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Win an Amazon Echo Spot at Capgemini/LYONSCG Speaking Session
1. Win an Amazon Echo Spot – stay for the drawing following this
session
Attendees to any and all 9 Capgemini/LYONSCG sessions are eligible to win!
2. Capgemini/LYONSCG Speaking Session Summary
Session Type Title (with link to session) Speaker(s) Location Room Day Session
Start
Time
Session
End Time
20 mins ALC Partner
Theater
The Art of Monetizing API’s Cliff Evans (Capgemini) Moscone
South
Partner Theater 4 Tuesday 10:15 AM 10:35 AM
Breakout Salesforce As A Unifying
Platform
Robert Hansen (Norway Post) Marriott
Marquis
Foothill G1-G2 Tuesday 11:00 AM 11:40 AM
Breakout Best Practices around building a
Loan Origination Platform using
Salesforce
Scott Mulloy (Sunlight Financial) Moscone
West
Room 2000 Tuesday 12:00 PM 12:40 PM
Workshop The Future of Service Bill Donlan (Capgemini) Moscone
West
Room 2010 Wednesday 11:45 AM 12:45 PM
20 mins Connected Commerce Al Liubinskas, (Capgemini) Moscone
West
Integration Peak
Zone, 3rd Floor
Theater
Wednesday 2:30 PM 2:50 PM
20 minutes Retail
Campground Theater
Let’s Talk Conversational
Commerce
Gwendolyn Graman (Capgemini) Moscone
South
Campground
Theater 1
Wednesday 2:30 PM 2:50 PM
ALC Breakout NYDJ and Salesforce Reach for
the (Multi-) Cloud
Julie Ting (NYDJ) Moscone
West
Room 2000 Wednesday 1:00 PM 1:40 PM
40 mins Breakout
Session
Sustainable Grocery and the
Revitalized Customer Experience
Mike Blay, (Ahold Delhaize), VP IT
Development
Marriott
Marquis
Foothill G1-G2 Wednesday 2:00 PM 2:00 PM
20 Mins Industry Lodge
Theater Session
Delivering Rapid and Engaging
Experiences on Salesforce
Brian Wolfe (LYONSCG, Capgemini) Palace Hotel West Theater Thursday 2:30 PM 2:50 PM
Breakout A Plan for Success…Deploying
Salesforce Technologies Across
Your Enterprise
Andy Eckerman (Clayton Homes) Palace Hotel Twin Peaks Thursday 4:00 PM 4:40 PM
6. •
Robert Hansen
Head of Salesforce | CRM
• Ex-drummer
• Ex-Referee
• Football fan & Runner
• Globe trotter
• BAR enthusiast
• Michelin star collector
• CRM Game Changer
31. •
Project results
“Service Cloud has brought more
structure and control to how we
handle cases across teams,
countries, and channels.”
Knut Veiulf Holme
Senior Advisor for Services
“We want to create more relevant and
impactful marketing campaigns. With
Marketing Cloud, we can push out
richer content more easily.”
Lillian Sanstad
Marketing Cloud Manager at Norway Post
“Salesforce has created a whole new
world of reporting for managers.”
Murat Kutluay
Senior Salesforce Analyst
32. •
Project results
“Service Cloud has brought more
structure and control to how we
handle cases across teams,
countries, and channels.”
Knut Veiulf Holme
Senior Advisor for Services
“We want to create more relevant and
impactful marketing campaigns. With
Marketing Cloud, we can push out
richer content more easily.”
Lillian Sanstad
Marketing Cloud Manager at Norway Post
“I see no end to the ways in which
Salesforce will help us grow”
Thomas Norberg
Sales Director
Sweden & Finland
38. •
Recap
Trouble brewing
2
What is Posten?
1
A new direction
3
The future
4
How to unify your business
SPECIAL DELIVERY:
Key takeaways:
• Adoption, change and improvement are ongoing
• Dreamforce participation has been important!
• Important to have a clear strategy
• Important to make sure everyone is on the same page
• Importance of a shared focus — leadership, project manager,
and delivery team
• Importance of team spirit and collaboration
39. •
Recap
Trouble brewing
2
What is Posten?
1
A new direction
3
The future
4
How to unify your business
SPECIAL DELIVERY:
Key takeaways:
• Get the order right: strategy & process first, then systems
• Get the project team right: early involvement from product
team
• Get expectations right: must be actively managed
• Get your ambitions right: you need a platform strategy to get
the platform value!
41. •
Agile Connections
at Scale.
For More Information Visit Us at:
Booth #918 in the Expo Hall
Retail Headliner in the Campground
Manufacturing Lodge - Intercontinental Hotel
https://www.capgemini.com/partner/salesforce/
Q&A
Lara or Goril to cover the drawing info up front and then introduce Robert. GR: Align with Robert.
Film about Bring. Lasts for 55 seconds.
Thank you for coming to this very exciting session. I am excited to share with you our experiences in our digital transformation journey, where Salesforce is an essential part.
But first I will start by introducing myself.
