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(upbeat music)
And now a mini-meditation.
Inhale, serenity, exhale.
Whatever's happening here.
Now bring your focus back to your customer, Tom.
Tom.
Salesforce Customer 360
helps you focus with a single view of your customer,
like Tom.
Who's Tom?
(soft whistles)
We love this time of year.
Plenty of shopping, plenty of anticipation of the new year,
and best of all, plenty of ways to show gratitude,
my favorite, and give back.
Happy holidays.
I'm Leah McGowen-Hare,
and welcome to Leading Through Change,
a chance for you to hear from leaders
who are doing their best to get through
these changing times and support their communities.
We've got a little something for everyone today.
Make sure you stick around till the end
for a big holiday surprise.
Hmm. What could it be?
Sorry. Can't reveal anything just yet.
Now, before we get there,
I'd like to share my conversation with Karen Mangia,
my brilliant colleague whose book, Success From Anywhere,
looks at the future of work
and the changes we're all experiencing
in our professional lives.
Karen is vice president of customer and market insights
here at Salesforce.
And she's also a member of our Work From Home Task Force.
It's no secret that the pandemic has caused many of us
to re-examine their role at work.
I turned to Karen to get her thoughts on
the Great Resignation and how it might affect us all
in this new year and beyond.
Karen, thank you so much for being here
on Leading Through Change,
and thank you for my book, Success From Anywhere.
So I want to just jump right in.
What is causing the Great Resignation?
Employees, I think are really sending employers
an urgent signal that success is about more,
but it isn't about more pay, more PTO or more perks.
And that kind of got me thinking more of what?
And the answer that keeps showing up for me
is more of what matters.
I mean, people are looking to be
connected with deep meaning,
and I think when people ask themselves what matters,
what they're discovering is the answer is something
different than maybe how they've been living and working
pre-pandemic and even up to this point.
So when we talk about the Great Resignation,
are we talking about workers quitting
their jobs for new opportunities?
Are they leaving the workforce altogether,
or they're looking to be entrepreneurs?
We're seeing a range.
You know, some people are leaving to be entrepreneurs
and others are working differently.
And one example that stands out to me,
I mean, we've certainly all read the headlines
about how many women are leaving the workforce particularly,
and people of color.
And when I look in the direction of
one of the most well-funded new startups,
it's called Mom Board and it's literally women
who are leaving the workforce, have professional skills,
and what they're seeking is flexibility, autonomy,
and choice in their work environment.
And this allows them to work in more of a contractor
and flexible model where there's more options.
So what I think about is people
aren't just stopping working,
what they're exercising and flexing is this muscle
to work differently.
I like that because there was this thought of people
are just quitting and I'm like,
well, I didn't get that memo.
How would you just quit and still keep a living going?
Don't you have bills, right?
(laughter)
And how are companies reacting?
I'm sure many are struggling with how to keep employees
from running through the doors.
But I assume many also see this as an opportunity
to attract new and different talent.
I think about it as it's kind of like hiring
is the new housing and it's a candidates market.
And what I'm seeing great organizations do right now
is really think about this as a twofold opportunity.
First of all, what you said,
a time to attract the some talent and think differently
about the story they're putting about themselves
into the marketplace to attract that talent.
The other is there are a number of companies launching what
I would categorize as the great retention campaign,
which says, hey, perhaps what's important also
is not just back-filling these open roles.
It's about keeping the talented people that we have,
and that begins with deep listening.
I mean, everyone wants to feel seen and heard,
and people in many cases want to feel appreciated
for the work they've done to help grow this company
and keep things going during a pandemic,
and amidst lots of people resigning.
I love that.
And it makes me think about you had mentioned
in your first book, Working From Home,
it's also is a great pause.
So I could see this being the great pause for companies.
And yes, they want to to attract new talent.
Yes, they want to attract different talent,
but also taking a moment to look at the talent
that they currently have
and how to grow the talent that's already there
that might've been overlooked.
I could see that as a big area.
Absolutely.
When I think about the future of work,
I mean, I think about kind of four Ws.
