Accelerate Salesforce Value at Dreamforce

Agentforce can often feel out of reach for higher education institutions, especially when data is fragmented, resources are lean and IT bandwidth is limited. This session cuts through many of these common challenges and concerns. Attendees will hear where higher ed organizations are finding quick, high-impact entry points for AI agents, how to deploy successfully within real data constraints and what early ROI actually looks like in an education environment.

• The Agentforce applications that work well for higher ed institutions, even with limited or disconnected data
• How to move forward without waiting for a perfect data foundation
• What a successful rollout looks like and how to set your team up to own it ongoing

Julia Taylor

Senior Consultant

TELUS Digital

Most financial institutions have run an AI pilot at this point. Far fewer have actually deployed AI agents into production, including the governance, data infrastructure and change management to back it up.

This session brings together technology and business leaders from TELUS Digital client banks and credit unions who have. They'll share the business case that got internal buy-in, the implementation realities their teams didn't anticipate and the results they're tracking now. This is a conversation built for leaders who want straight answers on what Agentforce deployment actually looks like.

• Hear from bank and credit union leaders on the problems that drove the decision and how they built the internal case for moving forward
• Discuss honest timelines, data challenges, change management realities and what they'd approach differently
• Before-and-after metrics from live deployments: deflection rates, handle time, member satisfaction and cross-sell performance
• How businesses navigated compliance and governance requirements without stalling momentum
• Where these institutions are taking Agentforce from here, and what other organizations should be planning for now

Steve Stevens

Strategic Banking Advisor

TELUS Digital

Brendan Nolan

VP of Sales, Regulated Industries

TELUS Digital

Salesforce's move to acquire Contentful is being viewed across the ecosystem as a simple add-on: a CRM buys a CMS to feed its AI agents. For customers actually running both platforms, the real questions are less tidy. What happens to existing implementations? How content and CRM teams start working together? And who can actually build the combined thing? TELUS Digital understands both sides of this shift: TELUS Digital uses Contentful in their own stack today, and the Salesforce practice is already building for customers on Data 360 and Agentforce.

In this fireside chat, leaders from Contentful and TELUS Digital sit down to unpack what a unified Salesforce-Contentful offering looks like in practice.

• How TELUS Digital uses Contentful today, and what that relationship reveals about where this acquisition creates real value versus where it's still unproven
• The upside of sitting on both sides of the table — what changes when a partner is also a customer of the platform they're implementing
• How TELUS Digital is bringing its Salesforce and Contentful practices together into one team, and what that means for Salesforce customers and AEs scoping combined projects
• Contentful's perspective on how aligning go-to-market motion with TELUS Digital creates a single, coherent offering for customers evaluating composable content alongside Agentforce
• Where TELUS Digital is positioned to lead on Salesforce + Contentful projects, from early scoping through delivery
• Why TELUS Digital sees this as an opportunity to build on, not just a market shift to react to

Darren Burris

Global VP of Partnerships

Contentful

Harry McIntosh

VP of Engineering

TELUS Digital

Brendan Nolan

VP of Sales, Regulated Industries

TELUS Digital

Contact center agents are stuck juggling a dozen-plus systems just to help one customer, and it shows up everywhere: longer handle times, burned-out teams, and turnover that keeps resetting your progress. Most organizations have already piloted AI to fix this, but getting from pilot to full production is where most efforts stall.

This session pairs an independent look at where the CCaaS market is headed with a hands-on look at how Agentforce Contact Center puts those ideas into practice. You'll leave with a clear framework for evaluating any platform, plus a real look at what Agentforce Contact Center can do for your team.

• An independent, platform-agnostic breakdown of what's actually driving contact center costs and turnover today
• A practical framework for evaluating CCaaS platforms, built for leaders comparing options ahead of a renewal or new investment
• A clear explanation of how Agentforce Contact Center and Agentforce Voice differ, and how each fits into your stack
• A persona-based product demo showing Agentforce Contact Center solving the specific challenges covered earlier in the session
• An inside look at TELUS Digital's approach for unified data (CRM + CCaaS), AI built for both customers and agents, and support across every channel (voice, WhatsApp, SMS, and more)
• Why organizations trust TELUS Digital's scale and hands-on call center experience to get this right

Abby Spahich

Global VP, Head of Go-to-Market, Digital CX Practice

TELUS Digital

John Robb

Product Leader, Voice AI and Agentforce Contact Center

Salesforce

The most impactful AI deployments don't live in one place. They work across the employee experience, the customer journey and the business processes running beneath both. These three demos show Agentforce in action across all three: an internal agent that handles employee requests inside the tools teams already use, an external agent that resolves complex customer inquiries and hands off gracefully to humans and a flow-triggered agent that completes multi-step work behind the scenes before anyone has to ask. Together, they make the case that agentic AI isn't a single use case, but an operating model.

• An internal agent grounded in enterprise data that deflects requests, answers policy questions and kicks off workflows without a ticket
• An external-facing service agent that personalizes responses, acts on behalf of customers and escalates with context intact
• Flow-triggered automation that fires on business events, reasons through next best action and completes multi-step work end-to-end
• How internal and external agents share a unified data layer and why that coherence matters for an org-wide AI strategy
• Practical patterns for scoping agent actions, defining guardrails and measuring ROI across all three deployment types

Tim Stewart

Consultant

TELUS Digital

Quoting is one of the most manual, error-prone steps in the sales process and slow quotes cost deals. This demo walks through how Agentforce Revenue Management enables sellers to describe a customer need in natural language and receive guided product, pricing and bundling recommendations in return. Attendees will see how the quote process (from creation through approval) can move faster and with fewer manual steps, without sacrificing pricing accuracy.

