Agentic Telcos Scale Profitable Growth | Telecom Keynote, Dreamforce 2026

Please welcome SVP and GM Communications, Media, Energy, Salesforce, David Fan.

Good morning, everyone. It is great to be back here for the Communications, industry keynote. Before we start, I want to thank you everyone for being here at Dreamforce and on Salesforce+. It is so good to see you all, and I can feel that you just brought the energy from last night into this early Thursday morning session. Is that right?

Yeah!

Can you feel it?

Yeah!

Awesome. Thanks for doing that. And I hope that you also enjoyed the show last night as well. Funny enough, 2 years ago, our keynote was at this exact same prime time slot. We talk a lot about AI. We talk about the potential of AI. In the last 2 years, AI has changed so much. It changes everything we do. At Salesforce, it means it changes how we serve our customers, and how we deliver innovations to our customers. Here's an example of how we take a requirement from our customers, analyze it, and deliver a clickable prototype within a matter of hours. Now, what this means to our customer is you are able to get out innovation faster and also able to get— realize the ROI quicker. So this is awesome, and you're going to see more innovations throughout this session. Now, but we are here to celebrate you because you are all leaders in this industry. Telco is the early adopters of AI. McKinsey shared that telco has the highest adoption of AI across all industries outside of tech. So you are all innovators. Congratulations. Now, 2 years ago, we also talked about how industry was growing at 1%. Yes, 1%. It wasn't very good. And we said we're going to do something about it. And we did. Since then, many of you have incorporated AI into your core business. You have also looked at expanding new revenue streams, leveraging AI-related offers. Now today, our industry is surging to nearly 5%, and great job to you all. But 5% is just the beginning. We're gonna talk about how we're gonna take this to the next level. Now, while we have a lot to celebrate, at the same time, success breeds new complexity. Some people will call it as more money, more problem. You want to be able to use AI to solve complex cross-domain challenges. The reality is you have trapped data and IP in different silo systems. You also want to innovate fast and vibe code. The reality is you also need to vibe operate and avoid AI crawl. Sprawl. So, vibe coding is great, but it is not the answer for solving complex problems. You also want to be able to predict outcome and growth. The reality is, the reality is the cost is a lot higher than you expected, and we are all facing token maxing. So what— so this is where Salesforce comes in. Salesforce for Communications can help you to remove all the complexity and allow you to focus on growth. With Salesforce for Communications, it allows you to help— allow you to acquire, expand, and retain customers leveraging the number one agentic CRM. It allows you to unlock experiences anywhere. It allows you to scale AI leveraging the industry-specific agents. It also allows you to predict outcome by balancing the predict determinism and probabilism. And this is why the top 22 of the 25 telcos partner with Salesforce. And the reason for that is telcos— Salesforce is the only one that's able to bring all these elements together to power an agentic telecom platform across data, applications, agents, and interface. Well, let's talk about the data. Data 360 gives you the ability to govern unified data across your BSS and OSS. With the industry-specific semantic data model, it gives you the additional insights so that you can power your humans and your agents. Customer 360, it gives you that determinism and deterministic processes to manage your concept to lead to cash to order. And that powers the actions for your humans and your agents. Now, we have over 100 agent actions and agent templates that allow you to accelerate, scale your AI. With the latest announcements of AI Force, this gives you the ability to expose all that into any interface and any channel, allowing you to interoperate with any system and any agent. Now, profitable growth happens across every customer experience. It allows you to acquire customers anytime, anywhere. It allows you to expand leveraging insights and your processes, and also allows you to retain customers and grow your customers for life with always-on services. Now today we are very fortunate. We are going— we have 3 leading telcos globally going to be here to share their stories, to look at how they rely on our trusted platform to help them to scale profitable growth. We have AT&T, KPN, and Telstra. You are going to be hearing their story and you're going to be able to visualize how our platform can help them to scale profitable growth. So, let's get started. Please welcome Christine.

