive new innovations. VEEVA VAULT CDMS - JIM REILLY, VICE PRESIDENT, In addition, companies will contract with VAULT CLINICAL payers differently, such as with direct- payment systems that reduce costs by 5 QUALITY 4.0 WILL TAKE In 2019, the industry will continue to optimize eliminating intermediaries. A BIG STEP FORWARD IN processes to develop and bring products to market that are faster and smarter. Innovations It will also be critical for the industry to MANUFACTURING. in precision medicine, drug pricing pressure, develop ways to improve operational and new applications for artificial intelligence efficiency. Companies will turn to more More companies will digitize and connect will generate the most change as organizations advanced technologies such as artificial quality operations to usher in Quality PREDICTIONS continue to deliver a record number of TRANSFORMING THE SUPPLY CHAIN TO SPEED DRUG DEVELOPMENT, intelligence and modern clinical management 4.0, which blends new technologies such breakthrough treatments and cures. AND FIVE OTHER PREDICTIONS FOR THE REST OF 2019 systems to streamline processes and increase as advanced data analytics, artificial employee productivity. intelligence, and virtual reality with quality SOURCES: VEEVA SYSTEMS management solutions. This new approach - MATT WALLACH, will help companies connect all quality 1 “New Drug Approvals,” Drugs.com, December PRESIDENT AND CO-FOUNDER processes for end-to-end visibility across 2018. See complete list at https://www.drugs. the organization and reach new levels of companies look to keep pace with the investments com/newdrugs.html. performance and innovation. they are making in product development. 3  2 COMPANIES WILL DISCOVER - MIKE JOVANIS, VICE PRESIDENT, “Precision Medicine Market – Forecasts THE KEY TO TAKING FULL VAULT QUALITY from 2018 to 2023” Research and Markets, 1 EVERY LINK IN THE ADVANTAGE OF ARTIFICIAL August, 2018. See full report at https://www. PHARMACEUTICAL SUPPLY researchandmarkets.com/research/38zxls/ CHAIN WILL ADAPT TO SPEED INTELLIGENCE IN COMMERCIAL. 6 CONTINUED PARTNERSHIP global_precision?w=5. DRUG DEVELOPMENT. We will move toward an AI-driven workforce BETWEEN REGULATORS AND 3 “Emerging Collaboration in EU Drug Pricing as artificial intelligence becomes a standard THE INDUSTRY WILL DRIVE and Reimbursement,” by Maude Schmidt and HENRY LEVY MICHEAL JOVANIS As more companies drive breakthrough capability across enterprise commercial FASTER DRUG APPROVALS. Giovanni Saldutti, Pharmaceutical Executive, innovations in precision medicine and applications. AI will not only continue August 22, 2018. See full article at http://www. the market grows to almost $90 billion by to improve sales force effectiveness with Early success with partnership programs pharmexec.com/emerging-collaboration-eu- 2 2023, significant changes will be required suggestions on next best actions, but also between health authorities and the industry drug-pricing-and-reimbursement-beneluxa- in the traditional supply chain. These become more pervasive and embedded in will encourage ongoing collaboration to case-study. groundbreaking drugs give patients hope, commercial processes. but also entail complicated logistical requirements. For example, producing - PAUL SHAWAH, CAR-T cells requires a process that must SENIOR VICE PRESIDENT, be replicated in small, individual batches, VEEVA COMMERCIAL CLOUD which can make it difficult to scale JIM REILLY GREEN PAUL SHAWAH production to meet global demand. 4 DATA WILL FLOW MORE In response, pharmaceutical companies Continuing our look The pace of breakthrough innovation will create new ways to handle, store, SEAMLESSLY BETWEEN into key Salesforce continues to have a significant impact across distribute, and administer temperature- and CLINICAL TRIAL SYSTEMS verticals, here’s a unique the industry and requires a fundamental shift time-sensitive products. Since many of these AND STAKEHOLDERS. insight into the future in how companies develop and commercialize therapies are specific to individual patients, of the pharma industry drugs. From transforming the pharmaceutical the supply chain will need to acclimate to As the number of data sources in clinical with special focus on supply chain to leveraging artificial intelligence, the unique conditions of targeted medicines. trials rises, companies will look to streamline organizations are embracing new ways to drive There’s also an opportunity to eliminate steps the transformational the flow of data and information between changes taking place greater operational efficiency along the way, helping to relieve some of stakeholders and systems. The cloud will the financial strain that comes with change. in the supply chain. MATT WALLACH enable clinical data management teams to see Here are Veeva’s top predictions for 2019, and the - MATT WALLACH, all of their data in real time and easily share What’s happening in big changes you can expect to see next year, as PRESIDENT AND CO-FOUNDER information with stakeholders. Organizations your vertical? Email: editorial@ sfsocietymagazine.com 36 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 37

integrated and unified manner. Regardless of a rich and connected digital omni-channel location, device or channel, this means you are experience. However, ensuring that the WHY CONVERSATION HOLDS THE KEY ideally placed to deliver fluent conversations contact centre is part of that experience with customers in a way that suits them best. is critical to success.

Giving your agents the power to seamlessly pick NewVoiceMedia was one of the first-to- TO TRANSFORMING YOUR OMNI-CHANNEL up where customers left off is key to delivering market with an omni-channel contact centre the one-to-one experiences that set you apart solution fully integrated for Salesforce. from the competition. When you need to shift Delivering a unified experience across the conversation to an appropriately skilled both voice and Salesforce implemented rep, an omni-channel contact centre ensures digital channels, it allows your business your customers receive the support they need, to obtain unprecedented visibility across without having to repeat the same information all channels. they’ve already shared on different channels. Enhance your omni-channel strategy, MAKING EVERY CONVERSATION connect with your customers and increase GREAT WITH NEWVOICEMEDIA’S revenues by making every conversation great. CUSTOMER OMNI-CHANNEL SOLUTION Contact NVM to find out how they can help you handle all your communications EXPERIENCE If you use Salesforce to manage your channels better and transform your customer relationships, the CRM will enable omnichannel strategy. CHRIS HAGGIS, SVP CUSTOMER SUCCESS AT NEWVOICEMEDIA

In the race to be everywhere, many businesses to make sure a real person can connect have forgotten that customers care more the dots in your customers’ omni-channel about experiences than channels. Customers journey. value ease and simplicity but above all else, they need their problems solved. If LOSING CUSTOMER CONTEXT your omni-channel strategy is faltering, BETWEEN CHANNELS making sure your customer has a voice and feels heard could hold the key to turning Building escalation paths from robot- things around. enabled support to live assistance is not CHRIS HAGGIS enough on its own. Because customers enter and exit conversations interchangeably Chris was appointed SVP YOUR CUSTOMERS STILL across channels, losing track of the Customer Success in 2017 WANT TO TALK TO A HUMAN context between interactions is common. and has global responsibility As customers move from web to mobile for NewVoiceMedia’s There’s no doubt that chatbots and and to the contact centre, your reps will customer success and automated self-service technologies need to know if the person on the other professional services have redefined customer relationship end of the phone has already emailed or functions. Previously, management. At the same time as offering fired you a query via self-service. Without Chris served as head of businesses scalability and speed, they this context, your agents will struggle to E2E engineering at Barclays empower customers who demand 24/7 troubleshoot, conversations will break and was services director access. Yet despite the benefits, man down and your customers’ omni-channel at Datapoint. still holds the advantage over machine experience will fall flat. in the most important area of managing the customer experience: forging positive Your business serves ultra-connected customers relationships. DRIVING QUALITY CONVERSATIONS who expect a consistent experience through THROUGH AN OMNI-CHANNEL every channel. By unifying the shopping Most chatbots run on rule-based code. This CONTACT CENTRE experiences across all possible touchpoints, means they use a list of pre-determined deploying an omni-channel strategy recognises rules to handle queries and can only John Lewis discovered that customers who take this demand. However, as the number of respond to simple requests; as soon as a advantage of its omni-channel network spend ways a customer can get in touch continues scenario goes ‘off script’ or the situation three times as much as single channel shoppers. to increase, some brands are struggling to gets emotional or complex, machines Omni-channel contact centre solutions allow maintain a positive connection with customers struggle. In such situations, chatbot-to- businesses to route voice interactions through as they move between channels. agent escalation paths are the only way email, chat, SMS, and social channels in an 38 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 39

