Salesforce's UK and Ireland CEO Zahra Bahrololoumi CBE made it clear that the future of enterprise isn't about replacing humans with AI. It's about building what she calls the "agentic enterprise," where AI agents and people work together to drive customer success.
Speaking at the Agentforce World Tour in London, Bahrololoumi's message resonated through customer stories, live demonstrations, and bold commitments. Salesforce announced a £6 billion investment in the UK through 2030 to establish the region as a leading AI and data hub.
But the real story unfolded on stage, where Simplyhealth, Pandora, FedEx, and PepsiCo revealed how they're using Agentforce to transform operations, not just optimize them.
Simplyhealth: Doubling Customer Service Capacity
Claudia Nicolls, Chief Customer Officer at Simplyhealth, shared how the healthcare provider is using Agentforce to serve 2.5 million members more effectively.
The challenge was familiar to any CX leader: teams overwhelmed by routine queries, unable to focus on the moments that truly require human empathy and judgement.
With Agentforce, Simplyhealth automated FAQs, case updates, and personalized outreach. The result? The company now serves double the number of customers each day, as Nicolls explained:
"Our purpose is to improve access to healthcare for all in the UK. We needed a partner that could help us be faster, smarter and larger. Salesforce has the tech, but also the mindset: human first, trusted and ambitious."
The partnership allows Simplyhealth to separate cost from scale, a critical capability for regulated industries facing increasing demand.
Pandora: Shopping Within a Conversation
Pandora's use case demonstrated how AI can replicate the warmth of in-store service at digital scale. The jewellery brand operates in over 100 countries and sells more than 100 million pieces annually.
To maintain personalized service online, Pandora built "Gemma," an AI concierge powered by Agentforce Service.
Gemma handles 60% of support reasons and guides customers through personalized shopping experiences.
During the demonstration, Gemma recommended products based on past purchases, surfaced pricing and product details within a conversational interface, and seamlessly transitioned from chat to voice when the customer needed to book an in-store appointment.
The demo also highlighted Agentforce Builder and Agent Script, a new scripting language that allows teams to set guardrails using natural language. When Gemma initially failed to offer an appointment booking, the Pandora team adjusted the logic in real time and redeployed the agent across all channels instantly.
"This is the future of customer connection, agents and humans working seamlessly to provide moments of spectacular joy every time," she said.
FedEx: Turning Unstructured Data Into Actionable Intelligence
FedEx's story illustrated how Data 360 and Intelligent Context solve a problem that has plagued enterprises for years: extracting meaning from complex, unstructured documents.
FedEx account managers handle thousands of small business customers with questions about international shipping regulations, export zones, and compliance requirements.
Traditionally, answers were buried in 200-page PDFs filled with tables, charts, and footnotes. Intelligent Context processes these documents differently. Instead of converting content into raw text, it creates an index that preserves structure and relationships. When an agent queries the system, it retrieves meaningful chunks of data rather than disconnected text strings.
The demonstration showed how FedEx agents now receive fast, accurate answers to complex shipping questions, with Data 360 governance automatically masking sensitive employee contact information before presenting results.
The platform also introduced Agentforce IT Service, which provides conversational AI support directly in Slack or Microsoft Teams. Employees receive instant help with password resets, missing applications, and software issues, while IT teams focus on complex problems.
When a VPN outage affected multiple employees, Agentforce identified the pattern, traced the issue to a failed software update and orchestrated the rollback automatically.