Let's take a look
now at Pandora.
All right.
Thank you, Mark.
Listen, Pandora is
the world's largest
jewelry brand,
and they have just
transformed into an
agentic enterprise.
And Pandora, they're
looking to take that,
they're bringing that
in-store magic that you
get and bringing it to
their online customers,
and it starts with
Agent Force Commerce.
So let's go to the
website. Here we are,
and most times when
customers are online,
they feel a little
alone because they don't
have that in-store
personal touch that they
get. Well, Pandora
has reimagined how to
bring that personal touch
to the online shopping
experience, and they
created a personal
shopper agent, Gemma,
powered by Agent Force
Commerce. Let's go
ahead and launch Gemma.
Now, here's the thing.
I wear my Pandora
bracelet all the time.
And I'll tell you why.
Because when I take
it off, it magically
disappears and reappears
on my daughter's arm.
So what we're going to
do, we're going to go
ahead and purchase her
her own Pandora piece.
Now here, Gemma has
my information and
automatically knows which
bracelet I'm referring
to. And after just a
couple of interactions,
Gemma is serving
up some amazing
personalized recommendations.
And here I can scroll
through them. I can
go ahead and swipe
through all of these
amazing recommendations.
Here I see their
photos. I see the
product information.
I see the pricing.
All of this
information is coming
from Pandora's
product catalog.
Now this is amazing.
And when I want
to select the one,
I just click on it
and I can get
additional information.
All of that, I want
you to note, I've
never left the conversation.
Still here. And
now when I'm ready
to purchase it, I
don't have to reach
for my wallet or my
husband's wallet. I
can go ahead and click,
choose the size, add
it right here. From
recommendation to
confirmation, this, my
friends, is the power
of Agent Force 360.
Now, you know I said
I wear my bracelet
all the time to avoid
that disappearing
act. Well, it needs to
get cleaned. So I want
to give Pandora a
call and ask about
indoor cleaning, I
mean in-store cleaning.
But here's the thing
I want you to know.
This is not just
commerce. This is also
service. With Agent
Force Voice, it's
connected to your
telephony data so that if
another agent picks up
the call, it has the
full context and can
go ahead and pick up
where you left off.
Let's check it out.
assistant. How
can I help you?
Hi, I'd like to
bring my bracelet in
to get cleaned.
What is the closest
location and do I
need an appointment?
The closest location
would be at Agent
Force City. I could
schedule an appointment
for you at 1 p.m.
Does that work?
That's very convenient.
Thank you. What I
love about this interaction
is, and I want you
to note this, and this
is important, recognize
this. When I'm online
shopping, it doesn't
matter one agent.
If I'm calling for a
service issue, this is one
agent, one interaction,
one seamless
interaction. And listen,
and I want you to hear
me well, this is only
possible with Agent
Force 360, our deeply
unified platform. And
that, my friends, is how
Pandora is becoming
an agentic enterprise,
transforming and bringing
the magic to every
customer moment at scale
globally with Agent
Force Commerce and
Agent Force Service. And
I know you want to
know more, right? Yeah?
So check out the
Agent Force Commerce
keynote tomorrow at
2. Back to you, Mark.
All right. All right.
Give it up for Leah.
from Copenhagen, Denmark,
sitting next to Leah,
David, welcome to
Dreamforce. Great to
be here, Mark. Great to
be here. We're so happy
to have you, David.
And I know Alex is
coming. And whenever
I'm in a shopping
center, you probably
know I used to do
a selfie with a
Pandora store. Go
in, check out the new
merchandise, the new
jewels, the charms.
David, we're so
grateful to you. You're
running sales and
service and commerce and
marketing, I think.
all your customer
touch points on
Salesforce and now Agent
Force. Give us a vision
for the future of
retail and this
incredible experience in
the mall. Tell us,
where is this going?
You're the absolute
expert in this area.
What, it's 6,000 stores
now? Yeah, we're all
around the world.
We've got 860 million
touch points each year
with customers, so
we've got a big old
business out there.
In terms of vision,
when you first
contacted us, I
think it was last
November, Remember,
my assistant said,
yeah, Michael from
Salesforce wants to talk
to you about... That's
Michael over there.
Yeah, yeah, yeah. He
wants to talk to you
about AI. And I thought,
what's missing in my
life is tech companies
pitching AI to me.
You know, so, but...
I apologize. That's
all right. It's all
good. One thing led
to another. I like
reaching out directly.
You know that. I
know. Yes, and my boss
said, I got this email
from Mark Benioff.
Yeah, but, you know,
one thing led to
another. We got the
cellophane off the
software in January,
and it worked
straight out of the
box. that's what
really blew me away
in terms of like okay
there's a lot of
snake all out there
this works straight
away we got the service
piece working first
learn as we go building
the team working
together on that but for
us it's about selling
because as you mentioned
before our business
is about the magic in
store it's about that
conversation you know
it can be an hour
-long conversation you
know it's my daughter's
16th birthday she loves
dolphins there's a
lot of emotion a lot
of connection we're
storytellers and bringing
that to life we think
in the digital space
is a massive strategic
play for us it's not
a new project a new
initiative it is the
future this is where
our business is heading
and we love our
partnership with you guys
well david we are so
inspired by you i know
you've also been recognized
as one of the most
sustainable companies
in the world we're
very proud of the highest
levels of customer
success i love the
products i know we're
building custom pandora
charms for everybody
here downstairs yeah
pandora store that we've
built. I reserved one
for myself. I can't
wait to get it. Thank
you. We're so grateful
to you for coming,
David. All the way from
Copenhagen, Denmark.
Thank you very much.
Please thank and
welcome, David.