Spending time interviewing CX leaders reveals a common tension. Everyone talks about personalisation and proactive service, yet most large events and complex journeys still rely on static apps and generic FAQs.
At the 2026 World Economic Forum (WEF) Annual Meeting in Davos, Salesforce and the Forum are testing a different approach. They are deploying a new “agentic” assistant, EVA, to orchestrate real-time, data-driven experiences for more than 3,000 of the world’s most influential leaders.
Børge Brende, President and CEO of the World Economic Forum, summed up the value and importance, stating:
“For our attendees, time is the ultimate currency.”
For CX professionals, EVA is more than an event app story. It signals how AI agents, unified data, and automation can reshape how organisations design and deliver high-touch experiences at scale.
Inside EVA: An AI Concierge Built on Agentforce 360
EVA is a concierge-style app built on Agentforce 360, Salesforce’s agentic platform. Rather than only responding to questions, EVA is designed to reason, prioritise, and act on behalf of attendees.
The assistant draws on more than a decade of institutional data from the World Economic Forum, connected through Salesforce’s data and AI stack. That foundation allows EVA to behave more like a digital chief of staff than a static chatbot.
Salesforce positions Agentforce 360 as a way to bring AI agents, data, and people together on one platform. For WEF, that means combining CRM data, knowledge, engagement history, and live event information to support thousands of concurrent, highly contextual interactions.
Precision Planning for 3,000 Attendees and 450+ Sessions
This week’s Davos 2026 is set to be the largest Annual Meeting in the Forum’s history, with more than 450 sessions and thousands of bilateral meetings. In that environment, the gap between available insight and the speed of decision-making is significant.
EVA is designed to close that gap by turning historical knowledge and live data into usable guidance in the moment. Attendees can use EVA to:
- Personalize schedules. The assistant can recommend, book, reschedule, or cancel bilateral meetings and sessions, based on roles, topics, and preferences.
- Navigate the campus. EVA uses event maps and wayfinding to provide turn-by-turn navigation across the Davos venues.
- Prepare for meetings. EVA generates briefing documents in seconds, pulling background details from the Forum’s data and knowledge base.
For CX leaders, these capabilities map directly onto familiar challenges. Many organisations struggle to surface the right interaction, at the right time, with the right context. EVA shows how an agentic layer can sit on top of complex data and processes to handle that orchestration continuously. Brende added the Forum is:
“Unlocking the full depth of World Economic Forum’s institutional knowledge and putting it directly into the hands of attendees.”
From FAQs to Autonomous Resolution: The Agentic Enterprise in Practice
Behind EVA sits a broader Agentforce 360 deployment across the Forum’s environment. The platform uses Data 360, Salesforce’s hyperscale data engine, along with Agentforce Marketing and internal knowledge articles to provide instant, contextual support.
Data 360 hosts more than 500 custom objects from Salesforce CRM, forming a centralized knowledge base for resolving FAQs autonomously. This gives EVA and other agents a wide field of reference, from membership information and event history to engagement patterns and operational data.
The deployment connects into the Forum’s wider stack:
- Agentforce Service supports web and mobile customer service, using omnichannel assistance, advanced case management, and portals such as UpLink.
- Agentforce Marketing manages outreach and engagement, powering personalized, multi-channel communications and event invitations.
- MuleSoft links Salesforce CRM to finance, HR, travel, and operations systems, which is critical for consistent experiences across departments.
- Tableau converts engagement and participation data into insights, tracking activity across initiatives and informing improvement.
Together, these elements form an early example of what Salesforce calls the “Agentic Enterprise”, where humans, agents, applications, and data operate on a unified platform to deliver more responsive services without proportional increases in manual work.
Why This Matters for CX Leaders and Enterprise Buyers
Having observed CX teams across sectors, a familiar challenge emerges. Digital channels, analytics, and AI tools are often in place, yet customers still experience friction because tools do not work together or staff cannot act quickly enough.
The WEF deployment offers several practical lessons.
First, time as a CX metric becomes central. EVA is designed to reduce wasted minutes between sessions, shorten preparation time, and compress effort across the journey. That mindset is transferable to any high-value journey, from B2B sales to healthcare and professional services.
Second, agentic assistants extend beyond Q&A. By reasoning over context, taking actions, and coordinating multiple systems, EVA illustrates a move away from FAQ-style chatbots toward AI that manages workflows end to end, such as scheduling, case handling, or onboarding.
Third, unified data is essential. EVA depends on Data 360, CRM objects, knowledge articles, and third-party integrations feeding into a single view. Many CX initiatives stall when data is fragmented or untrusted. The Davos example highlights the value of investing in a joined-up data foundation before expecting agents to operate reliably.
Finally, scaling high-touch experiences without scaling headcount is a clear strategic aim. WEF plans to use Agentforce 360 to simplify membership registration and case management, while maintaining personalized experiences for members and attendees. That aligns closely with how many enterprises think about cost, productivity, and satisfaction today.
What Comes Next for EVA and Agentic CX
Looking ahead, the World Economic Forum intends to expand its use of Agentforce 360 beyond the Annual Meeting in Davos to other events and membership experiences. The longer-term ambition is to operate as a full Agentic Enterprise, delivering personalized services at scale without adding friction for staff or participants.
For CX practitioners, Davos 2026 becomes a useful reference case. It shows how an organisation with significant institutional knowledge and complex stakeholder journeys can begin to operationalize an agentic approach and measure its impact on engagement and decision-making.
Insight is easy. Execution is the differentiator. Watching EVA in Davos, I am reminded that the CX leaders who treat agentic assistants as a core part of their architecture, rather than an experimental add-on, will be the ones who convert institutional knowledge into everyday value for their customers.
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