Thank you, David. So good to see you. Thank you. Good morning, everybody. Well, thank you so much for spending your Thursday morning with us, our last day of Dreamforce. My name is Christine Magnuson. I have the privilege of leading our go-to-market technical teams, working with our tech, media, and telco accounts here in the US. And as a part of that, I'm privileged to have so many conversations across these customers in all areas of AI adoption. But I'm constantly hearing 3 things. They need real ROI, value that is proven. Trust is not an option. And we need to take into account their complex legacy systems. Now, the good news is, is Salesforce is here to unleash your teams to provide new customer experiences across any interface with headless. This is about bringing new innovations that you couldn't even think about 2 years ago. Whether you have a custom app, we can do that now. Claude, you've seen a lot of that this week. Text, chat are now table stakes, and voice, it's actually good.

This—

it's really exciting, and it's not just about the experiences for your customers, but it's unlocking your teams. Now we can have the best of humans with the scale of AI to really bring new experiences to life. All right, but you don't really want to hear it from me. You want to hear it from AT&T, They're one of the customers really bringing this reality to life. With over 130,000 employees and 100 million subscribers, AT&T is an agentic enterprise experiencing real ROI and value. Please help me welcome to the stage John Miller, VP of Consumer and Business Solutions. John.

Thank you.

John, it's so great to have you here. Thanks so much.

Thank you.

So, we've had a long history with AT&T. Can you tell us a little bit about the 20-year partnership?

Sure, I'd love to. So, one of the things I love about both Salesforce and AT&T, we always put customers first. I love the fact that at Dreamforce, the first thing that you do is say thank you to your customers. So, one thing that I'd love to do is say thank you to our AT&T customers, both present and future. But the other thing I'd like to do is talk a little bit about, like, what we've done together.

Yeah.

So, the big thing that we've done is we've started putting CRM at scale across the company. For most of our customers, we are the phone company, right? So, we get over 750,000 calls every single day into our contact centers. The majority of those actually have AI that help drive containment. We have millions of customers going into our stores every single month. And I'm happy to say that with Salesforce, we are able to put CRM to each and every one of those transactions so that we know our customers better and we can serve them better. The cool things we've done around having customer support summaries so that we have transparency through AI, so we send out and say, hey, here's what we've done on your account. The amazing things we've done around a 90-day summarization of, of that customer's account as well, so they don't have to repeat themselves as they come into our stores or into our centers. We've done a lot of great work together over the last 20 years that have made it better for our customers.

That scale is truly impressive. Now, AT&T has always been at the forefront of AI. In fact, I would say you're ahead of many of my tech customers. Why come to Salesforce for Yeah, we—

I would say that we've been doing this for a while. A fun fact, in 1956, AT&T was in the room when the term artificial intelligence was coined. So we've been doing this for just a couple of years now. The one thing I would say is that we have done and put a huge amount of investment and time, money and effort into, like, AI, building our own large language models. We wanted to make sure that with our large language models, we could always protect our customer data and keep our IP within our own virtual 4 walls. So as we started looking at it, and these LLMs were amazing, we were competing with the Chinese in terms of speed and accuracy. But one of the things we started looking at was, We wanted to have a partner that we could use that IP, but still have all the infrastructure. And Salesforce came in and said, we have Agentforce. You can use our trust layer to actually embed your own LLM into this. So you have your IP, you keep it safe, but then you can use all the benefits of the platform. Beyond that, when our strategies started changing— and this is probably some of the things that you are doing, where you start going, hey, You know, there's all this innovation around these new frontier models. How do I start innovating faster? How do I get some of that? And your platform allowed us to have both our own LLM as well as being balanced about that and start using those frontier models as well. So you gave us the best of both worlds.

Oh, that's an amazing story to hear. Thank you for sharing that. Now, we've— let's talk actually about acquiring customers in your retail stores. We've been on a long journey on this, multi-year in fact, a lot of complex systems at AT&T. And when we announced headless, you came to us with a net new vision, really exciting. And 10 weeks ago, we started a new project with your teams. Can you tell us a little bit about it?

Sure. We came with a big, hairy, audacious goal. We said we want to transform our our retail experience. We really want to start thinking about agentic. We want to start using things much differently than we've ever done before, and we want to do it fast. And so, we came to Salesforce and said, let's go do this. You have headless CRM, you have Data Cloud, you have Agentforce. How do we use those to truly transform the experience and make an amazing experience for our customers and for our employees and our experts in our stores? And one of the things that we did was we came together and we started re-envisioning how the retail process works.

