On The Ground

We are in the Midst of an Interface Revolution, and it is about to Transform the Enterprise – Keynote Recap

“When you put all those things together, you get AIforce,” said Marc Benioff, Chair and CEO, Salesforce at today’s Dreamforce keynote. “You get those capabilities and you get this live interface that untraps the value.”

Salesforce executives, partners, and customers joined Marc Benioff, Chair and CEO, Salesforce to discuss the power of combining AI’s probabilistic intelligence with enterprise intelligence.

As Jensen Huang, President and CEO, NVIDIA said, “The sky’s the limit for every industry, for every single country, so engage AI, don’t get left behind.”

Watch the keynote in under 7 minutes below.

On The Ground

Views from Day 1

Check out some of the photos from Dreamforce Day 1 – from the campground, main keynote, and breakout sessions. For more imagery, visit the Official Dreamforce 2026 media library.

Customer Success

The Adecco Group Rolls Out Agentforce Coworker Across 40 Countries

The Adecco Group announced it is scaling Salesforce’s Agentforce Coworker to more than 40 countries, extending access to roughly 27,000 employees worldwide. The expansion follows a successful pilot in the UK and France and marks one of the largest agentic AI rollouts among Salesforce customers to date.

Denis Machuel, CEO of the Adecco Group, will join Marc Benioff, chair and CEO of Salesforce at the main Dreamforce keynote today to discuss human-centric AI.

We are seeing the biggest redesign of work since the internet; we need to enable our people with technology and new ways of working. Building on our successful recruitment agentification, the rollout of Coworker means our teams have access to a single interface that knows candidate history, client context for the moment when human judgment matters the most.

Denis Machuel, CEO, The Adecco Group

The details:

• The Adecco Group is deploying Agentforce Coworker, built on Anthropic’s Claude and embedded directly in the Salesforce platform, giving sales and recruitment teams a single interface to surface priority prospects, prepare sales briefs, and launch pre-screening, recruiter, or onboarding agents.
• This builds on Adecco’s existing agentic AI recruitment deployment already live across 10 countries, representing 50% of its business revenues, which has driven more than 2.5 million agent-candidate interactions since April 2025.
• The rollout is backed by an unlimited Agentforce 360 enterprise agreement.

Read the full release on Adecco’s newsroom.

15 September

Agentic Enterprise

Dreamforce Day 1 is Here: Salesforce Unveils AIforce, Koa Reasoning Model, and New AI Partnerships

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Salesforce kicked off Dreamforce with a wave of announcements putting AI agents at the centre of the enterprise, spanning new models, deepened cloud partnerships, and industry innovation.

Here’s what you need to know:

• Salesforce unveiled AIforce, extending the full power of its platform to any interface, letting customers bring agentic AI wherever their teams already work. This means businesses can deploy trusted, data-grounded AI across any channel or device without rebuilding their existing tech stack. Read more

• Salesforce introduced Koa, its first CRM reasoning model, built on NVIDIA Nemotron, designed to bring smarter, faster decision-making to every customer interaction. Koa embeds decades of enterprise business knowledge directly into the model, enabling it to reason through complex workflows while operating securely within a company’s trust boundary. Read more

• Salesforce and AWS are putting CRM data, AI agents, and model choice directly into the tools teams already use every day. The expanded partnership lets customers activate Salesforce’s Agentforce capabilities directly within AWS environments, reducing friction between where data lives and where decisions get made. Read more
  
  Salesforce and Google Cloud are unifying infrastructure and agents into one connected AI stack. This gives enterprises a single, streamlined foundation for deploying AI agents across both platforms without added complexity or data silos. Read more

• Siemens and Salesforce are deepening their AI partnership to redefine industrial sales and service. The collaboration brings Agentforce into Siemens’ industrial workflows, helping manufacturing and engineering teams resolve service issues and manage sales processes with greater speed and accuracy. Read more

• Salesforce marked two decades of the Trailblazer Community, celebrating its role in building toward the agentic enterprise. The milestone highlights how a community built on collaboration and shared learning has evolved alongside the platform, now shaping how enterprises adopt agentic AI. Read more

11 September

Agentic Enterprise

Slack’s Road to Dreamforce: Code Channels, Surfaces und was als Nächstes kommt

Im Vorfeld von Dreamforce hat Slack zwei Neuerungen veröffentlicht, die darauf abzielen, Menschen, KI-Agenten und Unternehmensdaten in einem gemeinsamen Arbeitsbereich zusammenzuführen.

