30 Gripping Facts Uncovered at Dreamforce 2015

Customer Service, Women in Technology, Salesforce

Salesforce’s Dreamforce 2015 was a mind-blowing event. From the high quality speakers to the spectacular performers to the new product revelations and beyond, it was amazing.

It will take many weeks to digest the information gained during the four-day event that Salesforce hosted. Dreamforce 2015 included live sessions, learning opportunities, revelations, a broad variety of vendors, wild give-aways, a cruise ship made into a hotel, musical extravaganzas, parties, networking…Even today, Dreamforce continues through videos, online conversations, and more.

Every session contained an array of fascinating information. While it would be impossible to record them all, here are thirty stunning facts that stood out at Dreamforce 2015.

The connected world is growing at a rapid pace

Between the Internet of Things (IoT), the growing use of mobile, and the rapid increase of available data, the world is changing at a blinding speed.

  • The cloud computing market will be $270B by 2020 Tweet: The cloud computing market will be $270B by 2020 http://bit.ly/1KKXVPy via @glancenetworks
  • 90% of the world’s data was created in the last 12 months Tweet: 90% of the world’s data was created in the last 12 months http://bit.ly/1KKXVPy via @glancenetworks
  • There will be 6 billion smartphones by 2020 Tweet: There will be 6 billion smartphones by 2020 http://bit.ly/1KKXVPy via @glancenetworks
  • There will be 3+ billion social users by 2020 Tweet: There will be 3+ billion social users by 2020 http://bit.ly/1KKXVPy via @glancenetworks
  • There will be 75 billion connected things by 2020 Tweet: There will be 75 billion connected things by 2020 http://bit.ly/1KKXVPy via @glancenetworks

Offering live response customer service (cobrowsing/chat) is critical

Customers use a multitude of channels for connecting with businesses. Of all the options available, live channels such as cobrowsing, screen sharing, and chat top the list.

  • Customers use 3-4 different channels to connect with a business Tweet: Customers use 3-4 different channels to connect with a business http://bit.ly/1KKXVPy via @glancenetworks
  • 52% of employees who worked for companies who had cobrowsing or screen sharing technologies reported better understanding of customer issues Tweet: 52% working for orgs using cobrowse/screen share better understand customer issues http://bit.ly/1KKXVPy via @glancenetworks
  • 38% of companies using cobrowsing and screen sharing technologies reported improved customer satisfaction Tweet: 38% of companies using cobrowsing and screen sharing reported improved customer satisfaction http://bit.ly/1KKXVPy via @glancenetworks
  • 58% of people online use chat Tweet: 58% of people online use chat http://bit.ly/1KKXVPy via @glancenetworks
  • There is a 67% satisfaction rate from customers using chat Tweet: There is a 67% satisfaction rate from customers using chat http://bit.ly/1KKXVPy via @glancenetworks
  • 25 million people every day visit sites with Salesforce Live Agent Tweet: 25M people every day visit sites with Salesforce Live Agent http://bit.ly/1KKXVPy via @glancenetworks
  • 15,000 agents use Salesforce Live Agent daily Tweet: 15,000 agents use Salesforce Live Agent daily http://bit.ly/1KKXVPy via @glancenetworks
  • 100,000 Salesforce LiveAgent chats take place daily on average Tweet: 100,000 Salesforce LiveAgent chats take place daily on average http://bit.ly/1KKXVPy via @glancenetworks

Outstanding customer service is a necessity

Your products and services may be good, but if you don’t offer excellent customer service, your customers won’t continue to give you business.