It's my version of how do we take a big topic
like the future,
which feels so overwhelming right now,
and break it into a smaller piece.
And I think about the first W as work.
I mean, what is the work that needs to be done now
in your team or organization
and how has that shifted?
Right.
It is workforce, right?
I mean, what are the highest aspirations of this workforce
and kind of near and dear to your heart and mind,
as well as what are the new skills this workforce
needs to be successful.
And then we move into the workplace.
I mean, where do people do this work?
Can it be asynchronous?
And finally, workflow.
I mean, how do we put workflows in place that help this new
workforce realize these aspirations and discover new skills?
It's so funny because when you say workforce,
the geek in me automatically thinks automation.
How do we build automation to workflow?
I know, right?
I always think about it as like automation
is a tool to help combat burnout, right?
We can offload our workforce
to some of these tasks when we automate them.
Exactly.
So is the Great Resignation still ongoing?
Is the end in sight?
I believe there's still more to come and some people will
use this phrase also, 'The Great Reshuffling'.
And it's kind of back to the point you were talking about,
which is people are reconfiguring who they work with
and what this work arrangement looks like.
And so, yes, I believe we will see some of this continue
and I'm fascinated.
I've been following and I've written about an organization
that did actually launch a Great Retention campaign,
because what they had discovered in their own organization
is when people left,
they made another job hop within eight to 10 months,
which means they didn't find what they were seeking.
So I think one of the most powerful tools
we all have to construct a future of work
that works for everyone is curiosity.
I mean, what else could this be, right?
Tapping into more of that imagination
and creation opportunity.
Well, I think curiosity is always the thing
that keeps you growing and evolving to the next level.
And as I shared with you earlier,
I always say if you're not learning, you're not living.
So it's very important in that next piece.
And when you think about this whole Great Resignations,
what advice would you have for people that are thinking
about leaving or looking at other opportunities?
And what advice would you give to companies
about trying to retain their talent?
Conduct the stress-free experiment would be my advice.
And here's how it works.
It was originally created at Stanford as an experiment
with really burned out, stressed out university students,
and it's since been repeated with organizations, executives,
entrepreneurs, all individuals, and it works like this,
think about your top value, choose your one top value.
That could be your wellbeing.
That could be impact, that could be giving back.
Whatever that looks like for you,
and spend 10 minutes one time writing about
how that value shows up in your everyday life.
Because really individually and collectively tapping into
what matters and feeling that sense of belonging
and creating community really is a function of living
in alignment with our values.
Not just when we're at home, when we're at work too.
And so I think about what would happen if organizations took
a pause and just thought,
how have our values shifted, right?
And how are those showing up in our culture?
And then as individuals,
before we go out and just look for a job,
a new job has maybe the solution or that little juice up
that we're seeking, that infusion of something new,
start with reconnecting with your values
and using that as a tool to consider what matters
so that you can select a work environment
and a context that's in alignment with that.
I think we all feel better and feel like we live more
meaningful lives and can make a bigger contribution
when we're living and working in alignment with our values.
Wow. So many great gems.
Thank you, Karen.
And to everybody, make sure you get out there
and get Success From Anywhere.
Karen, thank you for joining us today
and sharing all this great insight.
Happy holidays to you and your family,
and I wish you a healthy holiday as well.
Thanks for the opportunity and be well.
Wow. So insightful.
Very curious to see what the new year brings.
Thank you so much, Karen.
One of our busiest colleagues this time of year is Rob Garf,
Vice President and General Manager of Retail
here at Salesforce.
You've probably seen him in the media sharing his smart
insight on this year's blockbuster
Cyber Week retail numbers.
Now we're living in, shall we say, unique times,
and I've wondered what that means
for holiday shoppers and their spending habits.
Let's find out.
Rob, welcome to Leading Through Change.
Thank you so much for making time for us today.
Now, what is the holiday shopping season teaching us
about how the pandemic affects consumer behavior?
Well, over the course of last 20 months,
we all turned to digital for dining, for entertainment,
for meetings like this, and of course shopping.
And in fact, 40% of shoppers shopped online
for the first time over the pandemic,
and this baseline is here to stay.
