The Transformation Playbook

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500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-10-top-xs margin-100-left-lg margin-100-left-xs text-size-default line-height-default "> <b>Bret Taylor</b><br /> President and Chief Product Officer, Salesforce </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-60-right-lg margin-0-right-md margin-20-bottom-lg text-size-default line-height-32 "> <p>For years, I’ve heard business leaders discuss the need to digitally transform and achieve a holistic view of the customer. <b>Lately, I’ve found those discussions to be even more urgent.</b></p> <p>Realistically, though, it’s not about being a digital company or even a digitally transformed company. Every company needs to be a customer company.</p> <p>Conventional attitudes, silos, and legacy systems often stand between leaders and customer-centricity. And while technology can help, that alone is not the answer. Simply applying new technology to old ways of doing things won’t magically change the way your teams deliver a great customer experience at scale.</p> <p><b>I’ve noticed transformation happens when leaders stop focusing internally on technology, products, departments, or systems — and recenter around their customers.</b></p> <p>Easy to say, harder to do. We hope this playbook helps you confidently lead change. Our work with thousands of C-suite leaders from organisations of all sizes and industries has uncovered patterns of what it takes for successful companies to get it right as they evolve to be more customer-centric.</p> <p>Whether you’re a CEO in financial services, a CIO in B2B tech, or another leader ready to make meaningful change, I hope this playbook helps you bring the customer closer to the center of your business.</p> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="headingComponent parbase section"> <div id="contents" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-11 margin-20-top-lg margin-30-top-xs margin-10-bottom-xs " style="; "> <span class=" header-text "> Contents </span> </div> </div> <div class="ghost section"> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-bottom-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/customer-transformation-playbook-changing-company-mindsets-o/">Chapter 1: Successfully Metting the Digital Imperative Depends on Your Mindset</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-32 "> <a href="/eu/resources/guides/design-customer-centric-business-practices/">Chapter 2: How You Make Decisions: Sense, Anticipate, and Respond</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/build-one-team-around-customer/">Chapter 3: How You Engage Customers: Customer-Centric Business Processes</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/move-to-leanest-technology-stack/">Chapter 4: How You Work: One Team Aligned Around the Customer</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-default line-height-32 "> <a href="/eu/resources/guides/sense-and-respond-to-customers/">Chapter 5: How You Embrace Technology: Digital-First, Lean, and Ethical by Design</a><br /> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-40-bottom-lg margin-10-bottom-xs text-size-default line-height-32 "> <a href="/eu/resources/guides/how-you-serve-society/">Chapter 6: How You Serve Society: Business as a Platform for Change</a><br /> </div> </div> <div class="headingComponent parbase section"> <h2 id="how-to-accelerate-change-with-this-guide" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-9 margin-20-top-lg margin-10-bottom-xs " style="; "> <span class=" header-text "> How to Accelerate Change with This Guide </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> Making fundamental shifts in the products or services you offer, and how your teams work together, can seem large and complex, but the steps outlined in this guide will help you make a plan and evolve. This guidance is based on what Salesforce has learned from thousands of working sessions and projects with C-suite leaders over our 21-year history. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper container-fluid margin-20-top-lg margin-10-top-xs margin-20-right-lg margin-40-bottom-lg margin-10-bottom-xs margin-20-left-lg margin-0-left-sm column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-84-percent.jpg"> </div> </div> <div class="visible-md"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-84-percent.jpg"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-84-percent.jpg"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-84-percent.jpg"> </div> </div> <div class="row columns-wrapper xs-min-height-50" style="min-height: 200px; 500"> <div class="col text-left col-xs-6 col-sm-6 col-md-4 col-lg-4"> </div> <div class="col text-left col-xs-6 col-sm-6 col-md-8 col-lg-8"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-0-top-xs margin-10-right-lg margin-0-right-xs column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-10-top-sm margin-10-top-xs margin-50-left-lg margin-0-left-xs text-size-default line-height-default col-md-10 col-lg-11 "> <span class="text-stratus">Research shows<b> that 84% of customers say the experience a company provides is as important as its products and services.