Tot these up and you can imagine you’d want to at the right time. With Salesforce and Precursive REFERENCES build in buffer time to mitigate that. That goes you can: PRECURSIVE PERSPECTIVE: THE AGILE against the grain of current attitudes; only 57% of 1 Mercer, 2018, Adaptive Working: Capturing companies built in this time buffer and of those, • AUTOMATE processes and workflows the flexibility quotient in your organization. only half formalised it as a process and none had across customer lifecycles. a system in place to check if it was enforced. • FORECAST skills requirements for 2 PWC, 2017, 20th CEO Survey, The Talent hiring ahead of the curve and/or deploy Challenge: Harnessing the power of human If this problem rings true for your organisation, existing skills more effectively and avoid skills in the machine age. where can you turn? Add more people is the unnecessary hires. knee-jerk, default answer in most cases. But • ANALYSE data and management if inefficiencies plus the above impacts are information in Einstein Analytics to inform ‘Get a better systemic, adding more people may simply decisions and plan accurately. understanding of what exacerbate the problem. You will only highlight your current skill base these problems through a process review and The impact of this can be profound. is and manage it well. WORKFORCEFUTURE WAYS OF WORKING ON SALESFORCE likely only be able to address them through (buzzword alert) digital transformation. The PRECURSIVE Understand what time you latter is often a scary phrase, with a common are losing to things that research (The Agile Workforce) into workforce CAPACITY HURTS belief that automation dehumanises. But to PLAN. TRACK. FORECAST. Create your agile aren’t adding value and capacity. In a similar way to typical time act as a collective rather than an individual workforce with the leading resource management Unsurprisingly, 100% of those interviewed said free up capacity by using constraints, capacity constraints can damage you must digitise things; move away from one app and make better decisions about teams and capacity constraints negatively impact their automation. Then plan a company from multiple angles. Precursive human, one unit. I wish I could lay claim to projects. Increase project productivity and margin business. What’s potentially more interesting wanted explore this metric to see if it truly is that last sentence but that came from a VP of through strategic deployment, making sure the right in the right recruitment are the impacts themselves: at the forefront of planning and deliverables, Technology from NTT Data. people are on the right project at the right time. at the right time.’ truly at the forefront of an Agile Workforce. Simon Keyes, 1 Lack of downtime: client needs will always Reach out to Robbie at [email protected] What we learnt surprised us from a people, The Agile Workforce, 2018 trump personal growth opportunities. CONCLUSION to discover more about The Agile Workforce, process and technology perspective. Head of Pre-Sales & Programmes Combined with poor planning the receive the full white-paper or book in a free ROBBIE BURNELL Only 15% of interviewees said they measure development of your team stalls, and session for yourself or team to highlight further Robbie Burnell has worked across capacity well and 89% saw tech as the future. THE RESEARCH they’ll be aware of this. insights from leaders in the operational world. sales and marketing for a range Companies who are investing in Salesforce have been able to better manage demand via of industries, from automotive to We worked with multiple industries, companies 2 Talent Acquisition: when recruitment either Sales Cloud or Service Cloud, they can business services and licensing. and roles and, to cut a long story short, isn’t aligned to organisational resource analyse their supply in Precursive and therefore He moved to Precursive having 100% saw capacity as an issue in the digital and the skill requirements, there is a strain maximise revenue opportunities from their listened to the issues of resource age (95% as a top three issue, a fifth as the #1 on effective working. managers through his experience impact on the business). The issue is people team. Salesforce provides a unique platform at CEB (now Gartner). Over the typically conflate capacity with utilisation, a 3 Fake Busy-ness: if the only measurement to visualize your workforces’ productivity. last year he’s been dedicated to metric as simple as being billable or busy. But of productivity is utilisation, people aren’t Progressive companies are mapping out their The Agile Workforce, research it doesn’t account for productivity, efficiency willing to ‘waste’ time on their own personal team’s skills, knowledge and passions to ensure and learning how attitudes are or effectiveness; it boils people down to a time growth objectives for fear of being seen they get the right skills coming into the business shifting towards time, capacity and commodity - not a great feeling. as unproductive. utilisation for leading organisations. 4 Work Fatigue: doing anything outside of day Viewed through a different lens, capacity to day delivery can increase effectiveness can be a forward planning metric that Since 2018 there is a buzzword that you cannot but having to deliver to set expectations highlights a company’s complete roster of avoid hearing: Agile. Agile presents software can prevent this. potential including skill, experience, even developers with a globally recognised approach passion areas. That way it doesn’t just and philosophy. And now, people with roles inform time and task, it actively influences outside of software are increasingly saying, “We project bids, opportunity, margin, Q: WHERE DOES CAPACITY RANK need to be more agile”. Sounds great but what employee empowerment, customer does that truly mean? Mercer Research shows FOR YOU IN ITS IMPACT ON DAILY satisfaction, skill intake and more. PwC flexible and agile are approaches that leaders OPERATIONAL ACTIVITIES? say that 77% of CEO’s see availability often wish to achieve for their workforce (90%) of skill as the biggest threat to their but few actually adopt (19%)1. business2 - so this isn’t simply an issue for Well firstly, you can only be (or remain) agile your operations team, it impacts across if you have the time and opportunity to do so. the business and everyone needs to have It has to be part of your company culture and a view of it to curb its negativity. Capacity embedded in its planning in order to achieve planning wise you can’t just teach - you the kind of agility people are discussing. need to attract the right talent and skill - it needs to be easy for people to move to find We (Precursive) uncovered this in our new opportunity internally. 40 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 41