Zunächst ermöglichen Slack Code Channels KI-Coding-Agenten von GitHub, Cognition, Anthropic und Vercel, offen mit einem Team zusammenzuarbeiten, statt allein zu arbeiten. Markiert man einen Agenten, erstellt dieser einen eigenen Channel mit Live-Ausgaben, Diffs und Canvas-Integration. Das gesamte Team kann zusehen, sich einbringen und freigeben, bevor etwas live geht. Sehen Sie sich hier die Demo an.

Code Channels bringen diese Arbeit ins Offene, sodass der Rest des Teams sie sehen, mitgestalten und darauf aufbauen kann.

Rob Seaman, EVP and GM, Slack

Anschließend kündigte Salesforce Slack Surfaces an, womit Salesforce-Daten direkt in Unterhaltungen lebendig werden. Man bittet Slackbot einfach, aus den verknüpften Daten einer Organisation ein Dashboard, einen Bericht, eine Präsentation, eine Umfrage oder einen Rechner zu erstellen, und dieser erscheint als live aktualisiertes Element im Channel: anpinnbar, automatisch aktualisierend und einfach per Chat mit Slackbot bearbeitbar. Sehen Sie hier, wie es in der Praxis funktioniert.

Alle Neuigkeiten und weitere Demos finden Sie im Slack Code Channels-Blog hier und zu Slack Surfaces hier.

Erfahren Sie, was auf der Dreamforce als Nächstes kommt:

• Slack Keynote: The Front Door to the Agentic Enterprise (Donnerstag, 17. September, 10:00 Uhr PT)
• Slack Roadmap: Building the Multiplayer OS (Dienstag, 15. September, 9:00 Uhr PDT; Mittwoch, 16. September, 10:30 Uhr)

Customer Success

How Fisher & Paykel Cut Contact Center Volume by Double Digits with Agentic AI

Fisher & Paykel, the luxury appliance maker with 90+ years of product history, is now resolving up to 80% of customer inquiries with autonomous AI agents, cutting contact centre volume by double digits while quadrupling the number of queries its agents handle. At Dreamforce’s Agentic Enterprise City, the company is showing how it built this system.

The challenge was scale without losing context: Fisher & Paykel holds more than 35,000 documents and 100GB of proprietary product knowledge built up over nine decades. Working with Salesforce, the company used Data 360 to unify that data and power Agentforce agents trained on decades of grounded product context.

As Chief Digital Officer Rudi Khoury explained in a recent podcast with Applied AI Australia, his strategy was deliberate: rather than building commodity technology from scratch, he focused the company’s AI agents narrowly on what actually differentiates the brand — proprietary product knowledge and customer trust.

The results:

• High-accuracy service: autonomous agents resolve 60–80% of targeted customer inquiries
• Volume relief: contact center volume dropped by double digits, while AI-agent query handling grew fourfold
• Predictive engagement: the company shifted from reactive troubleshooting to predictive recommendations, like proactive maintenance nudges, cutting customer effort and lifting satisfaction

Stop by Agentic Enterprise City to see how Fisher & Paykel turned 90 years of expertise into an agent-first advantage.

Read Fisher & Paykel’s full story with Salesforce.

Customer Success

Xero’s Agentforce Built for the Way Work Already Happens

“Why Agentforce?” Angad Soin, Managing Director ANZ & Global Chief Strategy Officer at Xero, had a clear answer for Leandro Perez, SVP & CMO ANZ at Salesforce: it’s not about finding the shiniest tool in the room, but choosing the platform that integrates seamlessly into existing daily workflows.

