We're in an amazing new world right now.
We're in an amazing new world. We can all
see that we all know that we're in an amazing
new world.
But this is beyond any of us or
her imagination. I never thought I'd be
coming to you from Salesforce Park
with my Dream Force 2020. Keynote!
Now we've gone from here
and our story about UCSF to Rhode
Island. We went from Rhode Island to
Crewe, England
and now we're going to go from Crewe, England, to Dallas,
Texas.
We're going to go down to Dallas, Texas, and
we're gonna see an amazing story.
Um, in a story about experience
and how to create a single source of truth
a customer 3. 60 how to transform
a business, a business that we've all
known or maybe even been customers off.
This is amazing story. You're gonna love it. Let's
take a look at this amazing film. A T and
T A
T and T is a brand that's been known for
quite some time.
And we've made it a commitment
to keep our customer front and center
and everything that we do. 13 years ago, I
was a retail sales consultant.
I was the one walking to the door. Hello,
Welcome 18 19.
That was May. It's
all about the customer and connecting
the journeys that they have across multiple
channels. Where do we apply our
focus to make our company best in class,
maybe even world class? What
we're driving is really about
business transformation. With that comes
great responsibility to uphold
the promise and the power of the TNT
brand. We're always looking for ways
to innovate. That's in that moment that
any company has to go. Digital
customers have very complicated
relationships with us,
oftentimes painful in
the experience, the challenges. We've got
to go back and cover 15
20 years worth of technical evolution.
I think my team worked in about 20
different applications. I gotta go to 50
screens trying to find this and
that Swivel chairing took down
the customer information on a sticky
note searching our frontline
wants to be one company. How many
times do I have to repeat myself?
You all the A. T and T is an A T and T
one company. How do we turn our front
line teams into superheroes?
How do we make them the smartest people.
How can we take a tool like
customer? 3 60? Get that
ladder into the organization quickly
and really try to accelerate some change
in this company. The telecom industry is
fiercely competitive. You have to be
able to change things rapidly.
Everything moves at the speed of light.
This pandemic has shown us what the art
of possible is when you move
faster and you do things differently. Now
we can just hit a app is open
and we in when any customer
comes to interact with us, that
frontline agent will know everything about
the customer. That's a capability we haven't
had. It gives them a way
to have a relationship with the customer.
Getting a single source of truth is getting
this 3 60 platform deployed
was a huge milestone from
a speed and agility perspective
that is a gang changer. We know customers
want simple, seamless, ultrafast
engagements from us. This is it. This
is the opportunity to really be
successful for our customers. Going forward, I
have a vision that this tool
in the hands of our front line will
be a difference maker and a vital
component to the growth platform
of 18.
What a story! Amazing
and I have had so many good times
down in Dallas working with A T and T
and helping them toe architect, their single source
of truth and their customer.
3 60. It's amazing. It's a It's
a really a story about how 140
year old brand
can reinvent itself,
you know, with school and work now from Home
18 T's five G and fiber Broadband.
Its power in our lives. We all know that.
You know, we're all living on our phones.
Well, let's learn about how they did it.
We have an amazing executive now
to talk about our AT and T 360.
Please welcome right Live from San
Francisco. Denise Dresser, Denise.
Thanks, Mark. Jeff and the team
at A T and T have a vision to deliver
a world class customer experience
that simple, seamless and fast.
The first step on their journey was to enable
their teams to show up. Is one company
to their customers.
This is the single source of truth in action.
18 T is creating this for their retail
sales consultants so that they have a complete
view of every customer.
And here Einstein will leverage
this customers history with a T and T
to surface insights, for example,
the best product to recommend.
And in this case, Einstein nails
it. Sandy walks away. Happy with
his new five G device,
five G is quickly becoming all
the rage.
In order to keep up with demand, service
teams need to accurately forecast their service
demands to ensure they have skilled coverage
across all channels. Which is exactly
why we built workforce engagement available
Summer 2021.
This dynamic graph is predicting a future
spike in service demand,
pulling in historical data across all support
channels and third party systems.
So companies like A T and T can create
the right staffing plan.
Not only do companies need to ensure they have enough
agents staff, but that they have the
agents with the right skill sets required
to meet the customer's needs.
Let's check in with a service agent working from
home directly
in the console. This agent receives a
real time prompt from my trailhead, helping
him resolve the case that's just come in from Sandy.
My trailhead is the learning platform
that helps companies create custom modules
toe up skill, their workforce.
This agent has the same complete profile
as the retail sales consultant, including
all previous interactions and purchases,
ensuring a seamless experience across
all touchpoints.
This is the power of having a single
source of truth.
Sandy loves his phone, and it turns
out he's looking for a faster home Internet connection
because, like many of us, he's working
from home. So he enquires via
text about their new fiber offering.
Einstein is able to guide the service agent
with the next best action to take and
suggests the knowledge article to share with Sandi.
