{"id":9226,"date":"2025-03-17T09:08:56","date_gmt":"2025-03-17T16:08:56","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=9226"},"modified":"2025-06-13T19:35:47","modified_gmt":"2025-06-13T11:35:47","slug":"agentic-customer-engagement","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/agentic-customer-engagement\/","title":{"rendered":"How to Navigate a New Era of Agentic Customer Engagement\u00a0"},"content":{"rendered":"\n<p>Marketing is in the middle of a tectonic shift from the past decade of robust tech stacking to the adoption and efficiencies of AI. Your marketing teams can finally shift their focus from complex technology integrations and data management to what truly matters: creating meaningful content and campaigns. Welcome to the age of agentic customer engagement.<\/p>\n\n\n\n<p>Marketing agents are driving this shift. Unlike customer service agents that typically handle one-to-one interactions, marketing agents excel at scaling human-approved content and strategies to reach thousands, or even millions of customers as an audience segment or a 1-to-1 persona. This amplification capability allows marketing teams to extend their reach while maintaining consistent quality and messaging across all channels.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agentic-ai-for-marketing\/\">AI agents<\/a> can now handle the intricate backend work of connecting the right content with the right customer at the right moment, transforming how marketing teams operate and deliver time-to-market. This evolution has occurred, in part, due to rapid advancement of AI, which is revolutionising how marketers engage with customers, analyze data, and make decisions.<\/p>\n\n\n\n<figure class=\"wp-block-embed is-type-video is-provider-youtube wp-block-embed-youtube wp-embed-aspect-16-9 wp-has-aspect-ratio\"><div class=\"wp-block-embed__wrapper\">\n<iframe loading=\"lazy\" title=\"How to Use Agentforce to Create Marketing Email Campaigns | Salesforce Explained\" width=\"500\" height=\"281\" src=\"https:\/\/www.youtube.com\/embed\/FT_KXVGbXQw?start=2&#038;feature=oembed\" frameborder=\"0\" allow=\"accelerometer; autoplay; clipboard-write; encrypted-media; gyroscope; picture-in-picture; web-share\" referrerpolicy=\"strict-origin-when-cross-origin\" allowfullscreen><\/iframe>\n<\/div><\/figure>\n\n\n\n<p>Companies are upgrading their businesses thanks to these fast-moving advancements in AI. First came prompting output from large language models (LLM). Then came generative AI, enabling practitioners tooling from an application that filters proprietary data into natural language prompts. And now, agents.&nbsp;<\/p>\n\n\n\n<p>The result is a more autonomous future where AI is proactive rather than reactive. Agents can reason and take action without requiring prompting at each step. <\/p>\n\n\n\n<p>Here\u2019s a deeper look at how agentic customer engagement will work.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-understanding-how-agentic-customer-engagement-amplifies-human-expertise\"><strong>Understanding how agentic customer engagement amplifies human expertise<\/strong><\/h2>\n\n\n\n<p>The key to successful marketing agents lies in their ability to learn from human expertise, then take action on these insights at scale. Once marketers establish guidelines, approve messaging, and set strategic direction, agents can execute across multiple channels and audiences while staying true to the brand&#8217;s voice and values.<\/p>\n\n\n\n<p>We&#8217;re in the early days of agentic customer engagement. These are some skills agents could learn to support marketers:<\/p>\n\n\n\n<div class=\"wp-block-salesforce-blog-multi-offer\">\n\t<div>\n\t\t\n\n<div class=\"alignfull wp-block-salesforce-blog-section-heading\">\n\t<h2 class=\"wp-block-salesforce-blog-section-heading__title\">\n\t\t\t\tRelated content\t<\/h2>\n<\/div>\n\n\n\n<div class=\"wp-block-columns is-layout-flex wp-container-core-columns-is-layout-9d6595d7 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column wp-block-salesforce-blog-multi-offer__featured-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-salesforce-blog-multi-offer-card\">\n\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agentforce-for-marketing\/\" target=\"_blank\" class=\"wp-block-salesforce-blog-multi-offer-card__link \">\n\t\t\t\t\t<figure class=\"wp-block-salesforce-blog-multi-offer-card__image\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2024\/11\/Agentforce-for-Marketing.webp?w=300\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2024\/11\/Agentforce-for-Marketing.webp 889w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2024\/11\/Agentforce-for-Marketing.webp?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2024\/11\/Agentforce-for-Marketing.webp?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2024\/11\/Agentforce-for-Marketing.webp?w=150&amp;h=84 150w\" alt=\"Illustration of a mascot representing Agentforce on a blue background with marketing elements and icons.