Salesforce’s UK and Ireland CEO Zahra Bahrololoumi CBE made it clear that the future of enterprise isn’t about replacing humans with AI. It’s about building what she calls the “agentic enterprise,” where AI agents and people work together to drive customer success.
Speaking at the Agentforce World Tour in London, Bahrololoumi’s message resonated through customer stories, live demonstrations, and bold commitments. Salesforce announced a £6 billion investment in the UK through 2030 to establish the region as a leading AI and data hub.
But the real story unfolded on stage, where Simply Health, Pandora, FedEx, and PepsiCo revealed how they’re using Agentforce to transform operations, not just optimize them.
Simply Health: Doubling Customer Service Capacity
Claudia Nicolls, Chief Customer Officer at Simply Health, shared how the healthcare provider is using Agentforce to serve 2.5 million members more effectively.
The challenge was familiar to any CX leader: teams overwhelmed by routine queries, unable to focus on the moments that truly require human empathy and judgement.
With Agentforce, Simply Health automated FAQs, case updates, and personalized outreach. The result? The company now serves double the number of customers each day, as Nicolls explained:
“Our purpose is to improve access to healthcare for all in the UK. We needed a partner that could help us be faster, smarter and larger. Salesforce has the tech, but also the mindset: human first, trusted and ambitious.”
The partnership allows Simply Health to separate cost from scale, a critical capability for regulated industries facing increasing demand.
Pandora: Shopping Within a Conversation
Pandora’s use case demonstrated how AI can replicate the warmth of in-store service at digital scale. The jewelery brand operates in over 100 countries and sells more than 100 million pieces annually.
To maintain personalized service online, Pandora built “Gemma,” an AI concierge powered by Agentforce Service.
Gemma handles 60% of support reasons and guides customers through personalized shopping experiences.
During the demonstration, Gemma recommended products based on past purchases, surfaced pricing and product details within a conversational interface, and seamlessly transitioned from chat to voice when the customer needed to book an in-store appointment.
The demo also highlighted Agentforce Builder and Agent Script, a new scripting language that allows teams to set guardrails using natural language. When Gemma initially failed to offer an appointment booking, the Pandora team adjusted the logic in real time and redeployed the agent across all channels instantly.
“This is the future of customer connection, agents and humans working seamlessly to provide moments of spectacular joy every time,” she said.
FedEx: Turning Unstructured Data Into Actionable Intelligence
FedEx’s story illustrated how Data 360 and Intelligent Context solve a problem that has plagued enterprises for years: extracting meaning from complex, unstructured documents.
FedEx account managers handle thousands of small business customers with questions about international shipping regulations, export zones, and compliance requirements.
Traditionally, answers were buried in 200-page PDFs filled with tables, charts, and footnotes. Intelligent Context processes these documents differently. Instead of converting content into raw text, it creates an index that preserves structure and relationships. When an agent queries the system, it retrieves meaningful chunks of data rather than disconnected text strings.
The demonstration showed how FedEx agents now receive fast, accurate answers to complex shipping questions, with Data 360 governance automatically masking sensitive employee contact information before presenting results.
The platform also introduced Agentforce IT Service, which provides conversational AI support directly in Slack or Microsoft Teams. Employees receive instant help with password resets, missing applications, and software issues, while IT teams focus on complex problems.
When a VPN outage affected multiple employees, Agentforce identified the pattern, traced the issue to a failed software update and orchestrated the rollback automatically.
PepsiCo: Capturing Every Lead, Elevating Every Technician
PepsiCo’s implementation showcased Agentforce Sales and Field Service working together to support 120,000 employees. With 50% of sales coming from small businesses, the company faced a familiar challenge: not enough hours in the day, too many leads slipping through.
Agentforce Sales captures every lead, crafts personalized follow-up emails tailored to retailer size and region, and qualifies prospects so sellers can focus on building relationships.
In the field, technicians use the mobile app to access pre-work briefs, troubleshoot issues with step-by-step guidance, and even analyze equipment photos using computer vision.
When work is complete, Agentforce suggests upsell opportunities based on service history, customer data, and product information stored in Data 360; this helps to transform field technicians from problem-solvers into revenue generators.
Agentforce 360: The Platform Behind the Stories
These customer examples are powered by Agentforce 360, Salesforce’s unified platform that connects customers, employees, operations, and agents within the flow of work. The platform includes:
Agentforce 360: Brings AI agents into every app, including sales, service, marketing and commerce, with voice capabilities and context-aware intelligence.
Data 360: Unifies enterprise, customer, and unstructured data with zero-copy architecture. Governance, privacy, and compliance are automatically applied across all data sources.
Agentforce Builder: Allows teams to build, test, and deploy agents quickly using natural language and Agent Script for precise control over agent behavior.
Agentforce Vibes: A low-code development tool that generates apps, dashboards, and workflows from simple descriptions. During the demonstration, a marketing analytics dashboard was built in five minutes using only natural language prompts.
Agentforce isn’t bolted onto existing systems. It’s built into the platform, with 200 industry-specific agents and actions available out of the box. The platform is already deployed across 6,000 customers.
The Business Case: £100M in Annual Savings
Salesforce isn’t just selling the vision. The company is living it. Bahrololoumi revealed that Salesforce’s own agentic service capability is driving £100 million in annual savings:
“This isn’t just changing our product. This is changing how we work.”
To address pricing concerns, Salesforce introduced the Agentic Enterprise License Agreement, which allows unlimited scaling of Agentforce and Data Cloud. The move is designed to remove anxiety and give enterprises confidence to scale AI adoption.
Ponder This: Are You Building or Bolting?
The distinction Bahrololoumi drew between “built in” and “bolted on” AI is worth considering. Many enterprises are spending fortunes on infrastructure, engineering, and model testing for DIY AI projects that will never reach production. The reason? Poor data quality and fragmented systems.
Salesforce’s approach is different. By embedding AI into a unified platform with governance, context, and industry-specific capabilities, the company is offering a path that doesn’t require enterprises to become AI companies themselves.
The customer stories from Simply Health, Pandora, FedEx and PepsiCo aren’t aspirational case studies. They’re live deployments delivering measurable results today.
The question for CX leaders isn’t whether AI will transform their operations. It’s whether they’ll build that transformation on a foundation designed for scale, or bolt solutions together and hope for the best.
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