{"id":73192,"date":"2025-11-21T08:00:00","date_gmt":"2025-11-21T16:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=73192"},"modified":"2025-11-26T14:48:07","modified_gmt":"2025-11-26T14:48:07","slug":"how-agents-can-reshape-modern-enterprise","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/uk\/news\/stories\/how-agents-can-reshape-modern-enterprise\/","title":{"rendered":"Beyond the Org Chart: How AI Agents Could Finally Reshape the Modern Enterprise"},"content":{"rendered":"\n<div class=\"wp-block-group is-style-shadow-box is-style-takeaways\"><div class=\"wp-block-group__inner-container is-layout-constrained wp-block-group-is-layout-constrained\">\n<h2 class=\"wp-block-heading has-black-color has-text-color has-link-color wp-elements-471ecb11ca02c2e7ea813f9dd3857484\" id=\"h-key-takeaways\">Key Takeaways<\/h2>\n\n\n\n<ul class=\"wp-block-list\">\n<li><em>Agentic AI systems are making the century-old corporate org chart obsolete by handling complexity and dissolving organizational silos, enabling a shift from functional departments to fluid, outcome-based structures.<\/em><\/li>\n\n\n\n<li><em>Traditional organizational silos lead to fragmented customer experiences; AI agents, leveraging unified data and abundant coordination, resolve this by optimizing for the holistic customer relationship and breaking down boundaries between sales, marketing, and service.<\/em><\/li>\n\n\n\n<li><em>The future enterprise will organize around customer outcomes and coherent customer relationships, where coordination is abundant thanks to AI, shifting leadership focus from efficiency metrics to harder-to-measure capabilities like adaptability and trust.<\/em><\/li>\n<\/ul>\n<\/div><\/div>\n\n\n\n<p>For more than a century, businesses have organized themselves into tidy boxes \u2014 like sales, marketing, service, operations \u2014 each with its own logic, budgets, and way of working. The org chart became the default map for getting work done \u2014 not because it captured reality, but because it made reality manageable. Complexity was too messy, so companies built structures to contain it.<\/p>\n\n\n\n<p>Enter the <a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/ai-agents\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">AI agent<\/a>, a technology capable of rendering this inelegant illusion obsolete.<\/p>\n\n\n\n<p>For the first time, organizations have a tool that can reckon with the complexity they\u2019ve long been simplifying away. Agentic systems don&#8217;t just automate tasks; they understand relationships. They don\u2019t just speed up workflows; they dissolve the boundaries between them. It will take time for organizations to adapt and for the technology to mature. But these systems have already exposed the org chart as a relic on the brink of extinction.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>Agentic systems don&#8217;t just automate tasks; they understand relationships.<\/p>\n<\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-reimagining-the-enterprise\"><strong>Reimagining the enterprise<\/strong><\/h2>\n\n\n\n<p>Conversations about <a href=\"https:\/\/www.salesforce.com\/artificial-intelligence\/what-is-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI<\/a> and work are understandably focused on whether or not certain jobs will disappear. But that\u2019s the wrong question, at least for executives hoping to harness AI\u2019s real potential.<\/p>\n\n\n\n<p>The real transformation isn\u2019t about headcount. It\u2019s about dismantling the organizational architecture that has constrained companies for decades.<\/p>\n\n\n\n<p>Customers never saw those neat organizational structures. What they experienced \u2014 what companies were effectively shipping \u2014 was fragmentation: the inevitable result of a structure designed for internal clarity rather than external coherence. And so come the inevitable lapses:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>A marketing promise disconnected from the service experience.&nbsp;<\/li>\n\n\n\n<li>A sales conversation that didn&#8217;t account for past complaints.&nbsp;<\/li>\n\n\n\n<li>A loyalty email sent to someone who was no longer a customer.&nbsp;&nbsp;<\/li>\n\n\n\n<li>Billing systems unaware of service failures.<\/li>\n<\/ul>\n\n\n\n<p>Each touchpoint was optimized in isolation, with its own metrics and its own wins. But no one was optimizing for the relationship itself. No one owned the customer\u2019s actual experience across all those fractured interactions.&nbsp;<\/p>\n\n\n\n<p>CRM and data platforms brought real progress. Companies flourished because of them. But organizations still lacked the contextual intelligence to transform data into adaptive, relationship-level understanding. Companies could know what customers had done, but not what they truly needed.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-simplification-as-survival\"><strong>Simplification as survival<\/strong><\/h2>\n\n\n\n<p>Adopting the org chart wasn\u2019t accidental, and it wasn\u2019t incompetence. Every enterprise past a certain scale faced the same impossible choice.