Mm-hmm.

We started thinking about what works, what doesn't, how to go fast, and it has been an amazing journey. So one of the things we've done in, in under 2, 2 months is, is that we were able to go from idea to pilot in a real production store, um, with all of these things. We said, let's start having agents start thinking about our customer data and then creating briefs to understand those interactions with our customers and then provide to our experts to create better experiences. We said, let's create an agent that actually starts thinking about the offers, but make it super customized for that customer using their customer data to say, look, if you have an iPhone 13 and you want an iPhone 18, here's the differences. Here's the 3 reasons why you personally would benefit from this. It was an amazing experience because we went so fast. And one of the things that I love about this project I truly love it. At AT&T, we say that connectivity changes everything. And with these agents, we were able to have more human-to-human connectivity because the agents did the backend work so that the experts in our stores could take their face out of the iPad and make that real connection with our customers. Become that trusted advisor. The human-to-human element there was amazing. And beyond that, one of the things that I love is that our company, AT&T, is being bold. We are a 150-year-old company that is moving at the speed of a startup. Think about this. We did something in 2 months that has previously taken over 2 years. We were able to use all of our IP from Salesforce, all the things we've already invested in, in terms of how we do buy flows, how we search for customers, how we do fraud, but we were able to take that into an application that was multiple times faster using React Native, and it was more stable, it was a much better experience overall. In 10 weeks. Pretty amazing.

Well, it's incredible, John.

Yes.

Thank you for your bold vision. Thank you for being an amazing partner and customer. And thank you for coming to Dreamforce and sharing your story. I think it's really incredible.

Thank you.

John.

If you want to hear more about AT&T's story, please visit the Agentic Enterprise City where they have demos, they have deals, and they have prizes. So, don't miss out. Now, I'm a solutions leader, so I would love to show you all some product. And to do that, please invite to the stage Yasmina and Joe.

Thank you, Christine. Great to see so many familiar faces in the room today. So, my name is Yasmina. I'm the Telco Industry Advisor at Salesforce, and I'm joined today by 2 awesome demo drivers, Joe McMaster and Shitij Shivani, can you do a hands of applause for them, please? So let us start where every journey does— acquisition. Now, what causes customers to shop around? It's often frustration, and that's when you want to reach them wherever they are. Let's dive into the demo. So meet Samantha, small business owner juggling 10 mobile lines with Pulse, Frustrated and unsure, she turns to Gemini for help. Now, while Gemini's coming up with a few proposals for her, Samantha spots one thing that looks quite interesting. QuadStar Communications. They'll tailor a competitive offer for you within seconds. Just upload your bill. Intrigued, she heads over to QuadStar's web store. And notice this UI? This is not a Salesforce UI. It's powered by Agentforce for Communications with MCP enabling headless to bring AI right to the storefront. Now Samantha decides to go ahead and upload the latest PDF version of her bill, and she selects it. And while we're doing this experience in the web store, the same experience can be exposed in a custom app or any interface of your choosing. And here the agent has extracted all the important information about Samantha, as well as checking the eligibility of all 10 of her lines. Now, the bill itself is extremely rich and gives us a lot of information about the customer's usage, but the agent wants to know more. What's driving Samantha away? And she's clear, better coverage and better price. So she goes ahead. Now, behind the scenes, this may seem like a simple lookup, But what's happening here? The agent runs the context against QuadStar's product catalog rules and policies and runs it through deterministic flows to land on a tailored recommendation. And knowing Samantha's frustration with dropped calls, it surfaces QuadStar Turbo, a feature that prioritizes her traffic on the network. Samantha is quite intrigued, but she really wants to understand how does this offer differ to what she already has. So the agent drafts a quick comparison and the value is obvious. Samantha decides to go ahead and clicks yes. And while we've collected most of her details through the bill already, all that's left are payment information and she's ready to go. Now the agent lays out the final offer one more time For Samantha to check before she confirms. And from here on, it's easy. The agent takes care of everything. All Samantha needs to do is authorize the transfer. So let's recap what we saw. None of this lived on a Salesforce page. It happened within QuadStar's own storefront. And if we recap some of the information that we saw— can we have the slides, please? Next slide, please. If we recap some of the really cool things that we saw, we had a quoting and ordering agent that allowed us to make an order from anywhere, as well as MCP enabling headless. And all these really great innovations are available for you to use today with your teams. Now, customer acquisition is quite important, but so is expansion. So let's get Kishore on the stage to tell us a little bit more about that. Come on, Kishore. It's me now.