The results speak for themselves: 

• 3x higher email open rates: Deploying an AI-driven SDR agent to scale US expansion tripled email engagement.
• Instant conversions: Over 100 signed partners converted almost immediately.
• Human-centric conversations: By letting the AI handle lead-list heavy lifting, Xero’s sales teams focus purely on building genuine customer relationships.

With no forced behavior shifts or lost productivity to a learning curve, 90% of Xero’s team is now putting saved time straight back into high-value work.

Xero is bringing this story to Dreamforce’s Agentic Enterprise City, alongside two sessions:

• How Xero Built Smarter Agentforce Agents
• How Xero’s Agents Bring World-Class Support to 5M Customers

Watch the highlight clip below, and explore the complete customer story on the Xero Agentforce Showcase Page. 

11 September

Agentic Enterprise

We’re Excited for the Return of Agentic Enterprise City

One of Dreamforce’s most popular stops is back: Agentic Enterprise City returns to the Campground, providing a hands-on showcase of AI agents solving real business problems.

This year’s lineup includes:

• Formula 1’s fan-facing agent built for 831 million global fans
• Xero’s Agentforce with Claude Code resolving 60% of customer inquiries
• IBM’s Slackbot-powered GTM operating system

Take a look back at the experience that got Dreamforce 2025 buzzing — and get a taste of what’s coming next.

Explore this year’s lineup on the Agentic Enterprise City landing page.

Company News

Salesforce Completes Acquisition of Fin – And They’re Coming to Dreamforce 

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Salesforce today announced it has completed its acquisition of Fin, formerly Intercom, an industry-leading customer agent company. The close of the acquisition brings Fin’s customer agent platform and world-class technical AI team to Salesforce, along with an established global customer base of more than 30,000 companies.

Powered by the Fin model suite, the company’s proprietary AI models trained specifically for customer experience, Fin’s AI customer agent resolves complex queries end-to-end across every channel, including live chat, email, WhatsApp, SMS, voice, and Slack – achieving an industry-leading average resolution rate of 76%.

Read the full press release here.

The #1 customer agent meets the #1 CRM… Together, we’re giving companies of every size the ability to deploy trusted AI agents from day one—accelerating time to value and delivering measurable outcomes at scale.

Marc Benioff, Chair and CEO of Salesforce

Fin is attending Dreamforce for the first time this year, with founders and R&D leaders taking the stage to share their vision and demo the product, alongside a booth presence throughout the week.

Catch Fin across several sessions:

• How Fin Delivers Over 90% Resolution Rates for Customers
• SMB & Startup Keynote: 5 turnkey agents, 10x results ft. Fin
• A New Lesson in Leadership: Leading Human & Agent Blended Teams
• Five Massive Changes Coming to Every CX Leader

Agentic Enterprise

Salesforce Introduces the Trusted Enterprise AI Harness

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As agents take on increasingly complex work across every function of the business, including understanding what’s happening, deciding what to do next, and taking action across systems, they need a trusted foundation to do that work reliably, securely, and at scale. That’s the role of Salesforce’s new Enterprise AI Harness, announced today: a new architecture that gives AI a shared understanding of the customer and the business, and enables it to act with trust.

The Harness brings together six capabilities spanning context, agency, action, governance, security, and models, delivered through a common, composable architecture built on the customer relationships, processes, and controls already running the business.

An Enterprise AI Harness makes these capabilities reusable across the enterprise: context can be shared across agents and models, actions and workflows can be securely invoked wherever needed, and governance and security applied consistently as AI moves across the business.

Salesforce is drawing on core technologies from Data 360, Informatica, MuleSoft, Agent Fabric, Tableau, Agentforce, Salesforce Guardian, and the Salesforce Platform to power it.

Read the full article. 

