Just like in life, the only constant in technology is change. In this article, you\u2019ll hear predictions from leaders across Salesforce for how technology will shape the future, including:<\/p>\n\n\n\n
What is Salesforce<\/a>? Salesforce is the global leader in customer relationship management (CRM)<\/a>, helping companies connect with customers in a whole new way. Salesforce enables companies of every size and industry to digitally transform around their customers by harnessing the power of data, AI, CRM, and trust to make every customer experience more personal, valuable, and memorable.<\/p>\n\n\n\n Salesforce leaders are on the front lines of the latest trends, technologies, and challenges impacting businesses. They bring expertise and insight from market analysis, customer conversations, and more to help reveal what tomorrow might bring.<\/p>\n\n\n\n Desk workers estimate generative AI will save them five hours per week<\/a>. This presents an exciting new opportunity for companies; tapping into their teams\u2019 creativity, strategic thinking, and innovation like never before. Here\u2019s what Salesforce experts expect that will look like in the workplace.<\/p>\n\n\n\n \u201cSixty percent of executives<\/a> say they are primarily measuring their team\u2019s productivity by tracking activity metrics, like hours worked or emails sent. But this will change with widespread use of AI in the workplace, as we start to see AI replace much of the mundane, repetitive work that we have long measured as productivity inputs. <\/p>\n\n\n\n In the next year, businesses will transform the way they measure performance and productivity to focus on outcomes like products launched or leads generated, instead of inputs. To do this, leaders will need to shift their mindset from measuring activity to measuring impact. They\u2019ll need to clearly define the results they want to see and support their teams in aligning individual efforts against these clear objectives.\u201d \u2013 Christina Janzer, SVP of Research & Analytics, Slack<\/p>\n\n\n\n \u201cA primary objective for AI over the next year is using the technology to achieve full autonomy within enterprises, where standard workflows can be entirely automated. There is massive potential for AI to automate every mundane task, from order processing to financial settlement and post-sales support. <\/p>\n\n\n\n By identifying repetitive tasks and leveraging data integrations to make informed predictions and generate automations, AI is well-poised to absorb today\u2019s routine work patterns and free our time for more fulfilling, productive, and profitable work.\u201d \u2013 Param Kahlon, EVP and GM, Automation & Integration, Salesforce<\/p>\n\n\n\n AI is well-poised to absorb today\u2019s routine work patterns and free our time for more fulfilling, productive, and profitable work.<\/p>\n\n\n\n <\/p>\n<\/blockquote>\n\n\n\n \u201cHistorically low unemployment rates have exacerbated the problem of retaining customer service employees. Generative AI can lead to reduced recruitment costs as it drives up levels of self-service and improves agent productivity.\u201d \u2013 <\/strong>Ed Thompson, Market Strategist, Salesforce<\/p>\n\n\n\n \u201cThe average desk worker is struggling with information overload. In fact, data silos add up to over 11 hours wasted a week<\/a>. In the next year, we’ll start to see the very real impact of generative AI on how we work, interact with that data, and think about productivity.<\/p>\n\n\n\n This will start with capabilities like AI-powered knowledge retrieval, which I believe best and most immediately capitalize on getting value from customer\u2019s existing data. Longer term, the productivity outputs will really move with more advanced generative AI capabilities like task automation and the ability to proactively surface trends and insights.\u201d \u2013 Jackie Rocca, VP of Product, AI & Expansion, Slack<\/p>\n\n\n\n \u201cChatbots and virtual assistants will simplify the employee experience by automatically booking the right space for a team\u2019s needs. AI will also provide quick responses to inquiries, guide employees to resources, and facilitate service requests. And, AI will drive proactive employee engagement and experience, predicting the spaces and services employees need to thrive before employees even know they need them.\u201d \u2013 Relina Bulchandani, EVP, Real Estate and Workplace Services, Salesforce <\/p>\n\n\n\n \u201cToday\u2019s top talent expects more from their company than just a paycheck. To adjust, companies will place a renewed focus on workplace culture and supporting employees both inside and outside of the workplace. These investments will lead to higher employee satisfaction, better retention, and overall business success. Companies that choose to focus on these areas will continue to lead.\u201d \u2013 David Ard, Head of Employee Success, Slack and Salesforce<\/p>\n\n\n\n There\u2019s a reason that 77% of business leaders<\/a> are worried their company is missing out on generative AI: the promise of not just what the technology can do, but its cumulative and expanding impact on business and industry. Here\u2019s how Salesforce\u2019s top minds see the next year of generative AI\u2019s impact.<\/p>\n\n\n\n \u201cThis starts with software development, customer service, sales, and marketing, but in reality, AI will ultimately touch every department and workstream. Another big step forward will come when large language models (LLMs) are tapped not just for content generation and analysis, but decision-making and workflow automation. As AI advances and features like AI Agents<\/a> are deployed more widely, the efficiency will increase, creating a cycle of improvement.Six predictions show how AI will transform the future of work<\/h2>\n\n\n\n
1. AI will transform how we think about (and measure) human productivity.<\/h5>\n\n\n\n
2. As AI grows more autonomous, it will free up time for more impactful work.<\/strong><\/h5>\n\n\n\n
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3. AI\u2019s reach will offset something very human: Agent attrition.<\/strong><\/h5>\n\n\n\n
4. Companies will use their data plus AI to get faster and more productive.<\/strong><\/h5>\n\n\n\n
5. AI will make the workplace smarter.<\/strong><\/h5>\n\n\n\n
6. Companies will adjust and adapt in an AI-driven workplace renaissance<\/strong>.<\/h5>\n\n\n\n
Five ways generative AI will change the future of business<\/h2>\n\n\n\n
1. Generative AI will become fully operationalized for use across the enterprise.<\/strong><\/h5>\n\n\n\n
And while foundational LLMs will be the backbone of generative AI, companies will also start using a combination of smaller, domain-specific language models for cost, performance, and latency reasons.\u201d \u2013 Clara Shih, CEO of Salesforce AI<\/p>\n\n\n\n