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Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014
Keynote:
Peter Schwartz
SVP, Global Government Relations & Strategic Planning
Salesforce.com
May 27 – 2014
Bogotá - Colombia
Cloud 2020: Taking your
customers into the future
Cloud Forum 2014
May 27, 2014
Peter Schwartz
SVP, Global Government Relations & Strategic Planning
Salesforce.com
Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014
Third Wave of Computing:
“Internet of Things”
LAN/WAN
Client
Server
Millions
SNA
Mainframe
Terminal
Thousands
LTE
Cloud
Social . Mobile . Cloud . Connected
50 Billion Connected “Things”
Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014
Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014
Technological change is transforming human relationships
Cloud Market & Adoption, Large & Accelerating
Unlocking the Value
of the Organization
Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014
Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014
Next Evolution: Mobile as a Powerful Hub
• More powerful, low cost smartphones
• Increased connectivity (via Google Project Loon,
Facebook Internet.org, Wireless Mesh Networking etc.)
will expand users exponentially
Mobile & Beyond: Ubiquitous Access
Next Level User Interfaces
• Sales apps will line up profiles for people who have scheduled
meetings throughout the day or who are attending a meet-and-greet
• Facial recognition – valuable at trade shows, conferences and events.
• Real time coaching allows sales coaches to directly observe and
record their teams’sales calls; managers provide feedback in real time
or when convenient
• Field Service (among first adopters for mobile CRM)
– Pull-up account history so data readily available and hands-free
– Training and coaching via live-streaming video conferencing
functionality so a team of experts can be with the technician at the
job site virtually in order to diagnose a problem.
• Gesture controlled interface (LeapMotion, EyeTribe, Myo,
Fin, etc.)
• Virtual reality, .e.g Oculus Rift; Holographs
• Advancements in natural language processing, smart data, and neurobiology will
evolve into artificially intelligent systems that will know us better than our best
friends. Voice interface will be more powerful and specialized
• Powered with instant knowledge, these personal management hubs/assistants
will prioritize and optimize, prompt as well as respond, and continuously learn to
help us manage and clarify an increasingly cluttered information horizon
From Personal to Intimate Computing
• Social channels will be used to gain insights on trends, markets, geographies, prospects,
customers, products, services, competitors
• It will be default for companies to have social platforms where they can engage with
customers and partners. Products, services and institutions will be evaluated and reviewed
on social platforms
• Crowd-sourced service issues often increase customer satisfaction while reducing demand
on financial institution resources
Social & Collaborative Revolution
NEW/Collaborative Economy
Funded &
insured via
Lending Club
Independent
Designers
Components
& Suppliers
Wiki-speed
Real-time
interaction &
feedback with
producer
Cloud,
Collaborative,
Mobile,
Social
Real-time
interaction &
feedback with
driver
Real-time
interaction &
feedback with
other drivers
Social Proof: the Future of Selling
Leads
Prospects
Customers
Sensors everywhere
The new jet engine
Salesforce Customer Stories, Gartner Research, Predicts 2013: “Application Integration” Nov 14, 2012
• Telematics/sensors monitoring behavior
• Microsatellites and drones monitoring assets such as crops,
business locations, disaster areas, etc.
• Driverless cars & autonomous driving
• Wearables and ingestibles will drive proactive healthcare
versus reactive sick-care
• 50B connected devices combined with the power of
geospatial, temporal, and social provide FIs with valuable
CONTEXT to deliver integrated solutions with more
personal, multiple and frequent touch points
Connected & Contextual
Predictive Analytics
• Critical to sense the environment & respond in real-time, anticipate user
action, and meet users in their moment of need.
• Customer management to improve customer treatment and
engagement. Product and service recommendations direct to the
customer, and sales prompts for salespeople
• Production systems. Pattern matching against historical data, a
system can sense if a bottleneck is about to occur within the supply
chain or a particular machine is about to break down.
• HR and recruiting to determine the likelihood of a job candidate being
happy with the company and remaining for a long term.