It's not like a rubber band. It's not going to snap back.
And as we all shopped on digital,
our whole definition of loyalty changed.
We're all focused on health, safety, convenience, and trust.
And really what the common denominator there is removing
friction from the shopping process,
and that's what consumers look for this holiday season.
Absolutely. I can definitely attest too.
I have been an online shopper extraordinaire.
Now we seen headline after headline about inflation
and supply chain hurdles, real hurdles.
How are these issues impacting holiday retail numbers?
Well, yeah, we saw that too in our shopping index
here at Salesforce.
Over Cyber Week we saw an 11% increase
in average selling price.
So that's inflation right there.
And then we also saw about an 8% reduction in discounts.
So consumers, as you just mentioned,
saw headline after headline of these issues,
and they shopped early.
Here in the US,
for the first two weeks of November
we saw an 18% year over year increase in digital shopping.
So really consumers heated the call and they shopped early.
And it's a good thing they did that
because they didn't seem the same discounts
as they did throughout the course of the Cyber Week.
That's awesome.
So it makes me think of now that we're living
in this post-vaccine world,
are consumers showing more willingness to shop in person
at stores rather than online?
Yeah, the biggest myth in retail over the last decade
is the store is dead.
It's not, it's alive and kicking.
It's transforming, it's looking a lot different.
But the store plays a critical role in our digital world.
In fact, according to our research,
we saw that 60% of digital sales
are actually influenced by the store,
whether demand is being created there
or it's being fulfilled there.
One of the things I'll say,
going back to that point around removing friction,
so many consumers are thriving for the convenience of buying
the product online and then picking it up with the health
and safety in and around the store.
In fact, on cyber, not Cyber Monday,
but on Black Friday we saw those retailers
that offered the ability to buy online
and pick up in the store
saw a 50% higher increase in digital growth.
So really that hybrid approach to your point
of buying online and picking up in the store,
so there is a little bit more of a hybrid.
That's right.
Creating that seamless experience
between online and offline.
And of course, thinking about mobile
is that connective tissue
as it becomes the remote control of our daily lives.
Absolutely.
Because like when you get there you can call
and they'll come out and bring your bags to you.
That's right.
Or via location-based services,
the retailer will actually proactively know that you're in
and around the store and come out
and bring you the products.
Awesome. Now, what trends are you seeing?
What are the categories or sectors are seeing
in the biggest boost in sales this holiday season?
Yeah, it's all around experiential categories.
We've been living last 20 months on things like needs,
and now we're focusing on things that we want.
So you think about handbags, saw big boom.
Actually we saw apparel and footwear.
I mean, people haven't seen my feet in over a year
and now I have to get out there in the real world again.
But one category that has been sustained is home
and home furniture and goods,
which is quite surprising as you think about
we all re-outfitted our home office,
but it's really changed from the office and outdoor
furniture where we're spending a lot of time,
to entertainment categories.
Thinking about new kitchens, new appliances,
new products for your living room.
We're seeing a big boom this holiday season.
Folks are a bit more comfortable and confident
about entertaining this holiday season.
So that makes sense.
Now, are there any silver linings here?
Are there companies out there that are
finding creative solutions,
maybe changing the way we source materials?
Yeah, absolutely.
Well, what happened is over the course of pandemic
retailers got really, really scrappy.
They turned on these digital capabilities and really weaved
together the online and offline experience,
both for essential and non-essential categories,
and consumers now are expecting that.
But one thing though is retailers need to move
from scrappy to scale.
They have to think about the economics now and think about
how they're serving both their shareholders
and their stakeholders as we come out of the pandemic.
That's such a key word, scrappy to scale,
because I think that
is something that transcends all industries.
Like we often adjust
and we start with a very scrappy solution.
And then when it sticks,
we're like, okay, how do we scale this solution?
So I love that from scrappy to scale.
And also with the challenges in supply chain,
are we seeing any major innovations in that space?
We are, we are.
We're seeing a lot more inventory visibility,
which we've been talking about for
the better part of two decades,
but really retailers collaborating more with their suppliers
in realtime to understand where the inventory is.
