Dreamforce 2019 Management Journal External Document © 2020 Infosys Limited Dreamforce 2019 | 1 2 | Dreamforce 2019 External Document © 2020 Infosys Limited Contents Foreword 5 Reinventing learning in the era of Industry 4.0 6 Customer 360, meet Agent 180 8 Amplifying experience: Succeeding in dynamic B2B communications and media 10 Creating new revenue streams with intelligent servicing and servitization 12 How Finnair delivers a next generation experience for its customers 14 Solving the provider data dilemma with Salesforce Blockchain 15 Contributors 17 External Document © 2020 Infosys Limited Dreamforce 2019 | 3 4 | Dreamforce 2019 External Document © 2020 Infosys Limited Foreword Dreamforce 2019 brought auto-remarketing solutions to together 171,000 people in the how intelligent service is changing Golden Gate City, making it the the game as companies launch largest industry event hosted into servitization. These panels by Salesforce. Dreamforce is an validated strategic discussions of annual high-energy four-day event elevating the customer experience. where Trailblazers from all over the One conference session discussed world including 13 million online ways of leveraging blockchain viewers gather to learn the latest as a solution to a health cloud to technology and to share their significantly reduce the onboarding stories and successes. process for providers. This year’s Indranil Mukherjee Dreamforce journey included Senior Vice President, We find ourselves living in times prominent people speaking on Salesforce Practice Head, Infosys that are no less than revolutionary world-class leadership. Former and driven by digital, transforming president Barack Obama sat down the way business is done. with Marc Benioff and delivered Enterprises need to pivot to inspiring words on leadership accommodate and respond to skills he learned while in the White the market shifts around trust, AI House, training the next generation and customer revolutions. Infosys of leaders , and the importance leveraged this platform to highlight of being kind and useful. During our approach to these market shifts a fireside chat, Apple CEO Tim through our theme of “Amplify Cook discussed environmental Experience with Live Enterprise.” efforts and designing privacy. Infosys and Salesforce are Soccer legends David Beckham committed to helping clients and Megan Rapinoe also held a explore our innovative solutions session, along with notable actors, that will help amplify the experience world leaders, and leaders in large for their customers, employees and corporations. Dreamforce 2019 partners. We do this by providing a hosted more than 2,700 sessions, fresh perspective and showcasing 37,000 exhibitors, and speakers industry-leading next-gen solutions, from all over the world. Dreamforce such as auto-remarketing, Efficient exemplified diversity and learning 360, and customer advocacy. in action. For Infosys, the event Our experts showcased client was a great success thanks to our success and our transformation panelists, our clients, and many throughout breakout sessions, Infoscions who worked hard to mini sessions and roundtables. share their insights. In this journal, Salesforce experts highlighted we share highlights from our capabilities around business Dreamforce sessions and hope they strategy, consulting services, and provide you with perspective and implementation services across the value in your own learning and Salesforce ecosystem. We hosted transformation journey. panels on multiple topics, from External Document © 2020 Infosys Limited Dreamforce 2019 | 5 REINVENTING LEARNING IN THE ERA OF INDUSTRY 4.0 The current talent famine is not of their objectives,” said Indranil time,” she said. “We need a niche just a problem for the digital Mukherjee, senior vice president talent pool that bridges the gaps world but a concern everywhere, and Salesforce practice head between digital skills and more including academia. at Infosys. human-centered skills and between overspecialization and more broad- based approaches to thinking.” Salesforce predicts that the tech “Digital skills are scarce. You’ve industry will need 250,000 new So, how can higher education help consultants in the next five years. A got to have a mix of multiple, move students into the tech space company survey shows that 70% of different universes to be able when students may not feel they fit large corporations do not believe to succeed.” into that space? they are ready to digitally transform “One of our most important based on the existing talent pool. – Indranil Mukherjee jobs is to teach our students The numbers are daunting in the Senior Vice President, the fundamentals,” said Ranavir Salesforce Practice Head, tech world, but leaders are starting Bose, director of the Center for Infosys to discover ways to close that Information Technology and gap. During a panel discussion Management at the University of at Dreamforce, educators and One factor driving this trend is Texas at Dallas. He reminded the business leaders discussed how the evolution of technology, audience that everyone will have to they are actively approaching these which is moving fast and making learn to change, pivot and adjust to challenges. It starts with companies some elements obsolete quickly. new technology. exploring how to reinvent learning. According to Sonia Cardenas, As schools guide students toward Leaders are looking closely at vice president of academic affairs technology and collaborative the future of their workforces, at Trinity College in Hartford, skills, large corporations are also how they are evolving and how Connecticut, technology evolution addressing these challenges. their companies can collaborate is creating a significant skills gap with universities. between digital technology and “The winners and the successful companies today take a very “One of the major roadblocks that human-centered skills. holistic approach to employee we see, essentially, is the lack of “It’s something that we’re all development in the sense digital skills. And that is preventing confronting in higher education that mentoring starts from the corporations from meeting some and trying to address at the same 6 | Dreamforce 2019 External Document © 2020 Infosys Limited beginning of the employee’s career Makela agreed with Infosys took this path when it in the company and [continues] that assessment. invested in Trinity College. School throughout the journey,” said Kai and company leadership created “We have had very good Makela, CEO of Fluido, an Infosys a partnership to bridge the gap experiences with students entering company based in Helsinki. He between liberal arts and digital the last semester, approaching explained that both parties must technology. The eight-week us as interns,” he said. “You get to see the learning opportunities and program focuses on soft skills like learn [about] those students as benefits of a partnership. Without communications and leadership. individuals and people. They get that understanding, Makela said, to learn about us, the platform and “The first five weeks, we deliver a “companies want to go somewhere the things we work on.” combination of design thinking, and then the employees want to business analysis and liberal arts go elsewhere.” As companies look to create a path skills,” Cardenas said. “Our goal is for future employees, an internship Cardenas believes all sides must recruiting and building a pipeline is an avenue for businesses and think of this broad-based approach from selective liberal arts colleges colleges to partner. For this to and mix intentional learning with across the country and training work, the goals of the student and lifelong learning. students from all sorts of majors. company have to line up. There also Their majors may not be technical.” “Companies need to be strategic has to be a way to measure success. and intentional about how they’re Even students with technical instilling lifelong learning in their backgrounds are taught additional employees,” she said. “I think it’s “If they are learning business and other skills they worth noting again, maybe from new things and having need to thrive, she said. Students an academic perspective, that opportunities that they also spend three weeks working we need to think about lifelong on foundational technology from learning not just as reskilling … wouldn’t otherwise have, Infosys and industry-specific but also [as] instilling habits of that’s the No. 1 measure of knowledge. These are people who mind and intellectual curiosity and success.” are planning to work in business wanting to learn.” analysis or consulting. Academia recognizes that – Sonia Cardenas “It’s an amazing opportunity for all students have a need for hands- Vice President of Academic of us,” Makela said, “including our on, experiential learning. The Affairs, Trinity College customers and business interests, traditional classroom or lecture hall coming from both the consulting isn’t enough. The panelists agreed that another and teaching perspectives.” “To execute something like that in a successful strategy is nurturing university setting is a little bit more relationships with the universities, complicated,” Bose said. “We are appearing on campus and working with influencers and other sponsoring projects. companies on ways to address the problem.” External Document © 2020 Infosys Limited Dreamforce 2019 | 7 CUSTOMER 360, MEET AGENT 180 Is it possible to make an agent or texting. Other examples required while product specialists handling