</b></span> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-10-top-xs margin-30-left-lg text-size-large-footnote line-height-default "> <ul> <li><a href="https://www.salesforce.com/blog/2019/06/customer-engagement-trends.html"><i>The New Rules of Customer Engagement: Key Trends From Global Research</i></a></li> </ul> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-sm hidden-md hidden-lg columns-wrapper container-fluid margin-30-bottom-xs margin-20-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-6 col-md-6 col-lg-6"><div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-left-xs center-img-horizontally " alt="The Digital Imperative is moving business faster than ever before." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-84-percent.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default col-xs-11 col-md-12 col-lg-12 "> <div style="text-align: center;"><span class="text-stratus">Research shows<b> that 84% of customers say the experience a company provides is as important as its products and services.</b></span></div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg text-size-large-footnote line-height-default col-xs-11 no-indentation"> <div style="text-align: center;"><i> <a href="https://www.salesforce.com/blog/2019/06/customer-engagement-trends.html">The New Rules of Customer Engagement: Key Trends From Global Research</a></i></div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> The urgent question facing leaders now is how to go beyond simply responding, to reimagining and acting differently. No matter what the future holds, building customer-centric thinking and structures rallies every department, employee, and stakeholder around customers’ needs. </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg center-img-horizontally " alt="The Digital Imperative is moving business faster than ever before." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-digital-customer.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-30-top-xs margin-60-right-lg margin-0-right-md margin-10-bottom-lg margin-10-bottom-xs text-size-default line-height-32 "> <b>How can you make your business more relevant to your customers, partners, and employees, and make your company more resilient to future shocks?</b> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-10-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p>That’s why this playbook is focused on an approach that puts the customer in the center of your feedback loop and innovation cycle. It provides “no regrets” moves every leader can make to begin now.</p> <p>To work toward this transformation, get familiar with two key terms that we’ll reference throughout this playbook: mindsets and disciplines.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg margin-10-right-lg center-img-horizontally " alt="Mindsets and disciplines are different." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-mindsets.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-20-top-xs margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p><b>Mindsets:</b> Mindsets are the common assumptions that shape how people behave, either holding companies back or propelling them forward.</p> <p><b>Disciplines:</b> Disciplines are customer-centric business practices that unite employees, departments, and partners to solve customer needs with the full force of the organisation.</p> <p>Across industries and functions, the core challenges are often the same — and so are the key steps to drive a customer-first revolution. This playbook’s six chapters will begin your journey with thought starters and practical tips.</p> </div> </div> <div class="headingComponent parbase section"> <h2 id="ch1" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-9 margin-20-top-lg margin-10-top-xs margin-10-bottom-xs " style="; "> <span class=" header-text "> Chapter 1: Successfully Meeting the Digital Imperative Depends on Your Mindset </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-top-lg margin-10-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-10-bottom-xs text-size-default line-height-32 "> <p>While the pandemic has accelerated massive change, one important lesson we’ve learned is that <b>your industry does not define your destiny.</b></p> <p>In fact, there have been winners and losers in every industry, depending on the actions of individual companies. We’ve seen a performance gap between those leaders who lean into digital and those who are waiting for the “old normal” to return. In general, companies have had one of these responses.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg center-img-horizontally " alt="Some businesses have an "renovate" vs a "transcend" mindset." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-renovate-transcend.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-30-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-10-bottom-xs text-size-default line-height-32 "> <p>Those with a <b>RENOVATE</b> mindset approach things with a wait-and-see attitude. Their workforce is not digitally enabled, they’re not building ways to anticipate their customers’ new needs or make sense of the data they have, and their leaders don’t understand digital. As a result, their growth plummeted in the worst of the crisis, and as the broader economy recovers, they’ve rebounded much less than others.</p> <p>This is in stark contrast to those with a <b>TRANSCEND</b> mindset. Companies that were born digital, even before COVID-19. Amazon, Netflix, and Zoom are well-known examples here. They were built for this all-digital world. They designed around their customers’ evolving needs and are laser-focused on speed, simplicity, and personalised experiences.