Key Takeaways From Salesforce Dreamforce ’19

Since the launch of Agentforce in 2024, Salesforce has shifted from a primarily seat-based CRM vendor to an AI-first company. This pivot introduces what we describe as AI gravity: Salesforce increasingly bundles AI, data, and automation capabilities into multicloud deals that tilt negotiating leverage back toward the vendor unless buyers change how they prepare. As […]

There is so much excitement about how AI is changing customer service operations. What was once a reactive, cost-heavy, and manual function is turning into a proactive function that drives revenue growth. C-level executives and board members are more than curious. They are leaning heavily into the ROI potential of AI in customer service technology. […]