&nbsp;<\/p>\n\n\n\n<p>In his book, \u201c<a href=\"https:\/\/press.uchicago.edu\/ucp\/books\/book\/chicago\/U\/bo252799883.html\" target=\"_blank\" rel=\"noreferrer noopener\">The Unaccountability Machine<\/a>: Why Big Systems Make Terrible Decisions,\u201d <em>Financial Times<\/em> contributor Dan Davies explains that large organizations have always faced two imperfect options for managing complexity: internally replicate the full complexity of their operating environment, or simplify it into manageable pieces.<\/p>\n\n\n\n<p>Replication was impossible. Companies couldn\u2019t truly model the intricate, ever-shifting reality of customer behavior, market dynamics, and internal interdependencies. The information was too unstructured, the relationships too fluid, the variables too numerous.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>So they chose simplification, and enterprise software companies built the tools to make it work.<\/p>\n<\/blockquote>\n\n\n\n<p>So they chose simplification, and enterprise software companies built the tools to make it work. For instance, when Salesforce was founded, we adopted the convention of a seven-stage sales process, from prospecting to close, and built our <a href=\"https:\/\/www.salesforce.com\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM<\/a> around those stages. Different processes are triggered at each step, different levels of scrutiny are applied, and different metrics are tracked. It\u2019s complex, but still a radical oversimplification of how selling works. Every silo across an enterprise followed a similar logic, each with its own software stack and its own unique set of workflows. Every enterprise software maker confronted similar tradeoffs.<\/p>\n\n\n\n<p>This wasn&#8217;t about efficiency. It was survivability. But it guaranteed a fragmented, siloed, transactional customer experience. The very architecture that allowed companies to function at scale made it impossible for them to see customers as a whole.<\/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=\"73710\"\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\/uk\/news\/stories\/agentic-enterprise-operating-system\/\"\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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=1024\" class=\"content-card__image\" alt=\"uki agentic enterprise\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/04\/Australia.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\/uk\/news\/stories\/agentic-enterprise-operating-system\/\"\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\tWhy the agentic enterprise needs an operating system, not just a model\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\t4 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=\"73706\"\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\/uk\/news\/linked-content\/meet-the-new-slack\/\"\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\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=1024\" class=\"content-card__image\" alt=\"View of Slackbot answering a request in Slack.\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" loading=\"lazy\" decoding=\"async\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png 1200w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=264&amp;h=149 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.png?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2026\/03\/LINKED-TILE_-Slackbot_-The-new-interface-for-work.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\/uk\/news\/linked-content\/meet-the-new-slack\/\"\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\tMeet the new Slack\t\t\t\t<\/a>\t\t\t<\/h3>\n\t\t\n\t\t\t\t\n\t\t\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\/uk\/news\/wp-json\/wp\/v2\/posts\/73192\/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<h2 class=\"wp-block-heading\" id=\"h-a-fundamental-shift\"><strong>A fundamental shift<\/strong><\/h2>\n\n\n\n<p>Now, though, that architecture is starting to morph into something else altogether.<\/p>\n\n\n\n<p>Just as the computer and then the internet have redefined how businesses operate, AI is doing the same. <a href=\"https:\/\/www.salesforce.com\/uk\/agentforce\/what-is-agentic-ai\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Agentic AI<\/a> doesn\u2019t just accelerate existing work; it shifts what\u2019s abundant and what&#8217;s scarce, reshaping both competitive advantage and organizational design.<\/p>\n\n\n\n<p>What AI makes abundant is coordination across complexity. Until now, coordinating at scale required rigid organizational boundaries \u2014 not because humans lacked capability, but because coordination itself was the scarce resource. Companies organized themselves around what humans could manage: discrete departments built on simplified models.<\/p>\n\n\n\n<p>That constraint is lifting. And disappearing with it is the rationale for organizing around functions rather than outcomes. A coherent customer relationship becomes the enterprise\u2019s organizing principle.