And also, as we talked about before relative to stores,
the last mile.
Both last years headline was how are products going to get from
the retailer to the consumer's doorstep.
This year is around the first mile getting the product
through the port of LA and into the inbound supply chain.
So just talked about that inventory visibility availability
on the first mile.
On the last mile it's around thinking about how we know
where the products are,
using the stores as distribution centers,
partnering with third-party ecosystems to get the products
to the doorstep and being really flexible,
being really nimble as it relates
to both the first mile and the last mile.
Now, Rob, really important question.
How has your holiday shopping changed
in this sort of post-vaccine plays?
Are you out there shopping more yourself?
Well, yeah, my wife and I got going early this year,
which I think helped us a lot,
because you know what?
If you didn't buy early,
chances are the products won't be available.
Our research at Salesforce shows that there's about a 6%
reduction in average available skews in retail.
So we started early.
We did it both in store and online.
So we kind of had the ships rising through all of the tides
and we're able to really stoke the fire both
in retail, online and in store.
Well, that's awesome.
Rob, thanks again for being here,
and have a wonderful holiday
and safe holiday with your family and loved ones.
Happy and healthy holiday to you as well.
We so appreciate Rob taking some time
to join us during this busy holiday season.
So here it is,
the moment we've been waiting for, the big reveal.
You all know that here at Leading Through Change
we love finding ways to help those who need it most,
and the holiday season just makes us want to do more.
Now we know the number of people relying on food banks in
the US has doubled since the beginning of the pandemic.
And we welcomed our friends at Feeding America
to the show last month.
They are doing amazing things in our communities through
their networks of over 200 food banks.
Last year alone, they provided,
get this, over 6 billion meals to those in need.
Wow and wow.
Earlier I got the chance to visit with one of the terrific
leaders at Feeding America, Gita Rampersad.
Gita is the vice president of health systems integration.
And I want to check in and find out how they're getting
the job done this holiday season.
And yeah, we had a little something up our sleeves.
Welcome, Gita. So happy to have you here today.
Thank you so much for allowing me to participate.
Of course.
And I'm going to jump right into it.
Now at the onset of the pandemic,
unemployment and hunger soared,
putting tremendous, so much pressure and demand
on the local food banks.
Is the demand continuing from what you see?
Absolutely.
I mean, the pandemic has shifted many landscapes
in this country and hunger.
The hunger crisis was certainly exacerbated by COVID-19.
Before COVID, 35 million Americans were facing hunger,
and as of 2020, Feeding America was estimating that
50 million people in this country could be facing hunger.
The beauty of partnership and response was that
our numbers did not actually...
Those are not the real numbers that we see now.
We saw an public and private response
to the hunger crisis during 2020,
particularly in the outset of COVID-19.
And so right now Feeding America estimates that there
are 38 million people in America facing hunger.
I mean, that's still 38 million too many.
So, we still have a crisis,
but the incredible show of support
and response has averted a much deeper crisis
in this country.
What are the greatest challenges
related to nutrition insecurity today?
I'm glad you asked that.
There's kind of a two-part response to that, I would say.
On the one hand,
while we didn't see the numbers
that we had predicted in 2020,
what we do see are the deepening of disparities
and inequities in this country,
and food security is not immune to those
disparities or inequities.
So before COVID-19 there was roughly one in 13
white households facing hunger,
as compared to one in six Latino households,
one in five black households
and one in every four native American households.
And our commitment is to ending these inequities,
reaching people who are facing the most need in this country
and really solving the food security equation,
and at the same time, that we're solving for equity.
I think the other part to sort of thinking about
what is challenging around nutrition security
is we're still figuring out what is this
concept of nutrition security
for the charitable food system.
And I think our challenge right now is defining nutrition
security and figuring out how to measure it.
You know, you just hit on something.
And I would love to make sure all of our viewers understand.
You defined what is nutrition security. What is that?
Well, that's something that we're still working on
in Feeding America.
We don't have a formal definition for nutrition security
for the charitable food system,
but the USDA is starting to convene experts from around
the country to really come up with a definition
of nutrition security for the country,
and some of our partners and our scientists,
our nutrition scientists are participating in that.
