Salesforce continues to evolve its digital experience capabilities by embedding artificial intelligence across its platform. Forrester’s report, The Impact of AI on Digital Experience Platforms, discusses how vendors like Salesforce are integrating agentic AI and Generative AI (GenAI) to streamline experience operations and empower practitioners.
With tools like Agentforce, Salesforce is moving beyond traditional automation to deliver intelligent, connected experiences. These innovations are designed not only to enhance customer engagement but also to support the practitioners behind the scenes — enabling smarter orchestration, faster decision-making, and more efficient workflows.
Agentic AI Unifies Data and Drives Action
Salesforce’s agentic AI capabilities are designed to simplify complex orchestration across its ecosystem. These intelligent agents help practitioners navigate vast feature sets, automate routine tasks, and unlock insights from unified customer data.
Perficient’s Salesforce Consulting Managing Director Megan Glasow has seen growing interest in these capabilities, especially as organizations look to consolidate their tech stacks and reduce friction in experience delivery.
“Salesforce’s consolidation of DXP components paired with tools like Agentforce is helping clients streamline orchestration and unlock hidden data. We’re guiding them through this transformation with a focus on integration and measurable outcomes,” said Glasow.
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Using GenAI From Content to Code
Salesforce’s GenAI tools are also enabling marketers to generate personalized content, optimize campaign strategies, and even build applications with minimal coding. These capabilities help teams move faster and deliver more relevant experiences across customer journeys, but speed alone isn’t the goal. As Glasow explains, success with GenAI depends on thoughtful implementation and alignment with business strategy.
She said, “We’re helping clients explore how GenAI can reduce manual effort and accelerate personalization. But it’s not just about speed. It’s about aligning AI with business goals and ensuring responsible use.”
Driving Innovation with Responsible AI Adoption
Successful AI adoption in DXPs requires more than just technology. Organizations must invest in strong data foundations, human oversight, and change management to ensure responsible and effective use of AI. These are areas where we continue to guide clients with strategic consulting and hands-on implementation.
We’re honored to have contributed to the research in an interview for Forrester’s report , The Impact of AI on Digital Experience Platforms. We believe it reflects our deep expertise in helping enterprise clients implement and optimize DXPs like Salesforce. Whether it’s integrating predictive analytics, deploying cognitive copilots, or improving data governance, our teams are leading the way in enabling AI-powered transformation.
If you’re exploring how to bring AI into your DXP strategy, we invite you to connect with us and keep the conversation going.
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Access the report here (available to Forrester subscribers or for purchase).
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