If this is the case, how come improving data These Customers have corrected billions of quality doesn’t appear near the top of their records and continue to run millions of automated priority list? clean-up routines on a daily basis. The metadata about what’s wrong with their data and what’s WHY ON The answer can be provided by using the old done to correct it has resulted in the development adage: “Stuff that can’t be measured, can’t be of our Validity Trust Assessments or VTA. managed” and traditionally there’s been no way to measure the business impact of data The VTA is a wholly automated report derived quality or integrity. from this collated metadata that doesn’t just provide a Data Trust Score – which is a For decades Validity’s tens of thousands comparator across similar Industry peers – it WOULD I WANT of customers have been using tools such also comprehensively correlates data quality BEN MCCARTHY as DemandTools, PeopleImport and Brite and business performance and then quantifies Managing Director at EMPAUA & TO DO THAT? Verify to improve their CRM data. the benefits of improvement: SalesforceBen.com Founder EARTH ‘Salesforce has AS SALESFORCE CELEBRATES ITS 20 YEAR ANNIVERSARY, WAYNE PARSLOW OF VALIDITY REFLECTS ON always had a HIS PERSONAL JOURNEY THROUGH THE CLOUD TO REACH DATA TRUST HEAVEN platform strategy in order to support their customer’s businesses,” explains Ben McCarthy, EMPAUA Managing Director and SalesforceBen.com Founder. WAYNE PARSLOW ‘But the platform Executive VP of Validity for EMEA that was available when I started my career (Sales, Service & Force.com), has now expanded into 8 Almost every company has now realised that Today, most companies are targeting digital core cloud products. it needs to record the information it has about personas and CRM systems have become the At the centre of all its customers and anything else it can capture bedrock of all digital marketing initiatives. If, this is data and, the with respect to those relationships. back in 2004 someone had asked me if I were more you decide to considering using my CRM as the bedrock of my In the late 1990’s, and through the 2000’s, use Salesforce like a Unsurprisingly, we now call these ‘Customer digital transformation I would have responded power was completely vested in the customer Relationship Management’ systems and the with “Why on Earth would I want to do that?” platform, the more service staff. This, after all, was how they tried biggest of these is, of course, Salesforce.com. vital it is that your to differentiate – if they could be bothered to. data is as up-to-date This is where the revolution began, because they But here’s the bit that matters most … The way this has unfolded permeates how were terrible at providing Customer service. and clean as possible. almost everybody transacts business today. This couldn’t be any In 2004, I was responsible for European Sales ‘Digital personas are only as For the first time, Sales, Marketing and your score and the benefits to be gained more relevant for at a High-Tech Company in the Boston area The internet has opened up the entire world Operational Executives can measure the from doing so, introducing a constant regime the C-Level, as one as a market and the buyers have become good as the quality of data and was told to use this thing called Salesforce that they’re made up of and impact of CRM data quality on their business of data quality improvement and monitoring. of the major causes to record sales opportunities and report my digital personas – or digital representations in terms of lost opportunity, forecast accuracy, of individuals and organisations. most Sales and Marketing marketing campaign effectiveness and a host of for lack of proper pipeline in something called a ‘cloud’. “Why on Earth would I want to do that?” Executives know that their other attributes and characteristics and again, KPI statistics in has now become “Why on Earth wouldn’t It was slow, it was clunky and I made the cardinal If you are not a corner shop, or a local as the old saying now goes – “Stuff that can be data integrity isn’t good you want to do that?” Salesforce, is mistake of attempting to synchronise all of the trader, customers appear to you as a digital enough for what they are measured, can be managed” bad data.’ 2500+ Microsoft Outlook contacts with it – a representation of themselves – you don’t meet process from which I am pretty confident I have them face to face, you don’t schmooze them, you being paid to achieve.’ The VTA contains a remediation playbook To find out how you are doing, yet to recover from! But times have moved on: don’t take them to lunch, like in the old days. explaining exactly how to go about improving go to https://www.validity.com 42 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 43

CONNECT WITH OUR NEW 2019 SALESFORCE MVPS SALESFORCE 1 ALDO FERNANDEZ 2 AMNON KRUVI HOW CAN YOU 3 ANGELA ADAMS NOMINATE A 4 ANNA LOUGHNAN 5 BARBARA CHRISTENSEN FUTURE MVP? 6 BEN MCCARTHY AMRON KRUVI’S HOLLY FIRESTONE (MVP) 7 BHAVANA SINGH 8 BILL FLORIO MVP JOURNEY 9 BRENDAN CONROY 10 BRIAN KARCINSKI To be eligible to be chosen as a Salesforce MVP, nominees must have been MVP’S 11 CHAMIL MADUSANKA active in the community for at least twelve months. AMRON KRUVI 12 CHARLY PRINSLOO 13 ESTEVE GRAELLS GEMMA EMMETT The official Salesforce MVP nomination process: teach others about becoming certified, really to people everywhere, and mere hours after 14 resonated. A few months later I gave my very getting home, I discovered that I was elected 15 GLORIA RAMCHANDANI Like everything we do in the Trailblazer Community, the process is designed to be very community-driven! Here’s how it works: first talk about using dynamic Apex, and shortly as a Salesforce MVP. 16 GREG GIFFORD after the one I’m more known for – Invocable 17 HOUSSAM SAOUDY 1 Nomination: Salesforce MVP nominations are open once a year for several Methods: The Musical. 18 JAMES BROWNE weeks (this year’s nominations closed January 11). We receive hundreds of 19 JENNA MOLBY unique nominations from community members and Salesforce employees. As part of my journey to become certified (Note: it only takes one nomination to be considered!) JENNIFER BOWEN I had also started answering questions on 20 the Trailblazer community. At first, I wanted 21 JEREMY ROSS 2 MVP Review: Current Salesforce MVPs provide the first round of review AMRON KRUVI to have more in-depth knowledge of Sales 22 JOHN DANIEL on nominations. They are able to weigh in based on real-life experience interacting with nominees in a variety of channels. MVP Cloud, but even after passing the exam I kept 23 JOY SHUTTERS-HELBING going. There were all these people succeeding Salesforce architect and 24 JULIO DIEGO BARRADO FERNANDEZ 3 Salesforce Stakeholder and Employee Review: Keeping in mind the Salesforce development leader with (in part) because of the help I was providing 25 KUMIKO AKIMOTO MVP feedback, we review nominations again with a diverse of people them. It’s an intoxicating feeling, even though background in startup companies 26 KISHORE B T from across the company. This group includes members from teams like and consultancy. Specialising I would never meet most of them in person. Salesforce.org, AppExchange, Alliances, Salesforce Developer Relations, LARA BLACK in Force.com, CRM, and an Before I knew it, I had made it to the answer 27 Salesforce Admin Relations, and others. This diverse group helps us make assortment of web and mobile leaderboard alongside absolute legends like 28 LEANDRIA STREETER sure all communities, groups, and regions are fairly represented. We then technologies. Steve Molis and Narender Singh. 29 MATTHEW POE meet to review nominations and share stories about all of the awesome 30 MARISA HAMBLETON things the members of our community are doing. These activities eventually earned me a 31 MARISA LOPEZ The Final List: Finally, we create the list of new Salesforce MVPs to be I first discovered Salesforce 3,500 kilometres reputation for someone people could come 4 MARK ADCOCK awarded! The new class is notified the night before we make the official from London. I was in the process of to for help. Some people needed tutoring for 32 announcement on Twitter, in the Community, and on the Salesforce blog. immigrating to the UK and looking for a certification exams, others had production 33 MARTIN HUMPOLEC temporary contract to make myself useful in emergencies or design queries for which they 34 MAYA PETERSON Keep in mind that participation in the program is reviewed annually, and the meantime. If only I knew then that this needed another perspective, and some were 35 MELANIE HEAD Salesforce MVPs are often renewed based on their ongoing contributions contract would land me in the middle of this special: I was asked to participate in Inspire 36 PEDRO MANUEL MOLINA GOMEZ during the most recent year. incredible community! East – in less than 48 hours! I immediately 37 RADHIKA BANSAL accepted - it was an opportunity to do something For a very long time I cared very little 38 RUPESH BHATIA for one of the very people who inspired me to for getting involved. It was great to find ‘As an MVP, I only hope to SANDI NUSS ZELLNER join the community in the first place. 39 WANT TO KNOW MORE ABOUT THE ROLE OF A SALESFORCE MVP? answers through search engines, but to be able to help more people, 40 SARAH AMIN ask or respond to them seemed like too more effectively. Whether HERE’S WHAT SALESFORCE SAY: Such local events were followed by ones in India 41 SCOTT LUIKART much effort. It was years later, once I and the Netherlands. The idea of appearing I discover new channels to SHINYA YAMADA “Salesforce MVPs are nominated by the community started my certification journey, that I 42 around the globe was absolutely terrifying, but communicate with others, even learned user groups existed! 43 SHREY SHARMA for exceptional contributions and commitment to exciting at the same time. Then, a few weeks resources, or opportunities 44 SQUIRE KERSHNER helping others succeed. And they truly shine because ago, I went on holiday back home, Israel. It But by the end of my first developer meetup, to inspire others – this 45 STEVE BAINES it’s clear they do so much to help the community learn I was inspired to become part of it. was such a pleasant surprise to be recognised community will make by the local community members, invited to 46 TAMI LAU Salesforce, connect, have fun, and give back together.” To see people like Keir Bowden and Gemma chat and discuss opportunities together. It the most of it!’ 47 TOM HOFFMAN Emmett on stage, investing their own time to showed me that I was really making a difference 48 UMAIR ILYAS 44 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 45 GETTING MARRIED WITH SALESFORCE MEGHAN VAN DEN BERG

