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Salesforce's values are the foundation of how we do business and they're embedded in our products. Trailhead are free online learning platform nurtures and builds lifelong learners, which is fundamental to innovation. Equality is woven into trailheads DNA as we provide free access to anyone who wants to learn skills for the new norm and our guest. Today, Standard Bank's CEO Sim Shabalala gets it. Standard Bank, Africa's biggest lender by assets, will be able to build a single source of truth across the entire customer journey and respond quickly to changing customer needs with the power of the customer. 3 60 platform. And they know that part of the digital imperative is empowering employees with new skills, something they're doing with trailhead. Sin is leading by example. He's not just talking the talk. He's walking the walk as he has risen to the rank of Ranger, and he's not stopping anytime soon. 20,000 trailhead. Rangers is his goal. Sin knows that Re Skilling has never been mawr crucial, and that's why he's so invested in trailhead. So whether you're looking to transform your career or empower your employees toe up skill at your company trail had democratizes learning for all Good morning, I'm Liam, a gallon hair and welcome to another one of our live weekly conversations. As part of leading through change. Siri's a chance for you to hear from leaders from around the world that are doing their best to navigate these challenging times and support their communities. Now, before I turn it over to today's host, Salesforce president and chief revenue officer Gavin Patterson, I want to preview the next hour. Gavin had the chance to sit down earlier with Standard Bank CEO Sim Tshabalala to talk about how he's transforming his company from a bank into a broader platform company that is there for their customers at major life moments now. Well, then dive into a live demo highlighting the power of marketing cloud social studios. Finally, we will close with a special performance by lt Smooth. And as we do every week on leading through change, we want to help those who need it the most. Millions of people already rely on United Nations World Food Program for the food they need to survive, and let's be really, Cove in 19 is making conditions even worse. This pandemic could double the number of people suffering from severe hunger by the end of the year. To help prevent a hunger pandemic. The World Food Program is scaling A to reach 138 million people across 83 countries with life saving support. Now, if you can please go to salesforce dot com slash w f p and join us and ensuring the world's most vulnerable people have enough to eat during this critical time. Through September 30th 2020 Salesforce will be matching donations up to 100 and $50,000 again that salesforce dot com slash w f p. With that, it is my pleasure to welcome our host for today. Gavin Patterson, Thank you so much. You on, Thank you, everyone for joining us today. Linzer Change is all about how we could learn from each other, and in particular leads her challenging times. This has been a disruptive the Earth and many industries, including financial services and our guest. Today there's all about that, but you're also knows a lot about setting disruption into positive change in opportunity. So I'm delighted today to have Sim Tshabalala, who is the group's CEO, a standard bank, a salmon from South African financial services company based in Johannesburg. They also have to be African's largest lender. By essence, it's incredible. Salesforce customer and sin is an inspiring leader in the visionary as well. So same Thank you so much for joining us today. Thank you, Kevin. Now you have a fascinating story to tell us about in a very, very big job. But I'd love to start with telling us a little bit about yourself. We're all looking to know a little bit about how you've developed yourself as an individual, where you've come from your definitely somebody who could be a citizen of the world. So tell us about yourself are given. Thank you ever so much for this riel. Lovely privilege. And thank you for the beautiful introduction. It's it's really wonderful to be with you today about me. You could say that I'm a South African. I'm zero. I'm Anglican Presbyterian, if you like. I grab in Soweto, which is just to the southwest of Johannesburg. I studied at the University of Notre Dame. I'm an amateur cook on I'm the father of two lovely, lovely and brilliant Waters, and but I think that the things that I'd like to underscore in answer to your question. The first one is that I'm rural Born. As I said to you, Grew up in sweat during the dying days of apartheid. You really, really people times a za consequence. I think I have an abiding, really deep commitment to economic and human development off our beloved continent. Africa Andi. Indeed, As the Nobel Prize winning economist Amartya Sen famously puts it, development is freedom, not believe that fundamental Second, having gone to Catholic schools Notre Dame fighting Irish on then at high school, a school called Secret Hot College Game Johannesburg, which is run by the Marist Brothers. Never great Catholic school. I believe deeply in Jesuit principles off leadership and management, which I've picked up over the years, and