Last week, we attended Agentforce London 2025 which was a day full of new ideas, insightful conversations, and real-world innovations shaping the Salesforce ecosystem. Here are the 10 key takeaways we learnt at Agentforce that we want to share with you.

1. AI’s not coming, It’s already here

Whether it was predictive lead scoring in Sales Cloud or generative replies in Service Cloud, one thing’s clear: AI is already driving value inside Salesforce. And the organisations using it well? They’re seeing real results, faster workflows, sharper insights, and happier teams.

2. Humans and AI make a pretty good team

Forget the “robots are taking over” narrative. What we heard (loud and clear) is that AI’s not here to replace agents and consultants, it’s here to amplify them. Let automation handle the admin, so humans can focus on strategy, creativity, and customer moments that actually matter.

3. If you don’t trust the data, you won’t trust the AI

No matter how impressive the tech gets, none of it works without solid governance. Companies that rushed into AI without sorting their data privacy, ethics, or compliance ended up slamming the brakes. Trust is the non-negotiable foundation.

4. Einstein Copilot 

We’ll admit it, we were impressed. Salesforce’s Einstein Copilot is like having a smart sidekick that actually helps. Summarising emails, pulling reports, guiding next steps… It’s changing the way people use CRM, and we’re here for it.

5. The agent role Is evolving and that’s a good thing

Transactional tasks are on the way out. The agent of the future? A strategist, a guide, a customer journey architect. It’s a shift we’re already seeing in our own work, less grunt work, more brain work.

6. Bad data Is still killing great Ideas

Yep, still a thing. Even the flashiest AI tools fall flat without clean, connected, and current data. The organisations getting the most out of Salesforce are the ones who’ve invested in fixing the plumbing before installing the smart taps.

7. Personalisation Is no longer optional

With the right setup, hyper-personalised customer experiences are now totally doable and expected. Marketing Cloud, AI segmentation, real-time journeys… it’s all there. It’s just a matter of putting it together.

8. You can’t skip the people bit

Tech rollouts don’t fail because the tools don’t work, they fail because people don’t adopt them. Training, change management, team buy-in… it’s boring to some, but absolutely essential. Without it, you’re just adding shiny new features to a dusty old process.

9. Innovation Isn’t just for the big guys

Some of the coolest, most creative use cases we saw came from small, agile consultancies. They’re building niche solutions, experimenting with AI, and pushing boundaries without getting tangled in red tape. Inspiring stuff.

10. At the heart of It all? People.

Agentforce London wasn’t just a tech event, it was a reminder that the Salesforce ecosystem is powered by community. Developers, admins, consultants, customers… all learning, sharing, collaborating. And that, more than any feature release, is what keeps this space so special.

If you’re curious about how these insights could apply to your organisation, feel free to get in touch. We’d love to help you put them into action.