So, when Emile dropped on one knee, we came We could easily see which guests were coming, across a new problem. How are we going to where they were staying, what they wanted to manage this complex process of planning a eat and what their preferential drinks were wedding? We live in London but wanted to (Had to make sure we had enough tequila!). have a destination wedding in Cape Town, South Africa. We had people from all over the world coming to the wedding and how were we going to manage the process of RSVP’s, food selections and their drink preferences?

Now you may be thinking emails and excel sheets, but, this is the 21st Century (and, “Salesforce is life”, as Emile puts it!).

We go for it. Emile built the Salesforce org, created flows (#ClicksNoCode) and did the foundation of the community. This was the first time that I was seeing how easy and versatile Salesforce is, so I got involved as well (like As in most fairy-tales, a simple set of events any typical bride). occur. Boy meets girl, boy proposes to girl, couple builds Salesforce community to manage wedding process, and the couple has a happily ever after.

Now this might sound a little bit different to how But the biggest gain from this was that I saw the conventional story goes, but this is my story. how tractable the Salesforce ecosystem could I studied a BSc Physics and had just completed be, that I was now a part of. It showed me that my PGCE when I met my now husband, Emile the technology industry is not just a man’s (a Salesforce Consultant) on Tinder (how world, but a world for anyone with passion; 21st Century?). I started to see the Salesforce regardless of your educational background. ecosystem from the first moment we met. It I started doing trailheads; within a week I was was interesting because as I got to know him editing the community and creating new custom My happy story has only begun, I got to marry and his friends more, I could see how people objects to manage my budget and guests. the man of my dreams and consequently, I loved their jobs and cared for each other, always now work at a Salesforce Consulting Partner.

pushing each other to be better in their careers The solution was simple, it allowed us to Photos: © Cath Tatham, Company: Cath Tatham Photography, [email protected], www.cathtatham.com and most importantly better humans. completely automate the wedding planning. #BlazingMyTrail 46 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 47 IN OTHER NEWS… HIGHER SUPERMUMS FOUNDER TALKS ABOUT EDUCATION FLEXIBILITY Following our previous report into the Higher operations across Admissions & Enrollment, • Gift Entry Manager (GEM) Family & Community Engagement, and Education sector (see SF Magazine v1), it is • Salesforce Advisor Link IN THE WORKPLACE interesting to see that Salesforce has been Fundraising & Grants Management—with listening to the feedback gained on the road 360-degree student views at the center to help “With Salesforce.org Education Cloud, we’ve Better technology means flexible working from the Higher Education summits both at ensure their success.” been able to unify our data and break down SO, HOW CAN FLEXIBLE WORKING without compromise, so it’s now easier than home and abroad. Some of the language used silos between departments. Getting everyone Here’s a snapshot of the enhanced features ever to work flexibly. According to a recent survey BENEFIT EMPLOYERS? to win over the education sector appears to on one system has given us a leg up in serving announced in April. by Comparably* 33% of respondents say work- have been carefully modified for this unique our students, and we now have consistency A flexible workforce can present many benefits life balance is their number one concern over audience with diverse and yet specific needs. across campus.” to an employer. Firstly, a workforce like this gives New Education Cloud Features for Higher compensation, advancement and job stability. Education Focuses on Student Success opportunity for more part-time and flexible As stated on the Salesforce website: Salesforce. Editor: “Having spent over 15 years in the roles, without the need for full-time positions so org has dropped the H from the Higher Salesforce.org Education Cloud for Higher Higher Education sector, and been invited smaller organisations can benefit from a skilled Education Data Architecture, which will now Education enables institutions to intelligently to speak at Connected Campus in 2018, resource which fits their needs and budget. be known as Education Data Architecture, or ‘Innovative drive student success across the student life I am thoroughly excited to hear these HEATHER BLACK technology can EDA. This change represents an expansion cycle from prospect to alum. New solution announcements. The days of designing for Heather Black, is CEO of Flexibility also opens up working opportunities of education adoption from Higher Ed to a sets for Recruiting & Admissions, Student a Millennial are gone. Today’s students are Salesforce Supermums. Heather be revolutionary to a wider audience - take for an example skilled broader focus on the K-20 education lifecycle. Experience, Advancement, and purpose-built distinctly different and it was noticeable at runs a Salesforce Consultancy but we need to think mums who needs to work around their families. In addition, a summer release date has been products like Salesforce Advisor Link make last year’s conference that we were in danger Practice in the UK supporting hard about its use’, In general, these women have a breadth of specified for the general release of Salesforce it easy for higher ed institutions to create of catering for yesterday’s students. These non-profits. She transitioned into Chris Moriarty, Director experience and transferable skills but struggle to Gift Entry Manager (GEM), which is a gift entry personalized, empowering, relevant experiences developments clearly take into account the a Salesforce career in search of a of Insight and Engagement, find work because of inflexibility. This can also solution focusing on the Advancement space. for students at scale across their education behavioural patterns of the ‘Z’ Generation. more flexible life-style to fit around Institute of Workplace and be the case for people with physical or mental journey. These solutions include: These are exciting times”. Nadio Granata her family, and soon realised the Facilities Management disability who find an office environment too “Innovative technology is critical to provide the Salesforce eco-system needed challenging. Not only does flexibility help address personalized, relevant and adaptive experiences • Einstein Analytics Strategic Services for SF Magazine is keen to hear from more talent and there was a pool social exclusion issues, it also provides a wider to drive student success across their entire Recruiting & Admissions educationalists. We would especially like to of mums looking for flexible pool of (often more experienced) potential journey,” said Rob Acker, CEO, Salesforce.org. hear from recent customers who are rolling • Einstein Next Best Action careers. She launched Salesforce It seems that balance and flexibility is workforce for recruiters. “With these announcements, we’re closer to out EDA. Tell us about the process of adoption Supermums two years ago to particularly important in Tech roles: in the achieving our vision to create a platform to • Mobile Publisher you have employed, the pain points and the raise awareness and support same survey, 51% of people in design jobs and Also a flexible workforce can help with time-zone support lifelong learning from K-20 and beyond.” • MyTrailhead for Higher Ed net gains. [email protected] women into the tech industry. 49% of people in IT jobs say they felt burned working, giving a broader customer reach too. out. These two industries represent the highest Having a staff member who is able to work during On 16th April, Salesforce announced: rates of burnout from those participating in evenings and weekends can extend the reach of the survey. the team into different time-zones and countries. “Today, Salesforce.org is announcing HOW FLEXIBILITY Education Data Architecture (EDA), the WORKS BOTH WAYS Considering flexible working practices can expansion of Higher Education Data Across the board, employees appreciate having open up your roles to a wider talent pool and Architecture (HEDA). HEDA, the foundation Are you struggling to recruit the right managers who are flexible. Flexible managers also improve retention, loyalty and referrals as of Education Cloud, is leveraged by more than Salesforce staff? Do you employ flexible treat employees as individuals and work with a happier workforce will stay with you longer. 1,000 higher education institutions including working practices? If not, it could be why. them to accommodate personal styles and Harvard, UVA and UMASS Lowell. Now, the needs. Managers who are flexible also give Heather Black, transitioned into a career in data architecture will support the needs of Flexible working is a big thing - with clear their team greater independence about the Salesforce as she was looking for a flexible both K-12 and higher education organizations. links between flexibility at work and physical way they accomplish goals. They assess role to fit around her family. She realised if & mental health. Creating a better work/ the needs of their employees and give she could do it, other mums could too, so she Developed in alignment with the Ed-Fi Alliance’s life balance has never been higher on the constructive guidance, and recognition launched SalesforceSupermums in Nov 2016 industry-leading data standard for K-12, EDA agenda for individuals and employers, which individually. “Being flexible is good for to raise awareness and train other mums in will empower K-12 institutions to streamline is great news. everyone”. (The Balance Careers). Salesforce skills. 48 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 49 KEEP CALM AND Connect within Salesforce and the partner ecosystem through SFSociety magazine PLOG ON READ ● CONTRIBUTE ● SPONSOR ● ADVERTISE SF SOCIETY MAGAZINE SUPPORTS COLLEAGUES WHO ARE DOING GOOD THINGS TO ENRICH THE LIVES OF OTHERS. HERE’S A PIECE SENT TO US FROM AN EMPLOYEE AT A LARGE SALESFORCE ISV. HE’S AN ACTIVE PLOGGER AND WANTED MORE OF US TO KNOW HOW WE CAN HELP. READ ON …. Contact us now to feature in this magazine next quarter.

