The question at AIforce World Tour London was no longer what agents can do. It was how organisations can run them well. Thousands of Trailblazers filled Excel London on 15th October, and the answer running through the day came down to three things: trusted data, governed agents, and people who are ready to work alongside them. That’s the conversation iMMERSIVE came to have.
We returned once again as Headline Groundbreaker Sponsor, with a packed theatre session, a busy booth on the Campground and a VIP After Party to close the day. Here are the moments that stood out.
Insights from the Main Stage
The main keynote was led by Zahra Bahrololoumi, President & CEO UKI at Salesforce, alongside Rob Seaman, EVP & GM, Slack, Paul O’Sullivan, SVP, UKI Solutions, Katie Sutton, Senior Director, Solution Engineering, and Emma Plomer, Director, Solution Engineering. Together, they explored how organisations can unlock trapped value from anywhere with AIforce, Salesforce’s new interface layer that brings Salesforce data, workflows and governance into the tools teams already use. They also set out what it takes to become an Agentic Enterprise, Salesforce’s term for an organisation where people and agents work side by side.
For the Agentforce showcase, Paul shared how one customer is using Agentforce to understand not just its customers, but the context behind every conversation. The numbers were hard to ignore, with an impressive 35% improvement in first call resolution.
Katie then turned to Customer 360, with an industrial customer that has recently brought Agentforce into the business. It was Piper, Salesforce’s AI SDR agent, that stole the show. Katie showed how Piper engages website visitors in real time over chat, voice and video, qualifies them against CRM data and books the meeting while interest is hot. It works the inbox the same way, around the clock, so no inbound lead goes unanswered. Watching it run on a live website, with a real customer, made the case better than any slide could.
Finally, Emma Plomer took on data foundations with Data 360, and made a point that stuck with the room. Models are brilliant, but they don’t know your business. They need trusted context to get it right. She also showed how Salesforce keeps a growing number of agents in check with Salesforce Guardian. Guardian sets the guardrails, MuleSoft discovers agents as they come online, and Agent Fabric brings registry, governance and visibility into one place. The result is a clear view of risk, and the ability to catch agents before they go rogue.
It left the room with one clear idea: the value of Salesforce is no longer tied to a single screen, it’s available wherever your teams choose to work.
The Dreamforce Shifts That Shaped the Day
The Dreamforce shifts we expected to drive conversation on the Campground came up again and again.
AIforce sat at the heart of it, with visitors keen to understand what each part of it could mean for their own teams. Claudeforce caught the attention of anyone already using Claude, with the idea of pulling Salesforce data straight into their research and analysis. Slackforce felt like the quickest win for many, bringing customer insight into the channels where decisions already happen. Agentforce Coworker sparked some of the liveliest conversations of the day, as teams pictured an AI colleague working alongside them inside Salesforce itself.
Running agents after launch was the other common theme, echoing Emma Plomer’s point on the main stage: building an agent is no longer the hard part. Owning it, monitoring it and proving it works is where the effort now sits.
The Acquisitions Everyone Wanted to Understand
Crowds gathered to hear use cases and detail on Salesforce’s recent acquisitions, including Contentful, Qualified, Momentum, Fin and Informatica. Together they fill in the stack behind the agents: data from Informatica and Momentum, content from Contentful, and the customer-facing agents from Qualified and Fin.
Our team has really enjoyed starting enablement around these new innovations, so we can help our customers be among the first to capitalise on their fantastic potential.
Our Session: Beyond The Use Case: The Human Side of AI Adoption
In Theatre 4, iMMERSIVE’s own Marcelle Braithwaite, CRO, and Amy Carlton, Head of Advisory, spoke to over 300 attendees about the part of AI adoption most programmes underestimate: the people.
Marcelle opened by taking the room back to their first job and the colleague who taught them judgement, the very work AI is now picking up. From there, she broke down where AI’s value comes from, and why most of it sits with people rather than the technology. Together, they then walked through the four places people get left behind, from mixed AI maturity within the same team and the stigma driving shadow AI, to the human judgement AI can’t replace and org charts that haven’t caught up with agents.
AI adoption succeeds or stalls with your people, not your platform.
Missed the session and want to find out more? Read our session recap here.
At the Booth: Turning Announcements into Plans
From the moment the doors opened, our booth on the Campground was where Trailblazers came to turn the day’s announcements into real plans. Our team ran live AI demos, shared our take on the latest innovations, from AIforce and Claudeforce to the latest acquisitions, and got into the harder questions: where to start, how ready their data and people are, and how to govern agents once they’re live. Our change management and advisory experts were in demand all day.
It was a real highlight to welcome Zahra Bahrololoumi CBE and her leadership to the stand, where we talked through how Salesforce and iMMERSIVE can continue helping organisations make the most of AIforce in the year ahead.
Agentic AI readiness starts with an honest look at where you are today. Our AI Scoping Workshop helps you pinpoint where AI will make the difference, and what needs to be in place first.
Closing the Day: The iMMERSIVE & Salesforce AIforce VIP After Party
As the show floor emptied, customers, partners and Salesforce leaders made the short walk from Excel to Forge Bar for our exclusive VIP After Party. After a day packed with conversations on the Campground, it was the place to keep talking over a drink. We were delighted to welcome almost 300 people including Zahra Bahrololoumi and her leadership team once again, as they joined us to celebrate the day.
Guests were greeted with a glass in hand, and an evening of drinks, canapés and bowl food followed. It was the kind of setting where conversations came easily, with ideas swapped, notes compared and connections made that will last well beyond World Tour.
Chris McGeever moved between groups with close-up magic, entertaining guests throughout the evening, while the interactive darts board brought peers together from across the ecosystem, sparking plenty of laughter and even more conversation.
A huge thank you to our event partners GoMeddo, Vonage, Dun & Bradstreet and CloudCo Solutions for making the evening possible. Nights like this show how strong this ecosystem is when it comes together.
Let’s Keep the Conversation Going
If one message ran through every session, demo and conversation, it’s this: the technology is ready, and the organisations that pull ahead will be the ones that get their people, data and governance ready alongside it. Salesforce showed where the platform is heading, wherever your teams already work, with the permissions they already rely on. Whether it pays off depends on people, because most of AI’s value sits in people and process rather than the platform.
Whether we met at the booth, at our theatre session, or over a game of darts, we’d love to carry on where we left off. If you want to explore what AIforce means for your organisation, find your highest-impact AI use cases or get your teams ready for what’s next, get in touch with our team today, or drop us a line at hello@immersiveAI.co.uk.