Good morning, everyone. Hi, I'm Kishore Sanidhanam, and I'm the Global Industry Strategist for Telecommunications here at Salesforce. In my role, I have the privilege of speaking with many of you globally about your innovations and experiences. And in these conversations, a few recurring themes occur. We all want to be able to build scalable systems that are open and interoperable. You want to launch products and promos faster in the marketplace, and you want to have better insights into your customer lifecycle. Now, with Communications Cloud, you have industry-specific agents, workflows, actions, and more to help you do exactly that and expand your customer value. We've heard David talk about this a little bit in the introduction, but to double-click on it, if you want to connect to your backend billing systems, you can use TMF Open APIs, for example. If you want to launch promos and bundles faster, you can use agents, and you can use semantic data models to get better insights. To bring this to life, I want to talk about a customer, KPN. For those of you that don't know who they are, they're the leading telecom in the Netherlands with over 30 million subscribers. There are some stats on the screen about them, but the thing that I was really impressed by is they're doing this agentic transformation through predictable outcomes. For instance, they know a transaction that's resolved in their call center using Agentforce costs less than 3% of their average benchmark costs. And this is enabling them to prioritize complex cases to their human agents. To tell us more about this, please help me welcome Taiman Barnes, VP of IT, KPN. Come on up, Taiman.

Thank you, Kishore, for being here.

Thank you for being here. Now, Teymin, first of all, thank you for waking up early in the morning like you promised.

Yeah, I did. Went to bed early yesterday as well.

That's awesome. We've had over a decade-long partnership with you guys. We've done a lot of great things with you, but now you're leveraging AI to expand your business and your customer value. Can you share a bit more detail about that with us here today?

Yeah, I will, I will. And firstly, what I think is very important is that I'm here, and it's a real honor to be here, but I'm here because my teams and the teams of you guys of Salesforce are working so closely together that we have— we are reaching these results and that we can talk about it. So I would really like to thank all the people working for it, because from my perspective, it's transforming our business and expanding our business is a people-related thing. I think We're talking here a lot about composability, orchestration, personalized offering to our customers, maybe also personalized, how do you say it, personalized stuff for our employees ourselves as well, that sometimes we tend to forget to bring our people along. And our success together with you guys and us guys is one, having the platform we're building together, But I think on the other hand is we continuously are changing our approach towards adopting AI, towards our business transformation, and to stop incrementally change our business processes, but really redesign our platform. So I think that's really key for us. We made some failures on it, of course. We continuously, if I'm here, I think, okay, we have great results. We're maybe what you're saying with the 3%, it's amazing what we're doing. But if I'm here, I think, okay, why are we only here? Are we doing the right stuff? Because technology seems to be unlimited opportunities for us, and we're only just launching our first agents. We have an orchestrator in, so we can accelerate, but for some reasons, we're only here. So I think we need to rethink how we work together as, on the one hand, as partners, but also on management. And what I've learned along the journey is that asking our people to change, work with agents, but not bringing them along and not challenging ourselves as management is really key in the transformation. And that's also what I bring from today.

I know in our conversations when we were talking about this, you were talking about how quickly you were able to get to this point. You guys have launched in less than a quarter about 5-ish agents that are producing value for you. Can you tell a little bit more about what's the secret behind that?

So the secret behind that is 2 parts. So we are launching agents now quite, quite quickly, especially for B2B. I think it's quite very impressive, but it's a journey for 5 years, I would say, already. We started for SMB having really tough conversations between us, the business, but also on board level if we want to really have a personalized and digital experience for our customers, we really need to change how we set up our business. So we started changing and migrating away loads of legacy platforms, loads of M&A platforms to the Salesforce environment.

Thank you for the trust.

