{"id":91985,"date":"2026-01-23T09:00:00","date_gmt":"2026-01-23T17:00:00","guid":{"rendered":""},"modified":"2026-01-23T09:46:33","modified_gmt":"2026-01-23T17:46:33","slug":"think-big-start-small-scale-fast","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/think-big-start-small-scale-fast\/","title":{"rendered":"Think Big, Start Small, Scale Fast: Customer Learnings on AI Deployments"},"content":{"rendered":"\n<p><strong><em>Participants:\u00a0<\/em><\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Ryan Gee, SVP of Engineering, Vivint<\/em><\/li>\n\n\n\n<li><em>Stephanie Sadowski, Senior Managing Director and Global Salesforce Business Group Lead, Accenture<\/em><\/li>\n\n\n\n<li><em>Karl Rupilius, Principal and US Salesforce Alliance Leader, Deloitte<\/em><\/li>\n<\/ul>\n\n\n\n<p>Implementing any new technology comes with a learning curve, especially when that technology completely transforms the foundations of work. Companies are now utilizing <a href=\"https:\/\/www.salesforce.com\/agentforce\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> to create <a href=\"https:\/\/www.salesforce.com\/agentforce\/ai-agents\/autonomous-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">autonomous agents<\/a> that can reason, prioritize, and execute in tandem with human workers. This fundamental shift in how we work requires rewriting the playbook for implementation and adoption. That means looking to the front lines: the customers turning agentic vision into business value.<\/p>\n\n\n\n<p>At a recent roundtable during <a href=\"https:\/\/www.salesforce.com\/events\/world-tour\/nyc\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">World Tour New York<\/a>, executives from <a href=\"https:\/\/www.vivint.com\/ppc\/home\" target=\"_blank\" rel=\"noreferrer noopener\">Vivint<\/a>, <a href=\"https:\/\/www.deloitte.com\/us\/en.html\" target=\"_blank\" rel=\"noreferrer noopener\">Deloitte<\/a>, and <a href=\"https:\/\/www.accenture.com\/us-en\" target=\"_blank\" rel=\"noreferrer noopener\">Accenture<\/a> shared their experiences one year into deployment with agentic AI.\u00a0 They shared candid lessons from a year of Agentforce deployments, moving beyond initial pilots to discuss the challenges of scaling AI. The session explored the transition toward multi-agent ecosystems and redesigned business operations that aim to elevate human performance through a new AI-driven operating model. It\u2019s feedback that can help other customers aiming to unlock the full potential of Agentforce. As Stephanie Sadowski, Senior Managing Director and Global Salesforce Business Group Lead at Accenture, put it, companies must \u201cthink big, start small, and scale fast.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-thinking-big-the-vision-of-a-fully-integrated-agentic-enterprise\"><strong>Thinking Big: The Vision of a Fully Integrated Agentic Enterprise<\/strong><\/h2>\n\n\n\n<p>To think big, companies need to have a high-level vision of how they want agents to transform their business.<br><br>For customers like Ryan Gee, SVP of Engineering at Vivint, thinking big started with a vision rooted in serving customers. Vivint, which manufactures home security devices, wanted to \u201ccreate an autonomous agent that could meet customers where they are,\u201d according to Gee. Now, its Automated Vivint Assistant (AVA), powered by the Agentforce 360 Platform directly within the Vivint Smart Home app, delivers autonomous troubleshooting and streamlined interactions for customers. Gee shared that at Vivint, \u201cthe customer is at the heart of all that we do. Our customers stay with us for an average of nine years and manage 15 devices; that level of longevity and technical complexity requires a deeply integrated service strategy.\u201d<\/p>\n\n\n\n<p>For Stephanie Sadowski, the goal was to create \u201cagents that will make people ask for more. We like to think through how we can best guide our clients through this journey with AI.\u201d For Accenture, <a href=\"https:\/\/www.salesforce.com\/customer-stories\/accenture-rajendra-prasad-and-sara-porter-interview\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">one way to measure business value is through time saved.<\/a> \u201cWhen it comes to implementing AI,\u201d Sadowski said, \u201cwe have to do this ourselves so we can apply our experience to helping our clients. We go first so our clients can go fast.\u201d<br><br>Karl Rupilius, Principal at Deloitte Consulting LLP and the U.S. Lead Alliance Partner for the Salesforce Alliance, wanted to see humans and agents working alongside each other: \u201cNow is the time for organizations to innovate on AI. And keep in mind that the real magic happens when human ingenuity is amplified by technology. We want to let humans be heroes and to let AI handle the rest.