By orchestrating agentic AI for both user value and business outcomes, organizations can optimize portfolio returns and accelerate results.

Make ROI a prerequisite—not a postmortem.

Elevate risk management from checkbox to growth enabler.

Thoughtful integration unlocks richer insights, improves accuracy, speeds decision-making, and drives measurable cost savings—without expensive rip-and-replace projects.

Leave no data behind.

SOSF 2024

State of Salesforce

As Salesforce democratizes agentic AI capabilities, we explore three pillars for cost-effective deployment at scale

The State of Salesforce 2025–2026

As Salesforce democratizes agentic AI capabilities, we explore three pillars for cost-effective deployment at scale.

The client experienced significant benefits, including:

Case study: Financial services organization targets personalized customer experiences with Salesforce

How to measure AI agent performance

Perspective

Optimize ROI while managing unpredictability

64% of Salesforce customers say unclear total cost of ownership makes it difficult to determine whether AI agents will save money.

Give agents an outcome—or take them off the payroll.

How to combat AI cost uncertainty

Percent saying investments have somewhat or significantly increased because of AI

Where AI is proving its worth

Pillar 1:

Benefits include:

Case study: Telecom reimagines customer support with Salesforce solution

NDS Cognitive Labs and Clip: Expanding financial inclusion in Mexico through AI

Case study

Make governance your competitive accelerator

Executives’ views about using AI to transform customer and employee experiences

Workflow decisions are being made—with or without you.

How governance boosts confidence in AI

Governance must evolve from a compliance function to become the operating system for enterprise AI.

Closing the gap in AI governance

Pillar 2:

The gen AI hyper-personalization pilot has delivered impressive results:

Case study: MOL Group revolutionizes fuel station retail experience

Water Corporation: Transforming concession processing with integrated data

Give agents a 360-degree view beyond Salesforce

69% of executives now say AI must be interoperable across platforms to have significant impact on their business.

Agents aren’t the starting point. Your data is.

Poor data availability and quality is the leading barrier to agentic AI adoption.

Why fragmented data persists as a barrier to AI

How integration technology dissolves data silos

Pillar 3:

Partner, Salesforce Go-to-Market Leader, UKI

Global Research Lead,

Senior Partner,

EMEA Partner,

Agentic AI is bundled in with CRM platforms—but it’s on leaders to deliver the ROI

Agentic AI outlook

Salesforce customers say only 33% of AI initiatives are meeting ROI targets.

The implementation of Salesforce Customer 360 has brought numerous benefits to IBM, including:

Case study: Salesforce unites IBM’s client, partner, and employee experiences on one platform

Download The State of Salesforce 2025-2026 summary and full report for insights gleaned from 1,200+ executives.

The IBM Institute for Business Value (IBM IBV), in cooperation with Oxford Economics, conducted a global survey in the second quarter of 2025. The survey targeted Salesforce customers—with a total sample size of 1,222 respondents.

Manufacturing/Industrial Products

Consumer Products

Telecommunications

Energy and Utilities

Retail

Life Sciences/Pharmaceutical

Healthcare Providers

Travel

Transportation/Logistics

Media and Entertainment

Software

Banking

Electronics

Insurance

Automotive OEM

Automotive Suppliers

Chemicals

Financial Markets

Government Federal/National

Government State/Provincial

Petroleum (inc. Oil and Gas)

Professional Services

Respondents by industry

Japan

Australia

Canada

France

Germany

India

South Korea

Spain

Singapore

Switzerland

Argentina

Brazil

China (Hong Kong only

Denmark

Mexico

Saudi Arabia

Sweden

Finland

Netherlands

Qatar

Respondents by country

How do top Salesforce platform users optimize value?

AI is redefining business by combining the social, creative and leadership skills of the human mind with advanced technology. Our studies address the key strategic questions surrounding AI.

Artificial Intelligence (AI)

AI - Research, reports, and insights

Across industries, companies are optimizing operations through automation and robotics. Our research illuminates the risks and opportunities.

Automation

Automation - Research, reports, and insights

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State of Salesforce 2025-2026

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