Dan Reid

Thrilled to share my recent conversation on the AI with Arun Show, where I discussed how we're revolutionizing the service industry with Agentforce Service at Salesforce The service landscape is undergoing a fundamental transformation. After years of building Service Cloud, we're now entering an era of limitless service—where AI agents work alongside human teams to deliver 24/7 support that scales infinitely. Three key themes from our conversation: 🚀 Limitless Service Vision: We're empowering customers with AI agents that enhance human capabilities, ensuring every interaction is addressed around the clock while amplifying what service teams do best. 💡 Platform Disruption: Moving beyond the outdated "portal-to-ticket" model, our new Agentforce IT Service platform does away with legacy ITSM to deliver an end-to-end, Slack-native platform that's conversational, autonomous, and proactive by design. 📈 Real Impact: We're seeing 80% faster response times for customers, while our internal teams shift from reactive ticket resolution to strategic problem-solving and innovation — meeting people where they work, whether in Slack or Microsoft Teams. The future of service isn't about replacing humans — it's about amplifying human potential with intelligent automation. Excited to see how our customers continue to transform their service experiences with these capabilities. Thanks to Arun Trivedi for the engaging conversation and the platform to share our vision! Check out the full episode here: https://lnkd.in/gBZdNXMT #AgentforceService #ServiceCloud #AI #CustomerService #Innovation

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Most CPOs start in product. VENK CHANDRAN started in customer success. And that’s exactly why his approach works. On the latest #Unchurned episode, Gainsight CEO (emeritus) Nick Mehta talked with Venk, now CPO at PathFactory — about how customer success can be the ultimate training ground for product leadership. Here’s the lesson for every CS leader: If you want to influence product direction, don’t just collect feedback — recognize patterns. Venk shared three steps that helped him make the leap from CS to CPO: 1️⃣ See patterns across customers, not anecdotes. 2️⃣ Communicate insights clearly — with data and narrative. 3️⃣ Stay endlessly curious about how the product actually works. That combination — empathy + systems thinking — is what turns CS leaders into true company builders. 💡 The big takeaway: Customer Success isn’t a support function (how many times do we have to say it!). It’s a strategic pipeline for product leadership. 🎧 Full episode is in the comments: “From Arts to AI: How Venk Chandran Built Products from Empathy”

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🚀 Salesforce Announces Record Q3 FY26 Results 🚀 We just closed a strong quarter at Salesforce, powered by our customers, partners, and employees who continue to push the boundaries of what AI can deliver. 📈 Q3 Highlights: ✅ $29.4B Current RPO, up 11% Y/Y ✅ $59.5B Total RPO, up 12% Y/Y ✅ $10.3B Revenue, up 9% Y/Y ✅ $2.3B Operating Cash Flow, up 17% Y/Y ✅ 35.5% Non GAAP Operating Margin ✅ Agentforce + Data 360 ARR reached nearly $1.4B, up 114% Y/Y ✅ Agentforce ARR surpassed $540M, up 330% Y/Y ✅ Agentforce processed 3.2T tokens and has now exceeded 9,500 paid deals What’s driving this momentum? Customers are moving from AI pilots to AI in production. Customers with Agentforce in production grew 70% quarter over quarter, and more than half of Agentforce and Data 360 bookings came from customers expanding their investment with us. 🎙️ Marc Benioff, Chair & CEO, shared: “We’re continuing to execute on the path to our 60 billion dollar dream, and Agentforce is really exceeding our expectations. This is the core of our organic innovation.” 🎙️ Miguel Milano, President & CRO, added: “The last mile is hard. The last mile is hard because companies need the context.” This is exactly why customers are choosing Salesforce: to unite humans, data, apps, and AI on one trusted platform. 🌟 Thank you to our customers and partners who are trusting us to build the agentic enterprise. Your innovation is what fuels ours. If you’re exploring how AI can transform your business, we’d love to help turn that vision into real outcomes.

