Vlocity powers customer relationships with the ‘Big Four’ technologies of digital transformation
As a provider of industry-specific cloud and mobile software, Vlocity Inc. has learned what drives customer interest in today’s fast-paced digital world.
Social media, cloud, mobile and analytics have emerged as the “Big Four” of digital transformation, according to Rip Gerber (pictured), chief marketing officer and chief innovation officer at Vlocity.
“We’re about a decade in for those transformation technologies,” Gerber said. “You take these technologies, which are amazing in and of themselves, you combine them together, and you start creating the kinds of experiences which new companies are taking to do things better, faster, and less expensive.”
Gerber spoke with Jeff Frick (@JeffFrick), host of theCUBE, SiliconANGLE Media’s mobile livestreaming studio, during the Comcast CX Innovation Day event at the Comcast Silicon Valley Innovation Center in Sunnyvale, California. They discussed Vlocity’s partnership with a major technology industry leader and how Comcast manages both business and consumer expectations (see the full interview with transcript here). (* Disclosure below.)
Seamless digital experience
To help deliver digital transformation for the world’s largest companies, Vlocity developed an industry cloud in partnership with Salesforce Inc., which has dominated the customer relationship management software market. This partnership allowed Vlocity to focus on legacy technology that often holds CRM back in many businesses.
“Companies like Salesforce have come in and created this amazing experience level on top that pulls up the data from the legacy systems, bringing in social, mobile, analytics, and artificial intelligence, creating an experience that is seamless, almost invisible to you as a consumer or as a business,” Gerber explained. “When we talk about digital transformation, it’s not just the digital part of it; it’s the transformation of the entire technology stack inside of an organization.”
Transforming the entire stack also means translating business benchmarks into consumer-facing solutions as well. Comcast Corp., as both provider of business-to-business and business-to-consumer technology, offers a prime example of how expectations must be managed.
“Whether it’s the contracting process that you might have with Comcast as a business or the signup process you might have as a consumer, your expectations are growing exponentially in terms of seamless, fast, intuitive, personal,” Gerber said. “For many of the existing metrics or benchmarks that you might have as a consumer, businesses are being held to those as well.”
Watch the complete video interview below, and be sure to check out more of SiliconANGLE’s and theCUBE’s coverage of the Comcast CX Innovation Day event. (* Disclosure: TheCUBE is a paid media partner for the Comcast CX Innovation Day event. Neither Comcast Corp., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.)
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