Yeah, yeah, yeah. That's the trust over there. That's really key. But we are also very bold in rationalizing our portfolio, and we're still on it on our large enterprise because otherwise we cannot scale. So there's From a business perspective and from an IT perspective, if we cannot sell our business online on an e-commerce platform, we also are not able to scale our AI properly. So these decisions we're doing, so cleaning out data, stopping portfolio enhancements for the last 5 years to get here, that we're able to scale from an e-commerce mindset now towards an AI-first mindset is really the key of our success. And I think on your platform, what we're scaling now, having orchestration in to also now quickly accelerate on our agents and get what you said. And I also heard AT&T saying the quality that our people can spend with our customers is so much higher than before because they have all the information, data is correct. We have, we know everything about our customer in the conversations, that handovers and all these kind of things, it doesn't bother and it doesn't matter anymore for our customers because we know the customer and we know exactly where they're at.

Yeah, I know, it's awesome. When we were talking, you talked about it was not always like this, but now it's kind of hard to tell who's Salesforce and who's a KPN employee.

So sometimes it is, sometimes it is.

I mean, amazing. Yeah. So where do we go next?

Where we go next, I think fully, fully accelerating on the personalized experience on our platforms for small, medium enterprise and business until 650 seats. With a full focus on personalized experience for our customers. But we need to scale this towards our LE and professional services platforms as well. I think that's our main challenge for now is how to rationalize that portfolio, how to get the customizations a bit more out of our technical platforms, but still have the experience with our customers that they have a personalized and customized experience with our, well, composable capabilities underneath it. orchestrate it with our own platforms, with the Salesforce platform, and have a customized experience for all of our customers and our—

That's awesome.

Yeah.

Thank you for sharing this with us, Taiman.

Thank you very much.

Please give a round of applause to Taiman. Now let's bring the demo team back up to see how we can expand and grow customer value. Come on up, Yasmina.

Thank you, Kishore. Amazing interview. Now remember that 5% growth rate that David mentioned? Well, winning means staying sharp on the competitive front. So let's dive into the demo. Let's meet Jennifer. Jennifer is product manager at QuadStar, and she's watching SMB win rates against her biggest competitor Pulse closely, and it's sliding. Now, what you're seeing here is powered by Data 360 for Communications, where the agent pulls from multiple sources, competitive intel, competitor websites, as well as uploaded invoices— remember the one we saw earlier— to give you the rich insights on the screen. Now, if we zoom in by offer, we can see that we're actually doing quite good against Pulse 500 and 150, but we're doing badly on the Pulse 1 gig. That's the leak in our growth story. So Jennifer, she decides to go to her AI assistant right there in Slack to figure out why and help her fix it. And we can see the main reason is Pulse is running an aggressive promo and offering an extender and install for free. So the recommendation of the agent is clear. Let's do a promo first and a bundle, and if those don't work, then do a price cut. Now Jennifer agrees, but she doesn't just want to match Pulse. That's a race to the bottom. So she decides to shape this her way. Let's bundle in Google Workspace, something Pulse doesn't offer, and small tools that small businesses rely on. And let's do a 10% limited-time promo to win the deal now. Now, here what you can see, the agent is running checks in the background, making sure that all the guardrails are within— all the guardrails are respected, as well as the rules so that AI doesn't execute blindly. We're making sure that before any changes to the product happen, Jennifer is aware of them and she can preview everything first. Now, once she's happy with this, she goes ahead and she approves. And only then do the changes go live. Tracked and reversible with no surprises. And anyone who's ever been in telco knows that this usually takes days of back and forth. And here, the best part, the change instantaneously happens live in Salesforce. And what we're going to see, a new offer and a new price, zero manual setup. That's great. Now, Jennifer wants to go back and make sure that she wins on the deals that she lost. So she turns to her agent. Let's run a campaign and look at the leads for PulseOne Gig in the last 6 months. She sets the direction, the agent does the heavy lifting. And let's see what this campaign looks like. Remember Samantha, the user that we acquired in the first demo on mobile? Well, here we're seeing a personalized fixed-line offer really helping her see the value in expanding with us. Now let's recap what we saw. We had a competitive intel agent, who spotted the leak. We had an offer agent who fixed it. And Jennifer, well, she turned the loss into a win in seconds. And the best part? All of these are GA today. So ask yourself, is there a leak in your business today that you haven't seen yet? Well, that's the gap these agents can help you close. Now, we've spoken about acquisition and expansion, and they are important, but so is retention. Because acquiring new customers costs a lot more than keeping them. So let's bring back David to the stage to tell us more.