a lovely book on the Jesuits that summarizes therefore principles of leadership, the first one being purism, by which they mean you must have the courage to do more on and am extremely high, rather like salesforce. That's really aim high. Secondly, the principle of indifference that you should not get too attached to places, people or things, but you should be able to move very quickly at in order to achieve your goals at this stage, referred to as living with 1 ft raised, I think the bird principal gays love just a deep reverence for humanity on the lastly self awareness, constantly checking up on yourself and making sure that your meeting your plans, a new objectives. Onda working for Standard Bank Group has been a real privilege for me. I've spent the bulk of my career working for this fantastic institution, which I love. Thank you, Kevin. Well, it's being that great to get to know you a little bit over the last few months through our video calls and to get to understand a little bit more about what Standard Bank does on. I certainly have Bean really impressed at the vision that you've had for the business on the scope of the bank, but in particular how your values driven business. And I'm sure everybody watching today would be really interested in learning more about that. So tell us, tell us more about how you think about the bank and how you see values being forefront of your strategy. Gavin. That's terrific. First of all, Standard Bank is the largest financial institution on the African continent by assets. It is a huge organization. We employ 50,000 people in 20 countries in sub Saharan Africa on those businesses, with those countries make up roughly 75% off Africa's GDP. Sub Saharan Africa. We have the privilege off being responsible for $140 billion worth of assets. Now it may be small in your world, but by African standards it is a pretty big to me. Um, we are a comprehensive set of products and services were arranging for in the building individuals right across to Corporates. On governments, we have a retail banking business, wholesale banking, business, wealth, business, insurance on asset management. We're also in Old Institution. The business was founded in 18 62 and Gavin behind you is a lovely picture off a jersey, which makes reference to football club that I will not mention. But I will mention Standard Chartered, which cares? The and Stan it started actually was a shareholder off the Standard Bank up until the mid nineties, a night I didn't hold him deeply rooted institution on the African continent, and in fact, the business was founded in a town called Port Elizabeth. by sheep merchants not but bankers, but by sheep virgins who wanted to offer intermediation services to the farmers. To the merchants. They linked the business up with European and English. Buyers and sellers were getting involved in the Industrial Revolution. So it's a old institution with deep boots. Um, those early days, in my view, Gavin, continue to shape our culture. And we are We're not in finance super for finances sake. We have a high according we're really economy financial institution. I mean, as you would think about it in the UK, where a high street bank or Main street? If you think about it in U. S. Terms and we're also relationship back relationships tow us, are deep on we find, and we believe that favor essence off what we do. I would have to say that building a relationship with Salesforce has actually bean quintessential off what we stand for. I have to say to you, and it's been very easy for us and you want to ask one. And I would say to you it is because our values Mira one another baby child. So, for example, your heart culture first, identically, perfectly with us principles off wound, which wouldn't means humanity. I am who I am because of you. Uh, the essence of you know, humanity is the human relations between individuals, communities. I mean, the cosmos they raised similar to what you believe in Havana says we take care of each other. This is what we do with the wounded. So your core values off trust, customer success, innovation and equality and equity are identical to our principle that revolve around integrity, placing clients of percent off what we do on becoming a truly human, cruel, inhuman and truly digital organization. Braskem. That was interesting. You use out because one of things that struck me as we got to know each other over the last few months and finalized the deal was the conversation always started with values. It was started by talking about what was important to ourselves and the companies we work for. I think that's one of the things that's sitting from my perspective, really drawn us together on gives me great confidence that, you know, we will be able to help, I think support you on your mission because I think we're very aligned with what you believe in absolutely. I want to talk a little bit about disruption. If there's one industry that is, I think, taking disruption head on at the moment and feeling the effects of it, it its financial services. I'm really keen to hear your take on that impotently the impact it's having from a competition perspective. Well, Gavin, I think the changes happening in financial services on mine, public on their mind, we getting baby strong messages from the investment community from the stock