Salesforce (CRM) 2026 Evercore Global TMT Conference summary

Industry trends and AI strategy

• Rapid acceleration in agentic AI is unprecedented, driving a need for flexible, customer-centric solutions.

• Headless technology is central to the AI strategy, enabling easier configuration and integration across platforms.

• Adoption of headless and agentic AI is seen as a key success metric, with significant internal and customer uptake, especially via Slack.

• Monetization strategies are evolving, with a mix of license and usage-based pricing under consideration.

• The company leverages a multi-model approach, selecting the best AI models for specific use cases and performance needs.

Product innovation and customer engagement

• Slack is positioned as a primary engagement layer, facilitating both human and AI collaboration in the enterprise.

• Agentforce and AgentExchange enable customers and third parties to build and deploy agents tailored to their needs.

• Industry-specific solutions are being developed, with verticalized Agentforce agents and skills for sectors like insurance and banking.

• Data Cloud and Informatica acquisitions enhance data context and activation, supporting AI-driven workflows.

• Reference selling and internal adoption of Slack and Tableau Analytics demonstrate product value to customers.

Operational learnings and future direction

• Early adoption is strongest in customer service and coding, with broader agentic enterprise transformation still in early stages.

• Success is measured by increased productivity, digital labor adoption, and a shift toward consumption-based revenue.

• Deterministic workflows are combined with AI-driven processes using tools like Agent Script for reliability.

• Flexibility and optionality are emphasized, allowing customers to choose their preferred user experiences and integrations.

• Internal processes and leadership focus on agility, continuous alignment, and embracing rapid change.