&nbsp;<\/p>\n\n\n\n<p>As independent tech analyst Benedict Evans observed in 2022, when reviewing the impact of the Chinese e-tailer Shein on fast fashion: \u201cIn the past, anyone talking to consumers had many separate budgets: advertising, marketing, rent, returns, shipping, and of course pricing, and you couldn\u2019t ask, \u2018Should we open stores in that state or just advertise there?\u2019 Now all those budgets merge into one. They\u2019re all one question: \u2018What\u2019s the best way to touch the customer?\u2019\u201d<\/p>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter size-large\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"73191-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img loading=\"lazy\" decoding=\"async\" height=\"576\" width=\"1024\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/11\/image.jpeg?w=1024\" alt=\"\" class=\"wp-image-73191\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg 1279w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1024px) 100vw, 1024px\" \/><\/a><\/figure>\n<div id=\"73191-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" 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 size-large\"><img loading=\"lazy\" decoding=\"async\" width=\"1279\" height=\"719\" src=\"https:\/\/www.salesforce.com\/news\/wp-content\/uploads\/sites\/3\/2025\/11\/image.jpeg?w=1024\" alt=\"\" class=\"wp-image-73191\" srcset=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg 1279w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=300&amp;h=169 300w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=768&amp;h=432 768w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=1024&amp;h=576 1024w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=264&amp;h=148 264w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=500&amp;h=281 500w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=678&amp;h=381 678w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=150&amp;h=84 150w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=314&amp;h=177 314w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=343&amp;h=193 343w, https:\/\/www.salesforce.com\/uk\/news\/wp-content\/uploads\/sites\/5\/2025\/11\/image.jpeg?w=1218&amp;h=685 1218w\" sizes=\"auto, (max-width: 1279px) 100vw, 1279px\" \/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<h2 class=\"wp-block-heading\" id=\"h-organizing-around-what-matters\"><strong>Organizing around what matters<\/strong><\/h2>\n\n\n\n<p>AI agents bring Shein\u2019s disruptive potential to every business. When all customer data resides in a <a href=\"https:\/\/www.salesforce.com\/data\/unified-data\/platform\/\" target=\"_blank\" rel=\"noreferrer noopener\">unified system<\/a> that agents can access, interpret, and act upon, companies can coordinate in ways that were never before possible.<\/p>\n\n\n\n<p>This coordination happens, for example, in real-time conversational workspaces like <a href=\"https:\/\/www.salesforce.com\/uk\/slack\/\" target=\"_blank\" rel=\"noreferrer noopener\">Slack<\/a>, where <a href=\"https:\/\/www.salesforce.com\/data\/what-is-structured-data\/\" target=\"_blank\" rel=\"noreferrer noopener\">structured data<\/a> from enterprise systems meets the unstructured back-and-forth of how work actually gets done. People and agents alike tap into that conversational context, seeing what colleagues across the organization are working on and understanding connections that would have remained invisible in the old siloed structure.\u00a0<\/p>\n\n\n\n<p>What emerges are more fluid departments whose boundaries, resources, and priorities adapt dynamically to customer needs rather than organizational convenience. AI agents can traverse those previous boundaries \u2014 connecting Marketing\u2019s promises with Service\u2019s delivery, or Sales\u2019 insights with Product\u2019s design \u2014 enabling an organization to act as one coherent system whose attributes include:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>An <\/strong><a href=\"https:\/\/www.salesforce.com\/news\/stories\/autonomic-core-agentic-enterprise-era\/\" target=\"_blank\" rel=\"noreferrer noopener\"><strong>autonomic core<\/strong><\/a> \u2014 deciding which processes humans working with AI should control, and which can run autonomously.<\/li>\n\n\n\n<li><strong>Learning loops at multiple levels<\/strong> \u2014 so that every interaction, whether internal or external with customers, feeds improvement everywhere else. In 2025, <a href=\"https:\/\/www.salesforceairesearch.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Salesforce AI Research<\/a> unveiled <a href=\"https:\/\/www.salesforce.com\/news\/stories\/everse-announcement\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\"><em>eVerse<\/em><\/a>, a framework that trains agents in digital-twin simulations of enterprise operations. Practicing in lifelike environments with synthetic data and voice interactions, agents at first achieved a success rate of only 19% on complex tasks but improved to 88% \u2014 showing how learning loops create enterprise-ready agents.<\/li>\n\n\n\n<li><strong>A purpose beyond efficiency<\/strong> \u2014 because alignment and adaptability matter more for employee experience, customer satisfaction, and revenue growth in a world where coordination is abundant.