market and indeed, from the market for financial services. If you just think about what the market is saying to us, we think it's saying firstly pays to be a platform provider. Absolutely, I think. Secondly, what the market is telling us is that it pays to be a digital leader Onda, and that the market clearly believes that the largest and strongest rooms would definitely do the best post this crisis. This 101 in 100 year a pandemic that we are experiencing. Um, and having said that, allow me if I made to be supporters to congratulate you, Gavin and Salesforce for for entering the Dow Jones industrial average yet another care message. I've been you from the stock market. Really Love story? The message is equally clear from people who are looking to enter the market off financial services. We know David Marcus, The sea off Cal IBRA has been they articulate about what is possible in emerging markets on in payments. Uh, I had a look at the, um, the website off. I am the famous statue back. Obama. Huge European back. And if one reads how they describe themselves, it sounds almost like a tech company. Describe themselves very much as a platform, a business and the ecosystem curator on. So this is what the market is telling us. This is what competitors are killing us. And it therefore makes sense that the competitive landscape uh, he's well, Matt on it seems to us that our strategic situation is very clear. We have to become a platform and ecosystem provided to in order to defend ourselves or else we will become a back office, generating thin margins and become quickly relevant. I like todo explore that a little bit more. If I'm a SIM, you are moved from being seen as a banking provider to one that's a platform business, and I think the usual Teoh one That's future ready is the term that I heard. You use them in the first and tell us what's so the platform business means in your mind. Give us a sense of what? That that will look like. So, Kevin. In fact, the best place to start actually is an ancient history. You know, the first banks made the appearance roughly 4000 years ago in Babylon. Um, and the World Bank simply means a platform. Where is Benn's? On which people would bring cash or jewels to the money change of money lender at the temple or in the market in the room and form And the roots of the word back actually are exactly that banker, which means a platform stated that, in essence, then to be a platform for us is a financial institution is bringing together fire sellers important exporters. People were excess cash in order to make payments. Um, people are important goods that people are exporting goods and to do that on our infrastructure and for us to govern the relationship that exists between the various buyers and sellers And that, in a sense, toe us, it seems, is precisely what then is a bank from time immemorial but too perfect and do it properly rather than simply be a seller of products to be a coordinate off relationships, Which is something that I think we have good after the financial uses? And so we think of ourselves. Then, in that context, as a digital platform provided an ecosystem curator, we think of it by using the analogy off a shopping mall. In this sense, we say that we intend to be a move. I want to own the more as well as having our own shocking the ball so we will learn them all. But we'll also about one shop there. But I also think that all other goods and services that our clients are likely to need we need to be able to help them to acquire those with their products and in that case will make sure that these services are safety conveniently and reliably available in our and we will, of course, collect rent from tenants in return for the space and services that we provide. Um, I think you're products and services, and I relationship with you, in my view, puts us in a great position to be able to do precisely that. We can mention any examples that we were already doing that. One example is a problem proposition called one form, which we providing to our clients in Uganda, which is that East Africa Onda and these are exciting things, things that we normally would not have fought off as bankers 5 to 10 years ago. Ondas You can hear news. I see the capacities which you have a sales force, are crucial in helping us to become this small. This platform because of security, tell us more about how your technology choices help you realize your vision, obviously particularly South ones. The technology choices in this context off about are the people that were going to acquire these technologies from people who are able to partner with other people who share our values on the people who share our vision. Do they put us in a position to, uh, meet our purpose, which is Africa are who would rather group? What is the nature off the products and services that we have? Um, are they able to help us create value who clients particularly climbs on the African continent? Will they help us to become this large bowl that is occupying an important place in Africa, and personalization is key to realizing this vision, isn't it? Jim, um, tell us more about how you're realizing that aspect of vision. I think it's really important that the millions of customers that you already have in our face needs to be able to feel that we know them, that we're using tools and capabilities that allow us to know their needs when they arise that were present at each off their life journeys. Whether the acquisition off home help, uh, issue a young child being sent to school or university. And we need to be able to have tools and skills that help us to identify those needs and help us are and help our client
