Last year, our conference focused on the possibility of AI, while this year marked a clear shift. In 12 short months, the conversation moved from what business could look like with AI to how organisations are already embedding AI agents into everyday operations.
Recent IDC research found Australian and New Zealand workers estimated they can save 32 per cent of their typical workday by leveraging AI tools to handle routine tasks. This statistic was brought to life through a vibrant lineup of Agentblazers who are pioneering the use of AI to transform their business processes and drive innovation, including more than 80 customer speakers and 50 partner speakers.
Across more than 140 sessions, 50 demos, and five hands-on experiences, the emphasis this year was on practical execution. Big questions like how to manage governance, data security, scalable architecture, and industry-specific use cases took centre stage.
These questions sparked insightful discussions around the structural shift in how modern businesses are operating – specifically, how humans and AI agents are now working together, and how the Agentforce 360 platform can support this collaboration.
In this article, we’ll recap the key moments from the day, highlight the biggest takeaways, and explore what it means to become an ‘Agentic Enterprise’.
If you missed any of the sessions or need a refresher, you can stream them on Salesforce+.
From digital workforce to agentic enterprise
To open the day, Frank Fillmann, General Manager ANZ and Country Leader at Salesforce, presented how leading organisations are redesigning the way work gets done with AI agents.
The keynote explored what it means to operate as an Agentic Enterprise. This means going beyond using AI tools and designing systems where humans and AI agents work together in defined roles.
Through live demos from Pandora, Australia Post, and PepsiCo, attendees saw AI agents answering common customer questions, guiding personalised product recommendations, and using unified data to support faster decisions. In each example, agents reduced repetitive work while human teams stayed focused on complex issues and developing customer relationships.
Leandro Perez, SVP & CMO Salesforce ANZ said the AI conversation businesses leaders are having has shifted from ‘what if’ to ‘how fast’.
“In 2026, AI is no longer a question of belief; it’s a question of execution,” Leandro said. “We’re moving beyond the era of standalone tools and into the era of the Agentic Enterprise. It’s not about waiting for the next capable model; it’s about how quickly you can integrate agents into your workflows to drive real-world growth and impact.
“The goal of all Australian organisations should be to move past experimental tools and build a unified system where people, data, and agents work together to turn intelligence into action.”
For marketers, especially, the transition to trusted AI needs urgent attention. Research released today from the latest Salesforce State of Marketing report found that, while 86 per cent of ANZ marketers agree that AI is rapidly raising customer expectations for instant, two-way conversations, nearly two-thirds admit they are currently struggling to keep up with these changing behaviours.
The research suggests the culprit isn’t lack of effort: it’s lack of usable data. Siloed systems and poor data quality remain the top barriers to the promises of AI-driven personalisation.
The good news is: globally, marketers with unified customer data have an early advantage over those with disjointed data sources.
The platforms behind agentic enterprises
Given global business goals of responding to customers faster, automating high-volume work without losing control, and giving teams real-time insights, here are the systems that make it possible: Agentforce 360, Data 360, and Slack.
Agentforce 360
This is the layer that allows businesses to build, deploy, and manage AI agents across service, sales, marketing, and commerce.
These agents can answer customer enquiries, assist employees, automate multi-step workflows, and operate 24/7. They are designed to work within existing Salesforce apps, with defined permissions and clear handover rules for when to pass the task over to a human.
Data 360
This layer provides the connected data foundation that your AI agents can rely on. It connects customer, operational, and behavioural data into a single view so agents can act with accurate, real-time context rather than pulling from disconnected systems.
Slack
Slack is the workspace where collaboration between humans and agents happens in real time. Instead of switching between systems, teams can see recommendations, updates, and automated actions directly within the channels they already use.
In practice, this means that agents can guide service teams through next steps, surface relevant customer context, prompt sales reps on follow-ups, and more.
Standout keynote presentations from industry leaders
Beyond the main keynote, we heard from leaders across each business function sharing how they’re embedding agents into their operations.
Here’s an overview of a few of these sessions from Agentforce World Tour Sydney.
Marketing: Marketing that sparks a conversation, keynote
Stephen Hammond, EVP and GM of Marketing Cloud, introduced Agentforce for Marketing and Marketing Cloud Next.
The focus of this keynote was to demonstrate how to move your marketing efforts from campaign automation to real-time, two-way conversations powered by data. Hammond shared how you can use this data to support campaign creation and segmentation, and generate content, all while being connected to sales, service, and commerce.
Service: The age of proactive service starts now
Annie Weinberger, CMO of Service Cloud, outlined how agentic service enables 24/7 support. With this level of autonomy, agents can resolve routine IT and customer service issues, while humans focus on complex scenarios. Weinberger shared that, with the extra support, the emphasis is now moving from ticket handling to proactive resolution.
Sales: Your path to growth is humans and agents
The day’s sales-focused keynote showcased how organisations like SEEK are combining human sellers with AI agents to strengthen their pipeline visibility and reduce low-value admin.
Their agents are able to help by surfacing real-time account insights, flagging opportunities, drafting follow-ups, and logging CRM activity. In addition, they support more accurate forecasting so you can set realistic targets that keep your team motivated.
Become an agentic enterprise
This session walked through what becoming an agentic enterprise looks like in practice.
Using Xero as an example, the keynote showed how AI agents can support customer service teams, handle common requests, and escalate complex cases. The focus was on how agents fit into existing workflows rather than replacing them.
Data 360: Activate trusted data everywhere
This talk focused on Data 360, exploring how connected and safe data underpins every agent interaction.
Through connecting data across systems and activating it in real time, organisations can improve decision-making and ensure their agents operate with accurate and accountable context.
