Corinne Sklar, Bluewolf CMO and nine-year Dreamforce veteran, opened the session with a succinct statement: “Let’s go deeper.”

She said this in reference to the formulaic session formats she’s become accustomed through years of attending Dreamforce: an organization will broach a subject with case studies, or customer stories, but it’s always kept very general. This year, as Bluewolf spotlights T-Mobile in a session on mobile transformation, Corinne insists that we need to go beyond the surface anecdotes to dive deeper into what transfomation looks like.

Salesforce.com does a fantastic job at every Dreamforce to inspire participants with stories of how we can make our businesses better. But how do we translate these tales of inspiration into reality? Corinne discussed the role Bluewolf plays in making transformation a reality for companies: we go into organizations in various industries and listen to their challenges, conduct rep rides to uncover friction in their customer journey, and provide solutions to create real business results. If you walked a mile in the end-users’ shoes, you can better offer a solution that works for them,

Before mobile transformation can really happen, you have to make sure that business processes align with your initiatives.

T-Mobile is an innovative leader in the mobile industry. They took an unprecedented disruptive approach with their “Keep calm and Carrier on” campaign that put the customer at the center. How did such a big organization translate this tremendous directional shift into real, pragmatic change? 

They focused on one process that offered a lot of room for improvement. At the time, T-Mobile had over a thousand sales reps in the field, working off of Excel spreadsheets, thus providing fragmented views of customers across departments. Bluewolf came onboard to help improve and innovate this process, to streamline the way employees in the field. Improving efficiency within their internal processes allowed employees to better optimize the customer moment, from any location and on any device.

According to our recently released State of Salesforce annual review, 85% of CEOs are trying to get closer to their customers. Executives are focusing on business outcomes that are centered around the customer. According to Corinne, another way to interpret this statistic is that 85% of CEOs don’t feel that they know their customer. Customers today have a digital expectation. What defines this expectation? Your customers expect to engage with your brand on their terms; they want their experience to be personal, location-sensitive, collaborative, social and — what we all want — simple. If we look at disruptive companies such as Square, Bitcoin, or Mint, it’s evident that digital disruption isn’t a far-away concept — it’s here, and it’s affecting our lives every day.

If you want to connect with Corinne this week at Dreamforce, tweet @csklar. For more Dreamforce sessions and content, head to bluewolf.com/df14 for all the action.