. And I would say to you that the various tools and instruments that are available with Salesforce give us the ability to service our clients at the right time 24 hours a day at a time. When he's it's most convenient for those clients. I want to talk about trailhead said, Uh, we have been absolutely blown away by your commitment to trail him. We found it extraordinarily inspiring how you accept the ambition for 20,000 colleagues and cross standard bank to become Rangers. Tell us. Tell us why that's so important to you. So, Gavin, first of all, I have to brag, if you don't mind, I was tempted to wear. But I want to see you wear it. Yeah, I was a bit weird, but it's quite hot today. So I put that wouldn't and I wanted to look a little bit more like a bank and so that you or your colleagues and stuff would believe that actually, I am a bad reason. Respectable, as if somebody is somebody that you would be happy to place a deposit. But I think wise important was to be planet. This is an enormous investment for us. The investment in this partnership is enormous. It goes to the heart of what we need to become, as we said went into the future radiant, competitive, a pivot and become far more competitive than Eugene over the lost decade on. So becoming this powerful business is absolutely central to our strategy. Therefore our relationship with you but salesforce is crucial. I can't emphasize it more than that and to make the most off the investment. We believe that standard bank people need to understand what Salesforce offers, and it can't just a small handful of Tiki's. We wanted to be pick. Otis has to be as many of the 50,000 people who work for us is reasonably practical, and I'll take it even further. Even a partners outside your relationship with Salesforce have to understand our clients have to understand and be able to take advantage off what is on offer here. Um, as I say, I mean, it was a real privilege for me to become a Ranger. I worked very hard, but I feel like I did because I know what's on offer. I also know indeed what the challenges and what the foot falls off. But I know what the massive opportunities are, and we have roughly 860 Rangers so far. It's 30 days, you know. Not really. Salesforce's a 20,000, but we got 858 Rangers. We got 9000 active trailer users, and that number grows every day throughout the countries will be operated Collectively. We scored 80 million points and believe you me, we will get more were inspired by you. I wish I could stand here one day and say that we've got more angels than Salesforce. It's a dream, but I know that good country but will try. We try very hard on and Strel had really, really is fantastic. It's accessible, It's friendly. It's written in plain and simple English. It's game ified and learning there is just lost. I'm still blown over. By what? When is able to learn. In fact, there's an email that I received from a gun was a skeptic. My stimulus is now about 180,000 points. No. 180. But it was incredible, quite incredible. And his email to me was, is typical off the emails I'm getting from our Corning's Hey said something like Thank you very much. Cem for leading Thean importance Off trailhead and leading by example, it's not often that we get the privilege to test drive Take that we purchase. I'm convinced that well pulled through the development and deployment of sales force as an asset beyond business is usual will in turn create a sustainable computer aboard. So my skull things governor telling that having gone through this experience on trailhead, they believe it will improve the customer experience and you improve the market position of Standard Bank. What more could one school that it's truly inspiring? Wait, take your challenge, you to see whether or not you can have more trailheads than Salesforce. But it's It's a fantastic example for us to use with other organizations were working with around the world. I think you've really set the benchmark it in this area. I only want to talk about the company's vision, which you met. Your Africa is our home. We drive. The growth is a beautiful simplicity of a crunchiness, too. Can you share some of your thoughts on how success could be a large beacon? I'd like to the entire region of athletes. Well, you know Gavin. Yeah, Africa is our home. We drive growth. If you ask me what gets me excited, what are wake up dreaming about it? It is what contribution I and my colleagues are making to the development of our beloved continent. And in that context, we deeply committed to promoting sustainable human and economic development in Africa. And in one sense, we really pushing against an open door. This is what's really happening in many countries where we operate, particularly in the East Coast, or really graying and developing the force. And so our contribution is to make them go even faster in the middle of this crisis. The East African countries are not going to go into recession largely because of the policies and the rational implementation