Slack: Reimagining work for the agentic enterprise
In this keynote, we explored how organisations are using Slack to embed AI agents directly into channels, where work is already happening. Showing how agents can guide next steps, surface relevant insights, and automate routine tasks.
The session, featuring Live Nation Entertainment, showed how teams are using AI agents inside Slack channels to assign tasks, summarise discussions, and keep projects moving forward.
You can now stream all these sessions on Salesforce+.
Agentic enterprise success stories
Throughout the day, we saw a number of live demonstrations from big names in business, demonstrating how they use Agentic AI to improve the customer journey.
Pandora demo
Pandora shared with us how Agentforce 360 is supporting both its digital shopping experience and service. Their AI shopping assistant guides customers with personalised product recommendations, while service agents handle high-volume enquiries and escalate complex cases.
This setup, built on Commerce Cloud, Service Cloud and Data 360, allows Pandora to use automation without losing their brand tone or any customer context.
Australia Post demo
The demonstration from Australia Post highlighted how AI agents can be embedded into high-volume service environments to improve responsiveness while maintaining oversight and accountability.
Their agents handle repetitive enquiries and surface relevant case context, which allows their support teams to focus on complex customer needs that require human reasoning and empathy.
PepsiCo demo
PepsiCo shared how Agentforce 360 and Data 360 are helping them support retailers at scale.
Through connecting all elements of their retail strategy and field operations, they now have agents that can answer routine store enquiries, pull up real-time product data, and escalate any complicated issues.
How to become an agentic enterprise
Throughout the day, one question came up repeatedly: How does a business become an agentic enterprise?
Our sessions broke this answer down into practical steps. If there was one starting point you could take from these sessions, it’s that you don’t need to overhaul your business tomorrow; simply start with one use case and scale from there.
While you do this, it’s important to pick a business problem to solve, rather than a broad ambition. Once you know where you’re going to start, you can ensure that all your data is connected and you have a governance process in place. All of these steps, at an early stage, will help you manage your AI expansion.
From there, it’s all about tracking value. Are our teams more productive? Are we making more sales? Has our CSAT score improved? Once you can qualify the value, it makes it easier to ramp up your AI implementation.
To learn more about becoming an agentic enterprise, stream the sessions from Agentforce World Tour Sydney on Salesforce+.
Inside the Campground
The Campground, our interactive hub on the show floor, was the centre of hands-on learning and connection throughout the day.
We were delighted to watch attendees explore live demos, attend small-group workshops, and complete practical sessions designed to move them from theory to action.
Golden Hoodie winner – Josephine Ferguson
Frank Fillmann, General Manager at ANZ, was pleased to announce Josephine Ferguson as this year’s Golden Hoodie winner.
This prestigious award is given to individuals in the Trailblazer Community who demonstrate exceptional leadership, innovation, and spirit of community.
Josephine emulates these qualities, through leading the Melbourne Trailblazer Community Group and representing ANZ on the Community Advisory Board. Her dedication to translating Salesforce innovation into everyday clarity has transformed how our community learns and grows, and we couldn’t be more proud to see her in gold.
Giving back spotlight: DV Safe Phone
Beyond the technology and keynotes, World Tour Sydney wanted to use this time to give back to a good cause. As part of the 1-1-1 philanthropic model, Salesforce in Australia and New Zealand has delivered more than 437,000 volunteer hours and $19.6 million in grants. In addition, more than 2,800 not-for-profit customers receive free and discounted technology.
DV Safe Phone is one local organisation to have benefitted from Salesforce employee volunteering support. DV Safe Phone collects, repurposes, and donates mobile phones to people escaping domestic violence. These ‘safe phones’ provide a vital lifeline, allowing individuals to contact emergency services and support networks when they need help.
During the day, attendees were invited to donate old devices and spend five minutes testing and preparing phones for redistribution. Hopefully these small actions can have a potentially life-changing impact.
Going for gold: Resilience with Saya Sakakibara
As a final piece of inspiration, the day closed with a keynote from gold medalist BMX champion Saya Sakakibara. In conversation with Sports presenter Jo Healy, Saya spoke candidly about the impacts of her brother Kai’s BMX accident, which left him with a life-changing brain injury.
For Saya, who had started BMX as a child riding alongside her brother, his accident was a defining moment in her life. She shared with us the impact this had on her and her path from fear to recovery, which ultimately led her to winning a gold medal at the 2024 Paris Olympics.
Her main message was that progress is rarely linear, that growth requires vulnerability, and that all her setbacks became the foundation for something stronger.
This final keynote was a moving and fitting way to close a day all about transformation and daring to dream big.
Continue on Salesforce+
Agentforce World Tour Sydney 2026 was all about the agentic era. We had a full day of inspiring keynote speakers sharing how they’ve practically transformed their businesses with AI, alongside sessions that gave delegates hands-on experience.
We also demonstrated and celebrated the ways that Agentforce 360, Data 360, and Slack work together to bring agents into your real-life workflows, and discussed what it takes to become an agentic enterprise, step by step.
If you want to revisit the big keynotes of the day or dive deeper into any of the inspirational sessions, you can stream them on Salesforce+.
FAQs
In 2026, it was held on 25 February. It was a one-day event filled with keynotes and hands-on sessions all about agentic AI.
It took place at ICC Sydney in Darling Harbour, bringing together more than 10,000 customers, partners, and industry leaders from across Australia and New Zealand.
All major keynotes and sessions are available to stream for free on Salesforce+.
Agentforce World Tour is a regional, one-day event held in different cities. It focuses more on local customer stories and how to apply Agentforce in your market.
Dreamforce is our biggest global conference; it’s been running every year since 2003. It’s typically held in San Francisco and attracts tens of thousands of attendees from around the world.