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A major milestone for #ResponsibleAI at Workday! Proud to see our AI development practices independently assessed against ISO 42001 and the NIST AI RMF — and validated by trusted third parties. A strong step forward in building trustworthy, ethical AI. 👉 Read more: https://lnkd.in/gVNjbTbx

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More big news from #WDAYRising for our customers and teams across EMEA. Workday has signed a definitive agreement to acquire Sana, a leading AI company building the next generation of enterprise knowledge tools. Sana will power a new Workday experience, creating the new front door for work. This means our customers across the region will have a truly reimagined, AI-native platform, offering users proactive, personalised, and intelligent experiences with enhanced learning capabilities. This is a transformative step for the future of work, and I am so excited for what’s next. Read the full announcement linked in the comments below.

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I spent the day at Salesforce headquarters getting an inside look at Agentforce, and I came away genuinely fired up. #sponsored We're talking hands-on builds, a product roadmap deep-dive from the EVP & GM himself, and conversations with some of the sharpest minds in enterprise AI. The future of human-machine collaboration is closer than you think. Full video is up, go watch it. #SalesforcePartner

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In the latest episode of the ServiceNow story, Jim is puzzled by why his customer service queue suddenly shrank. Patty explains that when one platform orchestrates all your AI, real business transformation can finally happen. We created this cast of characters, including the boss played by Idris Elba, to show how the ServiceNow platform puts AI to work for people in ways you can actually see and feel at work. Give it a watch. Let me know what lands. And what you’d do at your office with all that time back.

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I’m thrilled to share that Salesforce has signed a definitive agreement to acquire Momentum.io! This is a major step forward in our commitment to the Agentic Enterprise and a massive accelerator for Agentforce Sales. Momentum specializes in bridging the gap between unstructured conversation and structured action. By bringing their universal ingestion engine into the Salesforce platform, we are unlocking high-fidelity context from the third-party channels where work actually happens – like Zoom, Microsoft Teams, and Google Meet. For Sales teams, this is a game-changer. Imagine automatically updating MEDDIC signals and pipeline stages with 98% field coverage and zero manual entry – allowing agents to drive complex, multi-step workflows…this is Agentic Revenue Orchistration in action! I am incredibly excited to welcome Santiago Suarez Ordoñez Moiz Virani Ashley Wilson and the Momentum team to Salesforce once the deal closes. Together, we will work to close the loop between every customer interaction and immediate revenue impact. https://lnkd.in/gewG_UgN #Agentforce #Salesforce #Momentum #AI #AgenticEnterprise #CustomerSuccess

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We are excited to be part of Workday’s new AI Agent Partner Network to support the future of human and digital workflows. This milestone supports Auditoria’s mission to bring intelligent automation to enterprise finance. More on the announcement: https://lnkd.in/eAFn8rPD #Workday #FinanceAutomation

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Excellent write up from SaaStr.ai's Jason M. Lemkin on Salesforce's acquisition of Qualified this week. "...maybe the smartest AI GTM deal of 2025" https://lnkd.in/g8xVnqzx

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Salesforce has wound down new Heroku sales and paused feature innovation, while support continues. It’s a clear signal to rethink your path forward. Moving to hyperscalers like AWS, Azure, and GCP makes strategic sense, but without structure, complexity rises, costs escalate, and downtime risks grow fast. At HTC, we lead Heroku modernization across Retail & CPG, Healthcare, Manufacturing & Automotive, and Banking & Insurance. We redesign Heroku Connect into scalable, API-driven architectures that protect data integrity and future-proof your stack. Powered by HTC’s AI Migration Assistant, we automate environment analysis, hyperscaler mapping, secure configurations, scaling optimization, SOC2/HIPAA readiness, and cost visibility. Timelines shrink. Risk drops. Confidence rises. Ready for your roadmap? Book your complimentary 30-minute Migration Readiness Check. Zero obligation, full strategic insight. https://lnkd.in/dFhPKsTs #Salesforce #salesforceheroku #herokumigration #CloudMigration #APIArchitecture #AIMigration #CloudStrategy #AWS #Azure #HTCGlobalServices