</p> <p>Many of our customers have what we call an <b>EVOLVE</b> mindset. They weren’t born digital, but they are deliberately refocusing on their customers’ needs. Most were already on a journey towards digital before COVID-19, but the crisis enabled them to smash through old bureaucracy and change faster than anyone thought possible.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-10-top-lg center-img-horizontally " alt="Most businesses have an "evolve" mindset." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-evolve.jpg"/> </div> </div> <div class="bodyCopyComponent parbase section"><div class="margin-40-top-lg margin-30-top-xs margin-60-right-lg margin-0-right-md margin-40-bottom-lg margin-20-bottom-xs text-size-default line-height-32 "> <p>These companies share a clear imperative: to reinvent themselves for this digital-first, work-from-anywhere world. </p> <p>Here are five customer-centric disciplines we have seen successful companies use to evolve and thrive through digital transformation. These are so critical to success in this new all-digital era that they are the foundation for how our Salesforce Customer Success teams help customers maximise the value they can realise across all Salesforce products.</p> </div> </div> <div class="imageComponent parbase section"> <div class=" image-link"> <img class="lazy img-responsive margin-20-top-lg margin-20-bottom-lg center-img-horizontally " alt="The five disciplines for customer-centric transformation." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/transformation-playbook-2020-customer-centric-1.jpg"/> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <p id="chapters" class=" h3 text-night text-left salesforce-sans-bold margin-60-top-xs " style="; "> <span class=" header-text "> Chapters </span> </p> </div> <div class="barComponent parbase section"><div class="margin-20-top-lg margin-20-bottom-lg bg-karl-the-fog bar-align-center " style="height:2px;width:100%;"></div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="01" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 01 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="#ch1" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 1 - Successfully Meeting the Digital Imperative Depends on Your Mindset thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-1.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="successfully-meeting-the-digital-imperative-depends-on-your-mindset" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="#ch1"> <span class=" header-text "> Successfully Meeting the Digital Imperative Depends on Your Mindset </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="02" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 02 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/design-customer-centric-business-practices/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 2 - How You Make Decisions thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-2.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-make-decisions-sense-anticipate-and-respond" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/design-customer-centric-business-practices/"> <span class=" header-text "> How You Make Decisions: Sense, Anticipate, and Respond </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="03" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 03 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/build-one-team-around-customer/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 3 - How You Engage Customers thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-3.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-engage-customers-customer-centric-business-processes" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/build-one-team-around-customer/"> <span class=" header-text "> How You Engage Customers: Customer-Centric Business Processes </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="04" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 04 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/move-to-leanest-technology-stack/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 4 - How You Work thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-4.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-work-one-team-aligned-around-the-customer" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/move-to-leanest-technology-stack/"> <span class=" header-text "> How You Work: One Team Aligned Around the Customer </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="05" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 05 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/sense-and-respond-to-customers/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 5 - How You Embrace Technology thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-5.