Agentic Enterprise

Salesforce’s Agentforce 360 Powers the Future of Chess with FIDE

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Salesforce today announced a landmark multi-year partnership with FIDE, the International Chess Federation, becoming Title Sponsor of the FIDE World Championship Matches 2026–28 and official AI partner of the FIDE World Chess Championship and FIDE Rankings.

The partnership brings the full power of Agentforce 360 (including Slack) to unify FIDE’s operations, player rankings, and fan engagement for over 800 million global chess fans worldwide. Highlights include:

• A Chess Concierge Agent answering questions on ratings and live tournaments for 1.2 million monthly visitors
• An ELO Player Rating Agent offering conversational player lookups and predictive insights
• Data 360 unifying FIDE’s database of active online players and 60,000+ annual event streams into consolidated, real-time fan and player profiles

FIDE CEO Emil Sutovsky called it “a landmark agreement,” while Interim President Viswanathan Anand said the deal “places chess at the heart of technological innovation.”

“Chess is one of the world’s most beloved games, cherished by hundreds of millions of people across every culture and corner of the globe. We’re truly honored to partner with FIDE and bring the power of the Agentic Enterprise to a sport with such rich history and passionate fans,” said Patrick Stokes, President, Applications and Marketing, Salesforce.

Read the full press release here.

Guests at Dreamforce can find FIDE on Howard Street, featuring interactive AI chess demos and live grandmaster exhibition matches!

Agentic Enterprise

The Next Wave of AI: Frank Fillmann on Navigating Trust, Cost and Return on Investment

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Writing on the ANZ newsroom ahead of Dreamforce, Frank Fillmann, EVP and GM, Australia and New Zealand, Salesforce, reflects on three years of conversations with local business leaders about what AI means for their people, customers, and growth. The focus now, he says, has shifted to moving fast to capture the AI opportunity while carefully managing trust, cost, and ROI.

Customers are seeing real ROI today. EasyPark has reported 40 per cent year-on-year growth, supported by Agentforce. The Grout Guy has also grown 40 per cent year-on-year. Meanwhile, Sutton Tools saw online orders increase fourfold in the year they first started implementing Agentforce.

Frank Fillmann, EVP and GM, Australia and New Zealand, Salesforce

Fillmann explains how probabilistic AI, which interprets context and reasons through complex problems, needs to work alongside deterministic systems that provide the trusted data, business rules, permissions, and workflows organizations rely on daily. He also points to Trailhead, Salesforce’s free learning platform, as key to helping teams adopt approved, trusted AI responsibly.

He previews Dreamforce 2026 as a pivotal moment for accelerating ANZ’s agentic enterprise transformation. Read the full article.

Agentic Enterprise

The AI Execution Gap: Why Tools Aren’t Transformation

Organisations are feeling the pressure to move faster on AI, but speed alone doesn’t guarantee value. Speaking to the Applied AI Australia podcast,  Leandro Perez, SVP & CMO ANZ at Salesforce  highlighted a challenge that will be echoed across Dreamforce stages: many businesses struggle to adapt their operational models around AI enough to convert technological capability into real enterprise value. 

That disconnect is the “AI execution gap.” While top-down strategy sets the vision, closing the gap requires cross-functional leadership that connects domain experts with technical teams to address three critical questions: 

• What’s the job to be done?
• What are we actually trying to improve?
• What data and context do we need to solve it well?

This shift toward trusted, governed execution is precisely what Dreamforce attendees will explore across the Campground, where humans and Agentforce agents collaborate side by side in everyday workflows. 

Listen to the full episode here. 

10 September

Agentic Enterprise

Claudeforce: Salesforce and Anthropic Bring Claude Into the Enterprise Harness

Salesforce and Anthropic have announced Claudeforce, an expanded strategic partnership bringing together “the world’s #1 AI and #1 CRM”. The partnership integrates Claude directly across the Salesforce ecosystem via the new AIforce UI harness, Headless 360, Data 360, Tableau, and Slack.

The Claudeforce integration builds on Headless 360, which enables AI agents to access Salesforce data, business logic, workflows, and governed actions directly. 

