Join Ed Thompson, SVP of Market Strategy, as he unpacks the reality of AI agents—what’s hype, what’s happening now, and what it means for the future of work.

In this thought-provoking session, he’ll challenge assumptions, reveal unexpected opportunities, and help you decide: will you ignore, experiment, or lead in the AI revolution?

AI is transforming service. Learn how to shift to an AI agent-first org with Agentforce and Service Cloud to boost productivity, automate tasks, and deliver faster, smarter customer experiences.

Hear from Capita and DPD on how they are becoming an AI agent-first company.

AI is transforming contact centers - but how do you get it right? Learn how leading businesses are using automation to free agents for what matters most, blending AI with human expertise to deliver smarter, faster service. Whether you're just starting or scaling up, this session will challenge how you think about the future of customer service.

Salesforce put Agentforce to the test in its own contact centers—automating 72% of cases, reducing handle time by 30%, and boosting agent productivity. In this session, get an inside look at what worked, what we learned, and how you can apply these insights to your own AI transformation.

Dream big, start small! This hands-on workshop blends real Agentforce experience with proven strategies to maximise impact for your service teams. Whether you're getting started or fine-tuning your approach, you'll walk away with practical insights to take your Agentforce deployment from good to great.

Automation is changing the game for customer service—so how do you make the shift? Learn how Carwow is using Agentforce to automate inquiries, reduce agent workload, and streamline its ‘Sell Your Car’ process. See what’s working, what’s next, and how you can apply these lessons to your own AI journey.

A deep dive into what’s coming next in the product roadmap. Stay ahead of the curve and see what’s in store for the future of AI-powered service.