The 10th annual The State of Salesforce: Future of Business provides a forward-looking view on how Salesforce is helping to shape the future of business.


Automate repetitive requests with AI

Use AI virtual agents to deflect routine customer requests, allowing customers to resolve their questions faster, and free up agents to handle more difficult cases.

Deliver omnichannel customer service

Provide seamless support and resolve customer questions on your customers’ channel of choice.

Support agents for faster resolution

Enable agents to quickly find information and answer customer questions with faster access to numerous types of data across disparate systems, multiple Salesforce orgs and third-party sources.

Salesforce contact center services

Conversational AI services

Virtual agents, embedded into intelligent workflows, can help you scale operations, reduce costs and improve employee productivity.

Cloud integration for Salesforce

MuleSoft integration capabilities give agents a unified customer record, connecting employees to customer data across front- and back-office processes and systems.

AI customer service with Watson

Salesforce Einstein and IBM Watson® provide tailored AI capabilities that unite bodies of knowledge from disparate data sources, helping employees service customer needs faster.


How to support agents during a contact center transformation

As more companies embark on journeys to digitally transform their contact centers, learn how to support your employees during a digital transformation project.

Recession ready: Leveraging smarter contact centers

By combining artificial intelligence with omnichannel contact centers to mitigate risk and improve the customer experience, banks can bring their loss mitigation practices into 2020 and be prepared for a financial crisis.

7 characteristics of a great chatbot

Deploy a virtual agent with these best practices in mind, designed with attributes and functionality to have the broadest impact on both your business costs and customer experiences.

Modernize your contact center with cognitive care

Learn how a digitally transformed contact center creates intelligent experiences for both customers and agents.

The State of Salesforce

The State of Salesforce report is IBM’s annual thought leadership report that discusses how the best companies use Salesforce.

Build a customer engagement hub

Learn how this bank turned their contact center into an engagement hub — with an ROI of 293%.

Related solutions

Field service transformation

Discover an end-to-end field service management solution that connects your CRM platform, like Salesforce, to enterprise asset management tools, predictive analytics and IoT capabilities to improve service efficiency.

Experience design services

Use strategy, design and technology to create transformative experiences that impact your customers, your employees and your business.

Digital transformation consulting with IBM Garage

Work with our limitless network of multidisciplinary experts to harness leading technologies and deliver new ways of working at startup speed with enterprise scale.