• Gautam Sharma

    Gautam Sharma

    Director - AI Practice
    Salesforce

  • Ashish Singh

    Ashish Singh

    Salesforce Technical Architect
    Grazitti Interactive

  • Ravideep Singh

    Ravideep Singh

    Sr. Salesforce Program Manager
    Grazitti Interactive

Human + Agent Workforce Is Rewriting the Rules of Customer Experience

Enterprises poured millions into modernizing CX technology, yet customers still get passed between teams, repeat questions, and experience long holds. Platforms were modernized; the workforce that runs them wasn’t, and that gap costs revenue. Every enterprise tracks CX metrics, but very few have built true CX intelligence. There’s a difference. Metrics explain what happened. Intelligence determines what happens next in real time while a customer interaction is still active and outcomes are within reach.

AI agents, deployed deliberately inside the Salesforce ecosystem, make that shift possible. Agentforce, Data 360, Customer 360, and Headless 360 now give enterprises a foundation to run CX as a coordinated Human + Agent operation, so the customer journey moves without the friction that sequential handoffs create. The window to lead this transition, rather than react to it, is open now. This session is the working conversation for the leaders who are ready to architect the future of CX.

So, build the operating model that shrinks handle time, raises conversion, and protects enterprise trust.

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What the Human + Agent operating model looks like in practice inside a Salesforce environment
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How to architect for unified, real-time CX orchestration,  including what Headless unlocks
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How to govern AI-led CX in a way that scales without introducing enterprise-level risk

Why This Conversation Matters?

Scaling AI within Salesforce isn’t just about turning automation on, it’s also about architecting a governed, data-intelligent foundation that scales with the enterprise and drives sustained business value. In this segment, our experts will outline the core technical pillars driving successful Agentforce adoption:

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Redesign the CX Workforce

Walk away with a clear blueprint for integrating AI agents as active CX workforce participants.

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Architect for Unified CX Orchestration

Explore how Data 360, Customer 360, Agentforce, Headless 360, and Slack operate as a unified platform for successful CX outcomes.

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Connect CX Directly to Revenue

Understand how every orchestrated customer interaction becomes a measurable signal for pipeline, retention, and lifetime value.

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Govern AI With the Accountability It Demands

Get the framework that defines who acts, who decides, and who owns outcomes in an AI-led CX environment.

Register Now

You’ll Be in Conversation With

Gautam Sharma

Gautam Sharma

Director - AI Practice
Salesforce

17+ years in business and technology transformation, Gautam brings the strategic altitude and implementation depth that high-stakes AI decisions demand. Certified in Applied Generative AI for Digital Transformation from MIT and across multiple Salesforce specializations. He also serves as President of Southasiaforce, a 450-member community spanning 9 countries where technology and purpose intersect.

Atul Sharma

Ashish Singh

Salesforce Technical Architect
Grazitti Interactive

With 15+ years of experience designing and delivering enterprise-scale Salesforce solutions, Ashish operates where technical architecture meets strategic business outcomes. He has led complex, end-to-end implementations across global enterprises, spanning Sales Cloud, Service Cloud, Salesforce CPQ, and Communities. He specializes in technical architecture, integrations, and complex platform implementations.

Ravideep Singh

Ravideep Singh

Sr. Salesforce Program Manager
Grazitti Interactive

Ravideep is a certified Salesforce Administrator and Community Consultant with 18+ years of experience delivering innovative solutions across technically complex projects. For the past 10 years, he has been an integral part of Grazitti, where he continues to drive success through his deep Salesforce expertise and commitment to excellence.