<\/li>\n<\/ul>\n\n\n\n<p>For decades, companies have aspired to organize around customer journeys. But they still confronted the reality of disparate teams scattered around the company. With agents as the coordination layer, companies can handle far more complexity and do it at scale.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-the-path-forward\"><strong>The path forward<\/strong><\/h2>\n\n\n\n<p>The companies that thrive won\u2019t use AI to make the old org chart more efficient. They&#8217;ll use this considerable coordination capacity to organize around what actually matters: the customer outcomes that businesses exist to create.<\/p>\n\n\n\n<p>When coordination becomes abundant, the constraints and priorities shift. The challenge is no longer just managing complexity \u2014 it\u2019s choosing what complexity to manage. Which relationships matter most? What information should be amplified through the organization, and what should be filtered out? Executives need to move beyond the old belief that shoving tasks into discrete departments is the only way to manage work.<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>When coordination becomes abundant, the constraints and priorities shift.<\/p>\n<\/blockquote>\n\n\n\n<p>This transition won\u2019t be easy. Leaders will lose familiar control mechanisms and will need to abandon established problem-solving patterns. The metrics that once defined success \u2014 departmental efficiency, headcount optimization, budget discipline \u2014 may become less relevant than harder-to-measure capabilities like adaptability, trust, and depth of relationships. The shift requires not just new tools, but new instincts \u2014 ones that will grow stronger over time.<\/p>\n\n\n\n<p>And therein lies the opportunity. Every major transition creates space for those willing to learn new ways of working. What comes next won&#8217;t just look different. It will behave differently: fluid, adaptive, and centered not on hierarchy but on understanding. Getting there won&#8217;t be simple. But for the first time, it&#8217;s actually possible.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--mountain\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tOver the Org Chart Horizon\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p>Although we\u2019re still in only the early stages of agentic AI\u2019s forced obsolescence of the corporate org chart, it\u2019s not too soon to imagine the business benefits. Here is but one example of how businesses might better adapt to customer needs.\u00a0<\/p>\t<\/div>\n\t\t\t<img class=\"tidbit img-mountain\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/uk\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-mountain-large@1x.png\"\n\t\talt=\"Illustration of mountain\"\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-future-scenario-the-coffee-roaster\"><strong>Future Scenario: The Coffee Roaster<\/strong><\/h2>\n\n\n\n<p>Consider Drift Theory, a regional coffee roaster with a cult following among bean enthusiasts. An AI agent notices that an order placed by Marcus, a loyal customer, is running late and authorizes a premium replacement at no additional charge\u2014a limited-edition varietal that normally costs more but fits Marcus\u2019s purchase history.&nbsp;<\/p>\n\n\n\n<p>The system surfaces the issue to Lena, a relationship manager at Drift Theory, who reaches out to Marcus. She apologizes, explains the upgrade, and asks Marcus what he thinks of the beans. Marcus responds with detailed tasting notes. Lena requests permission to feature the notes in Drift Theory\u2019s online forum, turning a service failure into community content.&nbsp;<\/p>\n\n\n\n<p>The agent handled the logistics; Lena built the relationship.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-go-deeper\"><strong>Go deeper <\/strong> <\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Find more <a href=\"https:\/\/www.salesforce.com\/uk\/news\/collections\/futures\/\" target=\"_blank\" rel=\"noreferrer noopener\">Futures insights<\/a> in the Newsroom archive<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Key Takeaways For more than a century, businesses have organized themselves into tidy boxes \u2014 like sales, marketing, service, operations \u2014 each with its own logic, budgets, and way of working. The org chart became the default map for getting work done \u2014 not because it captured reality, but because it made reality manageable. Complexity [&hellip;]<\/p>\n","protected":false},"author":790,"featured_media":73190,"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":[4035],"sf_theme":[8887],"sf_topic":[8909,8727,8889,8284,4011],"sf_product":[],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[4301],"sf_collection":[8852,8916],"sf_visibility":[],"coauthors":[8604,8919],"class_list":["post-73192","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-feature-stories","sf_theme-agentic-ai","sf_topic-agentic-enterprise","sf_topic-agents","sf_topic-ai","sf_topic-enterprise-ai","sf_topic-future-of-work","sf_location-global","sf_collection-futures","sf_collection-fy26-q4"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - 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