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Segment CEO Peter Reinhardt is coming to TechCrunch Sessions: Enterprise to discuss customer experience management
There are few topics as hot right now in the enterprise as customer experience management, that ability to collect detailed data about your customers, then deliver customized experiences based on what you have learned about them. To help understand the challenges companies face building this kind of experience, we are bringing Segment CEO Peter Reinhardt to TechCrunch Sessions: Enterprise on September 5 in San Francisco (p.s. early-bird sales end this Friday, August 9).
At the root of customer experience management is data — tons and tons of data. It may come from the customer journey through a website or app, basic information you know about the customer or the customer’s transaction history. It’s hundreds of signals and collecting that data in order to build the experience where Reinhardt’s company comes in.
Segment wants to provide the infrastructure to collect and understand all of that data. Once you have that in place, you can build data models and then develop applications that make use of the data to drive a better experience.
Reinhardt, and a panel that includes Qualtrics’ Julie Larson-Green and Adobe’s Amit Ahuja, will discuss with TechCrunch editors the difficulties companies face collecting all of that data to build a picture of the customer, then using it to deliver more meaningful experiences for them. See the full agenda here.
Segment was born in the proverbial dorm room at MIT when Reinhardt and his co-founders were students there. They have raised more than $280 million since inception. Customers include Atlassian, Bonobos, Instacart, Levis and Intuit .
Early-bird tickets to see Peter and our lineup of enterprise influencers at TC Sessions: Enterprise are on sale for just $249 when you book here; but hurry, prices go up by $100 after this Friday!
Are you an early-stage startup in the enterprise-tech space? Book a demo table for $2,000 and get in front of TechCrunch editors and future customers/investors. Each demo table comes with four tickets to enjoy the show.
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Announcing the agenda for TC Sessions: Enterprise | San Francisco, September 5
TechCrunch Sessions is back! On September 5, we’re taking on the ferociously competitive field of enterprise software, and thrilled to announce our packed agenda, overflowing with some of the biggest names and most exciting startups in the enterprise industry. And you’re in luck, because $249 early-bird tickets are still on sale — make sure you book yours so you can enjoy all the agenda has to offer.
Throughout the day, you can expect to hear from industry experts and partake in discussions about the potential of new technologies like quantum computing and AI, how to deal with the onslaught of security threats, investing in early-stage startups and plenty more.
We’ll be joined by some of the biggest names and the smartest and most prescient people in the industry, including Bill McDermott at SAP, Scott Farquhar at Atlassian, Julie Larson-Green at Qualtrics, Wendy Nather at Duo Security, Aaron Levie at Box and Andrew Ng at Landing AI.
Our agenda showcases some of the powerhouses in the space, but also plenty of smaller teams that are building and debunking fundamental technologies in the industry. We still have a few tricks up our sleeves and will be adding some new names to the agenda over the next month, so keep your eyes open. In the meantime, check out these agenda highlights:
AGENDA
Investing with an Eye to the Future
Jason Green (Emergence Capital), Maha Ibrahim (Canaan Partners) and Rebecca Lynn (Canvas Ventures)
9:35 AM – 10:00 AM
In an ever-changing technological landscape, it’s not easy for VCs to know what’s coming next and how to place their bets. Yet, it’s the job of investors to peer around the corner and find the next big thing, whether that’s in AI, serverless, blockchain, edge computing or other emerging technologies. Our panel will look at the challenges of enterprise investing, what they look for in enterprise startups and how they decide where to put their money.
Talking Shop
Scott Farquhar (Atlassian)
10:00 AM – 10:20 AM
With tools like Jira, Bitbucket and Confluence, few companies influence how developers work as much as Atlassian. The company’s co-founder and co-CEO Scott Farquhar will join us to talk about growing his company, how it is bringing its tools to enterprises and what the future of software development in and for the enterprise will look like.
Q&A with Investors
10:20 AM – 10:50 AM
Your chance to ask questions of some of the greatest investors in enterprise.