\" loading=\"lazy\" \/><\/span>\t\t\t<\/figure>\n\t\t\t\t<h4 class=\"wp-block-salesforce-blog-multi-offer-card__title\">\n\t\t\t5 Ways Agentforce Can Elevate Your Marketing Strategy\t\t<\/h4>\n\t<\/a>\n<\/div>\n\n<\/div>\n\n\n\n<div class=\"wp-block-column wp-block-salesforce-blog-multi-offer__supporting-column is-layout-flow wp-block-column-is-layout-flow\"><div class=\"wp-block-salesforce-blog-multi-offer-card\">\n\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/agentic-ai-for-marketing\/\" target=\"_blank\" class=\"wp-block-salesforce-blog-multi-offer-card__link \">\n\t\t\t\t\t<figure class=\"wp-block-salesforce-blog-multi-offer-card__image\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=300\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg 5824w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=300&amp;h=168 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=768&amp;h=430 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=1024&amp;h=574 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=1536&amp;h=861 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=2048&amp;h=1148 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/03\/AdobeStock_1012696984.jpg?w=150&amp;h=84 150w\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t<\/figure>\n\t\t\t\t<h4 class=\"wp-block-salesforce-blog-multi-offer-card__title\">\n\t\t\t5 Reasons Why You Should Believe in Agentic AI for Marketing\t\t<\/h4>\n\t<\/a>\n<\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-multi-offer-card\">\n\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/?p=9245\" target=\"_blank\" class=\"wp-block-salesforce-blog-multi-offer-card__link \">\n\t\t\t\t\t<figure class=\"wp-block-salesforce-blog-multi-offer-card__image\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=300\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg 5472w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=300&amp;h=200 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=768&amp;h=512 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=1024&amp;h=683 1024w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=1536&amp;h=1024 1536w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=2048&amp;h=1365 2048w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2025\/02\/AdobeStock_458486894-1.jpg?w=150&amp;h=100 150w\" alt=\"Marketers need to learn the ins and outs of AI agents as we enter a new age.\" loading=\"lazy\" \/><\/span>\t\t\t<\/figure>\n\t\t\t\t<h4 class=\"wp-block-salesforce-blog-multi-offer-card__title\">\n\t\t\tMarketing AI Agents 101: What You Need to Know Right Now\t\t<\/h4>\n\t<\/a>\n<\/div>\n\n\n\n<div class=\"wp-block-salesforce-blog-multi-offer-card\">\n\t<a href=\"https:\/\/www.salesforce.com\/ap\/blog\/ai-as-digital-assistant\/\" target=\"_blank\" class=\"wp-block-salesforce-blog-multi-offer-card__link \">\n\t\t\t\t\t<figure class=\"wp-block-salesforce-blog-multi-offer-card__image\">\n\t\t\t\t<span class=\"img-object-fit\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/09\/GettyImages-1497151348.webp?w=300\" sizes=\"100vw\" srcset=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/09\/GettyImages-1497151348.webp 889w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/09\/GettyImages-1497151348.webp?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/09\/GettyImages-1497151348.webp?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/uploads\/sites\/8\/2023\/09\/GettyImages-1497151348.webp?w=150&amp;h=84 150w\" alt=\"\" loading=\"lazy\" \/><\/span>\t\t\t<\/figure>\n\t\t\t\t<h4 class=\"wp-block-salesforce-blog-multi-offer-card__title\">\n\t\t\t9 Ways AI Can Save Marketers Time, Money \u2014 and Grief\t\t<\/h4>\n\t<\/a>\n<\/div>\n\n<\/div>\n<\/div>\n\n\t<\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-content\"><strong>Agentic content<\/strong><\/h3>\n\n\n\n<p>They are powerful distribution engines, taking human-approved content strategies and adapting them for different channels and audiences while maintaining consistent messaging. They can scale the volume of content being created, enabling better personalised variations of imagery and copy. They can also learn from engagement metrics to optimise timing, formatting, and delivery methods for maximum impact.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-campaign-planning\"><strong>Agentic campaign planning<\/strong><\/h3>\n\n\n\n<p>Agents act as strategic partners, analysing vast amounts of market data, competitor activities, and historical performance to recommend optimal campaign strategies. They can rapidly test and iterate on approved approaches across multiple channels simultaneously.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-branding\"><strong>Agentic branding<\/strong><\/h3>\n\n\n\n<p>Agents<strong> <\/strong>serve as vigilant brand guardians, monitoring brand presence across digital channels and providing real-time insights about market perception and opportunities. They help ensure consistent brand representation while identifying new ways to strengthen brand equity.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-creative\"><strong>Agentic creative<\/strong><\/h3>\n\n\n\n<p>Agents<strong> <\/strong>amplify creative teams&#8217; capabilities by taking approved design concepts and adapting them across various formats and platforms. They maintain brand consistency while helping teams explore new creative directions efficiently.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>D-I-Why? Deploy AI agents faster with Agentforce<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Building and deploying autonomous AI agents takes time. Agentforce, the agentic layer of the Salesforce platform, can reduce time to market by 16x compared to DIY approaches \u2014 with 70% greater accuracy, according to a new Valoir report.