WEBVTT

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Now,
I'd like to take a moment to thank our

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Innovator sponsor, BCG,
for their support of Dreamforce.

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Joining me now is Federico Fabbri,
managing director and senior partner at

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BCG.

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Welcome to your first Dreamforce.

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Thank you.

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Happy to be here.

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I'm excited to have you here,
and I'd love to talk to you really

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quickly about your experience with sales
organizations.

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So we're beginning to see the rise of
agentic AI workers on sales teams.

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What opportunities do you see this shift
unlocking in organizations?

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Well,
the overall opportunity is to have a more

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effective and more engaged sales team.
In the specifics in the market,

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we already start seeing agentic solutions
deployed along the sales cycle,

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so from prospecting to contracting to
negotiations.

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And these solutions support sellers in
different ways,

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from augmented selling—which provides
insights,

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next-best action engine ahead of the
customer interaction—to assisted selling

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during the customer interaction,
especially in virtual environment, right?

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So think of coaching, nudging,
telling you, hey,

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only 30 seconds left in the meeting,
time to close—all the way to virtual

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autonomous selling,
where agents cover specific sales

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processes 24-7 from lead scoring to
nurturing to churn prevention,

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and then signal to the sellers when it's
time to engage.

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So it sounds like it's making us better,
which is great.

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So how do you see the job of the seller
evolving as AI continues to become part

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of the team?

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Well,
let me start by saying that the best

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sellers won't be replaced by AI,

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they will be made better.

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That's the idea.

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And in many ways,
they are already using it.

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We just ran a survey of hundreds of North
American sellers,

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and 60% of them uses AI solutions not
just for admin tasks but also for

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advisory—so customer outreach,
communications, and whatnot.

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So in the future,
we see even more integration of AI and

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the human elements,
with AI taking care of administrative

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tasks, CRM-related activities,
and the sellers bringing their creativity,

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empathy to customer activities.

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Yeah.

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And so there are some leaders that are a
little skeptical, right,

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on how AI is going to impact the customer
engagement and building those

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relationships.

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So what could you say or share with those
leaders that may be watching and tuning

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in?

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That's a good point.

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Well, let me start by saying that,
as I said,

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the human element won't go away.

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It will just be made better in a sense.

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And so we think the sellers will come to
their customers interaction more prepared

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with better data, better insights,
and at the right time when the customers

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are ready to engage.

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Also let me say that we have over indexed
on productivity gains and efficiency

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messages.

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I think sales leaders are more excited by
the value that AI solutions can bring to

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their teams in terms of more revenue per
customers, more cross-sellings,

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better retention rather than hey,
I could do this activity in 20% less time.

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I love it.

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And wrap us up by saying,
give us one piece of advice you could

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give to leaders that are tuning in on how
to get ready for the agent-enabled future.

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One, be bold.

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I think it's not about automating sales,
it's about reimagining it.

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And so you want to take this opportunity
to really rethink your sales processes.

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And then one caveat,
you need to invest in change management.

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I'm a big believer in the 20, 10,
70 percent split between data and

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infrastructure, algorithm,
and change management and processes.

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And if you don't invest enough on the
change component,

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you won't reach your ambition.

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I love it.

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And thank you for sharing your insights
with us today,

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Federico.
Enjoy the rest of your time here at

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Dreamforce, and thank you, all,
for watching.