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-embrace-technology-digital-first-lean-and-ethical-by-design" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; "> <a class=" text-cirrus " href="/eu/resources/guides/sense-and-respond-to-customers/"> <span class=" header-text "> How You Embrace Technology: Digital-First, Lean, and Ethical by Design </span> </a> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-2 col-md-2 col-lg-2"><div class="headingComponent parbase section"> <p id="06" class=" h4 text-night text-left salesforce-sans-bold " style="; "> <span class=" header-text "> 06 </span> </p> </div> </div> <div class="col text-left col-xs-12 col-sm-10 col-md-10 col-lg-10"><div class="imageComponent parbase section"> <a href="/resources/guides/how-you-serve-society/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 6 - How You Serve Society thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-6.jpg"/> </a> </div> <div class="headingComponent parbase section"> <h4 id="how-you-serve-society-business-as-a-platform-for-change" class=" h4 text-cirrus text-left salesforce-sans-regular margin-20-top-lg " style="; 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"> <span class=" header-text "> Blog Post </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="what-does-salesforce-do" class=" h4 text-cirrus text-left salesforce-sans-regular hidden-xs hidden-sm hidden-md hidden-lg " style="; "> <span class=" header-text "> What does Salesforce do? </span> </h4> </div> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content " data-href="/?d=cta-related-2"> <a href="/?d=cta-related-2" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic hidden-xs hidden-sm hidden-md hidden-lg"> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="How Ford Plans to Transform an Icon video page thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/videos/ltc-35-rc_meta-image-768x432.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <h3 id="video" class=" h5 text-altostratus text-left salesforce-sans-bold hidden-xs hidden-sm hidden-md hidden-lg margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Video </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="how-ford-plans-to-transform-an-icon" class=" h4 text-cirrus text-left salesforce-sans-regular hidden-xs hidden-sm hidden-md hidden-lg " style="; "> <span class=" header-text "> How Ford Plans to Transform an Icon </span> </h4> </div> </div> </div> </div> </div> <div class="cardComponent parbase section"> <div class="thumbnail margin-40-top-lg bg-snow "> <div class="thumbnail-content " data-href="/?d=cta-related-3"> <a href="/?d=cta-related-3" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic hidden-xs hidden-sm hidden-md hidden-lg"> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="How to Launch an Employee Experience Platform report thumbnail image" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/sf-cdp-rc.png"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <h3 id="report" class=" h5 text-altostratus text-left salesforce-sans-bold hidden-xs hidden-sm hidden-md hidden-lg margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Report </span> </h3> </div> <div class="headingComponent parbase section"> <h4 id="how-to-launch-an-employee-experience-platform" class=" h4 text-cirrus text-left salesforce-sans-regular hidden-xs hidden-sm hidden-md hidden-lg " style="; "> <span class=" header-text "> How to Launch an Employee Experience Platform </span> </h4> </div> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-sm hidden-md hidden-lg columns-wrapper column-container-component"> <div class="bg-mist bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-mist bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="headingComponent parbase section"> <h2 id="up-next-chapter-2" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-40-top-lg margin-20-bottom-lg " style="; "> <span class=" header-text "> Up Next: Chapter 2 </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Learn how to ensure your products and services remain relevant to customers by <b>sensing, anticipating, and responding</b> to changes in their needs — and specific actions to get started. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/design-customer-centric-business-practices/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 2: How You Make Decisions: Sense, Anticipate, and Respond" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-2.jpg"/> </a> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>Read on to discover how to:</p> <ul> <li>Earn the right to customer data that fuels increasingly relevant experiences</li> <li>Visualise data to produce actionable insights</li> <li>Share those insights across teams to empower faster, better decisions in service of customers</li> </ul> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/resources/guides/design-customer-centric-business-practices/"> <span> Go to Chapter 2 </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-mist bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="headingComponent parbase section"> <h2 id="up-next-chapter-2" class=" h3 text-stratus text-left salesforce-sans-bold col-lg-12 margin-40-top-lg margin-20-bottom-lg " style="; "> <span class=" header-text "> Up Next: Chapter 2 </span> </h2> </div> <div class="bodyCopyComponent parbase section"><div class="margin-20-bottom-lg text-size-default line-height-default "> Learn how to ensure your products and services remain relevant to customers by <b>sensing, anticipating, and responding</b> to changes in their needs — and specific actions to get started. </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="imageComponent parbase section"> <a href="/eu/resources/guides/design-customer-centric-business-practices/" class=" hidden-xs image-link"> <img class="lazy img-responsive " alt="Chapter 2: How You Make Decisions: Sense, Anticipate, and Respond" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/guide/transformation-playbook/chapter-2.jpg"/> </a> </div> </div> <div class="col text-left col-xs-12 col-sm-8 col-md-8 col-lg-8"><div class="bodyCopyComponent parbase section"><div