• Pricing models to determine the best price for a product and To
monitor and predict whether prices of good or services will rise or fall.
• Healthcare to help in medical diagnosis and mapping the success of
drug trials
Closing the Loop: Predictive Context & Real-time Analytics
• Capitalize upon IoT to provide the: the right
information, at the right time, at the right place,
for the right person, on the right device/form
factor
• $140 billion in value creation. Increased
productivity, higher revenue, more loyal
customers
• 50B+ connected devices combined with the
power of geospatial, temporal, and social provide
valuable CONTEXT to deliver integrated
solutions with more personal touch points
Capture activities
Before
Engagement
Structure
Engagement
based on this
information
Capture
activities
After
Engagement
Refine &
extend
Engagement
Strategy
-Real-time
relevance
-Continuous
learning
3D Printing & Maker Movement: evolution from the masses
back to the individual: e.g. Shoes
Fog/Edge Computing
• Cloud computing extended to the edge of the
network in age of billions of connected things
• Intelligent processing closer to the data with nodes
distributed between end devices and data centers
to provide compute, storage, and networking
services
• Improves scalability, reliability, faster response time,
lower cost…enables truly real-time analytics
Cisco Technology Radar Trends 2014
Core Mobile Technologies Enabling the Future
Processors
• transition of the mobile ecosystem to 64-bit processing by Qualcomm
Snapdragon 800 series and Apple A7+
• LTE to become standard on all chipsets within a couple years, including the
cheapest chips targeted towards the developing world
• 64-bit architectures lays the groundwork for a future in which more
sophisticated and memory-intensive applications and operating systems prevail
• Promising advancements in germanium (~2018), carbon nano-tubes and
graphene with the potential to operate at exponentially greater speeds while
also consuming less power and producing less heat
Spectrum Crunch solved through Optimization
• Geo-location, database-based spectrum
sharing
• Cognitive radio
– Senses & monitors the radio environment
– Allows co-existence with radar & satellite
systems
• Software-Defined Radio allows devices to
adapt to local radio conditions and use the
appropriate frequencies
Cisco Technology Radar Trends 2014
WebRTC for the Enterprise
• Applications:
– Real-time communication as part of an internal workflow, e-
commerce, or business process
– Website becomes call center; click-to-call capabilities,
immediately chat with a real person (audio or video)
– Web-conferencing; Host internal & external meetings using
browser instead of installed client
– Encryption capabilities appealing to finance and healthcare for
customer/patient meetings
– In-house telco servicies; SMBs no longer reliant on 3rd party
software or telecom companies
• Real-time, peer-to-peer voice & video communication
through a browser, no plug-ins necessary
In-Memory Revolution driving Real-time Intelligence
• Greater speed, more predictable, larger capacity, ability to handle structured, semi-structured,
and unstructured data
• The falling price of RAM coupled with more than 40x times the data to be stored in the same
finite space as disc-memory allows for reduced data center costs, energy usage slashed up to
80%, reduced maintenance needs, and streamlined performance
• Sweet spot is where massive amounts of data, complex
operations, and business challenges demanding real-
time support collide
• Projected to grow from $2.2B in 2013 to $13.2B in 2018
Infrastructure/Core Technologies of the Future
Processors - Future
• “Brain-like” neuromorphic processors under development
• “Neuron-like” elements that are able to learn from their own experience and make correlations
that dictate the course of action instead of relying on a pre-programmed set of commands
• As a coprocessor alongside regular CPUs it would allow for a new generation of AI that will
perform a variety of actions that humans do with ease: see, speak, listen, navigate, manipulate
and control. Hence it will greatly enhance facial and speech recognition, navigation and planning
• Google developing a machine-learning algorithm, known as a neural network, to perform an
identification task without supervision.
