Gautam Vasudev
Customer experience voice
5 stories · newest first · 5 in 2026 · 0 in the last 90 days
The Board-Floor Gap Is Closable - Here's the AI Playbook
If you read our scene-setter on the Board vs. The Floor tension — or watched the full video interview with Salesforce's SVP of Agentforce Contact Center — yo...
Rob Scott · 5 min read · 10 Jun 2026
The Contact Center AI Gap Nobody in the Boardroom Wants to Talk About
The scene is familiar to almost every CX leader working in a mid-to-large enterprise today. The CEO has seen the numbers. Salesforce cut its own customer sup...
Rob Scott · 4 min read · 3 Jun 2026
Your Board Wants ROI in Six Months - Your Contact Center Needs Eighteen
Is your board expecting AI ROI in six months while your contact centre needs eighteen? You're not alone — and that gap is producing some genuinely bad decisi...
Rob Scott · 1 min read · 3 Jun 2026
Agentforce Contact Center and the New Battle Line: Where Should CX Live?
Salesforce Agentforce Contact Center splits analysts and vendors. Here’s what CRM-native CCaaS means for CX leaders weighing consolidation vs flexibility.
Rob Wilkinson · 6 min read · 30 Mar 2026
Inside Agentforce Contact Center: The New "AI Plus Human" Workforce
Salesforce SVP Gautam Vasudev explains why cost pressure is pushing adoption, but why cost-only thinking can backfire fast.
Rob Wilkinson · 1 min read · 26 Mar 2026