  • 73% of customer service professionals have difficulty meeting their performance metric goals Tweet: 73% of customer service pros have difficulty meeting performance metric goals http://bit.ly/1KKXVPy via @glancenetworks
  • Companies with stagnant (65%) or decreased (40%) budgets in the past 3 years, had still increased or upgraded a customer-focused technology during the same period of time Tweet: Even orgs that haven't increased IT budget in the past 3 yrs increased or upgraded their customer-focused tech http://bit.ly/1KKXVPy
  • 74% of customers dealing with customer service get asked for the same information multiple times in the same call Tweet: 74% dealing with customer service get asked for the same info multiple times in the same call http://bit.ly/1KKXVPy @glancenetworks
  • 65% of the time dissatisfied insurance claimers will switch carriers Tweet: 65% of the time dissatisfied insurance claimers will switch carriers http://bit.ly/1KKXVPy via @glancenetworks
  • Customers engage with banks only about 2-3 times in person per year Tweet: Customers engage with banks only about 2-3 times in person per year http://bit.ly/1KKXVPy via @glancenetworks
  • Customers engage with banks more than 300 times digitally each year Tweet: Customers engage with banks more than 300 times digitally each year http://bit.ly/1KKXVPy via @glancenetworks
  • 61% of internet users bank online Tweet: 61% of internet users bank online http://bit.ly/1KKXVPy via @glancenetworks

Women in business still face many challenges

Women have made much progress in the business world, but the struggle for equality is far from over.

  • 94% of VCs are male, making it challenging to raise money for businesses with a female-oriented audience Tweet: 94% of VCs are male, making it challenging to raise money for biz with a female-oriented audience http://bit.ly/1KKXVPy @glancenetworks
  • Only 7% of venture capital funding goes to women-owned businesses Tweet: Only 7% of venture capital funding goes to women-owned businesses http://bit.ly/1KKXVPy via @glancenetworks
  • Two-thirds of people earning minimum wage are female Tweet: Two-thirds of people earning minimum wage are female http://bit.ly/1KKXVPy via @glancenetworks
  • Professional women earn around 25% less than professional men (73 cents to the dollar) Tweet: Professional women earn around 25% less than professional men (73 cents to the dollar) http://bit.ly/1KKXVPy via @glancenetworks
  • Change comes 10x faster when men come to support women in the workplace Tweet: Change comes 10x faster when men come to support women in the workplace http://bit.ly/1KKXVPy via @glancenetworks
  • Nearly 1-in-4 new mothers in the U.S. return to work within two weeks of having new baby Tweet: Nearly 1-in-4 new mothers in the US return to work within 2 weeks of having new baby http://bit.ly/1KKXVPy via @glancenetworks
  • Fewer than 20% of computer science grads in the U.S. are women Tweet: Fewer than 20% of computer science grads in the US are women http://bit.ly/1KKXVPy via @glancenetworks

Salesforce is a powerful industry influencer

Dreamforce was a small indicator of the size and power of Salesforce. Salesforce is, of course, using its size and capabilities to grow its business – but it is also using its influence to better the world both through donations and by promoting equality in the workplace.

  • Salesforce is the fourth largest software company in the world, behind Microsoft, Oracle, and SAP Tweet: Salesforce is the 4th largest software company in the world, behind Microsoft, Oracle & SAP http://bit.ly/1KKXVPy via @glancenetworks
  • Salesforce has experienced 79% year-over-year growth Tweet: Salesforce has experienced 79% year-over-year growth http://bit.ly/1KKXVPy via @glancenetworks
  • Salesforce has donated 1.1+ million service hours, $100+ million grants, 250 products to 26+ thousand nonprofit organizations Tweet: Salesforce donated 1.1M+ service hours, $100M+ grants, 250M+ products to 26K+ nonprofit orgs http://bit.ly/1KKXVPy @glancenetworks

Dreamforce 2016 is already being planned out

Even now, as I continue to recover from the Dreamforce 2015 excitement, I’m looking forward to Dreamforce 2016. Will you be there? I know I will!

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About Glance Networks

Glance helps enterprise organizations create the ultimate customer experience with smart, omni-channel visual engagement solutions based around integrated cobrowse, screen share, and one-way agent video. We are one of the world’s simplest, most reliable and secure platforms that enable companies to see, show and share anything online, creating a frictionless path to great experiences in sales, support and customer service. The result is improved customer satisfaction and loyalty, increased revenue growth and operational savings. From financial services and healthcare to retail and travel and leisure, even the most advanced technology and SaaS organizations – we transform the customer experience for today’s business. Learn More »

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