• The network scanned a database of 10 million images, and in doing so trained itself to recognize
cats and a human face
Conclusion
• The cloud will be everywhere, high and low
• The smart phone will be the hub of our personal networks
• Intelligence and analytics will be in every app
• Voice will be the new User Interface
• Every interaction will have a context
• We will all have personal assistants for both work and home
• Sensors and things will be universally connected
More info:
www.avanxo.com

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Cloud 2020: taking your customers into the future - Peter Schwartz Avanxo Cloud Forum 2014

  • 3. Keynote: Peter Schwartz SVP, Global Government Relations & Strategic Planning Salesforce.com May 27 – 2014 Bogotá - Colombia
  • 4. Cloud 2020: Taking your customers into the future Cloud Forum 2014 May 27, 2014 Peter Schwartz SVP, Global Government Relations & Strategic Planning Salesforce.com
  • 6. Third Wave of Computing: “Internet of Things” LAN/WAN Client Server Millions SNA Mainframe Terminal Thousands LTE Cloud Social . Mobile . Cloud . Connected 50 Billion Connected “Things”
  • 9. Technological change is transforming human relationships
  • 10. Cloud Market & Adoption, Large & Accelerating
  • 11. Unlocking the Value of the Organization
  • 14. Next Evolution: Mobile as a Powerful Hub
  • 15. • More powerful, low cost smartphones • Increased connectivity (via Google Project Loon, Facebook Internet.org, Wireless Mesh Networking etc.) will expand users exponentially Mobile & Beyond: Ubiquitous Access
  • 16. Next Level User Interfaces • Sales apps will line up profiles for people who have scheduled meetings throughout the day or who are attending a meet-and-greet • Facial recognition – valuable at trade shows, conferences and events. • Real time coaching allows sales coaches to directly observe and record their teams’sales calls; managers provide feedback in real time or when convenient • Field Service (among first adopters for mobile CRM) – Pull-up account history so data readily available and hands-free – Training and coaching via live-streaming video conferencing functionality so a team of experts can be with the technician at the job site virtually in order to diagnose a problem. • Gesture controlled interface (LeapMotion, EyeTribe, Myo, Fin, etc.) • Virtual reality, .e.g Oculus Rift; Holographs
  • 17. • Advancements in natural language processing, smart data, and neurobiology will evolve into artificially intelligent systems that will know us better than our best friends. Voice interface will be more powerful and specialized • Powered with instant knowledge, these personal management hubs/assistants will prioritize and optimize, prompt as well as respond, and continuously learn to help us manage and clarify an increasingly cluttered information horizon From Personal to Intimate Computing
  • 18. • Social channels will be used to gain insights on trends, markets, geographies, prospects, customers, products, services, competitors • It will be default for companies to have social platforms where they can engage with customers and partners. Products, services and institutions will be evaluated and reviewed on social platforms • Crowd-sourced service issues often increase customer satisfaction while reducing demand on financial institution resources Social & Collaborative Revolution
  • 19. NEW/Collaborative Economy Funded & insured via Lending Club Independent Designers Components & Suppliers Wiki-speed Real-time interaction & feedback with producer Cloud, Collaborative, Mobile, Social Real-time interaction & feedback with driver Real-time interaction & feedback with other drivers
  • 20. Social Proof: the Future of Selling Leads Prospects Customers
  • 22. The new jet engine Salesforce Customer Stories, Gartner Research, Predicts 2013: “Application Integration” Nov 14, 2012
  • 23. • Telematics/sensors monitoring behavior • Microsatellites and drones monitoring assets such as crops, business locations, disaster areas, etc. • Driverless cars & autonomous driving • Wearables and ingestibles will drive proactive healthcare versus reactive sick-care • 50B connected devices combined with the power of geospatial, temporal, and social provide FIs with valuable CONTEXT to deliver integrated solutions with more personal, multiple and frequent touch points Connected & Contextual
  • 24. Predictive Analytics • Critical to sense the environment & respond in real-time, anticipate user action, and meet users in their moment of need. • Customer management to improve customer treatment and engagement. Product and service recommendations direct to the customer, and sales prompts for salespeople • Production systems. Pattern matching against historical data, a system can sense if a bottleneck is about to occur within the supply chain or a particular machine is about to break down. • HR and recruiting to determine the likelihood of a job candidate being happy with the company and remaining for a long term. • Pricing models to determine the best price for a product and To monitor and predict whether prices of good or services will rise or fall. • Healthcare to help in medical diagnosis and mapping the success of drug trials
