Global Delivery Services is helping customers operationalise the Agentforce 360 Platform, enabling enterprises to move from AI experimentation to scalable, real-world agentic execution
Global Delivery Services (GDS), the conduit between customers, Salesforce product engineering, and real-world delivery, plays a central role in helping organisations transition into the Agentic Enterprise. By accelerating Agentforce 360 Platform adoption and strengthening talent readiness, Global Delivery helps customers turn AI ambition into operational reality.
We spoke with Nilotpal Choudhury, Senior Vice President and Services Leader, to reflect on the moments that defined 2025 and how Salesforce is supporting customers as agentic transformation scales.
Q. What are your top five takeaways or defining moments from 2025 regarding the adoption of the Agentforce 360 Platform and AI?
AI adoption moved decisively from experimentation to scaled deployment, with customers increasingly expecting measurable value from day one. Salesforce also saw strong momentum in enterprise-wide Agentforce 360 Platform deployments across industries, signalling a clear shift from proof of concept to real execution. The Agentforce 360 Platform, embedded directly into Salesforce products and workflows, emerged as a core engine of transformation. By combining trusted data with agentic AI, it enables customers to design, implement, and scale outcomes end to end, reinforcing Salesforce’s role as a long-term transformation partner rather than a point-solution provider.
Q. What was the key milestone in driving Agentforce 360 Platform adoption this year, and how did Global Delivery Services translate it into customer impact?
One of the clearest milestones was the accelerated adoption of the Agentforce 360 Platform among customers. They are adopting agents because they solve real problems and deliver tangible value in everyday operations.
Global Delivery Services facilitated the Agentic AI shift by focusing on proactive entities that perceive, reason, plan, act, and adapt in loops, by fusing human creativity with digital efficiency. This helped customers move beyond testing into sustained adoption, with faster time to value and stronger enterprise-wide impact.
By embedding AI-powered automation into delivery processes, implementation cycles shortened and post-launch risk reduced. Customers were able to realise value sooner, while maintaining consistency and quality across regions.
Forward Trajectory: Amplifying Impact: Scaling with Intent and Engineering Future Growth
Q. As enterprises enter the Agentic Era, what should leaders prioritise to ensure AI delivers real business impact?
As enterprises enter the Agentic Era, leaders should prioritise enabling rapid, confident adoption of agentic AI that delivers real business impact. This starts with identifying high-impact use cases and building tailored Agentforce 360 Platform deployments that unify data, processes, and teams on a single agentic platform.
This structured approach helps organisations move from experimentation to scalable outcomes, ensuring agents handle routine tasks while humans focus on innovation and decision-making.
Salesforce is prioritising helping customers enter the Agentic Era with confidence, bringing the ecosystem together early to guide decisions from the very start. As enterprises move beyond automation towards agentic ways of working, the focus remains on translating platform capability into measurable business outcomes.
Closer cross-functional alignment helps to ensure customers are not just deploying technology, but building new capabilities that deliver long-term value, scale, and measurable return as they evolve into Agentic Enterprises.
Q. How did you future-proof talent and skills for the AI era?
Future-proofing talent remained a key focus. Global Delivery launched the Next-Generation Salesforce AI Talent initiative, an internal effort to ensure continuous learning and inclusion were central to this effort, ensuring teams are equipped not only with technical skills, but also with the confidence required to guide customers through complex transformation journeys.
This includes building an AI-ready workforce with innovators and Agentforce 360 Platform specialists, supporting enterprise programs with agents deployed with customers, and adopting an AI-first approach to drive efficiency and speed by productising delivery models.
Q. What strategies will help customers unlock new business value in 2026? What are you watching out for in the coming year?
Customers will unlock new value by embedding agentic capabilities directly into their core operations, with agents working across workflows and decision-making, powered by trusted data.
In 2026, the focus will be on operationalising agentic AI at scale, moving beyond pilots to production-ready deployments that drive real business outcomes. By integrating agents into existing systems with the right governance and reliability, Salesforce helps customers unlock new revenue opportunities, improve efficiency, and build resilience as AI becomes foundational to how the enterprise runs.
This conversation is part of The Five Question Playbook, Salesforce India Newsroom’s year-end series capturing how leaders are turning AI ambition into enterprise reality.