You’d be forgiven if you hadn’t yet come across Editor: we want to help Michelle and the word ‘plog’. An amalgamation of the Swedish Dermot spread the message far and wide, www.sfsociety.com word plocka and jogging, it means to run and and encourage as many people as possible pick up rubbish at the same time. A simple yet to join this movement. Volunteers really do highly effective concept which initially took enjoy themselves and many use it as a way Sweden by storm. to alleviate anxiety and tackle loneliness. You can also qualify for VTO Now it’s popping up over in the UK and being championed by the group, Plogolution. Founders If you want to start your on Plogging group Dermot Kavanagh and Michelle Parkes are in your country, or wish to find out more, both incredibly into their fitness. Dermot runs From one small plog to what can only be go to www.plogolution.com. a successful personal training business and described as a movement; Plogolution was born. Michelle loves to throw herself over muddy A community group whose mission is to create obstacle courses in her down time. They have happy and healthy communities that we’re both long realised the importance of exercise proud to pass down the future generations. for mental health gains and wanted to find a way to bring their love of fitness and a growing Michele and Dermot say: “We are aware that Invitation To alarm of the state of the environment together. we’re the first generation that knows there is a big problem with the way we’re looking after our Salesforce They ran their first plog back in July 2018 planet and probably the last generation who can and attracted 16 people, picking up over 30 do something about it. This is why we’re keen & partners: bags of rubbish over a 5k run through Putney to involve children from infant schools upwards and over Hammersmith Bridge, London. The and educate them on the environment, spread energy from the plog was quite something. a message of sustainability and encourage them This is our call to Salesforce The mixture of running endorphins and the to look after their local environments. We’ve employees and partners! Why knowledge they were doing something great arranged a number of school plogging clubs not create your own plogging for the environment was a heady mix. and at the time of writing we currently have 15 group under the Plogolution schools actively running and picking litter up banner? We will get you started, Running a plog a month throughout London around their local areas with another 10 set to help you source equipment meant they tackled lots of different parts of start by the end of the year. This allows us to and provide support. For more the Big Smoke. But the one thing that they promote healthy living and also collect data information or to get started, email [email protected] certainly saw in common was the amount of on all the rubbish that is collected which is rubbish littering the streets. From the standard fed into a centralised database. We can really crisp packets and many plastic bottles to start to see the extent of the rubbish problem Be the change that we need in this broken loud hailers and discarded sex toys! when after just 5 weeks with one school and world and help us make a massive difference to local communities. At the time of writing, the largest plog they one week with another school we’ve picked held in attracted 49 people and covered 3 up 183 bottles, 260 cans, 51 glass bottles and different routes. 542 cigarette butts.”

facebook.com/SFMediaPartners @SFMediaPartners instagram.com/sf_media_partners linkedin.com/company/sf-media-partners 50 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 51