  • 25. Closing the Loop: Predictive Context & Real-time Analytics • Capitalize upon IoT to provide the: the right information, at the right time, at the right place, for the right person, on the right device/form factor • $140 billion in value creation. Increased productivity, higher revenue, more loyal customers • 50B+ connected devices combined with the power of geospatial, temporal, and social provide valuable CONTEXT to deliver integrated solutions with more personal touch points Capture activities Before Engagement Structure Engagement based on this information Capture activities After Engagement Refine & extend Engagement Strategy -Real-time relevance -Continuous learning
  • 26. 3D Printing & Maker Movement: evolution from the masses back to the individual: e.g. Shoes
  • 27. Fog/Edge Computing • Cloud computing extended to the edge of the network in age of billions of connected things • Intelligent processing closer to the data with nodes distributed between end devices and data centers to provide compute, storage, and networking services • Improves scalability, reliability, faster response time, lower cost…enables truly real-time analytics Cisco Technology Radar Trends 2014
  • 28. Core Mobile Technologies Enabling the Future Processors • transition of the mobile ecosystem to 64-bit processing by Qualcomm Snapdragon 800 series and Apple A7+ • LTE to become standard on all chipsets within a couple years, including the cheapest chips targeted towards the developing world • 64-bit architectures lays the groundwork for a future in which more sophisticated and memory-intensive applications and operating systems prevail • Promising advancements in germanium (~2018), carbon nano-tubes and graphene with the potential to operate at exponentially greater speeds while also consuming less power and producing less heat
  • 29. Spectrum Crunch solved through Optimization • Geo-location, database-based spectrum sharing • Cognitive radio – Senses & monitors the radio environment – Allows co-existence with radar & satellite systems • Software-Defined Radio allows devices to adapt to local radio conditions and use the appropriate frequencies Cisco Technology Radar Trends 2014
  • 30. WebRTC for the Enterprise • Applications: – Real-time communication as part of an internal workflow, e- commerce, or business process – Website becomes call center; click-to-call capabilities, immediately chat with a real person (audio or video) – Web-conferencing; Host internal & external meetings using browser instead of installed client – Encryption capabilities appealing to finance and healthcare for customer/patient meetings – In-house telco servicies; SMBs no longer reliant on 3rd party software or telecom companies • Real-time, peer-to-peer voice & video communication through a browser, no plug-ins necessary
  • 31. In-Memory Revolution driving Real-time Intelligence • Greater speed, more predictable, larger capacity, ability to handle structured, semi-structured, and unstructured data • The falling price of RAM coupled with more than 40x times the data to be stored in the same finite space as disc-memory allows for reduced data center costs, energy usage slashed up to 80%, reduced maintenance needs, and streamlined performance • Sweet spot is where massive amounts of data, complex operations, and business challenges demanding real- time support collide • Projected to grow from $2.2B in 2013 to $13.2B in 2018
  • 32. Infrastructure/Core Technologies of the Future Processors - Future • “Brain-like” neuromorphic processors under development • “Neuron-like” elements that are able to learn from their own experience and make correlations that dictate the course of action instead of relying on a pre-programmed set of commands • As a coprocessor alongside regular CPUs it would allow for a new generation of AI that will perform a variety of actions that humans do with ease: see, speak, listen, navigate, manipulate and control. Hence it will greatly enhance facial and speech recognition, navigation and planning • Google developing a machine-learning algorithm, known as a neural network, to perform an identification task without supervision. • The network scanned a database of 10 million images, and in doing so trained itself to recognize cats and a human face
  • 33. Conclusion • The cloud will be everywhere, high and low • The smart phone will be the hub of our personal networks • Intelligence and analytics will be in every app • Voice will be the new User Interface • Every interaction will have a context • We will all have personal assistants for both work and home • Sensors and things will be universally connected