• See how sellers can generate a structured quote by describing a customer request in natural language, without manual product lookup
• Understand how Agentforce applies configured pricing, bundling and discount rules to reduce quoting errors
• Watch how the approval workflow surfaces required reviews and helps sellers move quotes to customer-ready faster
• Walk away with a practical demo pattern for Agentforce Revenue Management, Revenue Cloud and Quote and Approval Automation

To be confirmed

Principal Consultant

TELUS Digital

Managing inventory across disconnected systems and pricing work orders accurately against active warranties and contracts are two problems that slow manufacturers down and erode margin. This demo explores two Agentforce-powered solutions built for field service and manufacturing.

Explore a headless inventory visibility tool that surfaces real-time stock levels across systems in a single snapshot, and a dynamic entitlement engine that automatically applies warranty and contract pricing to work orders–with AI-generated line-item explanations. Both demos show how complex industry problems can be solved with straightforward Salesforce integrations.

• See how a headless Agentforce solution can consolidate inventory data from multiple systems into a single, real-time view, without a traditional Salesforce UI
• Understand how MCP tooling makes cross-system integrations simpler to build and maintain
• Watch how the dynamic entitlement engine automatically attaches the right warranty or service contract when a work order is created–no manual lookup required
• Learn how Agentforce adds line-item pricing explanations at work order close, so customers see exactly how discounts and entitlements were applied
• Walk away understanding how both solutions address gaps that Salesforce doesn't cover out of the box

Victor Domatz

Principal Consultant

TELUS Digital

Most MuleSoft problems aren't technical. Code review stops happening because asking a colleague to check your work is socially expensive. Legacy Anypoint environments go untouched because nobody can see what's in them. New builds drift from business intent because the gap between what was asked for and what gets built is invisible until it isn't.

This demo shows how TELUS embeds Claude AI and MuleSoft Vibes directly into developer workflows to address all three. Automatic code review on every commit, a scored audit of the full Anypoint environment and a shared AI toolset that creates a common standard between your team and your consultant.

• See how Claude AI reviews every MuleSoft code change automatically, flagging anti-patterns, error handling gaps and hardcoded values before anything merges, no peer review required
• Watch how a Claude-powered audit maps the full Anypoint environment: risk-ranked APIs, dependency chains and a prioritized remediation sequence that makes the estate visible for the first time
• Understand how MuleSoft Vibes shifts developer focus from "how do I build this" to "is what we built correct" — an earlier, cheaper quality check
• Walk away seeing how a shared AI toolset between your internal developers and TELUS consultants creates a common standard, not a consulting dependency

Andrew Smith

Systems Principal Architect

TELUS Digital

Customers expect organizations to catch a problem before they have to report it and to understand the context when they do reach out. This session shows how IoT streaming, Data Cloud, Service Cloud, and Agentforce work together to move a signal from detected to resolved with no support call in between: real-time data detects an emerging issue, the business reaches out proactively, and the customer self-serves the fix through an Agentforce conversation that ends in real, scheduled service records.

• See how IoT streaming into Data Cloud turns device signals into an early warning — spotting an at-risk customer the moment the data crosses a threshold
• Watch how a fully automated worklow handles a proactive, personalized message that resolves the issue before it becomes a complaint or a call
• See how Service Cloud and Agentforce pick up with full context — recognizing the customer, understanding the problem, and completing the resolution in a single conversation, with no context loss between digital and assisted service
  
• Walk away with a proactive-service model that automates recurring processes, enables employees to work on high-value work, and applies across banking, retail, healthcare, utilities, and beyond

Bartek Dyczkowski

Solutions Architect

TELUS Digital

Customers experience the website, contact center, and Salesforce as one continuous journey, but most teams still measure and manage each piece in isolation. This demo shows how Quantum Metric feeds real digital behavior into Salesforce so Service Cloud agents see customer context the moment a case opens. It also grounds Agentforce recommendations in actual journey signals rather than CRM data alone, and surfaces friction inside Lightning that agents carry into every interaction. Together, these use cases connect customer experience and employee experience as one system, not two separate problems.

• Pre-contact context for agents. Auto-summarized customer journeys give agents intent, friction, and errors before the call starts.
• Session replay inside the case. Agents launch the exact pre-contact session, focused on the friction moment, with sensitive data protected.
• Agentforce grounded in real behavior. Journey and friction signals stream into Data 360, so AI acts on actual customer experience, not just CRM data.
  
• Lightning experience, measured. Adoption, errors, and workflow friction inside Salesforce are tracked, since agent friction becomes customer friction.
• Answers, not dashboards. Felix enables natural-language investigation of CX and EX questions.

Alex Richards

VP of Partnerships

Quantum Metric

Bailey Sullivan

GTM Strategy Lead

Quantum Metric

This demo follows a single banking customer through a journey stitched together by Data 360, Financial Services Cloud, Personalization on Core, and Agentforce: a life event, a browsing pattern, a credit profile, turned into an offer that feels personal at every touchpoint, from first notification to signed application. Contentful sits inside that story as the layer that keeps the language consistent across every one of those platforms, so the bank doesn't just target the moment, it sounds like itself while doing it.

• See how Data 360 unifies life-event, behavioral, and third-party signals into a single next-best-action, in real time.
• How Personalization on Core, Agentforce, and Digital Origination carry that same signal through the notification, the conversation, and the application without losing context.
• Where a content layer like Contentful fits in: keeping the language behind that personalization consistent, without becoming the thing doing the personalizing.
  
• A practical way to spot where your own platforms are personalizing the moment but not the message.

Debra Cotton

Marketing Cloud Capability Leader

TELUS Digital