off policy that has been infected in East Africa and Africa is you know, Gavin has got a formidable demographic. The demographic dividend rhythm is incredible and the potential use is lost. It is lost a particularly in an aging world. And I do think that people with a vision people are asking yourselves working together can do something quite special on the continent as the continent develops on, particularly as we take advantage of this fantastic demographic dividend. Um, and we are live this far. This goes, I'm really looking forward to achieving this vision in partnership with sales. And so we are too. So just as I wrap up sees today, any final thoughts you'd like to share with us? Well, Kevin, I think you've asked me a wide range of questions. I think what I can be really underscore. Couple of the points of me. The first one is we love being apartment were delighted. And long May this partnership lost notice. I'm not using banned or buy and sell in which important about a partnership a relationship. We're values that created that we're gonna add enormous value together bets of Bruce Lee. The second I think we can make a massive difference on the African continent. And we can see it in our lifetime. This is why this is exactly And finally, I want to thank you ever so much. Really, really. Thank you for having me today. And I love the opportunity to have compared Salesforce. Harner would stand up back wound. Thank you. Soon it's subpoena a real privilege to get to know you personally on. I'm very excited about the opportunities that we have to work together, not just over the next few months, but over the next few years. So I'm looking forward to that. I think we got to do great things together on DSO Thank you today, Andi, With that, I'm gonna come back toe earlier. Thank you, Gavin. And thank you Somewhat. An inspirational story, Sam your story is amazing. And then, you know, we're looking forward to that challenge of getting more trailhead. Rangers and Salesforce Bring it on. Let's do it. The more Rangers, the better. Now I'm excited to hand it off to my colleague Lee Price. Marketing clouds Very own senior product marketer manager to talk about social studio. Thanks, Layer. I am so excited to be here live from Austin, Texas, to show you the power of social studio. Now, more than ever, companies need to be listening to their customers in order to be successful. Every company in every industry, whether it's financial services, consumer goods manufacturing it doesn't matter. They all need to put their customers at the center of everything, and social speedier does just just that. Let's see how we're going to start with the social listening dashboard and let's say I'm working in a grocery chains. Digital marketing tinky in Texas, I'm particularly interested in the changing needs of customers related to curbside pickup. During covert 19 I've plugged in some king words related to this topic to understand what customers are saying. So here on the left side of the screen, I can see a live feed of all the social posts, mentioning these keywords very handy for real time reaction. I can also see volume across different channels if we look at reviewed second filter by one star or five star reviews to see what things that president. This is very helpful for getting inside to competitors as well. Next, I can look at discussion over time and hardening on picks and conversation. Understand what's getting people talking. If I click on this picking discussion, I can see discussion on a parenting forum about the unique needs and concerns of pregnant mothers and curbside pickup going back to the dashboard. I can also see influences to partner with to get the word out and the top words that are being mentioned on this topic. Any unexpected or unusual words are often the souls of inciting you as a grocery change. This is right start to see words like toilet paper bubble up, if that's what's top of mind for consumers. So as we see these top words pump up, I can see people are talking about things like masks, restaurant curbside and opening Alistair. Curbside pickup. Now, if we go back to the dashboard Of course, I can measure sentiment in real time any topic. Another great source of insight is any peak in discussion where negative sentiment rises above positive sentiment. So now we've seen an example of a topic with a dashboard. Let's start digging into social dynamic insights with work benches. You can see there's lots of ways to analyze. The data will start with volume trends by clicking on a peak in discussion. I can continue honing in on that daughter. Let's look at the top words for this Peking conversation to get a quick overview of what people were saying on this day. Looks like groceries were top topic. You and I can also see people discussing curbside versus home delivery for groceries as some of the other top keywords that are popping up here. This is a great way to get a very quick overview of what people were saying in a moment in time. So I wonder what the sentiment looks like for mentions of curbside compared to delivery. So let's open up a sentiment chart for curbside and another sentiment chart for delivery as well. That way we can compare them side by side, so we'll wait for those charts that open up, and it looks like people have slightly higher positive