{"id":66736,"date":"2025-03-10T14:44:16","date_gmt":"2025-03-10T03:44:16","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=66736"},"modified":"2025-03-25T14:49:09","modified_gmt":"2025-03-25T03:49:09","slug":"anz-leaders-using-ai-to-deliver-business-amp-customer-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/","title":{"rendered":"Front Office 2.0: Unlocking Service and Efficiency with AI"},"content":{"rendered":"\n<p>The pressure on C-suite leaders to deliver on the potential of AI is matched only by the development of the technology itself. The tolerance for experimentation is over, and the expectation that executives will deploy AI tools to increase productivity and deliver increasing profitability has begun.&nbsp;<\/p>\n\n\n\n<p>Frank Fillmann, EVP &amp; General Manager, Salesforce ANZ, knows this only too well. He\u2019s met with over 70 ANZ CEOs this year and he says getting to grips with AI is a top priority for leaders, despite most not having hands-on expertise in technology. Their board and shareholders want greater profits, their customers are expecting the kind of immediate and intuitive experience only AI in customer service can deliver, and their employees who are experimenting with AI outside of work, are perplexed as to why they aren\u2019t using these tools at work.<\/p>\n\n\n<div class=\"wp-block-quote-article\" style=\"\"><div class=\"wp-block-quote-social-wrapper\"><figure class=\"wp-block-quote-article-quote\">\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Most CEOs do not have a background in data and AI, so they\u2019re learning as fast as they can. They have pressure from above, from boards saying \u2018you\u2019ve experimented for a year, get going, and I\u2019d like to see business value\u2019,\u201d<\/p>\n<\/blockquote>\n<span class=\"citation-role\">Frank Fillmann, EVP &amp; General Manager, Salesforce ANZ<\/span>\n<div class=\"post__social post__social--v2 post__social--blockquote\">\n\n\t\n\t<ul class=\"social-nav social-nav-v2\">\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on LinkedIn (Opens in a new tab)\"\n\t\t\t\t\thref=\"http:\/\/www.linkedin.com\/shareArticle?mini=true&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fanz-leaders-using-ai-to-deliver-business-amp-customer-success%2F%3Futm_source%3DLinkedIn%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;title=Front%20Office%202.0%3A%20Unlocking%20Service%20and%20Efficiency%20with%20AI\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"21\" height=\"21\" fill=\"none\"><path fill=\"#032D60\" d=\"M16.625 0H4.375A4.375 4.375 0 0 0 0 4.375v12.25A4.375 4.375 0 0 0 4.375 21h12.25A4.375 4.375 0 0 0 21 16.625V4.375A4.375 4.375 0 0 0 16.625 0M7 16.625H4.375V7H7zM5.687 5.89a1.54 1.54 0 0 1-1.53-1.543c0-.852.685-1.544 1.53-1.544.846 0 1.532.692 1.532 1.544S6.534 5.89 5.687 5.89M17.5 16.625h-2.625v-4.903c0-2.947-3.5-2.724-3.5 0v4.903H8.75V7h2.625v1.544c1.222-2.262 6.125-2.43 6.125 2.167z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Twitter (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/x.com\/intent\/tweet?text=Front%20Office%202.0%3A%20Unlocking%20Service%20and%20Efficiency%20with%20AI&#038;url=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fanz-leaders-using-ai-to-deliver-business-amp-customer-success%2F%3Futm_source%3DTwitter%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt&#038;via=salesforce\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"32\" height=\"32\" fill=\"#032D60\" viewBox=\"0 0 32 32\"><path d=\"M17.4 14.8 23 8.3h-1.3L16.8 14 13 8.3H8.5l5.9 8.5-5.9 6.8h1.3l5.1-6 4.1 6h4.5zm-1.8 2.1-.6-.8-4.7-6.8h2l3.8 5.5.6.8 5 7.1h-2z\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\t\t\t<li class=\"social-nav__item\">\n\t\t\t\t<a\n\t\t\t\t\taria-label=\"Share on Facebook (Opens in a new tab)\"\n\t\t\t\t\thref=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https%3A%2F%2Fwww.salesforce.com%2Fau%2Fblog%2Fanz-leaders-using-ai-to-deliver-business-amp-customer-success%2F%3Futm_source%3DFacebook%26utm_medium%3Dorganic_social%26utm_campaign%3Dus_cbaw%26utm_content%3Dblog-ctt\"\n\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t>\n\t\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"19\" height=\"19\" fill=\"none\"><path fill=\"#032D60\" d=\"M19 9.5a9.5 9.5 0 0 0-19 0c0 4.742 3.474 8.672 8.016 9.385v-6.639H5.604V9.5h2.412V7.407c0-2.38 1.418-3.696 3.588-3.696 1.04 0 2.127.185 2.127.185v2.338h-1.198c-1.18 0-1.549.733-1.549 1.484V9.5h2.635l-.421 2.746h-2.214v6.639C15.526 18.172 19 14.242 19 9.5\" \/><\/svg>\n\t\t\t\t<\/a>\n\t\t\t<\/li>\n\t\t\n\t\t<li class=\"social-nav__item\">\n\t\t\t<button\n\t\t\t\tclass=\"copy-share js-copy-link\"\n\t\t\t\taria-label=\"Copy link to clipboard\"\n\t\t\t\thref=\"#\"\n\t\t\t\tdata-clipboard-text='\"Front Office 2.0: Unlocking Service and Efficiency with