->Click.
My name is
Role
Focus on some of the points on the slide: Bring out at least one personal and one professional characteristics and relation to the topic of today.
This is the agenda for today.
Tell the audience what you are going to cover.
So what os Norway post?
Just to avoid confusion, our legal company name is Norway Post. In Norway, we are known as Posten, which is the equivalent of your US Postal Service (point to red logo). Our international logistics and parcel services are known under the brand name Bring (point to bring)
So, in essence:
Posten deliver and sell services for the private market in Norway
Bring deliver and sell services for the business marked within mail and logistics in the Nordic region.
We are more than 17 000 employees worldwide and 70 nationalities
We have 3 BUSD in revenue, with 65% of revenue coming from Logistics
And we the market leader in Norway, and challenger in the other Nordic countries
BY THE WAY … Here is Norway!
(important to use %, Americans are used to huge numbers)
Explain the market conditions that lead to a series of acquisitisions:
Biggest driver — the decline of traditional mail and rise of logistics / packages
Customers are Nordic hence expect Nordic
International competition is increasing, our Nordic competitors are moving in on our home turf and new micro competitors are popping up.
Nordic, no partnership. Explain about the desire to deliver everything themselves, to not be dependent on other suppliers or partnerships.
One of our responses to the changing market was to expand fast.
Just mention that Nordic Post expanded and bought 50+ companies over a two-year (?) period.
And as as a result of the many acquisitions we phased the challenge of increasing complexity, in terms of:
More systems: All companies brought their own systems
More processes: All companies brought with them their own unique processes
And of course with the companies come people, and with them, with their organizational culture
And as as a result of the many acquisitions we phased the challenge of increasing complexity, in terms of:
More systems: All companies brought their own systems
More processes: All companies brought with them their own unique processes
And of course with the companies come people, and with them, with their organizational culture
And as as a result of the many acquisitions we phased the challenge of increasing complexity, in terms of:
More systems: All companies brought their own systems
More processes: All companies brought with them their own unique processes
And of course with the companies come people, and with them, with their organizational culture
The situation we were in was not sustainable. It was tidy on the outside, but inside trouble was brewing.
Context:
Fast expansion
Increasing number of IT systems
Increasing complexity
unsustainable
Tidy on the outside: two clear brands:
Posten (red) for the private market
Bring ( green) for the commercial market
Messy on the inside
24 Milliarder NOK i årlige inntekter
17.0000 ansatte
~100 selskaper / >50 med større produksjon
Konsernet et resultat av mange oppkjøp
Mange ulike systemer innenfor de fleste områder
Forskjellige arbeidsprosesser og kultur
Lederlinjen følger ulike strukturer i ulikedeler av organisasjonen (regioner, forretningsområder, spesialister)
ALSO AFFECTING OUR CUSTOMERS!
Talk about what is behind the scenes, here is the mess
Loads of different elements and moving parts
Unsustainable growth:
Increasing operational expenditure from all the acquisitions
Worrying trend, could not go on forever
Had to keep adding band-aids along the way
So should we keep adding band-aids, or should we find a new solution?
So again, here is the complexity and mess behind the scenes
We needed a radically different solution — NPB (New Posten Bring)
(Show the scope of NPB — basically everything)
… and today I’m going to talk about just one small part of that — the CRM system
Explain the various parts of the CRM system
KATS … Marketo … Marketing … Caesar …Sales
Could we solve it with Salesforce?
Robert was not convinced!
Robert jets off to Dreamforce in 2015.
What happened there?
Robert is convinced that Salesforce is the right choice!
So, the project of introducing a Group-wide CRM System began.
The Goals of the project was to: see above
The implementation partner was and still is Capgemini
The Scope: Unify and integrate Nordic Sales, Service and Marketing processes & systems, and 10 + integrations. So in short, a complex project with many dependencies to other New Posten Bring projects.
What we did to reduce the risk was ….
The solution was an industriazed and integrated solution with customer experience at the core. The technical solution was based on Sales, service, marketing and Analytics Cloud.
So, over to the more interesting part: some of the key Challenges and Experiences from the project
Talk about each thing in turn, but WATCH THE CLOCK
You can use both slides if you want, but just present one or two examples.
Is this the future of logistics?
No idea, but we’re prepared for change in the future, with a solid Salesforce implementation as a fundamental part of our IT systems.
Here are some scenarios that aren’t too far away
… but guess what … Salesforce can do all that!
Here are some scenarios that aren’t too far away
… but guess what … Salesforce can do all that!
Just summarise the key points from the presentation.
Maybe also give Salesforce some praise?
— CLICK TO ANIMATE THE ‘NOTIFICATION’
Oh look, I have a special delivery!
Lessons learned from the process
Select one of the two slides
Lessons learned from the process
QA-time (10 minutes)
O Logo de espadas deve ter mais espaço das pontas abaixo. Sugerir outros tipos de imagens/telefone, fones.
Picture:
Follow us on:
(Social media icons)
Internet: postennorge.mo
(Rest are in English)