1 To regulate the growth substrate temperature and aqueous nutrient feed to optimise ENGINEERING AN growing conditions for a range of fresh “We believe business is the greatest produce, including salad leaves, tomatoes and strawberries, as well as more exotic platform for social change." fruits such as avocado and grape vines. Suzanne DiBianca, EVP Corporate Relations, Chief Philanthropy Officer, Salesforce 2 Global fisheries are on the decline, yet fish is a key component of protein and oils vital for human health. Several species consumed by humans grow quickly in warm waters c 20oC; in line with circular economic principles, TRANSITION waste from aquaculture operations could be processed to provide nutrient feed for ENERGY growing plant based fresh produce. TOWARDS A CIRCULAR ECONOMY... YOU CAN HELP! 3 In colder climates, surplus heat can be used to thaw the top layer of permafrost to free up Some of the Grand Challenges faced by humanity Seattle in the US into heated biospheres through more soil for growing crops, at commercial relate to energy production and consumption and the reuse of energy from a local data centre. and local scale, thus reducing long food the need for energy security. The energy challenge transportation miles and offsetting CO2 is complicated by the fact that it interacts with What about the Grand Challenge of food security? emissions. Google, Facebook and Amazon other challenges such as food security in ways have already invested significantly in new Well, cities are increasingly recognised as that are not always obvious or easy to address. data centre infrastructure in colder climates important centres for food production and to As the OECD (2018) points out, this situation to reduce cooling energy costs. There EXCERPTS FROM THE REPORT … the development of a circular economy for a can be viewed as ‘a grand challenges ecosystem, remains, however, a net surplus of heat number of reasons, not least because by mid- “One of our key objectives is monitoring social whereby potential solutions to one challenge may which could be deployed into community century more than six out of nine billion people ADRIAN BARRACLOUGH lead to good or bad effects in others.’ heating and local food production initiatives. and environmental performance in our supply are expected to live in cities. This will have management process, and encouraging our suppliers Adrian is Director of commercial mixed consequences for the environment. While In contrast to a “linear economy”, which is 4 To close the loop, surplus heat could be used to share in our values.” development and engagement the concentration of service industries means essentially an organized set of activities regulated to speed up waste infrastructure processes, for the Peak District National that there will be less distance to be covered by exchange values that do not consider the including bioreactor performance, especially “The main focus of Salesforce’s climate advocacy Park Authority. His remit includes to deliver goods and services, thus reducing environmental and social costs of production in colder climates, to produce compost efforts are on policies that set the planet, and the promoting Circular Economy and emissions, there will also be heightened pollution. (for example, pollution, resource depletion and and insect protein for fish food. sustainable business to benefit At the same time, resources are under threat geographies we operate in, on a just path to a low- climate change), a “circular economy” requires conservation and enhancement of from agricultural usage, with global projections The challenges presented are not technological carbon economy.” producers and consumers to consider the full our special national parks as well as for indicating that agricultural land use can only be or even economic, but they do require political social and environmental costs of production. the people who live, work and visit. increased by another 2%. Add to this the negative will and policy innovation. The key to success is Given the transformation of vast quantities of environmental effects of agriculture, particularly bringing public and private enterprise together electricity used storing and processing data greenhouse gas emissions, soil degradation and to close resource loops and develop resilient into equally vast quantities of low-grade heat declining water supplies, and it quickly becomes place-based solutions fit for the 21st century. energy as waste, the operations of large cloud- clear that we need to find new ways of producing FORGING THE PATH based software companies thus provides a clear food closer to urban populations. example of the functioning of the linear model. “A circular economy requires TO 100% RENEWABLE Does data centre heat energy surplus have the a level of commitment and But does it have to be this way? William potential to facilitate movement in this direction? ENERGY TOGETHER McDonough, author of Cradle-to-Cradle, determination to make encourages companies to think differently about One of the key attributes of surplus heat energy change happen and it is these issues and reuse waste in innovate ways. from data centres is that it is constant 24hrs a reassuring to know that we Ohana Design DR JOHN LEAVER There are already examples of data centres working day 365 days a year. This predictable, measurable have giants such as Salesforce “The Salesforce Design Standard, called the Ohana Design, promotes collaboration, Dr John Lever is a sociologist with to transform heat by teaming up with other heat and constant supply of energy could potentially who are leading the way. As a an interdisciplinary background consuming operations in ways that move towards be used to speed up the growth of fresh food fun, sustainability, and employee wellness. One way we achieve this standard is by working closely with our procurement team to ensure we are bringing in human geography and the creation of closed loop, circular systems. A produce using vertical farming technologies. It colleague recently suggested, sustainable design and healthy materials into all of our spaces through our management. He currently works decade ago, a town in Switzerland used energy is not inconceivable that such food production clearly there’s more to be supply chain.” in the Department of Management from an IBM data centre to heat a local swimming warehouses could co-exist alongside data centres achieved, but standards are at the University of Huddersfield pool, while in the UK - Telehouse, a leading global to maximise energy usage. emerging that others would To read the latest Salesforce Stakeholder Impact Report go to: Business School in the UK, conducting data centre provider, has won awards for reusing do well to follow.” research on various aspects of local energy and developing a district heat network in There are several opportunities for using low https://www.salesforce.com/company/sustainability/ food production in cities. London Docklands. More recently, Amazon has grade heat from data centres in agricultural Dr John Lever (May 2019) been transforming city centre office space in food production: 52 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 53

Partner Strictly Dancing STRICTLY WHY SPORTS TRAIDER EXTRAVAGANZA As with Partner Boxing, it was important to select a charity where the participants could see a benefit from their efforts. Building on the REBECCA POOLEY AND I knew we were going to have a lot of fun. We relationships forged with Sports learnt some basic steps as a group then worked Traider, Partner Event Promotions PAUL HUTCHINSON as couples to perfect our craft and make the About Strictly decided to make them the primary WERE THE FIRST EVER dances different. It was a physically tough few beneficiary of Partner Strictly. weeks and I even lost a toenail! But the sense The Partner Strictly WINNERS OF THE of teamwork and determination was infectious Extravaganza was created Dedicated to helping children SALESFORCE PARTNER and kept me going. by James Collett following and young adults get into sport, the huge success of regardless of ability, race or STRICTLY DANCING I took the fundraising side very seriously from Partner Boxing. “We were affordability, Sports Traider set up COMPETITION. LET’S day 1. We had a target to hit and I was very overwhelmed with the the Virgin Giving Fundraising Page aware that I had no corporate backing or an which, to date, has already grossed HEAR FROM REBECCA ... office I could walk round shaking a donation success of Partner Boxing over £50,000.00 including Gift Aid. bucket. That fuelled a determination in me and were discussing Additional fundraising has been and I immediately started asking everybody I what else we could do to redirected to some other charities had ever met for sponsorship. I had also kept raise money for charity, and fundraising on the night has I took a deep breath and gleefully signed up still a bit shell-shocked and completely missed a blog of my progress which ended up with a added nearly £20,000.00 to the for the most amazing dancing experience ever! what the first judge said, but was brought to facilitate business growth total effort. Thanks, in no small good following. You can see it on my website my senses by a huge cheer from the audience, across the ecosystem and measure, to Rebecca’s dedication (www.strideconsulting.co.uk). Training was split into two sections; so I was hoping it was good. In the end, we to not only the dancing, but the have fun at the same time. group dance and couple dances. Committing came away with a perfect score! But it was fundraising too. It is important to Competition day came around very quickly. That’s when James came to the training schedule was tough (we had not over yet.... point out that the overall score I arrived at the Troxy and before we knew it, up with the idea of Partner sessions twice a week for 10 weeks) but every was a combination of points we were running a few rehearsals of our group single time we met in the dance studio, the Strictly,” says Nadio gained from the dancing added dance. Everyone seemed to remember it well Soon we were all back on the dance floor, to fundraising points. atmosphere was amazing and I made some Granata co-founder of and there was a real buzz of excitement in the lined up and waiting for the final results. They great friendships. Partner Event Promotions. air. After a couple of run-throughs, it was time started with the “People’s Choice” which went to fellow jivers, Warren (makepositive) and Group dance practises were fab as there were for all the couples to practice their routines ‘It was one of those ‘bingo’ Kerry (Accenture) and I couldn’t have been quite a few of us and we were all as nervous in full costume. This was the first time we more proud! The “Runner’s Up” award went moments. As soon as he’d as each other! We were soon put through could see each other’s dances which brought to Spencer (CloudSmart Consulting) and said it, we went into full our paces and had to grasp steps from Cha a new wave of nervousness. Every couple Hannah (makepositive) which was thoroughly Cha and Rumba. It went incredibly well from were fantastic; good songs, lots of steps, high steam. We sourced one of deserved. Then I heard the words “AND THE the start and we were soon dancing our way energy and I just knew this was going to be an the best ballroom dance WINNERS ARE….Rebecca and Paul.” across the floor, although you could still hear amazing night. instructors in Europe the occasional “Sorry for hitting you on the Registrations are now open for Partner Strictly who devised a demanding head. Again”. But practise makes perfect, so The evening was soon under way, with each The week after the competition was a strange 2019. To apply for your opportunity to learn but achievable training we kept going. Two weeks into group training couple strutting their stuff to a huge (and very one. I hadn’t realised the size of the reach this how to dance from some of the best dance schedule. We knew the our partners and couple dances were revealed. supportive) audience and then I was backstage event had, I was flooded with congratulation coaches in the world, and perform in front of I got Jive, which is one of the fastest ballroom with Paul waiting to perform. I honestly can’t messages and soon had new clients to work Troxy was the perfect up to 1,000 colleagues, family and friends .... dances out there and I’ll admit, I did not feel remember much about the next few minutes. with. The cherry on the cake for me is that I am venue. It wasn’t long go to: https://www.partnereventpromotions. confident in my ability to keep up! I danced, tried to remember to breathe, kept now helping Partner Event Promotions with before we had a queue of org/partner-strictly-dancing-2019/ a smile on my face and just went for it. When their future events…. fundraising, networking people wanting to take Our little Jive gang clicked immediately and we were waiting for the judge’s feedback, I was and having fun, what more could you want? part”, continues Nadio. 54 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 55

