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”
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
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