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This Salesforce article has hit my feed several times today, and it highlights a pivot in the AI conversation. While I’m a huge proponent of what LLMs can achieve, we have to be realistic about their current limits. I’ve often been met with skepticism for suggesting that we shouldn’t use probabilistic AI for tasks requiring deterministic precision—which covers the majority of core business rules. It’s notable to see Salesforce now echoing this by advising customers to use "deterministic triggers" where business precision is non-negotiable. To call a spade a spade: "deterministic triggers" are essentially good, old-fashioned software code. Using AI to help write that code is a fantastic use case, provided you understand the output. Whether you are using AI to generate logic or to handle probabilistic tasks, the fundamentals don't change: if it’s running your business, it requires the same testing, versioning, observability, and discipline that has defined professional software engineering for decades. https://lnkd.in/g9gPGuwP

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"It was actually a little bit embarrassing" Joe DosSantos and his team at Workday built an agent for recurring revenue—their most critical metric 📊 It couldn't answer basic questions from finance. So they started building: custom semantic layers, one use case at a time. That's when reality hit: you can't scale thousands of agents with thousands of custom translations. At #ReGovern2025, Joe shares what they learned—and why conversational analytics is about the infrastructure, not just the experience. Watch the full session → https://lnkd.in/gwaGjj4C

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ServiceNow moved AI from the sidecar to the engine yesterday. Every product, AI-native. 80 billion workflows. Claude running across 29,000 employees. Authorization going from days to hours. That's the infrastructure story. Nobody's talking about what happens next. When AI runs across workflows that touch compliance, change management, security ops, and HR — you don't just need speed. You need a system that can say no. I've spent 15 years inside #ServiceNow environments. The transformation that breaks most enterprise AI rollouts isn't technical. It's governance. Not because the technology doesn't work — because no one designed the rules before they deployed the power. "AI-native" means the model is built in. It doesn't mean the governance is. Those are different problems. The authorization story is real. We've seen it. ServiceNow has the data. But what happens when the model authorizes something it shouldn't have? What happens when drift accumulates across 80 billion workflow executions and no one built the audit layer? What happens when the Build Agent ships code that passes review but fails compliance six months later? The enterprises that win this wave won't be the ones who activated Claude fastest. They'll be the ones who built the governance layer before they needed it. Speed without structure isn't transformation. It's technical debt with better branding.

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Some great insights from our CEO at Hevo Data on the recent Salesforce–Informatica acquisition announcement. His perspective highlights a crucial point: clean, trusted, and well-governed data isn’t just valuable—it’s foundational for any successful AI initiative.

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For Dal Sidhu, Head of Global Sales Compensation at Zoom, the difference is simple: Xactly listens. By taking the time to truly understand his team’s challenges, Xactly puts the customer first and delivers innovative technology to solve real problems. And when it comes to what’s next? Dal is especially excited about what Xactly will do with AI. http://spklr.io/6048D4rdq

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Thrilled to share the news that Workday has signed a definitive agreement to acquire Paradox, a candidate experience agent that uses conversational AI to simplify every step of the job application journey, particularly for high-volume frontline industries. We can’t wait for what we’ll achieve together! https://bit.ly/3JQjfLS #TeamWDAY

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High-performing RevOps teams don’t just manage systems. They create alignment. As Rosalyn Santa Elena and Jamie Miller shared, the real difference comes down to three things: clear communication, transparent goals, and a roadmap everyone can see. When the whole org understands what RevOps is solving for (and why) it changes how teams work together. This one’s a must-watch for anyone building trust and accountability across GTM: https://lnkd.in/eUwYz9Sm

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