What a great demo. We talk about AI changes everything we do. The demo you just saw changes how we compete. Do you like the demo? Great job, Yasmina and Joe. Jasmina also talked about retention. Retention is critical to driving growth. Now, it is not always easy because of the competition out there and the rising expectation. This is where Salesforce comes in. We help our customers to retain and grow customers for life with always-on service. The way we do that is give our customers the ability to understand their customer, and to be able to personalize experience anywhere. So that's one. We also help our customers to scale by leveraging humans and agents working together and also leverage the industry-specific agents and actions to scale the AI. We also help our customers to take every moment of the interaction and to turn it into a growth opportunity. opportunity. So today we are very fortunate to have one of the leading telcos in the world, Telstra, here with us today. Telstra is the leading telecommunications and technology company in Australia. So please join me in welcoming Nathan Gumley. Thank you, How you doing, Nathan?

Hey, mate. Thanks for having me.

Yeah. Thanks for spending the week with us.

No, it's great. I mean, 9 AM the morning after Dreamfest. I'm just really grateful we're doing a keynote standing here.

You look fresh.

Yeah. Yeah, no, it's great. And we don't have to walk around the room. There's no—

No, no. We can just stay here. We're so comfortable here.

Yeah, it's great. It's great.

So Telstra and Salesforce has a long partnership.

Yep.

And we've been doing a lot of things together. Can you share with us some of the advantages that you see with Salesforce and Agentforce?

Yeah, look, I think you spoke about it a little bit earlier. The telco industry has struggled. I think, yeah, revenue is growing. But I'd say when you look across the globe, there's only about 30 telcos that are actually delivering a return greater than the cost of capital. That's terminal. That's really, really bad, right? So we have to find new ways to be able to address that. And I think for me, the opportunity around Salesforce and Agentforce is absolutely one around reducing the complexity. That complexity you talk of, the legacy that you talk of, that's an anchor for us. But most importantly, it's an anchor for our people. And I think when we look at the opportunity with Salesforce and Agentforce, we're really taking an orientation towards how we make things a lot simpler. I was in a media interview yesterday, and one of the questions I was asked was about the people and the engagement and the willingness to be able to use a lot of the capability that we're rolling out with you guys. And the reality is the people that are asking for it most are the people that are speaking to our customers. They're the ones that feel the complexity of those really frustrating processes.

Yeah.

And so when we look at the way that we're approaching that, that's absolutely kind of picking those really painful processes and finding ways to be able to deploy agents to make that a lot simpler. But it's also really important for us to do that in a very safe and responsible way. And we can take a lot of confidence out of the work that we do with you and the capability you have on the platform to be able to do that with strong governance, strong audit trails, and that gives us a lot of confidence. It gives our people a lot of confidence, but most importantly, it gives our customers a lot of confidence in what we're able to do, and that means a simpler, better experience.

That's awesome. That's one thing that impresses us the most is Telstra made a very aggressive and bold move when it comes to reducing the complexity of your IT stack. Can you tell us a little bit more about that?

Yeah, I think it was 2019, We were going through a bit of a hard time in terms of just looking at what was ahead of us. We'd made some pretty big transitions and sold our fixed network back to the government. And so we had to make a decision around how we wanted to step into that. And to be honest, it's not that dissimilar to what I'm seeing you guys do with headless. It was really a conversation around self-disruption and simplification. And so we made a bold decision to purge quite a lot of bad revenue. So things like late payment fees and a lot of the old school kind of 2000s media-based products, and went through a gross simplification of our product set. So we went from 1,800 products to 20 products and carried that through as part of our transformation. I think the benefit of that for us was there was no back book. It was really easy for our customers to understand that they were always gonna be on the best plan. But selfishly, from an IT perspective, it meant that we were gutting a lot of that legacy, a lot of that complexity. And so that's been massively beneficial for us. I think we've still got more to do, especially in the B2B space. As we know, B2B is incredibly complex.

Yeah, yeah.

But we certainly see the advantages of that and have done in the last few years with B2C.

Yeah, that's awesome. I think the way that you approach simplification is something that we can all learn from. The other thing, it's about your customer operations. Can you tell us a little bit more about how we help you to scale and transform the customer operations?

