Salesforce (CRM) Bank of America 2026 Global Technology Conference summary

Strategic positioning and growth outlook

• Focus is on long-term strategy and positioning for the next decade, not just quarterly results.

• Growth has decelerated from historical highs, but AI is seen as a major new tailwind.

• AI is expected to make products easier to use and expand the total addressable market (TAM) into digital labor.

• Headless 360 strategy is anticipated to significantly expand TAM and is not yet factored into near-term revenue guidance.

• Revenue acceleration is expected in the second half of the year, with a profitable growth framework targeting $63 billion by fiscal 2030.

AI and Agentforce monetization

• AI is being monetized through seat upgrades, increased license adoption, and Flex Credits for agent usage.

• Agentforce upgrades deliver 60%-80% uplift per seat, and customer adoption is accelerating.

• Flex Credits account for about half of AI monetization, allowing customers to pay for agent usage as needed.

• Agentforce grew 200% year-over-year and 50% sequentially, with exponential growth in active agentic users (AWUs).

• Customers are in early stages of agentic transformation, typically starting with a few use cases and expanding as data readiness improves.

Competitive differentiation and customer adoption

• Agentforce is differentiated by native integration with CRM workflows, flexibility in LLM choice, and a large customer base.

• The agentic layer enables seamless human-agent collaboration and is embedded in existing workflows.

• Customers value predictable pricing, with options ranging from seat-based, consumption-based, to enterprise license agreements.

• Successful pilots often lead to large-scale deployments, with customers increasing spend by 50%-100% or more.

• ROI for agentic use cases is typically higher than for equivalent human work, driving continued investment.