Innovation Break: Deliver Innovation to the Enterprise
DJ Paoni (SAP), Sanjay Poonen (VMware) and Shruti Tournatory (Sapphire Ventures)
10:20 AM – 10:40 AM
For startups, the appeal of enterprise clients is not surprising — signing even one or two customers can make an entire business, and it can take just a few hundred to build a $1 billion unicorn company. But while corporate counterparts increasingly look to the startup community for partnership opportunities, making the jump to enterprise sales is far more complicated than scaling up the strategy startups already use to sell to SMBs or consumers. Hear from leaders who have experienced successes and pitfalls through the process as they address how startups can adapt their strategy with the needs of the enterprise in mind. Sponsored by SAP.
Coming Soon!
10:40 AM – 11:00 AM
Box’s Enterprise Journey
Aaron Levie (Box)
11:15 AM – 11:35 AM
Box started life as a consumer file-storage company and transformed early on into a successful enterprise SaaS company, focused on content management in the cloud. Levie will talk about what it’s like to travel the entire startup journey — and what the future holds for data platforms.
Bringing the Cloud to the Enterprise
George Brady (Capital One), Byron Deeter (Bessemer Venture Partners) and a speaker to be announced
11:35 AM – 12:00 PM
Cloud computing may now seem like the default, but that’s far from true for most enterprises, which often still have tons of legacy software that runs in their own data centers. What does it mean to be all-in on the cloud, which is what Capital One recently accomplished. We’ll talk about how companies can make the move to the cloud easier, what not to do and how to develop a cloud strategy with an eye to the future.
Keeping the Enterprise Secure
Martin Casado (Andreessen Horowitz), Wendy Nather (Duo Security) and a speaker to be announced
1:00 PM – 1:25 PM
Enterprises face a litany of threats from both inside and outside the firewall. Now more than ever, companies — especially startups — have to put security first. From preventing data from leaking to keeping bad actors out of your network, enterprises have it tough. How can you secure the enterprise without slowing growth? We’ll discuss the role of a modern CSO and how to move fast… without breaking things.
Keeping an Enterprise Behemoth on Course
Bill McDermott (SAP)
1:25 PM – 1:45 PM
With over $166 billion is market cap, Germany-based SAP is one of the most valuable tech companies in the world today. Bill McDermott took the leadership in 2014, becoming the first American to hold this position. Since then, he has quickly grown the company, in part thanks to a number of $1 billion-plus acquisitions. We’ll talk to him about his approach to these acquisitions, his strategy for growing the company in a quickly changing market and the state of enterprise software in general.
How Kubernetes Changed Everything
Brendan Burns (Microsoft), Tim Hockin (Google Cloud), Craig McLuckie (VMware) and Aparna Sinha (Google)
1:45 PM – 2:15 PM
You can’t go to an enterprise conference and not talk about Kubernetes, the incredibly popular open-source container orchestration project that was incubated at Google. For this panel, we brought together three of the founding members of the Kubernetes team and the current director of product management for the project at Google to talk about the past, present and future of the project and how it has changed how enterprises think about moving to the cloud and developing software.
Innovation Break: Data: Who Owns It
(SAP)
2:15 PM – 2:35 PM
Enterprises have historically competed by being closed entities, keeping a closed architecture and innovating internally. When applying this closed approach to the hottest new commodity, data, it simply does not work anymore. But as enterprises, startups and public institutions open themselves up, how open is too open? Hear from leaders who explore data ownership and the questions that need to be answered before the data floodgates are opened. Sponsored by SAP.
AI Stakes its Place in the Enterprise
Bindu Reddy (Reality Engines), Jocelyn Goldfein (Zetta Venture Partners) and a speaker to be announced
2:35 PM – 3:00 PM
AI is becoming table stakes for enterprise software as companies increasingly build AI into their tools to help process data faster or make more efficient use of resources. Our panel will talk about the growing role of AI in enterprise for companies big and small.
Q&A with Founders
3:00 PM – 3:30 PM
Your chance to ask questions of some of the greatest startup minds in enterprise technology.
The Trials and Tribulations of Experience Management
Julie Larson-Green (Qualtrics), Peter Reinhardt (Segment) and a speaker to be announced
3:15 PM – 3:40 PM
As companies gather more data about their customers, it should theoretically improve the customer experience, buy myriad challenges face companies as they try to pull together information from a variety of vendors across disparate systems, both in the cloud and on prem. How do you pull together a coherent picture of your customers, while respecting their privacy and overcoming the technical challenges? We’ll ask a team of experts to find out.