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/accelerate-agentic-ai\/\">Read the report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-agentic-optimisation\"><strong>Agentic optimisation<\/strong><\/h3>\n\n\n\n<p>They<strong> <\/strong>function as tireless optimisation engines, continuously fine-tuning approved campaigns across digital channels to maximize ROI. They can process complex data patterns and make real-time adjustments while staying within established parameters.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-the-human-agent-partnership-will-evolve\"><strong>How the human-agent partnership will evolve<\/strong><\/h2>\n\n\n\n<p>The introduction of AI agents doesn&#8217;t signal the end of human marketers \u2013 quite the opposite. The most effective implementation of marketing agents involves collaboration between human expertise and AI capabilities. It will empower them to accomplish use cases that were long thought of as too tedious or complex. Humans excel at understanding nuanced emotional contexts, developing creative strategies, and making complex ethical decisions. AI agents, meanwhile, can process vast amounts of data, execute repetitive tasks with precision, and operate 24\/7.<\/p>\n\n\n\n<p>For businesses, this partnership means marketing teams can focus on higher-level strategic thinking while agents handle operational execution. Marketers will evolve into &#8220;agent wranglers,&#8221; setting objectives, defining parameters, and ensuring AI systems align with business goals and brand values.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-the-agent-to-agent-ecosystem-will-work\"><strong>How the agent-to-agent ecosystem will work<\/strong><\/h2>\n\n\n\n<p>Perhaps the most intriguing aspect of this new paradigm is the potential for agents to work together in coordinated systems. Imagine a content agent creating a blog post, which triggers a social media agent to develop promotional content, while a performance agent optimises its distribution across channels. Meanwhile, a brand agent monitors reception and feedback, adjusting the strategy in real-time. All while the marketer provides strategic guidance and oversees performance and major decision-making.\u00a0<\/p>\n\n\n\n<p>This interconnected ecosystem of specialised agents could revolutionise marketing operations, creating seamless, responsive, and highly efficient marketing machines. For businesses, this means faster execution, better resource allocation, and more consistent performance across all marketing activities.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-marketers-can-prepare-for-the-agent-era\"><strong>How marketers can prepare for the agent era<\/strong><\/h2>\n\n\n\n<p>As we stand on the cusp of this new era in agentic marketing engagement, organisations and professionals should take several key steps:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Start small but think big.<\/strong> Begin by implementing agents in contained, low-risk areas while developing a broader strategy for agent integration. Small POCs that can show incremental change will help garner buy-in from your organisations for future applications and investment.\u00a0<\/li>\n\n\n\n<li><strong>Invest in training. <\/strong>Ensure marketing teams understand how to effectively work with and manage AI agents.<\/li>\n\n\n\n<li><strong>Develop clear governance frameworks. <\/strong>Establish guidelines for agent deployment, monitoring, and intervention protocols.<\/li>\n\n\n\n<li><strong>Focus on data infrastructure.<\/strong> Ensure your organisation has the necessary data architecture and sanity to support effective agent operations.<\/li>\n\n\n\n<li><strong>Maintain human oversight.<\/strong> Create clear processes for reviewing and auditing agent activities and outputs.<\/li>\n<\/ol>\n\n\n\n<p>The rise of AI agents in marketing represents not just a technological shift but a fundamental change in how marketing organisations operate. By embracing this change thoughtfully and strategically, businesses can use the power of AI agents while maintaining the human creativity and strategic thinking that drives marketing success.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Discover Agentforce for Marketing<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Agentforce provides always-on support to employees and customers. Learn how it can help your company today.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/form\/marketing\/conf\/agentforce-campaigns-demo\/\">See that you can do<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p><\/p>\n","protected":false},"excerpt":{"rendered":"<p>These tips will help you move past complex tech integrations and focus on connecting with customers<\/p>\n","protected":false},"author":492,"featured_media":9225,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"5327ce0af7494b14a24bd54276cdd595","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[5,4,23,473,665],"sf_content_type":[],"coauthors":[307],"class_list":["post-9226","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-marketing","sf_topic-marketing-cloud","sf_topic-artificial-intelligence","sf_topic-cmo","sf_topic-agentforce"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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