But what I can say is we need to go beyond food.
We really need to make sure that we can put nutritious food
in front of people facing hunger.
And how we do that, I think,
and how we measure that is still being worked on.
But we're pushing more produce,
we're pushing more protein, we're pushing more dairy.
And we're also focusing more on not only having educating
our people facing hunger around making the healthy choice,
sort of the easy choice,
we want to also educate our food banks and our partners
on sourcing nutritious foods
and really focusing on nutrition first.
That's really powerful,
because I just had sort of a light bulb moment
because it sounds like you're doing,
it's beyond having access to just not food,
but nutritious food and education
around what is nutritious food.
So it's a very holistic perspective
and that was a big aha moment for me.
So I thank you for that.
As United States' largest domestic hunger
food relief organization,
Feeding America is working with food banks across
the country to reach more than, my understanding,
14 million people in need of food each year.
How in the world is Feeding America getting this job done?
It's quite incredible.
I started with Feeding America in the beginning of 2020
having come from a healthcare background,
and I've had a very quick education about the value,
and the value and the anchor of food banks
that are provided to communities on a daily basis.
So the Feeding America network is made up of roughly
200 food banks and those 200 food banks
collectively work with over 60,000 community partners
to reach every county in this country.
And so that's how we start.
We mobilized quickly.
We also have an incredible core of volunteers,
over 2 million volunteers throughout the network.
And we really rely on partnership and collaboration
to make sure that nobody in this country goes hungry.
Our goal is that we want to end hunger in America
and we know that we can't do this alone.
So in addition to our network of food banks and partners,
we also work very closely with external partners.
This can't be done in a vacuum.
It takes a cross-cutting cross-collaborative effort
and we're committed to that at our organization.
And that's a great point.
It brings up my next question.
It is such a complex issue, hunger.
And to your point,
it requires action from across sectors
to create this hunger-free world.
What advice would you give to those viewers who want to help?
Well, I would say if you're interested, join us.
Join us, start to donate your time,
donate your resources.
I'll give a special shout out to my mom's hometown
of Fredericksburg, Virginia.
The Fredericksburg food bank
is always looking for volunteers,
always looking to meet new people.
It's been a life-changing experience
to step into this world.
I've spent many occasions at food banks.
There's so many wonderful people that work there.
They're truly anchor institutions in the community.
And there's quite a bit that can be done,
whether you want to volunteer your time or resources
or just come and take a tour
and really understand what ending hunger is all about.
I love that.
And, Gita, we're so inspired and by all the work you do.
We have a little something for you,
because I mean, let's be real,
just in all of the work that you and Feeding America
is doing, in my mind you are doing God's work.
We are here to support you,
and I'm thrilled to tell you that today Salesforce
is pledging to match every individual donation
made to feeding America between now
and the end of January
up to, drum roll, $100,000.
Oh my goodness, oh my goodness.
Everybody's going to be so incredibly pleased to hear this.
So, so, so eternally grateful.
That is wonderful. Oh, I was not expecting that.
You have caught me off-guard about this.
She did not know, this is all a surprise.
So you were seeing this live.
Oh, I'm just emotional right now.
This is just such a wonderful thing.
You know, a $100,000 can turn into a 100,
or a million meals for people across the country.
That's a million meals
that you've just added to people's plates.
So thank you.
You are not going to get me crying on camera.
Gita, that was not part of the deal. My goodness.
It's just so wonderful to see your expression to this gift
and just the level of gratitude,
but just the impact it's going to have and how we can all make
an impact together, a positive impact.
Thank you so much, Gita,
for all the work that you and your team
and everybody at Feeding America is doing.
Like I said, it is God's work and it's just grateful
for all that you continue to do.
Thank you to you and everyone.
And have an amazing, amazing holiday with your family.
I wish you the same.
And again, thank you one more time
and million more times for the million meals
you just put on people's plates for the holidays.
Thanks again.
Thank you.
That was so much fun.
What an absolute privilege it was to be able to deliver
our support to such an impressive
and deserving organization.