Probabilistic intelligence alone doesn’t run a company, and deterministic systems don’t reason. By fusing Claude’s extraordinary reasoning with the trusted data, workflows, and governance every enterprise runs on, we’re delivering a dynamic interface that thinks, reasons, and acts. This is how every business will run.

Marc Benioff, Chair & CEO, Salesforce

More details:

• Salesforce in Claude: Launches with 37 prebuilt sales skills, including meeting prep, deal health review, and pipeline review, available now to select pilot customers, with open beta in September 2026.
• Claude in Agentforce: Claude becomes available inside Agentforce as the reasoning model for the Atlas Reasoning Engine.
• Claude in Slack: Claude is now the default model for Slack, powering Slackbot, which has already driven 8.1 million annualized productivity hours for Salesforce employees — growing more than 2x quarter-over-quarter. 

Through this partnership, companies can point Claude at the customer information and business context they’ve been building in Salesforce for decades, and use it to actually run and grow their businesses.

Dario Amodei, CEO & Co-Founder, Anthropic

Read the announcement here, and watch this video to find out more.

We’re excited to hear from Dario Amodei, Co-Founder & CEO of Anthropic, at Dreamforce too.

Customer Success

Why SMBs Are Winning the AI Race

Small and medium businesses are scaling AI faster than almost anyone else — and it’s not despite their size, it’s because of it. In the latest episode of How SMBs Are Winning the AI Race, Leandro Perez, SVP & CMO ANZ at Salesforce sits down with Stephanie Wells, Head of Small Business at Salesforce ANZ, to unpack why: less red tape, fewer legacy systems, and lean teams that can move the moment new tech proves its worth.

Three ANZ stories bring the case to life:

• The Grout Guy implemented Agentforce in 18 weeks, driving 40% business growth and a 50% drop in customer service cases
• El Jannah automated 60% of inbound enquiries with AI agents, freeing up leadership to focus on nationwide expansion
• Coffee Supreme saw meaningful value in just 12 weeks after integrating Salesforce and Slack

The broader theme taking over Dreamforce stages next week: SMBs are shifting from long multi-month IT deployments to realizing real ROI in weeks, with many leveraging “vibe coding” to deploy agents faster.

Every SMB will become an agentic enterprise.

Stephanie Wells,Head of Small Business at Salesforce ANZ

See SMB innovation live at Dreamforce: 

• Customer Success Keynote: Achieving What’s Possible – Catch The Grout Guy live on stage to share how fast-moving businesses build and scale AI agents.

Watch the episode below.

9 September

Trust

Trust Is the Foundation for Government AI. Here’s the Proof

Before AI can scale in government, citizens have to trust it. That’s the core message is taking centre stage at Dreamforce, and follows the release of Trust Imperative 5.0, new joint research from Salesforce, BCG, and the Centre for Public Impact. The report arrives as weekly AI usage among citizens has risen more than 25% since 2024.

The research highlights New South Wales as a benchmark for governance security: the state compressed a complex, specialist-heavy risk review process from 40 hours down to just 15 minutes using trusted automation.

To earn genuine public trust in AI, we need to build for the citizen outcome — which includes keeping data safe, producing accurate results, and delivering on the deeply human side of government service.

Gisele Kapterian, Salesforce’s Public Sector Strategy Lead ANZ

The report outlines nine practical steps for public sector leaders to accelerate AI adoption without compromising trust, from smarter risk triage to continuous workforce literacy. 

Read the full story: New Global Research Outlines How Governments Can Accelerate AI Implementation.

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Insights

Agentic Enterprise Index: The Data Behind the Agentic Enterprise

If you’re hearing the term Agentic Enterprise on every stage at Dreamforce next week, Salesforce’s new Agentic Enterprise Index provides the hard data to back it up. The index proves that autonomous agents aren’t just a future vision, they’re delivering real-world ROI right now across industries. 

Activated agents nearly tripled (3x) this fiscal year, with agent creation time cut by 53%.

