Welcome to Cloud 3.0: Marc Benioff and Bret Taylor Share
Salesforce’s Vision of Where the Future Works
DUBAI, United Arab Emirates – February 2021 — What lies ahead? As mass vaccinations begin to pick up speed, questions about what our post-pandemic future might look like are increasingly top of mind. On Wednesday in Singapore, Salesforce Chair and CEO Marc Benioff and President and COO Bret Taylor spoke at the Salesforce FutureWorks World Tour Kickoff, unveiling their vision of the future, and sharing how our products, people, and perspectives will help guide our customers to build trust with their customers, work from anywhere and drive growth.
A new world
The pandemic and its effects will be with us for a long time. We’re entering a new normal, and Singapore, with its effective response to the virus, provides an example of where the future works. Offices, restaurants and shops are opening but we aren’t going back to the way it was. Companies around the world had to fundamentally rethink their operating model to respond to the spread of COVID-19. Salesforce was no different.
“We have had to aggressively deliver a new philanthropy model…we had a new event model…and we had to create a whole new operating model for ourselves,” said Marc Benioff, CEO and Chair, Salesforce. “This is a new world. We’re reimagining how the future works, together.”
Salesforce quickly pivoted, leading with empathy and reorienting our philanthropy, sourcing 60 million pieces of PPE and offering financial grants to schools to help with remote learning and for local small businesses to stay afloat. Our events went totally digital, attracting nearly 500 million views. And we developed relevant products like Work.com and Vaccine Cloud to support customer needs during the pandemic.
The future will be based on trust
The changes that Salesforce made are predicated on how the company sees our future taking shape. And key to that future is recovering trust with all stakeholders, which has been eroding over the last several years.
According to the latest Edelman Trust Barometer report, businesses are now more trusted than governments. As Benioff put it in Singapore, that brings added responsibilities to corporations.
“[Business being more trusted than governments] is a huge responsibility for all of us in business to step up, and say there is a crisis and we are going to do whatever we can to help the world,” said Marc Benioff.
The role of business is changing, and ultimately, the future will belong to companies that embrace stakeholder capitalism, and serve all stakeholders – employees, communities, and the planet.
“When we lead with our values, we know that we can do well, and we can do good,” said Marc Benioff. “This year, we reduced our emissions by 40% and we have doubled down on our commitments to the oceans and focusing on our core ESGs and the Sustainable Development Goals of the United Nations.”
At Salesforce, trust has always been the number one value. Trust is the foundation for growth, for customer success, innovation, for achieving greater equality and sustainability. It’s also a foundation for what Salesforce is calling Cloud 3.0.
Cloud 3.0: Where the future works
It is clear that even when the pandemic is in the rear view mirror, we are not going back to the way it was. From now on, remote work will just be work. E-commerce will just be commerce. Video meetings will just be meetings.
The future is all-digital, and work from anywhere, and this digital-first world is powering a major evolution of the cloud.
There have been two previous evolutions of the Cloud in the last twenty-plus years. ‘Cloud 1.0’ proved that enterprise software could be delivered through an internet browser. Ten years later, in ‘Cloud 2.0’, mobile phones and social networks redefined the software world.
And now we’re witnessing the next major evolution take shape, Cloud 3.0. We’re working and collaborating from anywhere with Slack and Zoom, and of course Salesforce. As Benioff shared during his Singapore keynote,
“We’re in a new world,” said Marc Benioff. “This is a huge opportunity to create, and extend, and complement our platform. We realized for each and every one of our clouds, it was time to transform to become a work from anywhere environment…we ultimately are focused on delivering the operating system for Cloud 3.0.”
Salesforce has spent the last year transforming Customer 360 into the operating system for Cloud 3.0.
As businesses begin to make plans to get back to growth and move beyond the pandemic, they need an end-to-end operating system that enables sales teams to sell from anywhere, whether from a Zoom call or a conference room. They need to be able to service their customers from anywhere, whether their contact center is in a building or only exists in a cloud. They need an operating system to allow them to market from anywhere, do ecommerce from anywhere, and be agile enough to continue the rapid pace of digital transformation we’ve seen in the last twelve months.
Hyperforce is a new foundation of the Customer 360 platform
Bret Taylor, President and Chief Operating Officer, described how Salesforce has evolved the Customer 360 platform for Cloud 3.0 with Hyperforce: “Hyperforce is one of the most exciting new developments at Salesforce in the past 20 years. We’ve completely re architected Salesforce to run on the public cloud. This is a big change for us. But what’s more important is what it does for all of you – we can meet your customers where they are. And on top of Hyperforce, we built the single source of truth.”
Whether you’re a B2B company with thousands of customers, or a B2C company with hundreds of millions of customers, Customer 360 connects all of your data, apps and devices to create a single source of truth across sales, service, marketing and commerce.
And with Einstein, the first comprehensive AI for CRM, every customer experience can be personalized with clicks. Einstein is doing over 80 billion predictions every single day, whether it’s personalizing an email or the products on an ecommerce website or powering a chatbot session.
On top of all this is the most robust ecosystem in the industry, with 9 million developers, 12 million trailblazers and our community of partners all working together to extend the power of the Customer 360 platform and innovate across our market leading applications.
And in a world where your employees are working from anywhere, Slack, which we announced our intention to acquire late last year, can be your HQ in the all digital, work from anywhere world.
Whether employees are working in a flexible work environment, a distributed work environment, or coming into the office, Slack is a platform to accelerate productivity and growth. And, once the acquisition closes, it will become the system of engagement across Customer 360.
“Customer 360 is not just about addressing the problems that we can see ahead of us,” said Bret Taylor. “It’s really thinking about how you set up your company to respond rapidly to this all-digital, work from anywhere world, where your employee expectations, your partner expectations, your customer expectations will all change more rapidly than ever before.”
The Singapore Salesforce FutureWorks World Tour is the first in an all-new original series broadcast live from around the world. The series will give our community an insider’s look at our vision, give a sneak peek at new innovations, and highlight stories of successful customers who have navigated change. You can find out more about the series here.