Unleash the full power of Salesforce

Foreword

This time of tremendous global change and transformation is putting the emphasis on digital business and the ability to adapt today and in the future. Now, more than ever, it is essential to stay connected with your customer and provide personalized products, services, and experiences.

Companies of every size and industry are transforming at a rapid pace, whether through modernizing their supply chain to meet customer demands, launching new applications, or solving for interoperability. For Salesforce, providing a bridge between the cloud and the on-premises data center is crucial to allow customers to innovate at a faster rate, share information across disparate systems, and prevent being limited by where data lives.

Executive summary

Data is at the core of transformation

Today’s customer expects integrated, personalized, truly connected products, services, and experiences. Bringing structured and unstructured data together to draw insights is key to connecting with customers.

84% of customers say the experience a company provides is as important as its products or services.

Data silos are the largest inhibitor

Technology leaders cite data silos and integrating disparate systems as top challenges. Creating a single source of truth continues to be a main priority, and traditional integration approaches are not fit for purpose.

89% of IT leaders report data silos are inhibiting digital transformation initiatives.

API building blocks securely unlock data

APIs as reusable building blocks provide the most secure, scalable, and flexible approach to unlocking data. Successful API strategies provide accelerated IT delivery, increased organizational agility, and rapid innovation.

60% of IT leaders report integration via APIs is critical to their digital transformation.

Building a composable enterprise

As new integrations are developed, an application network emerges with each node adding value to the network. MuleSoft provides the leading API and integration platform for businesses to create application networks using reusable APIs. With MuleSoft, customers see 60% faster delivery of APIs and integrations and 63% reduction in maintenance costs.

Unleashing Salesforce Customer 360

MuleSoft provides a bridge between Salesforce Customer 360 and on-premise, cloud, and legacy systems. To accelerate these integration experiences, MuleSoft and Salesforce are innovating with new joint technologies for customers. Organizations can build connected experiences 3x faster with MuleSoft Accelerators for Salesforce Clouds.

Digital transformation blueprints

Organizations across industries are integrating siloed data to transform their digital business — from creating a 360° customer view, modernizing legacy infrastructure, launching new digital channels, and creating API ecosystems. Over 2,000 joint customers are leveraging MuleSoft and Salesforce together to drive transformation.

Leverage the power of APIs in your organization

To deliver measurable business outcomes with APIs, organizations must take a thoughtful approach. Leverage tips from integration experts and read our commitment to customers and partners. As you embark on your integration journey, prioritize one experience and build with an eye for API reuse.

1. Data is at the core of transformation

Connecting to customers in a meaningful way is more important than ever, and businesses across all industries are transforming to deliver differentiated experiences. To build truly connected experiences, technology leaders must use data across the business to drive key decisions and inspire, empower, and engage. Connecting disparate and siloed sources to drive data-driven insights will make or break a company’s ability to innovate.

There’s a central force driving digital transformation: the demand for connected experiences

Today’s customer builds trust with companies that understand them. They expect integrated, personalized, truly connected products, services, and experiences that meet them where they are, and span every channel.

Eighty-four percent of customers say the experience a company provides is as important as its products or services. Tailored, contextualized engagement across multiple touchpoints is the benchmark, and disruptive business models are further raising the bar. Whether entering into new markets or new geographies, expanding supply chain and distribution networks, or delivering new digital experiences to meet customer demands, companies are under greater pressure to transform faster.

92% of organizations are currently undertaking digital transformation initiatives or plan to in the next year. This transformation spans key business initiatives, including modernizing legacy systems, migrating applications to the cloud, and automating business processes. The demand for these connected experiences is not isolated to one industry.

Every company in every industry is under greater pressure than ever before to accelerate the speed of delivery, increase agility, and innovate at scale.

Businesses across all industries are transforming to meet rising demands

Companies are being challenged to rethink how they engage with increasingly connected, empowered, and discerning customers and future-proof their business for change. With increased customer expectations stemming from new technologies, products, and business models, delivering the great experiences that meet those changing expectations requires fundamental change.

Customer experiences

→ 360° customer view

→ eCommerce

→ Omnichannel and mobile

→ Digital banking and lending

→ Personalized healthcare

New products & services

→ Mergers and acquisitions

→ Supply chain modernization

→ New market expansion

→ New products and channels

→ Virtual care

Operational efficiency

→ Legacy modernization

→ Interoperability

→ SaaS integration

→ Portfolio rationalization

→ Business automation

Technology leaders are enablers to digital transformation within organizations

Today’s CIOs often serve as “Chief Transformation Officers” tasked with leading digital business transformation and shaping new tools and capabilities for an organization.

These leaders are expected to create new efficiencies and value, and the pace of digital transformation creates urgency to build new connected experiences and maximize legacy investments. However, CIOs can’t do it alone. To demonstrate business impact and build truly connected experiences, they must work with other leaders to inspire, empower, and engage.

The CIO moves between IT, the C-suite, and line of business leaders, taking input and returning that input as value — be it innovation, insight, or problem-solving. They must build lasting partnerships across the organization that have a crucial impact on digital transformation: the CFO, CMO, CHRO, board of directors, and their own direct reports.

To successfully deliver transformation programs and build trust throughout the organization, CIOs must look across the company at key business drivers. This includes product lines, processes, systems, and workstreams for opportunities to improve top-line and margins and reduce expenses.

The CIO absorbs, assesses, and then translates the implications of emerging technology for the organization. And at the heart of this analysis is datadriven insights.

Every business has data — transformation starts with harnessing value from data that already exists

A business’s most critical asset is its data. Bringing structured and unstructured data together and leveraging technologies to drive data-driven insights will make or break a company’s ability to innovate.

According to Forrester, insight-driven businesses are growing at an average of 30% each year. By 2021, they are predicted to take $1.8 trillion annually from their less-informed industry competitors. This ability to draw insights requires data across financial and compliance systems, business intelligence and operational databases, and consumer data (social, wholesaler, distributor, retail). These systems need to be integration in order to be integrated in order for businesses to create proper segments and targets.

Organizations can only achieve digital transformation when they are able to bring data across multiple technologies together to draw insights and create truly distinctive and differentiated offerings.

Data from disparate sources like SaaS, mobile, and social applications must be aggregated alongside that from onpremises systems and databases. Seamless connectivity is needed in order to ensure efficient functionality, communication, and data synchronization across the enterprise to multiple audiences, such as customers, suppliers, and employees, securely and at scale.

2. Data silos are the largest inhibitor

Siloed data and legacy infrastructure are barriers to digital transformation, which is why companies are often disconnected from the data that helps them understand what is happening with their customers, partners and employees. Organizations often turn to custom code or monolithic web services to connect data sources, which, over time, puts added strain on IT infrastructure and leads to expensive application maintenance and bottlenecks.

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