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7: Strictly Judges: John Lilia Kopylova & Ken Cavallon 8: Strictly dance off 9: L to R - Sophie Hart, Lee Roberts makepositive & Stuart Prince Salesforce 10: Lords of the Dance from 1: Dan Dalla Salesforce.com & Ellie Barrett Natterbox 2: Dancing with the stars of BBC & RTE! Darren Bennett & Lilia Kopylova 3: James Boutel Empaua & Sam Whitmore Salesforce Salesforce: Chris Roberts, Daniel Kolodynski, Darren Nullmeyers & Stefan Jankowski 11: Chris Bacon BrightGen & Ally Boulton Cirrico 12: Strictly audience join the dance! 4: Lance Haggith and Paul from Sportstraider 5: Gary Brown and Tamta Gamezardashvili 6: Cheyenne Matos - Salesforce.com & Virginie Guinand Bluewolf IBMDancing 13: Validity Strictly Sponsors 14: Co Host Martin Corry Salesforce.com & former England Captain 56 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 57

Photo: Strictly Ben Clare Kimble & Jasmine Ashley - makepositive 15

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Winners Rebecca Pooley 19 20 21 and Paul Hutchinson 15: Lucy Jones New Voice Media & Ross Carragher Salesforce 16: Strictly coach & World Champion Michael Litke 17: Strictly runners up: Hannah and Spencer 18: Warren Metcalfe makepositive & Kerry Townsend Accenture 19: Lucy Mason MapAnything & Jason Atlantic Technologies 20: Strictly organisers Michael, James & Nadio 21: Paul Hutchinson Kimble Applications 58 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 59

The Salesforce Society EUROPEAN GOLF CLASSIC

22 23

PPOR SU T O IN F Child Social Mobility

24 25 Join us at the UK’s majestic The Richmond Golf Club to take part in a 4 ball competition.

followed by a gourmet BBQ with live entertainment. Plus, the chance to win the inaugural The SF Society Cup as well as spot prizes.

12th 1pm £500* September 2019 shotgun start per team

Limited number of teams can apply, so be quick to register your interest www.partnereventpromotions.org/events

Proudly sponsored by Delivery Partner

26

22: Tamta Gamezardashvili Salesforce & Gary Brown makepositive 23: Sapient i7 & Salesforce 24: Team Mason Frank Recruitment Group 25: Monotones Band partnereventpromotions.org | [email protected] 26: Strictly winners: Rebecca and Paul 60 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 61

