{"id":74921,"date":"2025-10-20T12:42:56","date_gmt":"2025-10-20T11:42:56","guid":{"rendered":"https:\/\/www.cxtoday.com\/?p=74921"},"modified":"2025-10-27T10:19:24","modified_gmt":"2025-10-27T10:19:24","slug":"dreamforce-2025-reflecting-on-benioffs-ai-insights","status":"publish","type":"post","link":"https:\/\/www.cxtoday.com\/crm\/dreamforce-2025-reflecting-on-benioffs-ai-insights\/","title":{"rendered":"Dreamforce 2025: Reflecting on Benioff&#8217;s AI Insights"},"content":{"rendered":"<p><span data-contrast=\"auto\"><strong>Marc Benioff<\/strong> has declared the age of the \u201cagentic enterprise&#8221; at Dreamforce 2025, despite admitting that many businesses are still struggling to keep up with AI adoption.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Speaking at the San Francisco event, the <strong>Salesforce Co-Founder and CEO<\/strong> announced that AI is playing its largest-ever role in the industry, while also highlighting the challenges of AI adoption for his enterprise customers.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Benioff suggested that many of his enterprise customers lacked an understanding of A<\/span><span data-contrast=\"auto\">I.<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cCustomers are getting their head around how to deploy AI,\u201d he said.\u00a0<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">The speed of innovation is far exceeding the speed of customer adoption.<\/span><\/p><\/blockquote>\n<p><span data-contrast=\"auto\">This remark comes in the wake of Salesforce\u2019s shares down 34% from their peak in December 2024, whilst reluctant investors are weary after the company fully commits to AI by cutting its support staff by 4,000 after their AI agent implementation.<\/span><span data-ccp-props=\"{}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">However, when asked about the decrease in shares, Benioff reflected on Agentforce\u2019s growth since its launch in 2024 \u2013 and how little understanding of its automation use existed<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201c<\/span><span data-contrast=\"auto\">People don&#8217;t understand that Agentforce is part and parcel of Salesforce. <\/span><span data-contrast=\"auto\">It is the core of every product we make now; it is the platform.&#8221;<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:180,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">In a response to Salesforce\u2019s decision to move towards an AI workforce, <strong>Anthropic CEO<\/strong>, <strong>Dario Amodei<\/strong>, spoke against 100% AI adoption at Dreamforce, reiterating that humans are still valuable to the workforce.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:180,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">&#8220;I made this prediction that, you know, in six months, 90% of code would be written by AI models,<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:180,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">They [human engineers] can focus on the 10% that&#8217;s editing the code or writing the 10% that&#8217;s the hardest, or supervising a group of AI models. And so what happens is, you know, you just end up being 10 times more productive\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Benioff further explained how innovation is exceeding customer adoption, noting that the majority of companies, excluding William Samona and Pandora which have both successfully adopted Salesforce\u2019s AI products, still face architectural setbacks. <\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">\u201cThese customers have to go back and modify massive architectures they have and systems they&#8217;re running.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">This means that despite how prevalent AI tech is, for the majority of businesses, adoption is still in its early stages.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:0,&quot;335551620&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:180}\">\u00a0<\/span><\/p>\n<p><span data-contrast=\"auto\">Despite this apparent disconnect, Benioff highlighted Saleforce\u2019s desire to put forth its Agentic Enterprise vision and advance Agentforce even further as a key player in AI technology:<\/span><\/p>\n<blockquote><p><span data-contrast=\"auto\">What we realized at Salesforce is we have to be customer zero\u2026we have to be able to go from one, to two, to three, to four, to five and show you what we&#8217;re doing.<\/span><\/p><\/blockquote>\n<p>Benioff&#8217;s vision garnered support from\u00a0<span data-contrast=\"auto\"><strong>Martin Schneider<\/strong>, <strong>VP &amp; Principal Analyst at Constellation Research<\/strong>, <\/span><a href=\"https:\/\/www.cxtoday.com\/crm\/dreamforce-2025-the-top-announcements-ft-agentforce-360-the-new-slack-apromore-acquisition\/\"><span data-contrast=\"none\">who pointed out that it<\/span><\/a><span data-contrast=\"auto\">\u00a0&#8220;makes a lot of sense when you consider how much vibe coding, and AI in general, is going to further commoditize the CRM application\/pricing model.\u201d<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><\/p>\n<p><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559738&quot;:0,&quot;335559739&quot;:0}\">\u00a0<\/span><span data-contrast=\"auto\">Benioff also used the keynote to discuss <\/span><span data-contrast=\"none\">Salesforce\u2019s new updates and releases<\/span><span data-contrast=\"auto\">, which included its Agentforce 360 platform, renaming its Service Cloud to \u2018Agentforce Service\u2019, and launching its ITSM product.<\/span><span data-ccp-props=\"{&quot;134233117&quot;:false,&quot;134233118&quot;:false,&quot;201341983&quot;:0,&quot;335551550&quot;:1,&quot;335551620&quot;:1,&quot;335559685&quot;:0,&quot;335559737&quot;:0,&quot;335559738&quot;:0,&quot;335559739&quot;:160,&quot;335559740&quot;:279}\">\u00a0<\/span><\/p>\n<p>You can find out more about the <a href=\"https:\/\/www.cxtoday.com\/event-news\/dreamforce-2025-the-top-announcements-ft-agentforce-360-the-new-slack-apromore-acquisition\/\">major Dreamforce announcements here<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Marc Benioff has declared the age of the \u201cagentic enterprise&#8221; at Dreamforce 2025, despite admitting that many businesses are still struggling to keep up with AI adoption.\u00a0 Speaking at the San Francisco event, the Salesforce Co-Founder and CEO announced that AI is playing its largest-ever role in the industry, while also highlighting the challenges of [&hellip;]<\/p>\n","protected":false},"author":11151,"featured_media":74923,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"inline_featured_image":false,"footnotes":""},"categories":[61014],"class_list":["post-74921","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-crm","tag-ai-agent","tag-ai-agents","tag-artificial-intelligence","tag-automation","tag-crm","brands_to_track-salesforce","editorial_type-feature","intent-evaluation","target_audience-industry-professional"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.3.1 (Yoast SEO v25.3.1) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Dreamforce 2025: Reflecting on Benioff&#039;s AI Insights - CX Today<\/title>\n<meta name=\"description\" content=\"CX Today covers CRM &amp; 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