We hope you'll consider supporting Feeding America too.
The work they're doing is so critical,
and your donation can make tremendous impact.
Just $1. Think about this, $1 goes to 10 meals.
$1, 10 meals.
So please go to FeedingAmerica.org and donate today.
We'll double your impact.
Salesforce will automatically match every donation
made through now through January 31st, 2022.
Sounds crazy to say 2022.
Up to $100,000.
So please, if you can, go and make that donation today.
Now before we go,
we'd like to share with you a short film from our partners
at Southwest Airlines that celebrates their people first
philosophy and shares how they been able to support
their workforce throughout the pandemic.
From the very beginning at Southwest Airlines,
we have had a people first philosophy.
We hire really,
really incredible people who love putting others first.
Some of you may have been on an airplane
where you've had a flight attendant
sing during the safety briefing
just to entertain our customers.
We hire people who have just a special something
for serving others.
It is that thing that kind of sets us apart.
So it's incredibly important
that we put our people first and we show them
the same caring attitude that we expect them
to have with our customers.
So we had this vision to create a one-stop shop
for our employees for all of their HR related needs.
Where's my paycheck?
I need to learn more about my healthcare benefits.
With our partnership with Salesforce,
we're able to build the employee services portal.
It really couldn't have happened at a better time.
We went live with our employee service center
in March of 2020.
Having this tool in place during the pandemic was incredible
because our employees were able to very quickly
get answers that they needed,
and the questions that they had during the pandemic,
these are stressful questions.
Employees have access to just a wealth of information
and knowledge to help self-serve
and plan for the moments that matter to them.
I feel like we are just scratching the surface.
And grateful for the partnership
that we've had with Salesforce.
We are just starting on our journey
to really improve the employee experience.
That feeds right into the culture.
And really I think is what made Southwest successful
over the last 50 years.
(bright music)
Love that.
We certainly understand how critical it is for
Southwest employees to have the support they need
during this hectic holiday travel season.
Now a quick plug for some of my great colleagues.
If you haven't already,
we hope you'll check out season two of The Inflection Point,
sponsored by IBM and hosted by Monica Langley
here on Salesforce Plus.
It's a show where top CEOs share their backgrounds,
professional insights, values,
and yes, their own inflection points
and how it shaped their lives in their careers.
To find The Inflection Point
and any of our shows on Salesforce Plus,
go to salesforce.com/plus.
Okay, that's a wrap.
We'll be back in January and I cannot wait to bring you more
stories of inspirational leaders in the new year.
Thank you from my heart to yours
for joining us through Leading Through Change.
Thank you to all the people behind the scenes
that you don't see that has made the show possible.
I'll see you all in 2022.
Until then, take care of yourself and each other.
(toy squeaks)
This is Nisha.
This is her customer, Beth.
And this is where Nisha goes to focus.
She calls it her best top,
but this is...
Sorry.
Pretty distracting.
I have to spit.
Sorry, sorry, sorry.
(tap splashes water)
That's why Salesforce Customer 360
helps you focus with a single view
of your customer, like Beth.
(soft music)
Honey?
(soft music)
Resume AutoScroll
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Salesforce+ is free. Watch any Salesforce+ events or series at no cost. To enjoy unlimited free access to our entire library of videos, become a member by signing up for Salesforce+ with a Trailblazer account. You don’t need a Trailblazer account to watch original series. To join us for virtual events like Dreamforce or Connections, you need to create your own Trailblazer account (it’s free!).
What is a Trailblazer account?
Your Trailblazer account gives you access to a unified profile across the Salesforce ecosystem and allows you to manage your settings and access across multiple Salesforce sites.
How do I sign up to register for live and on-demand events, like Dreamforce?
Sign up or log in to your Trailblazer account and complete a few additional details to watch Salesforce+ events live and on demand. We recommend preregistering for all events on Salesforce+ to get your own personalized journey, reminders, recommendations, and more.
Do I need to be a Salesforce customer to watch Salesforce+?
You don’t need to be a Salesforce customer to watch Salesforce+. Our virtual learning is open to everyone.