Key takeaways from the data:

• Adoption is surging: activated agents nearly tripled (3x) this fiscal year, with agent creation time cut by 53%
• Agents are getting smarter: average skill sets tripled from 2 to 6 unique skills — jumping up to 350% during peak demand like holiday retail
• Real business impact: retailers using AI agents saw 4x higher YoY holiday sales growth (8% vs. 2%)
• Trust is climbing: weekly employee usage tripled, and escalation rates held steady at 32% even as agent-handled conversations scaled 170x
• No one-size-fits-all path: two winning strategies emerged — high-volume/task-specific (retail, travel) vs. versatile/multistep (manufacturing, financial services, public sector, healthcare)

Two winning strategies emerged — high-volume/task-specific vs. versatile/multistep.

How to Experience the Agentic Enterprise at Dreamforce:

Watch the keynotes:

Catch Marc Benioff, Chair & CEO, Salesforce, on the Main Stage (or stream the replay on Salesforce+) to see these real-time agent deployment strategies in action.

Get hands-on in the Campground:

Head to Agentic Enterprise City inside the Main Campground for a hands-on showcase of AI agents solving real business problems.

Explore this year’s lineup on the Agentic Enterprise City Landing Page. 

Attend breakout sessions:

Use Agenda Builder to find industry deep dives on scaling high-volume vs. multi-step agents.

Agentic Enterprise

Headless 360 Goes Enterprise-Wide Ahead of Dreamforce

On the road to Dreamforce, Salesforce announced a major expansion of Headless 360, extending it across Marketing, Sales, Service, Commerce, MuleSoft, Informatica, Tableau, and the broader platform. The goal: turn every Salesforce cloud into reusable enterprise capabilities that any authorised AI agent can securely discover and use through open standards.

At Dreamforce, the keynote Headless 360: Anywhere Humans and Agents Work will show how these capabilities work in practice.

Find out more about Headless 360 here and in the video below:

Agentic Enterprise

How Did We Get Here? Sydney, Melbourne, and a New Home Base

Before landing in San Francisco, Salesforce ANZ’s road to Dreamforce ran through two major stops.

Sydney kicked things off in February, bringing together 10,000+ attendees. As Leandro Perez, SVP & CMO ANZ at Salesforce declared on stage: “In 2026, AI is no longer a question of belief; it’s a question of execution.”

In 2026, AI is no longer a question of belief; it’s a question of execution.

Leandro Perez, SVP & CMO Salesforce ANZ

ANZ customer stories drove the point home — DonateLife Victoria reclaimed 1,500 minutes of critical care time per coordinator using Agentforce as a clinical support tool, while Zurich Australia turned a days-long death certificate process into a near-instant service.

In June, Melbourne picked up the thread. Trailblazers like Kogan, EasyPark, OVO Energy, and Bermad Water Technologies showed execution in practice – EasyPark improving customer response times by 25%.

Melbourne also marked a major infrastructure milestone: expanding Salesforce’s local home base at 55 Collins Street. 

This purpose-built space brings our entire Melbourne team together under one roof, giving our employees, customers, and partners the right environment to connect, co-innovate, and lead in the agentic era.

Relina Bulchandani, EVP of Real Estate and Workplace Services

Two cities, one thread: Australia isn’t just adopting agentic AI, it’s building the home base to lead it.

8 September

Agentic Enterprise

Get Ready for Dreamforce 2026: Live from San Francisco

Dreamforce 2026 is where the question gets answered: what does it actually take to become an Agentic Enterprise? Through live demos, visionary speakers, and three days of breakthrough moments in San Francisco, this is where humans and agents work together, at scale, to drive real business impact.

From keynote to customer stories to exclusive on-the-ground moments, our Dreamforce 2026 Live coverage will deliver reporting throughout the week. The news team will be updating this page with the latest news and insights as they happen.

At the event? Check in here for highlights you may have missed.

Following from afar? Join us to get a sense of what it’s really like on the ground — or tune in free on Salesforce+ for keynotes and sessions live and on demand.

Find out more about Dreamforce here: