{"id":12006,"date":"2025-04-10T06:00:00","date_gmt":"2025-04-10T13:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=12006"},"modified":"2025-04-10T23:21:05","modified_gmt":"2025-04-10T13:21:05","slug":"agentic-maturity-model","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/agentic-maturity-model\/","title":{"rendered":"The Agentic Maturity Model: A 4-Step Roadmap for CIOs to Succeed in the Agentic Era"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-media-wrapping-container\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<figure class=\"wp-block-embed alignright is-type-video is-provider-vidyard wp-block-embed-vidyard\"><div class=\"wp-block-embed__wrapper\">\n<script type=\"text\/javascript\" async src=\"https:\/\/play.vidyard.com\/embed\/v4.js\"><\/script><img decoding=\"async\"  style=\"width: 100%; margin: auto; display: block;\"  class=\"vidyard-player-embed\"  src=\"https:\/\/play.vidyard.com\/H2MaQFmuuK9SpC4XU7S4Pc.jpg\"  data-uuid=\"H2MaQFmuuK9SpC4XU7S4Pc\"  data-v=\"4\"  data-type=\"inline\"  data-width=\"500\"  data-height=\"187\"\/>\n<\/div><\/figure>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/cio-ai-trends\/\" target=\"_blank\" rel=\"noreferrer noopener\">84%<\/a> of CIOs believing <a href=\"https:\/\/www.salesforce.com\/au\/artificial-intelligence\/what-is-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> will be as significant to business as the internet, strategic implementation is a competitive necessity. But many organizations aren\u2019t sure where to start, how to scale <a href=\"https:\/\/www.salesforce.com\/au\/agentforce\/what-are-ai-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a>, or how to measure success.<\/p>\n\n\n\n<p>To provide a structured path for CIOs and IT leaders, Salesforce developed the <strong>Agentic Maturity Model<\/strong>, outlining four key stages of progression and actionable steps for advancement.<\/p>\n\n\n\n<p>&#8220;While agents can be deployed quickly, scaling them effectively across the business requires a thoughtful, phased approach,&#8221; said Shibani Ahuja, SVP of Enterprise IT Strategy at Salesforce. &#8220;Understanding the progression of AI agent capabilities is crucial for long-term success, and this framework provides a clear roadmap to help organizations move toward higher levels of AI maturity.&#8221;<\/p>\n<\/div><\/div>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>While agents can be deployed quickly, scaling them effectively across the business requires a thoughtful, phased approach.<\/p>\n<cite>Shibani Ahuja, SVP of Enterprise IT Strategy at Salesforce<\/cite><\/blockquote>\n\n\n\n<p>This structured approach is already supporting companies investing in AI-driven automation, including:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Wiley: <\/strong>\u201cAI is complex and rapidly evolving, and a lot of leaders do not necessarily have clear visibility into where it\u2019s going next,\u201d said Kevin Quigley, Director of Process Improvement at Wiley, a multinational publisher of education materials. \u201cAs Wiley invests in agents, this model articulates how these solutions will come together as the technology matures and ensures that the building blocks we create today will set us up for success in the agentic future.\u201d<\/li>\n\n\n\n<li><strong>Alpine Intel:<\/strong> \u201cAs a business handling high volumes of insurance claims, every minute we save counts. Salesforce\u2019s framework brings order to what can feel like chaos, offering a clear path for how and when to scale agentic capabilities,\u201d said Kelly Bentubo, Director of Architecture at Alpine Intel, an insurance solutions provider. \u201cIt not only helps us identify where we are today, but sparks ideas for what\u2019s next \u2014 from creating time-saving summaries to exploring multi-org applications across our acquisitions. That kind of clarity is rare in emerging tech, and exactly what we need to turn vision into value.\u201d<\/li>\n<\/ul>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter prevent-download\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"12005-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"890\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12005\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png 1600w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=300&amp;h=167 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=768&amp;h=427 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=1024&amp;h=570 1024w, 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data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter prevent-download\"><img loading=\"lazy\" decoding=\"async\" width=\"1600\" height=\"890\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-12005\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png 1600w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=300&amp;h=167 300w, 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https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=500&amp;h=278 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=678&amp;h=377 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=150&amp;h=83 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=347&amp;h=193 347w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/04\/AD_4nXewl6Hpd6WI6vv8m6FVvEPtfCRrBtt4W9Vh-uz9htddkmyNRkxdSdB8pdWBcKANld_6zca4OTAn77EUV2CmdUGCZxSFhHDS8NFEL4WOfVnaeQCiP5rWzB9KlloXzGK_YlFirL2v.png?w=1218&amp;h=678 1218w\" sizes=\"auto, (max-width: 1600px) 100vw, 1600px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-four-levels-of-agentic-maturity\"><strong>The four levels of agentic maturity<\/strong><\/h2>\n\n\n\n<p>Many organizations are still in the early stages of agentic AI adoption, having deployed chatbots and co-pilots. The next step is moving toward true agents that can operate autonomously and collaborate with humans. Here are the four levels of agentic maturity to guide that journey.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-level-0-fixed-rules-and-repetitive-tasks-chatbots-and-co-pilots\"><strong>Level 0: Fixed Rules and Repetitive Tasks (Chatbots and Co-pilots)<\/strong><\/h2>\n\n\n\n<p><strong>What it is: <\/strong>Automation of repetitive tasks using predefined rules, with no reasoning or learning capabilities. At this level, chatbots and co-pilots are primarily focused on retrieving information (e.g., answering FAQs or handling basic inquiries). They help automate tasks, but do not recommend actions or take further steps. The shift to agentic AI begins when an agent moves beyond simply retrieving information to using reasoning to recommend or take action autonomously, as seen in higher levels of maturity.<\/p>\n\n\n\n<p><strong>Example:<\/strong> Chatbots handling basic service inquiries, like password resets or FAQ responses, following simple decision trees without adapting to new information<\/p>\n\n\n\n<p><strong>How companies can advance from Level 0 to Level 1:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identify use cases where chatbots and co-pilots are limited by rigid decision trees, and explore opportunities for reasoning capabilities to improve outcomes.<\/li>\n\n\n\n<li>Conduct time studies to quantify capacity saved by having agents automate tasks and recommend actions.<\/li>\n\n\n\n<li>Select use cases aligned with the organization\u2019s risk tolerance and establish a mitigation strategy (e.g., Employee-facing Agent vs. Customer-facing Agent in regulated industries).<\/li>\n\n\n\n<li>Ensure data quality and availability by starting with a harmonized data source (e.g., one CRM Org) and plan for a broader data strategy as maturity increases.<\/li>\n\n\n\n<li>Focus not only on time savings but also on value and personalized customer experiences.<\/li>\n\n\n\n<li>Quantify time savings and demonstrate early efficiency metrics, such as reduced response times and cost savings from automation.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-level-1-information-retrieval-agents\"><strong>Level 1: Information Retrieval Agents<\/strong><\/h2>\n\n\n\n<p><strong>What it is: <\/strong>Agents that assist humans by retrieving information and recommending actions.<\/p>\n\n\n\n<p><strong>Example:<\/strong> An agent pulling data from a knowledge base to suggest the next steps for a customer support ticket, such as recommending relevant troubleshooting articles or escalating the issue.<\/p>\n\n\n\n<p><strong>How to advance from Level 1 to Level 2:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Shift from recommendations to actions, allowing agents to autonomously execute tasks, reducing manual error and speeding up completion.<\/li>\n\n\n\n<li>Harmonize additional data, ensuring it is cleansed, transformed, and pre-processed as new sources are integrated.<\/li>\n\n\n\n<li>Establish a broader governance framework with testing methods, performance metrics, and continuous monitoring.<\/li>\n\n\n\n<li>Consider how user feedback will be gathered and incorporated.<\/li>\n\n\n\n<li>For customer-facing agents, ensure brand consistency is reflected.<\/li>\n\n\n\n<li>Measure ROI based on efficiency and effectiveness metrics like time savings, case deflection rates, and customer satisfaction.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-level-2-simple-orchestration-single-domain\"><strong>Level 2: Simple Orchestration, Single Domain<\/strong><\/h2>\n\n\n\n<p><strong>What it is:<\/strong> Agents that autonomously orchestrate low complexity tasks in a <a href=\"https:\/\/www.salesforce.com\/blog\/what-are-data-silos\/\" target=\"_blank\" rel=\"noreferrer noopener\">siloed data<\/a> environment.<\/p>\n\n\n\n<p><strong>Example:<\/strong> An agent that schedules meetings and automates follow-up emails using data from internal calendar and email systems.<\/p>\n\n\n\n<p><strong>How to advance from Level 2 to Level 3:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Decide whether to build one multi-functional agent or multiple agents working together to achieve common goals. Consider latency impacts when choosing between a mega-agent or specialized agents.<\/li>\n\n\n\n<li>Grant agents access similar to human workers, ensuring separation of duties and applying the principle of least privilege.<\/li>\n\n\n\n<li>Design architecture to support future complexity, incorporating standards and protocols to avoid constant re-architecture.<\/li>\n\n\n\n<li>Use out-of-the-box API connectors to extend agents\u2019 capabilities beyond single domains.<\/li>\n<\/ul>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tThe Key to Tapping the $6T Digital Labor Opportunity?\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/news\/stories\/unlocking-digital-labor-opportunity\/\" target=\"_blank\">\n\t\t\t\t<span>FIND OUT <\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-level-3-complex-orchestration-multiple-domain\"><strong>Level 3: Complex Orchestration, Multiple Domain<\/strong><\/h2>\n\n\n\n<p><strong>What it is: <\/strong>Agents that autonomously orchestrate multiple workflows with harmonized data across multiple domains.<\/p>\n\n\n\n<p><strong>Example:<\/strong> An agent handling complex cross-department workflows, such as managing the sales pipeline while pulling data from <a href=\"https:\/\/www.salesforce.com\/au\/crm\/what-is-crm\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">CRM<\/a>, customer service tickets, and financial reports to create a holistic customer view.<\/p>\n\n\n\n<p><strong>How to advance from Level 3 to Level 4:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Focus on use cases that require real-time, cross-domain agent collaboration, optimizing complex workflows with dynamic agent teams.<\/li>\n\n\n\n<li>Develop a universal agent communication layer (APIs, &#8220;agent bus&#8221;) for seamless collaboration.<\/li>\n\n\n\n<li>Implement dynamic agent discovery (registration, de-registration, and de-duplication) for ongoing maintenance.<\/li>\n\n\n\n<li>Design a scalable architecture that supports any-to-any agent interactions.<\/li>\n\n\n\n<li>Establish fine-grained access control, security policies, and a robust governance framework covering auditability, error handling, and transparency.<\/li>\n\n\n\n<li>Create layered human\/AI supervision based on a risk framework.<\/li>\n\n\n\n<li>Develop a sustainable AI Agent Lifecycle Management methodology.<\/li>\n\n\n\n<li>Measure ROI by assessing efficiency, effectiveness, experience, and risk mitigation.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-level-4-multi-agent-orchestration\"><strong>Level 4: Multi-Agent Orchestration<\/strong><\/h2>\n\n\n\n<p><strong>What it is: <\/strong>Any-to-any-agent operability across disparate stacks with agent supervision.<\/p>\n\n\n\n<p><strong>Example:<\/strong> Multiple agents from different systems collaborating to autonomously process orders, manage inventory, and route customer feedback across various departments in real time.<\/p>\n\n\n\n<p><strong>How to maximize value:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Evolve security and governance for ecosystem-wide collaboration<\/li>\n\n\n\n<li>Explore new business models enabled by agent collaboration<\/li>\n\n\n\n<li>Develop metrics to quantify multi-agent system value<\/li>\n\n\n\n<li>Create feedback mechanisms to improve agent interactions<\/li>\n\n\n\n<li>Measure ROI by tracking overall business impact from multi-agent collaboration (e.g., revenue growth, cost savings, customer retention)<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-beyond-the-technology-critical-considerations-for-agent-implementation\"><strong>Beyond the technology: Critical considerations for agent implementation<\/strong><\/h2>\n\n\n\n<p>&#8220;Organizations must look beyond the technology and consider the broader organizational impact,&#8221; said Ahuja. &#8220;This includes data readiness, security, and the need for a collaborative human-agent workforce.&#8221;<\/p>\n\n\n\n<p>AI agents require more than just technical implementation \u2014 they demand a strong foundation in strategy, data, security, and workforce readiness. Organizations must align AI initiatives with business goals, ensure high-quality and integrated data sources, establish governance frameworks as agent autonomy increases, and invest in upskilling teams to foster seamless human-agent collaboration. Addressing these pillars accelerates adoption and drives sustainable AI maturity.<\/p>\n\n\n\n<aside class=\"more-from-block more-from-block--2 alignfull wp-block-newsroom-moreontopic\">\n\t<div class=\"more-from-block__content\">\n\t\t\t\t\t<h4 class=\"more-from-block__title\">Related<\/h4>\n\t\t\n\t\t<div class=\"more-from-block__cards more-from-block__cards--2\"\n\t\t\t\t>\n\t\t\t\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13204\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=1024\" class=\"content-card__image\" alt=\"A screenshot of the Quadstar COMS Sales Console showing an SD-WAN quote interface\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=768&amp;h=432 768w, 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https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2026\/02\/Salesforce-Launches-Telco-Specific-Agents-to-Improve-Customer-Service-and-Maximize-Revenue.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/agentforce-for-communications-announcement\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tSalesforce Launches Agentforce for Communications to Turn Every Customer Interaction into a Growth Opportunity for Telcos\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\n\n<article\t\t\titemscope=\"\"\n\t\titemtype=\"https:\/\/schema.org\/Article\"\n\t\tdata-card-id=\"13114\"\n\t\tclass=\"content-card content-card--large-inline is-entire-area-clickable content-card--is-boxed\"\n\t\t\tdata-clickable-area-link=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t>\n\t\t\t<div class=\"content-card__image-container\" itemprop=\"image\" itemscope itemtype=\"https:\/\/schema.org\/ImageObject\">\n\t\t\t<img width=\"1024\" height=\"576\" src=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024\" class=\"content-card__image\" alt=\"How Conversation Design Enables Agentic AI\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png 1200w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/au\/news\/wp-content\/uploads\/sites\/19\/2025\/12\/Lets-Talk_-How-Conversation-Design-Enables-the-Agentic-Enterprise.png?w=343&amp;h=193 343w\" \/>\t\t\t\t\t<\/div>\n\t\n\t<div class=\"content-card__content-container content-card__content-container--style-\">\n\t\t\n\t\t\n\t\t\t\t\t<h3 itemprop=\"headline\" class=\"content-card__title\">\n\t\t\t\t\t\t\t\t\t<a\n\t\t\t\t\t\thref=\"https:\/\/www.salesforce.com\/au\/news\/stories\/state-of-sales-report-2026\/\"\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t\ttarget=\"_blank\"\n\t\t\t\t\t\t\t\t\t\t\t\tclass=\"content-card__title-link\"\n\t\t\t\t\t>\n\t\t\t\t\t\t\t\tThe Productivity Gap: New Survey Shows ANZ Sales Teams Are Betting On AI Agents To Help\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\n\t\t\t\t\t<div itemprop=\"readTime\" class=\"content-card__read-time\">\n\t\t\t\t6 min read\t\t\t<\/div>\n\t\t\n\t\t\t<\/div>\n\n<\/article>\n\n\t\t<\/div>\n\t\t<noscript>\n<div class=\"pagination-fallback\">\n\n\t\t<a href=\"https:\/\/www.salesforce.com\/au\/news\/wp-json\/wp\/v2\/posts\/12006\/page\/2\/?bc=OTH#section-title\">\n\t\t\tOlder Posts\t\t<\/a>\n\t\t<\/div>\n<\/noscript>\n\t<\/div>\n<\/aside>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-learn-more\"><strong>Learn More:<\/strong><\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Read more about agents through the launch of <a href=\"https:\/\/www.salesforce.com\/au\/news\/press-releases\/2025\/03\/05\/agentforce-2dx-news\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce 2dx<\/a><\/li>\n\n\n\n<li>Dive deeper into <a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/cio-ai-trends\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce\u2019s CIO research<\/a><\/li>\n\n\n\n<li>See Agentforce in action with <a href=\"https:\/\/www.salesforce.com\/news\/stories\/video\/alpine-intel-transforms-claims-processing-agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Alpine Intel<\/a><\/li>\n\n\n\n<li>Here\u2019s how <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2025\/03\/04\/1800accountant-agentforce-customer-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">1-800Accountant<\/a> is scaling its expertise during tax season with Agentforce<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>With 84% of CIOs believing AI will be as significant to business as the internet, strategic implementation is a competitive necessity. But many organizations aren\u2019t sure where to start, how to scale AI agents, or how to measure success. To provide a structured path for CIOs and IT leaders, Salesforce developed the Agentic Maturity Model, [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":12004,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1114],"sf_topic":[4027,1092,3552,1117],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1094],"sf_collection":[3431],"sf_visibility":[],"coauthors":[],"class_list":["post-12006","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-artificial-intelligence","sf_topic-agents","sf_topic-artificial-intelligence","sf_topic-enterprise-ai","sf_topic-modern-work","sf_location-global","sf_collection-cio-corner"],"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>Salesforce releases agentic maturity model for enterprises - Salesforce<\/title>\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\/news\/stories\/agentic-maturity-model\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"The Agentic Maturity Model: A 4-Step Roadmap for CIOs to Succeed in the Agentic Era\" \/>\n<meta property=\"og:description\" content=\"With 84% of CIOs believing AI will be as significant to business as the internet, strategic implementation is a competitive necessity. 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