class=" text-size-default line-height-default "> <p>Read on to discover how to:</p> <ul> <li>Earn the right to customer data that fuels increasingly relevant experiences</li> <li>Visualise data to produce actionable insights</li> <li>Share those insights across teams to empower faster, better decisions in service of customers</li> </ul> </div> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container "> <a class="btn btn-lg btn-primary salesforce-sans-regular " data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/resources/guides/design-customer-centric-business-practices/"> <span> Go to Chapter 2 </span> </a> </div> </div> </div></div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="spacerComponent parbase section"><div class="spacer " style="height:60px;"></div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-xs hidden-sm hidden-md hidden-lg columns-wrapper bg-left-center bg-cover column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="visible-md"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="visible-sm"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="visible-xs"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/salesforce-resource-center/articles/about-the-author-illustration-desktop.png"> </div> </div> <div class="container"> <div class="row columns-wrapper xs-min-height-300" style="min-height: 300px; 500"> <div class="col text-left col-xs-12 col-sm-1 col-md-1 col-lg-1"> </div> <div class="col text-left col-xs-12 col-sm-11 col-md-11 col-lg-11"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-30-top-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-6-ten col-md-6-ten col-lg-6-ten"><div class="headingComponent parbase section"> <p id="about-the-author" class=" h3 text-night text-left salesforce-sans-bold margin-10-bottom-lg margin-0-bottom-xs " style="; "> <span class=" header-text "> About the Author </span> </p> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-20-top-lg margin-20-bottom-lg margin-10-bottom-xs margin-20-left-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="visible-lg"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="visible-md"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="visible-sm"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="visible-xs"> <div class="columns-wrapper row column-container-image lazy bg-left-center bg-auto" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-author-image-elizabeth-pinkham.png"> </div> </div> <div class="row columns-wrapper xs-min-height-100" style="min-height: 100px; 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-30-top-lg margin-10-top-xs margin-100-left-lg margin-100-left-xs text-size-default line-height-default "> <b>Elizabeth Pinkham</b><br /> Executive Vice President of Global Real Estate, Salesforce </div> </div> </div> </div> <div class="row"> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="bodyCopyComponent parbase section"><div class="margin-20-top-xs margin-40-bottom-lg margin-30-bottom-xs text-size-default line-height-default "> Elizabeth Pinkham is responsible for Salesforce’s global real estate strategy, overseeing the company’s real estate portfolio and workplace design, as well as creating one-of-a-kind experiences for Salesforce’s employees, customers, partners and the community. </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4-ten col-md-4-ten col-lg-4-ten"> </div> </div> <div class="row"> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="more-resources" class=" h1 text-night text-left salesforce-sans-light margin-60-top-lg margin-40-top-sm margin-60-bottom-lg margin-40-bottom-sm " style="; "> <span class=" header-text "> More Resources </span> </h4> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper margin-0-bottom-sm column-container-component"> <div class="bg-snow bg-opacity">  </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-footer-49"> <a href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-footer-49" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="State of the Connected Customer 3rd Edition">State of the Connected Customer 3rd Edition</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="State of the Connected Customer" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/state-of-the-connected-customer.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="research" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Research </span> </div> </div> <div class="headingComponent parbase section"> <h5 id="state-of-the-connected-customer" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-bottom-lg sales-head-1" style="; " data-equalize="sales-head-1"> <span class=" header-text "> State of the Connected Customer </span> </h5> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg margin-0-bottom-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="State of the Connected Customer" data-content-replacement-close-color="sfdc-swap-button-day" href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/?d=cta-footer-49"> <span> Learn more <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/form/pdf/state-of-the-connected-customer-3rd-edition/">State of the Connected Customer 3rd Edition</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-60-bottom-lg bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="https://salesforcecustomer360.herokuapp.com"> <a href="https://salesforcecustomer360.herokuapp.com" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs"></a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="Create your Customer 360 in two simple steps." src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-report-SF-cust-360.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="guide" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> Guide </span> </div> </div> <div class="headingComponent parbase section"> <h5 id="create-your-customer-360-in-two-simple-steps" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg sales-head-1" style="; " data-equalize="sales-head-1"> <span class=" header-text "> Create your Customer 360 in two simple steps. </span> </h5> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg margin-0-bottom-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="Create a Customer 360 in two simple steps" data-content-replacement-close-color="sfdc-swap-button-day" href="https://salesforcecustomer360.herokuapp.com"> <span> Learn more <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="https://salesforcecustomer360.herokuapp.com">Create your Customer 360 in two simple steps</a> </div> </div> </div> </div> </div> <div class="col text-left col-xs-12 col-sm-4 col-md-4 col-lg-4"><div class="cardComponent parbase section"> <div class="thumbnail margin-0-top-lg margin-100-bottom-lg margin-40-bottom-sm bg-snow "> <div class="thumbnail-content thumbnail-linked" data-href="/eu/form/conf/sales/idc-digital-transformation-study/?d=cta-body-promo-313"> <a href="/eu/form/conf/sales/idc-digital-transformation-study/?d=cta-body-promo-313" class="card-destination-link hidden-lg hidden-md hidden-sm hidden-xs" title="The Importance of Digital Transformation in Times of Change">The Importance of Digital Transformation in Times of Change</a> <div class="graphic "> <div class=" image-link"> <img class="lazy img-responsive margin-0-top-lg margin-0-bottom-lg " alt="The Impact of Digital Transformation During Times of Change" src="//www.salesforce.com/etc/clientlibs/sfdc-aem-master/clientlibs_base/imgs/spacer.gif" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/resource-center-card-navigate-change-with-technology.jpg"/> </div> </div> <div class="caption"> <div class="labelSmallComponent headingComponent parbase section"> <div id="white-paper" class=" h5 text-altostratus text-left salesforce-sans-bold margin-10-top-lg margin-10-top-md margin-10-top-sm margin-10-top-xs margin-10-right-lg margin-10-bottom-lg " style="; "> <span class=" header-text "> White Paper </span> </div> </div> <div class="headingComponent parbase section"> <h6 id="the-impact-of-digital-transformation-during-times-of-change" class=" h3 text-cirrus text-left salesforce-sans-regular margin-10-right-lg margin-10-bottom-lg sales-head-1" style="; " data-equalize="sales-head-1"> <span class=" header-text "> The Impact of Digital Transformation During Times of Change </span> </h6> </div> <div class="buttonCTAComponent parbase section"> <div class="margin-10-top-lg margin-10-bottom-lg margin-80-bottom-xs text-left "> <div class="cta_0 buttonCTAItemComponent parbase"> <div class="btn-container hidden-xs hidden-sm hidden-md hidden-lg "> <a class="btn btn-lg simple-link salesforce-sans-bold " aria-label="COVID-19 Response Playbook" data-content-replacement-close-color="sfdc-swap-button-day" href="/?d=cta-footer-50"> <span> Learn more <span class="salesforce-icon icon-sfdc-icon-right-arrow"></span> </span> </a> </div> </div> </div></div> </div> <div class="card-overlay-container"> <a class="screen-reader-text" href="/eu/form/conf/sales/idc-digital-transformation-study/">The Importance of Digital Transformation in Times of Change</a> </div> </div> </div> </div> </div> </div> <div class="row"> </div> </div> </div> </div> <div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" hidden-bg-img-xs columns-wrapper bg-left-center bg-cover column-container-component"> <div class="bg-rain hidden-bg-color-sm hidden-bg-color-md hidden-bg-color-lg bg-opacity">  </div> <div class="visible-lg"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-2000.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-2000.jpg"> </div> </div> <div class="visible-md"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1600.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1600.jpg"> </div> </div> <div class="visible-sm"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg"> </div> </div> <div class="visible-xs"> <div style="background-image:url('//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg');" class="columns-wrapper column-container-image bg-left-center bg-cover" data-src="//www.salesforce.com/content/dam/web/en_us/www/images/resource-center/astro-1311.jpg"> </div> </div> <div class="container"> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-3 col-md-3 col-lg-3"> </div> <div class="col text-left col-xs-12 col-sm-9 col-md-9 col-lg-9"><div class="columnContainer parbase section"><div data-target-init-function="columnContainer.targetInit" class=" columns-wrapper container-fluid margin-10-top-xs margin-40-bottom-lg column-container-component"> <div class="bg-default bg-opacity">  </div> <div class="row columns-wrapper " style=" 500"> <div class="col text-left col-xs-12 col-sm-12 col-md-12 col-lg-12"><div class="headingComponent parbase section"> <h4 id="get-weekly-updates-and-fresh-ideas-delivered-to-your-inbox" class=" h3lg text-night text-center salesforce-sans-light col-md-9 col-lg-9 margin-60-top-lg margin-40-top-sm margin-20-bottom-lg margin-20-left-lg " style="; 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