\u201d<\/p>\n\n\n\n<p>With these big-picture goals in mind, Vivint, Accenture, and Deloitte set out to implement Agentforce. Quickly, it became apparent that one key to success was fully integrated AI.<\/p>\n\n\n\n<p>For <a href=\"https:\/\/www.salesforce.com\/news\/press-releases\/2024\/12\/17\/vivint-agentforce-scale-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Vivint<\/a>, this meant integrating Agentforce with the company\u2019s smart home app. As Gee noted: \u201cThread AI through your organization. Do not have it bolted on but instead have it be part of all that you do. We integrated the experience with the Smart Home app, which is where our customers live. We were able to weave it through the entire customer experience and not make it just an appendage.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Thread AI through your organization. Do not have it bolted on but instead have it be part of all that you do. <\/p>\n<cite>Ryan Gee, SVP of Engineering at Vivint<\/cite><\/blockquote>\n\n\n\n<p><br>As Stephanie Sadowski added, \u201cIt is one thing for the C-suite to say \u2018go do AI,\u2019 but you really need to give people the right tools to be successful with it. People automate what they know, and they tend to put blinders on and don\u2019t always see beyond what they know.\u201d To remove these blinders, companies must move away from isolated fixes and instead integrate Agentforce into the foundation of their platforms, enabling employees to see \u2014 and automate \u2014 the full breadth of the customer journey.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-start-small-the-art-of-trial-and-error\"><strong>Start Small: The Art of Trial and Error<\/strong><\/h2>\n\n\n\n<p>Once the big-picture goals are set, the next step is to start small, with a simple use case. Otherwise, trying to find a perfect, all-in-one <a href=\"https:\/\/www.salesforce.com\/agentforce\/what-is-agentic-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">agentic AI<\/a> solution can become a blocker and keep companies from moving forward This iterative approach also allows customers to tap into ongoing improvements in Agentforce technology. Instead of waiting for perfection, Sadowski noted, \u201cYou really need to test out the negatives and see what will absolutely not work. We like to be very quick to get out there with clients and have conversations with them to pinpoint what will drive the most value.\u201d<\/p>\n\n\n\n<p>Ryan Gee highlighted the importance of trial and error as well, noting that Vivint relied on the\u00a0 strength of its partnership with <a href=\"https:\/\/www.salesforce.com\/blog\/forward-deployed-engineer\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce\u2019s Forward Deployed Engineering (FDE) team<\/a> to troubleshoot and implement improvements. When Vivint needed to increase its customer satisfaction survey distribution, its engineers worked with the FDE team, led by Jennifer Cramer, to refine the process, resulting in seamless distribution to 100% of customers. This strong partnership enabled Vivint to fix the issue quickly and learn from the process along the way.\u00a0<\/p>\n\n\n\n<p>Cramer, SVP of Forward Deployed Engineering at Salesforce, mentioned that these partnerships are key to customer success: \u201cAs the FDE team, we keep three goals in mind. First, we aim to help the product teams innovate faster based on feedback from the customers directly. Second, we help customers go live. They don\u2019t know what they don\u2019t know, so it\u2019s useful to have an expert working with them side by side on their agentic journey. Third, we build confidence, empowering our customers to expand use cases across their enterprise. We are embedded, which is the true value of \u2018deployed\u2019 engineering.\u201d<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-scale-fast-leveraging-the-salesforce-advantage-for-competitive-edge\"><strong>Scale Fast: Leveraging the &#8220;Salesforce Advantage&#8221; for Competitive Edge<\/strong><\/h2>\n\n\n\n<p>Once the use cases are defined and refined, scaling fast is key. To scale quickly, an ecosystem built on strong governance and trust guardrails like Agentforce is essential. Agentforce is a context engine that bridges the gap between talking and &#8220;doing&#8221; through deterministic business actions. This shift is made possible by a seamless connection between apps and a Data 360 foundation, which uses Informatica and MuleSoft to weave fragmented data into a single, actionable source of truth. Bolstered by a thriving partner ecosystem, this ensures Agentforce isn&#8217;t just a bolt-on tool but a foundational capability that activates an enterprise\u2019s entire digital infrastructure.