AI\" https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/'\n\t\t\t>\n\t\t\t\t\n<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"20\" height=\"10\" fill=\"none\"><path fill=\"#032D60\" d=\"M14.586.406h-3.667V2.24h3.667a2.76 2.76 0 0 1 2.75 2.75 2.76 2.76 0 0 1-2.75 2.75h-3.667v1.833h3.667a4.585 4.585 0 0 0 4.583-4.583A4.585 4.585 0 0 0 14.586.406m-5.5 7.334H5.419a2.76 2.76 0 0 1-2.75-2.75 2.76 2.76 0 0 1 2.75-2.75h3.667V.406H5.419A4.585 4.585 0 0 0 .836 4.99a4.585 4.585 0 0 0 4.583 4.583h3.667zm-2.75-3.667h7.333v1.833H6.336z\" \/><\/svg>\n\t\t\t<\/button>\n\t\t<\/li>\n\t<\/ul>\n<\/div>\n<\/figure><\/div><\/div>\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\">Learn from AI Business Leaders<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">280+ ANZ C-Suite and 7 executives leading in AI share their insights and discuss how they are enhancing both customer and staff experiences.<\/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=\"_self\" href=\"https:\/\/www.salesforce.com\/au\/form\/agentforce\/the-ai-blueprint\/?d=701ed00000N0o62AAB&#038;nc=701ed00000MzaJgAAJ\">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\/au\/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\/au\/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\/au\/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>\u201cThere\u2019s pressure on the outside, which is, there\u2019s a lot of new technology, but it can be overwhelming: \u2018Where do I start? What do I use?\u2019. There\u2019s value in the ecosystem but it\u2019s trapped because you don\u2019t know where to start or how to convert that into value.\u201d<\/p>\n\n\n\n<p>Underlying this dilemma is trust &#8211; ensuring that AI innovation doesn\u2019t come at the expense of data security and privacy. It\u2019s why working with trusted partners experienced in AI, data, and related ethical responsibilities must be a critical consideration in every deployment. Without trust, a company\u2019s digital transformation can be dead in the water and with it the opportunities to maximise the value from data integration.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-ai-connects-businesses-with-customers-and-teams\">AI connects businesses with customers and teams<\/h2>\n\n\n\n<p>Data integration which leads to seamless deployment of AI tools, is most effective when used to strengthen connections between a business, its customers and its teams. However, when considering AI deployment in business, most start with tackling back-office productivity. In a survey of 288 C-Suite executives throughout Australia and New Zealand<sup>1<\/sup>, the top three reasons for investing in AI were to:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>boost productivity and efficiency (43%)<\/li>\n\n\n\n<li>bring innovative customer and\/or employee experiences to market (42%)<\/li>\n\n\n\n<li>and remain competitive (41%)<\/li>\n<\/ul>\n\n\n\n<p>Fillmann notes that traditionally, if companies had to pick one target for tech deployment, they tended to favour driving for efficiency over delivering better customer service &#8211; even though cost-out programmes don\u2019t drive differentiation.<\/p>\n\n\n\n<p>Now, with advancements in AI, such as generative AI and agentic AI, business leaders can focus on deploying AI in customer service and AI in marketing, confident that in doing so back-office efficiencies will also be taken care of, Fillmann says.<\/p>\n\n\n\n<p>\u201cTo be able to drive efficiency and cost out to fund the growth initiative means the [traditional] trade off isn\u2019t there. Which means I don\u2019t have to wait for funding approval for my project because I can drive economic efficiencies and drive my own KPI agenda,\u201d Fillmann says.&nbsp;<\/p>\n\n\n\n<p>Funlab, the Australian company behind brands such as Strike and Holey Moley, worked with Salesforce to bring together 22 years of siloed data and deliver more effective and efficient customer service. Using <a href=\"https:\/\/www.salesforce.com\/au\/marketing\/\">Marketing Cloud<\/a>, Funlab has been able to build automated guest lifecycle journeys across its many brands.&nbsp;<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/au\/blog\/funlab-marketing-personalisation\/\">The results of this example of AI in marketing are striking<\/a> with 30% increase in active guests and a 28% average increase in guest lifetime value. In addition, process efficiency has improved by 50%.<\/p>\n\n\n\n<p>Like Funlab, flipping the focus to improving frontline services to drive differentiation, improving backroom productivity as a result, first requires a solid data foundation.&nbsp;<\/p>\n\n\n\n<p>This was the challenge facing Kawasaki Motors, who needed to bring together data from disparate systems, without compromising data privacy and security. The company has two high-performing departments &#8211; Kawasaki Engines, which <\/p>\n\n\n\n<p>provides outdoor power equipment, and Kawasaki Government &amp; Fleet Sales teams, which sell vehicles such as motorcycles, ATVs and jet skis. Each department used different instances of Salesforce and other software, so collaboration between them was difficult as they couldn\u2019t share common data points. That is, until it deployed <a href=\"https:\/\/www.salesforce.com\/au\/data\/\">Data Cloud<\/a> to break down the silos, and provide both divisions with the same dashboard to view data such as customer contacts, leads, sales forecasts and open deals.<\/p>\n\n\n\n<p>Unifying the data has greatly improved response times, enabled better team work, and boosted customer satisfaction. Now Kawasaki is piloting <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/\">Agentforce<\/a> to automate routine tasks such as organising customer inquiries, summarising calls, and handling alerts and email responses.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-agentic-ai-the-new-frontier-in-ai\"><strong>Agentic AI \u2013 the new frontier in AI<\/strong><\/h2>\n\n\n\n<p>Agentforce is grounded in Agentic AI, the latest frontier in AI. It does more than respond to prompts, it is able to carry out tasks, using a combination of machine learning algorithms, deep learning architectures and natural language processing (NLP). Agents execute work by searching for relevant data, analysing this data to formulate a plan, and then actioning the plan. This process can be entirely independent or it may involve interactions and handoffs with employees within set guardrails.<\/p>\n\n\n\n<p>For example, agents can autonomously engage with inbound leads in natural language to answer questions, handle objections and book meetings for sales teams. Or agents can save marketers time by helping them to generate a campaign brief, target audience segment, content and even build a customer journey.&nbsp;<\/p>\n\n\n\n<p>ANZ research shows that there is an appetite among businesses for using AI to perform manual work, with 98% of C-suites saying they have confidence and trust in delegating at least one business-related task to AI alone.&nbsp;<\/p>\n\n\n\n<p>Businesses deploying Agentforce to drive customer engagement are finding that it can deliver personalisation at scale in a way that wasn\u2019t possible before. Luxury retailer Saks uses Agentforce to help it deliver on the promise of its brand, which Global CEO Marc Meric defines as selling \u201cthings that people want to love. The emotional connection you have with finding that one thing you want\u201d<\/p>\n\n\n\n<p>But how do you do that when you have millions of customers around the world and you want to create millions of unique experiences &#8211; from advising them on what scarf to pair with what blouse, to sending birthday wishes?&nbsp;<\/p>\n\n\n\n<p>The answer is agents that recognise photos and understand customers&#8217; texts and reply with personalised recommendations based on a wealth of data &#8211; previous purchases, fashion trends, what other customers bought, knowledge articles and so on.&nbsp;<\/p>\n\n\n\n<p>\u201cIt (Agentforce) gives us the ability to continue to offer a very high-touch customer experience that people expect from Saks. And I know it sounds simple, but that full 360-degree view of the consumer, everything they are doing, from how they\u2019re browsing, from how they\u2019re shopping, from what they return, from what they call the call centre about, from how they pay, from everything, really understanding them. We\u2019re going to give them that comfort that they\u2019re the most important to us, which they are,\u201d Meric says.&nbsp;<\/p>\n\n\n\n<p>Agents haven\u2019t replaced humans in customer service, they are still there, able to pick up the conversation when required. In another example of human-AI interaction, Agentforce routes the customer to the most appropriate sales representative based on the interactions that have already taken place, helping to ensure a better customer service experience.<\/p>\n\n\n\n<p>Meric says Agentforce frees their people to work in a different way with their clients, noting that agentic AI is not going to replace, it&#8217;s going to augment the service humans provide. \u201cHumans with agents drive customer success together. Together. That\u2019s how we\u2019re going to win,\u201d he says.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-extending-workforce-capability\"><strong>Extending workforce capability<\/strong><\/h2>\n\n\n\n<p>By performing time-consuming, manual tasks, agents free people to focus on higher value, often more rewarding tasks, such as those that involve empathy (solving tricky customer issues) or critical thinking (finding new ways to solve business problems). Then there is the combination of AI and creativity, which allows time and space for people to come up with new and beneficial products and customer experiences.<\/p>\n\n\n\n<p>Having a greater impact on business growth, because AI agents are taking care of the grunt work, can vastly improve job satisfaction, and enable managers to quickly spot and reward those employees who seize the opportunities human-AI interaction provides.<\/p>\n\n\n\n<p>Great examples of this can be found at Fisher &amp; Paykel, a premium appliance manufacturer selling products in 50 countries. It aims to be the most human-centred appliance brand in the world and is achieving this ambition through the power of Agentforce.<\/p>\n\n\n\n<p>Since implementing Agentforce, Fisher &amp; Paykel has reduced call volumes by 30%, as AI agents provide instant answers to common questions. This allows the contact centre to focus on complex scenarios that require human expertise, ensuring service teams spend their time where it matters most.<\/p>\n\n\n\n<p>When an appliance needs servicing, Agentforce automates key steps. Technicians receive a real-time Work Order Brief, summarising the problem, appliance details, and the customer\u2019s past interactions. By the time they arrive on-site, they have everything they need to complete the job efficiently &#8211; eliminating unnecessary back-and-forth and improving the overall experience.<\/p>\n\n\n\n<p>Beyond service, Agentforce uses a 360-degree view of unified customer data, to deliver truly personalised interactions, anticipating customer needs, and identifying cross-sell and upsell opportunities. With AI-driven insights reducing manual handling and improving efficiency, Fisher and Paykel has seen a return on investment in just six months.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-learn-from-anz-executives-on-the-ai-journey\"><strong>Learn from ANZ executives on the AI journey<\/strong><\/h2>\n\n\n\n<p>We have asked seven ANZ tech leaders, including Fisher and Paykel, about their real-world examples of AI in marketing and AI in customer service, ethical considerations in AI, and their approach to AI governance.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/au\/form\/agentforce\/the-ai-blueprint\/?d=701ed00000N0o62AAB&amp;nc=701ed00000MzaJgAAJ\">Learn firsthand from these Trailblazers at the forefront of generative and agentic AI<\/a> deployments to find out what they are doing, what they have learned, and what they are inspired to do more of.<\/p>\n\n\n\n<div class=\"layout-two 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\">Set your business up for AI success in 2025<\/h2>\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=\"_self\" href=\"https:\/\/www.salesforce.com\/au\/form\/agentforce\/the-ai-blueprint\/?d=701ed00000N0o62AAB&#038;nc=701ed00000MzaJgAAJ\">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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-two.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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-two.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\/au\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-two.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<p><sup><sub>1<\/sub><\/sup><sub>C-suite perspectives on Generative AI (Australia) by YouGov, prepared for Salesforce. The study was conducted online between 16-23 July 2024. It comprised of 288 Australians, 18 years and older, who are C-Suites and above of large businesses (250+ employees).<\/sub><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Agentforce empowers employees to work in a different way with their clients, augmenting the service humans provide to drive customer success.<\/p>\n","protected":false},"author":31,"featured_media":66775,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[3059,2834,2858,3268],"sf_content_type":[],"coauthors":[2454],"class_list":["post-66736","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-ai","sf_topic-generative-ai","sf_topic-artificial-intelligence","sf_topic-data-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>ANZ Leaders Using AI To Deliver Business &amp; Customer Success | Salesforce ANZ<\/title>\n<meta name=\"description\" content=\"Explore how ANZ leaders are leveraging agentic AI for productivity, customer engagement, and workforce transformation with real examples.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Front Office 2.0: Unlocking Service and Efficiency with AI\" \/>\n<meta property=\"og:description\" content=\"Agentforce empowers employees to work in a different way with their clients, augmenting the service humans provide to drive customer success.