As we have moved to virtual briefings, I have increasingly been excerpting short video segments (with permission) as part of my Analyst Cam series.
This time it is Jujhar Singh, Executive Vice President & General Manager, Salesforce Industries
Given the length of the recording, we broke it into 6 segments that emphasize a variety of different industries. So, here we go with some of my brief comments on each.
Industries Introduction & Dreamforce Industries News (~5 mins)
Jujhar talks about the vitality of their Industry Clouds business. It is now one of the top 3 pillars of growth for Salesforce. It is a sticky business. Industry attrition rates are 2% lower than those in their lowest horizontal clouds.
Holistic Health Powered by Genie (~10 mins)
One of the biggest announcements at Dreamforce was Genie which is aimed to harmonize, in real-time, all your data into a single view of the customer across any cloud. Jujhar applies the lens from a patient perspective and provides other updates around their healthcare and life sciences offering, including support for Advanced Therapy Management. It is a nice update to the overview Amit Khanna, SVP and GM had presented in July here.
Automotive Cloud – new offering (~4 mins)
Jujhar provides a preview of a new Industry Cloud which will become generally available on October 17. It takes Salesforce into the emerging world of electric vehicles, direct to consumer (D2C) selling and new business models that are dramatically transforming the auto industry. I will run a longer interview with Achyut Jajoo, SVP and GM, Manufacturing and Automotive on this offering later this week.
Net Zero Marketplace – new offering (~7 mins)
Jujhar provides an overview of another offering announced at Dreamforce – this one aimed to accelerate customer sustainability initiatives. Built on Salesforce Commerce Cloud, the Net Zero Marketplace enables “ecopreneurs” to browse and purchase carbon credit projects from various sellers. Salesforce has enlisted third party reviewers to provide transparent reviews and risk
assessments on the available projects. Ari Alexander, GM of that cloud business had provided a longer perspective here.
Service Excellence Across Industries – examples from Insurance and Healthcare (~2 mins)
Salesforce is building industry-specific service consoles and Jujhar provides examples from healthcare and auto insurance.
Composable Case Management - for Public Sector, Nonprofit and Education (~4 mins)
Jujhar presents a new approach to customer service for public sector domains like child welfare, nonprofits focused on mental health and staff health and wellbeing in education. He describes the composable case management solution: “You are not dealing with tickets; you are dealing with people in complex scenarios. Families may be involved, even communities. Instead of one provider, you may need a network of providers. It is about a different orientation – not about closing out a ticket, but about outcomes. The caseworker can follow the process all the way from intake to outcomes.”
I would recommend you watch all 6 segments. In total, they only add up to half an hour. The range of industries and the wide landscape Jujhar covers in each is truly impressive.