Having this information surfaced in
real time for the agent ensures not
only can he get it right the first time he
can stay focused on the customer,
he will be able to quickly scheduled a field service
technician to install a new fiber
router at Sandy's home so he can get those video
Conference is up and running fast.
The technician will be able to use the sales
force field service mobile app to optimize
her schedule, assist with work orders and
guide her with the best steps to complete
the job. While on the job,
the technician uncovers a new opportunity.
Sandy owns his own business and is interested
in learning more. About 18 ts business plants.
The technician creates a lead within her app for
a sales rep to follow up.
18 t provides essential services
to both consumers and businesses, helping
us stay connected while we're all working remotely.
But as we know, that means we're adapting to
doing things in a new way. This
is why we built Salesforce meetings and Einstein
call coaching for video available. Spring
2021
kitchens are the new meeting rooms,
and here we are with sales Rep. Who's working from
home with Salesforce meetings.
Reps see relevant customer data
on a single screen like the bios of every
attendee, relevant records,
previous interactions that will all help best
guide that conversation,
and this video call is engaging for everyone.
Theater Nd's presentation
and the collaborative meeting notes are all on one screen.
And get this
Einstein identifies with the rep committed
to during the meeting and automatically
schedules follow up tests so that nothing balls
through the cracks.
And while I cannot be in every virtual
meeting with my team, Einstein can
Einstein called coaching for video uses a
I to identify trends and key moments
during the meeting.
These air best practices that should be replicated
across the team,
turning every performer into a top performer.
Now, to recap everything we just saw.
Retail sales consultants will be able to create
personalized in store experiences
because of their intelligence. Single source
of truth
service agents will be able to anticipate
and meet service demands with workforce engagement
and on the job training
field. Technicians will be able to optimize their
work orders with sales force field service
and with Salesforce meetings and Einstein
Call coaching for video sales. Reps
will have the tools they need to drive engaging
conversations while working remotely.
And, most importantly, customer
experiences are now simple,
seamless and fast.
If you wanna learn more, check out the link on
your screen. Now
take it away. Mark
Denise.
Great job. An amazing what? A presentation
and demonstration of customer 3 60
the single source of truth.
I mean, when we look at those demos, whether
it was from UCSF
or whether when we went all the way
to Rhode Island or to Crewe, England,
and now to Dallas, Amazing.
Well, let's hear it directly
from Jeff Mekele Fresh, our good friend,
the CEO of A T and T Wireless.
Jeff, congratulations and everything you're doing
this year with a T and T.
Hey, Mark, it's great to see. Welcome
you back to Dallas.
Yeah,
Jeff, I wish I was with you in Dallas, but
I'm here, live at Salesforce Park.
And Jeff, look, you've been doing so much
this year. I mean, since we signed that
agreement with a T and T in February. I
think you're already live with tens of thousands
of users, and you've created a whole new vision
for the future. Can you tell? Give us an update. Where
we going?
Well, Mark, I gotta be honest with you.
When? When we set off on this mission about a year
ago, we recognized a few observations.
One as an industry
boy, we could sure do a better job of making
our customers feel understood
and valued. And
it's a very competitive marketplace. And as
you alluded to at the beginning, we've
got a lot of different products and services,
and we serve over 170 million customers.
And so our frontline, our service professionals
are distribution channels. Are sales
leaders,
you know, they're sitting out there on the front line
struggling to have a single source
of truth to really be superheroes
and excel in their ability to serve our customers.
And that is what got us so excited
when we when we worked with you
with your team and the devotion and
dedication of the Salesforce staff
to really transform what we could do it,
a TNT and really become
an industry leader in the experience
that we offer our customers. And I got
to tell you, Mark, we moved fast. We moved
very fast, and in hindsight, we
were probably
more lucky than good, Quite fortunate,
given what's occurred here with the pandemic.
Just to imagine the ability to have a
tool that enables not only
our customers but also our employees
to seamlessly work
across the multitude of channels
in a multitude of products in an effortless
way
that really establishes a unique
value proposition in the industry is what
we now have
as a result of deploying the single
source of truth and the customer 3
60 platform and
my friend, to be honest with you, I'm so excited
about the progress that we've made I think this
is just the beginning of what's possible.
Well, Jeff, I couldn't be any more excited.
The only thing that makes me happier if I was there
with you
and going out for some of that great Dallas
food and talk about how we're
going to take this
to a whole another level before I let
you go, tell me what your prospects for 2021.
Well, with the moment, um, that we've enjoyed
here in 2020 and the criticality
of broadband services for all of our
customers across this nation,
we feel very, very strong and
very optimistic about a nice 2021.
And it's in no small, no small
part mark
in the capabilities of the tools that we have
deployed through your strategic relationship.
They're gonna put instead of really good position next year
to serve and delight our customers. And so
I'm looking forward to welcome you back to Dallas.
We're can celebrate some success together, my friend.
And good luck with the conference.
Jeff, thank you so much. And happy holidays
from San Francisco. We're so pleased to be
partners with you.