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:publisher\" content=\"https:\/\/www.facebook.com\/salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2025-03-10T03:44:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-03-25T03:49:09+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"1536\" \/>\n\t<meta property=\"og:image:height\" content=\"1024\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Salesforce\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:creator\" content=\"@salesforce\" \/>\n<meta name=\"twitter:site\" content=\"@salesforce\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Salesforce\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"8 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/3116597fb93569a20b61fd4fe1a932b8\"}],\"headline\":\"Front Office 2.0: Unlocking Service and Efficiency with AI\",\"datePublished\":\"2025-03-10T03:44:16+00:00\",\"dateModified\":\"2025-03-25T03:49:09+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\"},\"wordCount\":1685,\"commentCount\":0,\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg\",\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\",\"name\":\"ANZ Leaders Using AI To Deliver Business & Customer Success | Salesforce ANZ\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg\",\"datePublished\":\"2025-03-10T03:44:16+00:00\",\"dateModified\":\"2025-03-25T03:49:09+00:00\",\"description\":\"Explore how ANZ leaders are leveraging agentic AI for productivity, customer engagement, and workforce transformation with real examples.\",\"inLanguage\":\"en-AU\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg\",\"width\":1536,\"height\":1024},{\"@type\":\"WebSite\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#website\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/\",\"name\":\"Salesforce\",\"description\":\"Learn how to get ahead of trends and supercharge professional relationships\",\"publisher\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\/\/www.salesforce.com\/au\/blog\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-AU\"},{\"@type\":\"Organization\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#organization\",\"name\":\"Salesforce\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/\",\"url\":\"\",\"contentUrl\":\"\",\"caption\":\"Salesforce\"},\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/\"},\"sameAs\":[\"https:\/\/www.facebook.com\/salesforce\",\"https:\/\/x.com\/salesforce\",\"https:\/\/instagram.com\/salesforce\",\"http:\/\/www.linkedin.com\/company\/salesforce\",\"http:\/\/www.youtube.com\/Salesforce\"]},{\"@type\":\"Person\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/3116597fb93569a20b61fd4fe1a932b8\",\"name\":\"Salesforce\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-AU\",\"@id\":\"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/5c0ee1996ec3a82ffd225f681265d95d\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/salesforce-avatar-e1666571807979.png?w=128&h=96&crop=1\",\"contentUrl\":\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/salesforce-avatar-e1666571807979.png?w=128&h=96&crop=1\",\"width\":128,\"height\":96,\"caption\":\"Salesforce\"},\"description\":\"The 360 Blog from Salesforce teaches readers how to improve work outcomes and professional relationships. Our content explores the mindset shifts, organisational hurdles, and people behind business evolution. We also cover the tactics, ethics, products, and thought leadership that make growth a meaningful and positive experience.\",\"url\":\"https:\/\/www.salesforce.com\/au\/blog\/author\/salesforce\/\"}]}<\/script>\n<!-- \/ Yoast SEO Premium plugin. -->","yoast_head_json":{"title":"ANZ Leaders Using AI To Deliver Business & Customer Success | Salesforce ANZ","description":"Explore how ANZ leaders are leveraging agentic AI for productivity, customer engagement, and workforce transformation with real examples.","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/","og_type":"article","og_title":"Front Office 2.0: Unlocking Service and Efficiency with AI","og_description":"Agentforce empowers employees to work in a different way with their clients, augmenting the service humans provide to drive customer success.","og_url":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/","og_site_name":"Salesforce","article_publisher":"https:\/\/www.facebook.com\/salesforce","article_published_time":"2025-03-10T03:44:16+00:00","article_modified_time":"2025-03-25T03:49:09+00:00","og_image":[{"width":1536,"height":1024,"url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg","type":"image\/jpeg"}],"author":"Salesforce","twitter_card":"summary_large_image","twitter_creator":"@salesforce","twitter_site":"@salesforce","twitter_misc":{"Written by":"Salesforce","Est. reading time":"8 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#article","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/"},"author":[{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/3116597fb93569a20b61fd4fe1a932b8"}],"headline":"Front Office 2.0: Unlocking Service and Efficiency with AI","datePublished":"2025-03-10T03:44:16+00:00","dateModified":"2025-03-25T03:49:09+00:00","mainEntityOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/"},"wordCount":1685,"commentCount":0,"publisher":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#organization"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg","inLanguage":"en-AU","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/","url":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/","name":"ANZ Leaders Using AI To Deliver Business & Customer Success | Salesforce ANZ","isPartOf":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage"},"thumbnailUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg","datePublished":"2025-03-10T03:44:16+00:00","dateModified":"2025-03-25T03:49:09+00:00","description":"Explore how ANZ leaders are leveraging agentic AI for productivity, customer engagement, and workforce transformation with real examples.","inLanguage":"en-AU","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/"]}]},{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/blog\/anz-leaders-using-ai-to-deliver-business-amp-customer-success\/#primaryimage","url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg","contentUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg","width":1536,"height":1024},{"@type":"WebSite","@id":"https:\/\/www.salesforce.com\/au\/blog\/#website","url":"https:\/\/www.salesforce.com\/au\/blog\/","name":"Salesforce","description":"Learn how to get ahead of trends and supercharge professional relationships","publisher":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.salesforce.com\/au\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-AU"},{"@type":"Organization","@id":"https:\/\/www.salesforce.com\/au\/blog\/#organization","name":"Salesforce","url":"https:\/\/www.salesforce.com\/au\/blog\/","logo":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/","url":"","contentUrl":"","caption":"Salesforce"},"image":{"@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/logo\/image\/"},"sameAs":["https:\/\/www.facebook.com\/salesforce","https:\/\/x.com\/salesforce","https:\/\/instagram.com\/salesforce","http:\/\/www.linkedin.com\/company\/salesforce","http:\/\/www.youtube.com\/Salesforce"]},{"@type":"Person","@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/3116597fb93569a20b61fd4fe1a932b8","name":"Salesforce","image":{"@type":"ImageObject","inLanguage":"en-AU","@id":"https:\/\/www.salesforce.com\/au\/blog\/#\/schema\/person\/image\/5c0ee1996ec3a82ffd225f681265d95d","url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/salesforce-avatar-e1666571807979.png?w=128&h=96&crop=1","contentUrl":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/salesforce-avatar-e1666571807979.png?w=128&h=96&crop=1","width":128,"height":96,"caption":"Salesforce"},"description":"The 360 Blog from Salesforce teaches readers how to improve work outcomes and professional relationships. Our content explores the mindset shifts, organisational hurdles, and people behind business evolution. We also cover the tactics, ethics, products, and thought leadership that make growth a meaningful and positive experience.","url":"https:\/\/www.salesforce.com\/au\/blog\/author\/salesforce\/"}]}},"jetpack_featured_media_url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg","jetpack_sharing_enabled":true,"distributor_meta":false,"distributor_terms":false,"distributor_media":false,"distributor_original_site_name":"Salesforce","distributor_original_site_url":"https:\/\/www.salesforce.com\/au\/blog","push-errors":false,"primary_topic":{"term_id":2858,"name":"Artificial Intelligence","slug":"artificial-intelligence","term_group":0,"term_taxonomy_id":2858,"taxonomy":"sf_topic","description":"","parent":0,"count":110,"filter":"raw"},"featured_image_url":"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2025\/03\/featured-image-anz-leaders-using-ai-to-deliver-business-amp-customer-success.jpg?w=1536","_links":{"self":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts\/66736","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/users\/31"}],"replies":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/comments?post=66736"}],"version-history":[{"count":16,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts\/66736\/revisions"}],"predecessor-version":[{"id":66854,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/posts\/66736\/revisions\/66854"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/media\/66775"}],"wp:attachment":[{"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/media?parent=66736"}],"wp:term":[{"taxonomy":"sf_topic","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/sf_topic?post=66736"},{"taxonomy":"sf_content_type","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/sf_content_type?post=66736"},{"taxonomy":"author","embeddable":true,"href":"https:\/\/www.salesforce.com\/au\/blog\/wp-json\/wp\/v2\/coauthors?post=66736"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}