Salesforce Partner PARTNERING UP Boxing gets even TO PUT POVERTY- ‘We had to allow our bigger! fighter time off to train DOWN … and get ready for the event, that is a big The ambitious fundraiser, created and delivered by James Collett commitment for the and Nadio Granata of not-for- everyone should have a chance to play a sport,” whole team as someone profit Partner Event Promotions commented Dr Lance Haggith. has to fill the space Ltd saw the Salesforce ecosystem or work vacated by pitch in 34 fighters from Conga, Before the bouts began, guests, which included makepositive, Zuora, Cloudsmiths, celebrities Linda Lusardi, former boxing world him. That all needed Natterbox, Bluewolf, 4C, Frank champion John Conteh and British Muay Thai to be organised. Not Recruitment Group, Emark, Champion Kelly Hughes, enjoyed a delicious to mention the effort BrightGen, Kimble, Third Republic, three-course meal whilst the boxers began lot better. People have obviously seen last year’s can disclose information to the police is if they some of the boxers put Cloudshift, Sapienti7 and the Youth their final preparations after ten long weeks event and thought I want a piece of that and have caused harm to the public.” Enquiry Service in 17 thrilling bouts LEE PEARSON in behind closed doors.” of intensive training. come out swinging. It is hard work doing that all for the Sports Traider Charity. Sports Journalist when you have only prepared for ten weeks,” This is why Kelly Hughes proudly wears the Said Mark Richards With the guests full and satisfied, the lights said former world champion boxer, John Conteh. Sports Traider logo when she competes; “I’m an CEO and Founder of were dimmed and a spectacular parade entered advocate that everyone should have the chance makepositive. Founded by Dr Lance Haggith, THE PARTNER WHITE into the ring to a huge roar from supporting “The cause is amazing, boxing helps a lot of to play sport. I am here to support the great work former winner of Sports Personality COLLAR BOXING fans, colleagues and families. people from deprived areas get off the streets. Lance does, he supports me when I’m fighting. ‘We support the cause, of the Year Unsung Hero Award in It gives them something to focus on rather than It’s good to see people support a worthy cause after last years’ event 2010, the charity provides sports CHARITY EVENT OF The first bout saw Aaron ‘The Thunder from the gang culture many can find themselves in. and the fighters have certainly done that.” equipment and kit to youngsters and this year, maybe Down Under” Ferguson, Salesforce, take on Sam What nights like tonight do is generate support who are less fortunate than many of next year we may see THE YEAR TOOK Cheung, CloudShift Group, in a one-sided affair and funding for those communities.” John added. us and are often able to participate Each boxer was professionally trained for 10 which saw Aaron come out victorious with a more than just one in the sporting community for PLACE AT THE TROXY, weeks prior to the event, and the hard work stoppage in the second round. The next bout And it is more than just the sporting community representative in reasons of hardship or disability. LIMEHOUSE, LONDON meant a lot of sacrifices needed by both fighter was more equal between Kelly Orcutt, Zuora, that Sports Traider helps. Across the country, and companies alike: the ring.’ ON THURSDAY and Sascha Tapfuma, Bluewolf. Kelly had the volunteer counsellors are aided by the funding better technique and was boxing clever but raised by the events. Linda a volunteer from the With the last bout Speaking about the cause on the 14TH MARCH. Sascha was just too strong, hitting the bigger Youth Counselling Service (Y.E.S) Wycombe night, founder James Collett said, between Panagotis talked about the benefits her charity provides: “The whole evening is dedicated blows which caught the eye of the judge, who Koniaris, BlueWolf, to raising valuable funds and after 3 entertaining rounds scored the bout Building on from last year, the Salesforce “We get a portion of tonight’s fundraising. This and Luke Hennaghan, awareness for a cause that has 28/27 in favour of the Bluewolf representative. Conga, in action been close to my heart for a ecosystem has certainly become more aware money helps us out massively, with rent, utility number of years. Sports Traider of the charity’s work, with an increase of almost After the bout, Sascha said; “I didn’t bills and vitally paying for our DBS checks which providing some of the charity helps kids to get into sport 100% in applications alone. underestimate my opponent as we sparred all our support staff have to have. Without best boxing. Lance by providing them with the kit together and she is a good fighter. I’ve always this, we wouldn’t be able to do what we do.” Haggith offered his they require, coaching and most “We have been staggered by the amount of wanted to try boxing, it is something I’m importantly, the confidence to give interest we have received for the event. It’s YES, Wycombe help provides free counselling final say on the night, passionate about. To do it for a good cause Registrations are now open for Partner it a go. I’m thrilled that so many of certainly gathered momentum and is already for young people aged between the ages of “It has been a really makes it worthwhile and motivated me, even Boxing 2020. If you think you have what it my friends and colleagues from the one of the largest fundraising events in the entire 13-25. This ranges from coping with domestic good evening. The more, to do it for sure. It is nice to win too.” takes to train hard for 10 weeks and take Salesforce ecosystem are getting Salesforce partner calendar,” added James. abuse, trauma, anxiety and depression. boxers have given behind this event. All profits will to the ring in front of an audience of 1,000 As the night progressed, the atmosphere got be donated back to the charity people … then register here and good luck! everything. I thank them “The money raised from tonight will help buy louder, as the support was ramping up and the “Whatever is said in our meetings is kept and it will make a real difference specialist sporting equipment for children impartial, we aren’t allowed to disclose it to for their commitment to people’s lives.” fighters obliged with some high quality boxing https://www.partnereventpromotions.org/ with disabilities. We can buy wheelchairs for anyone. We offer a safe haven for kids to talk and providing good displays throughout the evening. partner-boxing-2020/ sports like basketball and tennis which are about their problems which sometimes parents entertainment for the expensive and families can’t afford. I believe “Compared to last year, the bouts are certainly a or family do not understand. The only time we cause. I hope they have inspired people for next year.’ 62 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 63 ‘If someone had told me a few years ago that I would be fighting in a BLOG POST BY KELLEY ORCUTT charity boxing match in London as a Senior If someone had told me a few years ago in support of Sports Traider Charity who raising money to give opportunities to a Manager of Business that I would be fighting in a charity boxing raises money with the aim of ensuring all new generation. match in London as a Senior Manager of children in the U.K. have the opportunity Development for Zuora, Business Development for Zuora, I would to take part in sports and gain confidence, I would have insisted have insisted they had me confused with self-esteem, make friends and improve they had me confused someone else. Just two years ago, I was living mental and physical health and wellbeing. with someone else.’ in Boston (with no intention of moving), working for Zuora as a Business Development When the opportunity to sign up for the Kelley Orcutt Representative, and I’d certainly never 2019 event arose, I jumped at the chance. thrown a punch in my life. Signing up was one thing, but I cringed at the idea of asking my friends and colleagues When a management position opened for money even for an incredible cause like The adrenaline on fight night was like nothing up in London, I instantly knew it was the Sports Traider. But I was quickly reminded, I’d ever experienced. The electricity in opportunity I wanted. I asked my manager, when you’re a ZEO, you’re never truly in it the dressing room amongst the 30 boxers Frank Ernst, to consider me for the role. alone. Frank stepped in again by sending before the match, the thrill of walking out Frank championed my promotion with a company-wide email promoting my to my favourite Missy Elliot song, the pride Senior Leadership and within weeks I was fundraising efforts. In just a few short hours, of seeing my parents sitting at the Zuora taking a red double-decker bus to my new I exceeded my aspirational fundraising goal table with my amazing coworkers, the joy office in London where I was welcomed by of £2,000. Equally as motivating as the flood of hearing my name shouted as I landed a another set of strong mentors. of donations from my coworkers, were the punch or dodged my opponent’s, and the personal messages from hundreds of Zuora love I felt from everyone when I ultimately A year into my time in London, I witnessed employees from Chennai, San Francisco, walked out of the ring having lost the match, one of these exceptional leaders, Nicky Boston, Paris, Atlanta, and Australia. Some are all feelings I will never forget. O’Callaghan, Zuora’s Senior Director of were from dear friends that I’ve worked with Alliances for EMEA, fight in a white-collar Competitive to the core, I love to win. It’s closely over the last four years and others this competitiveness that pushes me to boxing match organized by Partner Event were from colleagues I’ve never met before. Promotions (PEP). Nicky is a force to be achieve my quota each quarter, sent me to reckoned with and an inspiration to me It was a message from one of those perfect President’s Club for the last two years, and on a daily basis and her time in the ring strangers that I read and re-read right before inspired me to relocate across the Atlantic was no different. She trained intensely, I entered the ring. A colleague shared how Ocean for a dream job. I did lose my fight smashed her fundraising targets and won he spent his childhood wanting to play — by one point (my pride needs you to her fight, further inspiring me with her sports competitively but he didn’t have the know that) but, the next day, the trainers willingness to take on a completely new means to do so — exactly like the kids that from White Collar Boxing London voted me challenge in support of a good cause. PEP Sports Traider Charity supports. His words “Fight of the Night” for leaving my heart in is an organisation that brings Salesforce reminded me that all of the blood, sweat, the ring. I believe the heart that they saw partners together to raise funds for charities and tears put into 12 weeks of training were during those three rounds has everything to and worthy causes. This particular event is not really about the fight at all, but about do with the support from my fellow ZEOs: sending donations, cheering me on through my training, watching the live stream, and screaming bloody murder ringside on the night. Even though I lost my match, I still feel like a winner knowing that 1,200+ ZEOs were always in my corner.

I’ve since promised my mother I will never fight in a proper boxing match again, but I find myself starting each work day with the advice from my trainer: “Breathe. Trust yourself. Stay on your toes. Don’t panic. Your hard work will pay off.” As it turns out, her advice on how to stay composed in a boxing match is also excellent advice for how to stay composed in sales, management and life. Photo: Bout of the night Kelley Orcutt (left, Zuora) and Sascha Tampfua (right, Bluewolf) 64 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 65

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1: The Devlins & Rebecca Keane 2: Bar set up... and ready to rumble! 3: Table Layout 4: Salesforce Partner Boxers, Class of 2019 with James Collett (L) and Nadio Granata (R) 8: Talkdesk (sponsor) Chris Barbour; Barny Pinner, Teon Rosandic, Kevin Moore 9: FinancialForce 10: Girls night out 11: Sponsors Vanguard Cloud Consulting 12: Yes Charity (beneficiary) 5: 2 Sharp Lads Ross Carrigher and Callum Bloor 6: Phil Neal (Salesforce) & John Conteh, former world champion 7: Rebecca Keane and Felicity Peart (Salesforce) 13: Sponsors and former Partner Boxing Champ, Mark Hill (Frank Recruitment Group) 14: The amazing gents from Talkdesk (sponsors) 15: Freddie Waker, Atlantic Technologies (sponsor) 66 SF SOCIETY \ SPRING 2019 SF SOCIETY \ SPRING 2019 67

  

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