Agentforce World Tour London

Living in London instead of being back home might have its disadvantages, but one thing is undeniable: the professional environment here works on a completely different level. It is a city full of ambitious and hungry people determined to take their careers to the next level, and one of the best ways to tap into that energy is by attending events.

Today I had the privilege of attending the Salesforce Agentforce Event as an Interbrand representative, and what an event it was. Spread across three floors of the ExCeL centre and offering more than sixty sessions, it was a full, intense and genuinely inspiring day.

I wanted to use this blog to share some of my key takeaways and impressions. My deeper thoughts about the state of AI in the corporate world, including the challenges, opportunities and how platforms like Agentforce 360 might help solve them, will (probably) come in a separate post.

To quickly introduce the Agentforce 360 platform: it is built on Hyperforce, Salesforce’s infrastructure, and functions as an ecosystem for company data (Data 360) combined with a fleet of agents designed to generate trusted answers. The word “trust” appeared constantly throughout the day. Salesforce clearly prides itself on providing a solid contextual base for internal agents, ensuring responses align with company data, brand tone and compliance requirements.

Another detail that stood out was Salesforce’s use of cartoon style “agent” mascots. Many of them are transitioning from ordinary animals into cyber themed versions, symbolising Salesforce’s shift towards an AI first identity. What I found to be very clever is that they balance this digital shift with a very human touch. At least a third of the slides featured a Trailblazer, a real member of the Salesforce learning community, complete with their full name. Once I noticed this humanising pattern, I saw it everywhere 😂.

Between sessions I was juggling work calls and emails (as one does), but here is a rundown of the talks I attended.

9:00 – Reimagining Professional Services Firms with Data and AI

This was my least favourite session of the day, although I was also guilty of checking a few emails. One interesting insight came from a speaker from a law firm who explained how difficult it was to move from testing to production. Their most successful strategy for employee engagement was running frequent hackathons focused on both data and AI. I definitely want to experiment with this, and hopefully my dad, who is somewhat of a hackathon mastermind, can help with ideas. I might even write a future blog about building a good hackathon, let me know if you have any ideas!

9:30 – Introduction to Vibe Coding with Agentforce Vibes

This smaller side room session introduced the concept of vibe coding inside the platform. Overall it was solid and showed the value of having a vibecoding agent with access to your organisation’s structure. The presenters did emphasise that this should still be used strictly in a development environment. We are not yet at the point where non technical users can reliably build code. One cool detail is that the platform’s MCP server already includes sixty six built-in tools, which gives it far more practical power than most external solutions.

10:00 – Build Your Own Agent Workshop

This was more of a “complete your badge” workshop than a genuine agent-building session. I chose this project: https://trailhead.salesforce.com/content/learn/projects/quick-start-build-an-agent-to-create-quotes-fast/build-your-first-agentforce-quoting-agentI completed it and earned a cyber bear plush toy. Quite fun, although the was example was not exactly aligned with my industry.

10:30 – Keynote session

I arrived five minutes late due to the workshop and a yet another work call. Surprisingly, the keynote began with a strong focus on Salesforce’s philanthropic impact. They highlighted how employees are supported in contributing to their communities, especially in education. It was great to see.

They also shared some big numbers specific to Salesforce, including more than one hundred million dollars in annualised support savings from operating as an agentic company. They criticised “bolted on solutions” and emphasised the need to transform processes fundamentally, especially around data generation. I completely agree with this, and I will explore it further in my upcoming AI focused post. They also shared this page of use cases: https://www.salesforce.com/agentforce/use-cases, although there were surprisingly few related to professional services.

We also saw three case studies.Pandora completely transformed their online shopping experience with a personalised assistant that uses historical customer data to improve recommendations.FedEx showcased a customer support solution with a high quality PDF processing tool, strong Data 360 policies that restrict model behaviour and direct integration with Teams. I will definitely explore that integration further.Pepsi also presented a case study, although I admittedly spent that time answering an email.

12:00 – Faster CRM Adoption

This session covered six principles that help drive CRM adoption.

1. Create an adoption committee with leadership buy-in and clear goals.

2. Understand your end users through interviews and real usage observations.

3. Lead with data by auditing which fields are being entered or ignored.

4. Commit to simplicity by choosing the most user friendly solutions.

5. Plan for change management with proper documentation and clarity around each field’s purpose.

6. Train, learn, repeat to keep users confident and informed.

   
   

12:30 – Metadata and Data Quality

This was one of my favourite talks of the day. I will include these insights in my upcoming post about data and AI, so I will not go into detail here.

16:00 – How Agentforce Powers LIV Golf’s Personalised Fan Experience

This was my favourite talk of the entire event. I have always enjoyed the Salesforce and LIV partnership, so seeing it in person was great. The session focused on how much value companies leave untouched when they do not invest in personalised fan or customer experiences. I was also able to meet Nick, the Senior Vice President of Technology at LIV Golf, and we might do a short Q&A soon. Let me know if you have questions you would like me to ask him.

The day ended up being slightly longer than I expected, but it was packed with learning. If any of these topics interest you, I would love to get a little debate going, especially if it involves golf and data.

And of course, the best part of the day was the free five pound Costa voucher I received just for completing a survey.

Till the next one,

Fer