Innovation Break: Identifying Overhyped Technology Trends
James Allworth (Cloudflare), George Mathew (Kespry) and Max Wessel (SAP)
3:40 PM – 4:00 PM
For innovation-focused businesses, deciding which technology trends are worth immediate investment, which trends are worth keeping on the radar and which are simply buzzworthy can be a challenging gray area to navigate and may ultimately make or break the future of a business. Hear from these innovation juggernauts as they provide their divergent perspectives on today’s hottest trends, including Blockchain, 5G, AI, VR and more. Sponsored by SAP.
Fireside Chat
Andrew Ng (Landing AI)
4:00 PM – 4:20 PM
Few technologists have been more central to the development of AI in the enterprise than Andrew Ng . With Landing AI and the backing of many top venture firms, Ng has the foundation to develop and launch the AI companies he thinks will be winners. We will talk about where Ng expects to see AI’s biggest impacts across the enterprise.
The Quantum Enterprise
Jim Clarke (Intel), Jay Gambetta (IBM) and Krysta Svore (Microsoft)
4:20 PM – 4:45 PM
While we’re still a few years away from having quantum computers that will fulfill the full promise of this technology, many companies are already starting to experiment with what’s available today. We’ll talk about what startups and enterprises should know about quantum computing today to prepare for tomorrow.
Overcoming the Data Glut
Benoit Dageville (Snowflake), Ali Ghodsi (Databricks) and a speaker to be announced
4:45 PM – 5:10 PM
There is certainly no shortage of data in the enterprise these days. The question is how do you process it and put it in shape to understand it and make better decisions? Our panel will discuss the challenges of data management and visualization in a shifting technological landscape where the term “big data” doesn’t begin to do the growing volume justice.
Early-bird tickets are on sale now for just $249. That’s a $100 savings before prices go up — book yours today.
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Qualtrics’ Julie Larson-Green will talk experience management at TC Sessions: Enterprise
We’re less than two months out from our first TC Sessions: Enterprise event, which is happening in San Francisco on September 5, and did you know our buy-one-get-one-free sale ends today too! Among the many enterprise and startup executives that’ll join us for the event is Qualtrics’ Julie Larson-Green. If that name sounds familiar to you, it’s most likely because you remember her from her 25 years at Microsoft. After a successful career in Redmond, Larson-Green left Microsoft in 2017 to become the chief experience officer at SAP’s Qualtrics .
In that role, she’s perfect for our panel about — you guessed it — experience management.
Larson-Green joined Microsoft as a program manager for Visual C++ back in 1993. After moving up the ladder inside the company, she oversaw the launch of Windows 7 and became the co-lead of Microsoft’s hardware, games, music and entertainment division in 2013. At the time, she was seen as a potential replacement for then-CEO Steve Ballmer .
Later, during a period of reshuffling at the company in the wake of the Nokia acquisition, she became the chief experience officer of Microsoft’s Applications and Services group.
Larson-Green joined Qualtrics before it was acquired by SAP for $8 billion in cash. Qualtrics offers a number of products that range from customer experience tools to brand tracking and ad testing services, as well as employee research products for gathering feedback about managers, for example. At the core of its product is an analytics engine that helps businesses make sense of their employee and customer data, which in turn should help them optimize their customer experience scores and reduce employee attrition rates.
Our buy-one-get-one-free ticket deal ends today! Book a ticket for just $249 and you can bring a buddy for free. Book here before this deal ends.
We’re still selling startup demo tables, and each package comes with four tickets. Learn more here.
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Salesforce’s Tableau acquisition is huge, but not the hugest
When you’re talking about 16 billion smackeroos, it’s easy to get lost in the big number. When Salesforce acquired Tableau this morning for $15.7 billion, while it was among the biggest enterprise deals ever, it certainly wasn’t the largest.
There was widespread speculation that when the new tax laws went into effect in 2017, and large tech companies could repatriate large sums of their money stored offshore, we would start to see a wave of M&A activity, and sure enough that’s happened.
As Box CEO Aaron Levie pointed out on Twitter, it also shows that if you can develop a best-of-breed tool that knocks off the existing dominant tool set, you can build a multibillion-dollar company. We have seen this over and over, maybe not $15 billion companies, but substantial companies with multibillion-dollar price tags.
Tableau is a perfect example of best-of-breed winning. 15 years ago the BI market was destined to be owned by incumbents, then simpler, better, more democratized software came along, and a $15B company was built.