sentiment for grocery delivery compared to curbside. So let's go back and look at all sentiment for mentions of curbside over the month. I can see this is around 64% positive. I want to help our customers by saying What's working? What's not working. So I'm going to open up all the images being posted in positive sentiment posts. When I look at this in detail, I can even sort by influence level to see what those influential accounts the same looks like this of news being shared about the explosion in the popularity of curbside. Maybe my PR team could get involved there, and I can also see the American Red Cross discussing a curbside baby shower. Maybe that's a content marketing topic I can use with the mumps to be that I saw earlier in the Dash four. Now let's hone in on negative sentiment. Maybe this is varying from location to location that looks like this is generating the most negative discussion. Houston. So I'm going to make a note to investigate the root cause of this. Finally, let's look at the websites paper. People are mentioning my frequently in any posts referencing curbside that looks like the Austin Independent School District's food service message is really resonating. It's getting shared frequently. Perhaps this is something I can bear in mind with community support. What I'm talking about, my brand. So with all these social insights, I can already see, the grocery delivery is generating more positive sentiment than curb sign. So I never include that option front and center in my next email send. We already published Social Posts of that out community outreach efforts. But I'm going to see that speaking more about how it already helping London schools, we're really resonate. I've also uncovered some potential audiences. I can speak to it targeted messengers, the expecting moms and addressing those concerns that we saw locally at Houston. So that's an overview of how it can dive very deep into social dar that actionable insights around our brand in real time, and that's just the start. Listening is just one part of Hagan build amazing social customer experiences with social studio. You'll find more details on the cell Smaltz website Now back to you, Leah. Thank you Lee. That was great. Now, if you're inspired and you want to learn more about marketing Cloud Trailhead and the customer 3 60 platform, check out this trail mix. At S f d c dot c o slash t s b once again sf d c that CEO slash tsb now Are you ready? Are you really ready to get swept away to the islands with the smooth sounds of lt Smooth It is my pleasure to bring him in Take us away. Lt way sparking their skin I want to leave you with theirs Billion stars A peaceful easy be I know you weigh I found out a long time What a woman do Teoh but can take you way Don't already Oh, get a peas He's feel I know you because a lot this feeling I may know Boy's smooth I see a peaceful he's e I know cause way to these Got his rotors, missus, With through the good sign with happiest times on the way you game to me Way with you Gave a far looking forward Thio Thio this week you know, like give you special for you You are here game to me way to these has brought this blessed swath heaviest times. You know me, you get way for you more. You are a gift game to be. No, that's you with Oh man, I was just transported to a happy, beautiful place and it's really I'm here. Thank you, lt. That was amazing. And thank you all for joining us today. Now you confined mawr of our leading through change stories at salesforce dot com slash blawg. Now, before we wrap up, one more reminder to join us in making sure millions of people worldwide do not go hungry during this crisis. If you can please go to salesforce dot com slash w FP and join us in helping this organization. Through September 30th 2020. Salesforce will match donations up to $150,000 again that salesforce dot com slash w f p. Now we'll be back with our next leading through change this Thursday at 10 a.m. Pacific with the story of how Seaman's keeps innovating after over 150 years as the original Trail Blazers. You don't want to miss this one now. Until then, please take care of yourself and each other sales club lets you build business resilience and create growth with the world's number one trusted sales solution. First, as a business leader, you can easily get insight into your business so you know where to focus your efforts and make decisions based on market changes. You can visualize and redistribute your customer territories, shifting your sales coverage to meet changing market demand thin. Quickly update sales processes to adapt, to change with dragon drop tools and scale to sales reps instantly. So your sales team develops the new skills they need based on proven best practices, allowing your team toe work more efficiently from anywhere. Also, sales reps can manage deals from a single workspace and track every customer interaction from a single source of truth. The customer. 3 60 Powered by I to boost productivity and guide deals forward while configuring the deal to meet every customer need with flexible pricing terms and payment methods. Lastly, scale your business through partners, bringing them up to speed quickly so they can start to close deals. Justus fast quickly adapt and build business resilience and growth from anywhere with sales cloud