\u00a0<\/p>\n\n\n\n<p>As Karl Rupilius stated, the Salesforce ecosystem was key to scaling fast: \u201cWe suggest to start small and scale smart. Choose one high impact use case and stand it up with the right guardrails. As an example: You can automate the lead qualification process through AI, which can lead to better qualified opportunities, more effective client discussions, and higher revenue.\u201d<\/p>\n\n\n\n<p>When it was first exploring its AI options, Vivint held a \u201cbake-off\u201d between its in-house builders and Agentforce, and Agentforce came out on top. Gee stated: \u201cThe team that was building out of Agentforce stood it up faster with security and governance. It became clear we should go the Agentforce route because of speed to market. We\u2019ve got 15 years in the ecosystem with Salesforce, and the beauty of Agentforce is that it knows what you are deploying. It personally knows what you have and solves based on your needs. That is what we&#8217;re seeing as the power it brings for our customers.\u201d\u00a0<\/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=\"92828\"\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\/news\/press-releases\/2026\/03\/26\/vha-salesforce-agentic-os-saves-staff-hours\/\"\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\" 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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\/news\/press-releases\/2026\/03\/26\/us-dept-labor-agentforce-enhance-citizen-support\/\"\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\tU.S. Department of Labor Taps Agentforce to Enhance Citizen Support\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\t5 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\/news\/wp-json\/wp\/v2\/posts\/91985\/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<p>As Salesforce customers made clear, successful Agentforce adoption requires a balance of visionary thinking and disciplined execution. By threading AI through the core of the organization rather than bolting it onto the edges, companies can move from pilot to core business at unprecedented speeds. As Agentforce continues to evolve with multi-agent and voice capabilities, those who &#8220;think big, start small, and scale fast&#8221; will be the ones defining the new standard of excellence. The playbook is written \u2014 now is the time to act.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Learn more about the <a href=\"https:\/\/www.salesforce.com\/partners\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce partner ecosystem<\/a> and find the right partner to guide your transformation<\/li>\n\n\n\n<li>Download your <a href=\"https:\/\/www.salesforce.com\/form\/partners\/agentforce-in-action\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">roadmap to becoming an Agentic Enterprise<\/a> with partners<\/li>\n\n\n\n<li>Explore <a href=\"https:\/\/partners.wsj.com\/salesforce\/the-transformative-power-of-ai\/how-salesforce-partners-transform-businesses-into-agentic-enterprises\/?gaa_at=eafs&amp;gaa_n=AWEtsqeY3htE2519yA8S9QEkno96qFMmpTnrBD_2F4TpSYk345u6FI8E0sFum9G9fM4%3D&amp;gaa_ts=69137c8f&amp;gaa_sig=Fzzg2QaXF-TbF6yL5IupfrIBgDPClBL6WJ2G7GlBaEq30K8DebB2EHnPCMHB6XgiMg9yolG5Bb7JygcVHW9iWw%3D%3D\" target=\"_blank\" rel=\"noreferrer noopener\">how partners provide expertise<\/a> at every step of your AI journey<\/li>\n<\/ul>\n\n\n\n<p><br><br><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Participants:\u00a0 Implementing any new technology comes with a learning curve, especially when that technology completely transforms the foundations of work. Companies are now utilizing Agentforce to create autonomous agents that can reason, prioritize, and execute in tandem with human workers. This fundamental shift in how we work requires rewriting the playbook for implementation and adoption. [&hellip;]<\/p>\n","protected":false},"author":127,"featured_media":91987,"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":[1],"tags":[],"sf_content_type":[1731],"sf_theme":[1917],"sf_topic":[21212,20528,21187,1744],"sf_product":[19930],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1798],"sf_collection":[],"sf_visibility":[],"coauthors":[21233],"class_list":["post-91985","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","sf_content_type-event-coverage","sf_theme-customer-engagement","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-customer-success","sf_product-agentforce","sf_location-global"],"yoast_head":"<!-- This site is optimized with the Yoast SEO 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