— Aaron Levie (@levie) June 10, 2019
Last year alone we saw 10 deals that equaled $87 billion, with the biggest prize going to IBM when it bought Red Hat for a cool $34 billion, but even that wasn’t the biggest enterprise deal we could track down. In fact, we decided to compile a list of the biggest enterprise deals ever, so you could get a sense of where today’s deal fits.
Salesforce buys MuleSoft for $6.5 billion in 2018
At the time, this was the biggest deal Salesforce had ever done — until today. While the company has been highly acquisitive over the years, it had tended to keep the deals fairly compact for the most part, but it wanted MuleSoft to give it access to enterprise data wherever, it lived and it was willing to pay for it.
Microsoft buys GitHub for $7.5 billion in 2018
Not to be outdone by its rival, Microsoft opened its wallet almost exactly a year ago and bought GitHub for a hefty $7.5 billion. There was some hand-wringing in the developer community at the time, but so far, Microsoft has allowed the company to operate as an independent subsidiary.
SAP buys Qualtrics for $8 billion in 2018
SAP swooped in right before Qualtrics was about to IPO and gave it an offer it couldn’t refuse. Qualtrics gave SAP a tool for measuring customer satisfaction, something it had been lacking and was willing to pay big bucks for.
Oracle acquires NetSuite for $9.3 billion in 2016
It wasn’t really a surprise when Oracle acquired NetSuite. It had been an investor and Oracle needed a good SaaS tool at the time, as it was transitioning to the cloud. NetSuite gave it a ready-to-go packaged cloud service with a built-in set of customers it desperately needed.
Salesforce buys Tableau for $15.7 billion in 2019
That brings us to today’s deal. Salesforce swooped in again and paid an enormous sum of money for the Seattle software company, giving it a data visualization tool that would enable customers to create views of data wherever it lives, whether it’s part of Salesforce or not. What’s more, it was a great complement to last year’s MuleSoft acquisition.
Broadcom acquires CA Technologies for $18.9 billion in 2018
A huge deal in dollars from a year of big deals. Broadcom surprised a few people when a chip vendor paid this kind of money for a legacy enterprise software vendor and IT services company. The $18.9 billion represented a 20% premium for shareholders.
Microsoft snags LinkedIn for $26 billion in 2016
This was a company that Salesforce reportedly wanted badly at the time, but Microsoft was able to flex its financial muscles and come away the winner. The big prize was all of that data, and Microsoft has been working to turn that into products ever since.
IBM snares Red Hat for $34 billion in 2018
Near the end of last year, IBM made a huge move, acquiring Red Hat for $34 billion. IBM has been preaching a hybrid cloud approach for a number of years, and buying Red Hat gives it a much more compelling hybrid story.
Dell acquires EMC for $67 billion in 2016
This was the biggest of all, by far surpassing today’s deal. A deal this large was in the news for months as it passed various hurdles on the way to closing. Among the jewels that were included in this deal were VMware and Pivotal, the latter of which has since gone public. After this deal, Dell itself went public again last year.
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Announcing TechCrunch Sessions: Enterprise this September in San Francisco
Of the many categories in the tech world, none is more ferociously competitive than enterprise. For decades, SAP, Oracle, Adobe, Microsoft, IBM and Salesforce, to name a few of the giants, have battled to deliver the tools businesses want to become more productive and competitive. That market is closing in on $500 billion in sales per year, which explains why hundreds of new enterprise startups launch every year and dozens are acquired by the big incumbents trying to maintain their edge.
Last year alone, the top 10 enterprise acquisitions were worth $87 billion and included IBM’s acquiring Red Hat for $34 billion, SAP paying $8 billion for Qualtrics, Microsoft landing GitHub for $7.5 billion, Salesforce acquiring MuleSoft for $6.5 billion and Adobe grabbing Marketo for $4.75 billion. No startup category has made more VCs and founders wildly wealthy, and none has seen more mighty companies rise faster or fall harder. That technology and business thrill ride makes enterprise a category TechCrunch has long wanted to tackle head on.
TC Sessions: Enterprise (September 5 at San Francisco’s Yerba Buena Center) will take on the big challenges and promise facing enterprise companies today. TechCrunch’s editors, notably Frederic Lardinois, Ron Miller and Connie Loizos, will bring to the stage founders and leaders from established and emerging companies to address rising questions like the promised revolution from machine learning and AI, intelligent marketing automation and the inevitability of the cloud, as well as the outer reaches of technology, like quantum and blockchain.
We’ll enlist proven enterprise-focused VCs to reveal where they are directing their early, middle and late-stage investments. And we’ll ask the most proven serial entrepreneurs to tell us what it really took to build that company, and which company they would like to create next. All throughout the show, TechCrunch’s editors will zero in on emerging enterprise technologies to sort the hype from the reality. Whether you are a founder, an investor, enterprise-minded engineer or a corporate CTO / CIO, TC Sessions: Enterprise will provide a valuable day of new insights and great networking.
Tickets are now available for purchase on our website at the early-bird rate of $395. Want to bring a group of people from your company? Get an automatic 15% savings when you purchase four or more tickets at once. Are you an early-stage startup? We have a limited number of Startup Demo Packages available for $2,000, which includes four tickets to attend the event. Students are invited to apply for a reduced-price student ticket at just $245. Additionally, for each ticket purchased for TC Sessions: Enterprise, you will also be registered for a complimentary Expo Only pass to TechCrunch Disrupt SF on October 2-4.
Interested in sponsoring TC Sessions: Enterprise? Fill out this form and a member of our sales team will contact you.
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Analysts weighing in on $8B SAP-Qualtrics deal don’t see a game changer
SAP CEO Bill McDermott was jacked up today about his company’s $8 billion Qualtrics acquisition over the weekend. You would expect no less for such a big deal. McDermott believes the data Qualtrics provides could bridge the gap between his company’s operational data and customer, data wherever that resides.
The idea behind Qualtrics is to understand customer sentiment as it happens. McDermott sees this as a key piece to the company’s customer management puzzle, one that could propel it into being not only a big player in customer experience, but also drive the company’s underlying cloud business. That’s because it provides a means of constant feedback from the customer, one that is hard to ascertain otherwise.
In that context, he saw the deal as transformative. “By combining this experience data with operations, we can combine this through Qualtrics and SAP in a way that the world has never done before, and I fundamentally believe it will change this world as we know it today,” McDermott told TechCrunch on Monday.
Others who follow the industry closely were not so convinced. While they liked the deal and saw the potential of combining these types of data, it might not be the game changer that McDermott is hoping for after spending his company’s $8 billion.
Paul Greenberg, who is managing principal at The 56 Group and author of the seminal CRM book, CRM at the Speed of Light, says it’s definitely a big acquisition for the company, but he says it takes more than an acquisition or two to challenge the market leaders. “This will be a beneficial acquisition for SAP’s desire to continue to pivot the company to the customer-facing side, but it isn’t a decisive one by any means,” Greenberg told TechCrunch.
Customer experience is a broad term that involves understanding your customer at a granular level, anticipating what they want, understanding who they are, what they have bought and what they are looking for right now. These are harder problems to solve than you might imagine, especially since they involve gathering data across systems from a variety of vendors that deal with different pieces of the puzzle.
Companies like Adobe and Salesforce have made this their primary business focus. SAP is at its heart an ERP company, which gathers data by managing key internal operational systems like finance, procurement and HR.
Tony Byrne, founder and principal analyst at Real Story Group, says he likes what Qualtrics brings to SAP, but he is not sure it’s quite as big a deal as McDermott suggests. “Qualtrics enables you to do more sophisticated forms of research which marketers certainly want, but the double benefit is that — unlike SurveyMonkey and others — Qualtrics has experience on the digital workplace side, which could complement some of SAP’s HR tooling.” But he adds that it’s not really the central CEM piece, and that his company’s research has found that SAP still has holes, particularly when it comes to marketing tools and technologies (MarTech).
Brent Leary, who is founder at CRM Essentials, agrees that SAP got a nice company, especially when combined with the $2.4 billion CallidusCloud purchase from earlier this year, but it has a ways to go to catch up with Salesforce and Adobe. “Qualtrics does provide a more broad perspective of customers because of operational data from back and front office systems. The Callidus acquisition helps to turn insights into certain B2B-focused customer experiences. But I think more pieces may be needed in terms of B2C experience creation tools that companies like Adobe and Salesforce are focusing on with the marketing/experience clouds,” he explained.
Whether this is an actual game changer as McDermott suggested remains to be seen, but the industry experts we spoke to believe it will be more of an incremental piece that helps move the company’s customer experience initiative forward. If they’re right, McDermott might not be finished shopping just yet.
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SAP agrees to buy Qualtrics for $8B in cash, just before the survey software company’s IPO
Ryan Smith of Qualtrics speaks onstage during TechCrunch Disrupt SF 2015
Enterprise software giant SAP announced today that it has agreed to acquire Qualtrics for $8 billion in cash, just before the survey and research software company was set to go public. The deal is expected to be completed in the first half of 2019. Qualtrics last round of venture capital funding in 2016 raised $180 million at a $2.5 billion valuation.
This is the second-largest ever acquisition of a SaaS company, after Oracle’s purchase of Netsuite for $9.3 billion in 2016.
In a conference call, SAP CEO Bill McDermott said Qualtrics’ IPO was already oversubscribed and that the two companies began discussions a few months ago. SAP claims its software touches 77 percent of the world’s transaction revenue, while Qualtrics’ products include survey software that enables its 9,000 enterprise users to gauge things like customer sentiment and employee engagement.
McDermott compared the potential impact of combining SAP’s operational data with Qualtrics’ customer and user data to Facebook’s acquisition of Instagram. “The legacy players who carried their ‘90s technology into the 21st century just got clobbered. We have made existing participants in the market extinct,” he said. (SAP’s competitors include Oracle, Salesforce.com, Microsoft, and IBM.)
SAP, whose global headquarters is in Walldorf, Germany, said it has secured financing of €7 billion (about $7.93 billion) to cover acquisition-related costs and the purchase price, which will include unvested employee bonuses and cash on the balance sheet at close.
Ryan Smith, who co-founded Qualtrics in 2002, will continue to serve as its CEO. After the acquisition is finalized, the company will become part of SAP’s Cloud Business Group, but retain its dual headquarters in Provo, Utah and Seattle, as well as its own branding and personnel.
According to Crunchbase, the company raised a total of $400 million in VC funding from investors including Accel, Sequoia, and Insight Ventures. It had intended to sell 20.5 million shares in its debut for $18 to $21, which could have potentially grossed up to about $495 million. This would have put its valuation between $3.9 billion to $4.5 billion, according to CrunchBase’s Alex Wilhelm.
This year, Qualtrics’ revenue grew 8.5 percent from $97.1 million in the second-quarter to $105.4 million in the third-quarter, according to its IPO filing. It reported third-quarter GAAP net income of $4.9 million. That represented an increase from the $975,000 it reported in the previous quarter, as well as its net profit in the same period a year ago of $4.7 million. Qualtrics grew its operating cash flow to $52.5 million in the first nine months of 2018, compared to $36.1 million during the same period in 2017.
In today’s announcement, Qualtrics said it expects its full-year 2018 revenue to exceed $400 million and forecasts a forward growth rate of more than 40 percent, not counting the potential synergies of its acquisition by SAP.
Qualtrics’ main competitors include SurveyMonkey, which went public in September.
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Qualtrics waits on that IPO, raises $180 million at a $2.5 billion valuation instead
That Qualtrics IPO many have been expecting is on hold for now. The online market research platform has just raised its third round for $180 million at a whopping $2.5 billion valuation. The Provo, Utah-based company came from much humbler beginnings, bootstrapping the operation for a decade before finally taking financing from Sequoia and Accel in 2012. It has blown up since then,… Read More
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Is Qualtrics about to go public? A chat with founder Ryan Smith on the IPO question
Qualtrics, an online survey research platform, is listed as tops among likely candidates to go public this year. But is it really going to file and, if so, how close is it to doing that? I’m betting yes and very soon based on some interesting answers in a recent interview with founder Ryan Smith. Read More
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Qualtrics adds former Google and Apple exec Kim Scott to the board to help pull in top Silicon Valley talent
Billion-dollar customer insight startup Qualtrics hopes to recruit top Silicon Valley talent to its home base in Utah as it continues to grow and part of that strategy involves adding professional tech coach Kim Scott to the board of directors. Qualtrics became one of a handful of new unicorns in the Beehive State last year and it continues to climb up and to the right. But it’s hard… Read More
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