Yeah, like I said, I mean, I think we see that today. Certainly in terms of what we deployed in Agentforce, we've kind of gone a little bit softly and slowly to begin with. That was really just about us trying to have trust and confidence in the platform, which we absolutely do. For us, it's now about kind of how we rapidly scale that. You know, I think one of the things I'm super excited about is when we look at the potential of what we do with you guys today, a lot of that's on platform. But when we think about what's ahead of us, so we can see that with, I can't remember the name of your telco, but there are just gonna be different digital surfaces that customers have.

Yeah.

And so I think the potential of headless for us is Making sure that we're able to not only simplify the experience for our customers on the digital surfaces or the interactions they have with our people today in store or over the phone, but absolutely around how we can scale that to make sure that we're in the digital surfaces and creating that experience that they want where they're actually engaging with us. And that could be absolutely something like Gemini as much as it could be our app or over the phone.

Yeah, that's great. That's great. Earlier this week, you shared with us about your Connected Future 30.

Yeah.

You're in the middle of the program right now.

Yeah.

Tell us about some of the early success or benefits.

Yeah, look, I mean, again, the work that we've done with you guys over the last few years and that simplification in the consumer stack has been massive. We've had 4 years of consecutive earnings growth. Our ROIC has grown to 9%. We've got some incredible results in terms of just NPS for customers. It's the highest it's ever been. So it's an incredibly good platform for us to build on. I think we see the opportunity to be able to continue to innovate on the network, not just in coverage, but in terms of other capabilities. And so I think the opportunity for us in that new strategy is to be able to take that network innovation and work with partners like yourself to be able to bring more of that capability to customers in a way that, again, is very simple. It doesn't carry that complexity. I think that complexity in telco is what kills us. We've got to find a way to get out of it. So that's a big part of what we're doing with you. And yeah, we're super excited.

Awesome.

Well, thanks for your leadership.

No worries.

Thanks for your partnership. We learn a lot from you. Let's continue on this journey. together. Thank you. Now we're going to take a look at the art of possible in service and see how they can drive retention and growth. Welcome back, Yasmina.

Thank you, David. So let's see what happens next. QuadStar just discovered a new legislation that impacts how small businesses handle their data. And this affects a huge number of customers, historically really hard to do at scale with service rep teams alone. So let's dive into the demo. Here you can see the agent scans the new legislation against QuadStar's entire customer base and flags every affected business. And remember Samantha? Well, she's on there too. Her business has been affected. Now, instead of Samantha calling in confused, we reach out first with the right guidance. The agent helps her understand how this impacts her business and what she can do next. Samantha still has some questions, so she decides to call in. And I'm going to be doing a live call now, so I'm going to join the guys. But before I do, keep your eye on the screen. This is where the agent will be doing the work. So that's going to be interesting. Let's go for it.

Hi Samantha, it's Quinn from QuadStar following up on the message we sent you about Privacy Pro. I take it that's what you'd like to look at today?

Yes, exactly.

Thanks for confirming. Please say your PIN so I can verify your account.

4921. She's making sure the trust is built in.

Thank you. That's 4921. Privacy Pro moves your team onto secure encrypted digital work orders on the lines they already use, so you stay compliant.

What— how much does it cost?

I checked your account, and with your 10 mobile lines, Privacy Pro comes to $50 per month for the team.

That's actually quite expensive.

I hear you on the cost. For a business your size, staying compliant from the 1st of October is really an obligation, not just an extra.

But that's still very expensive for a business my size.

Let me make it easier. You can start with a free 30-day trial across all your lines and pay nothing for the first month. After that, it's $50 a month unless you cancel, and there's no obligation to continue.

That's perfect. Let's do it.

Your free trial is set up for all 10 users. And will be active within 24 hours. Nothing to pay during the trial, and your reference number is QS-PP-1001.

Amazing. Bye. So what could have turned into a compliance headache actually became a moment of trust. And did you notice the agent led with price, not the free trial? As far as the offer, well, it's flexible. You can pick whatever works for your margin best. So let's recap what we saw. TMF open APIs and a unified web cart allow us to take orders from anywhere, any channel, including voice. And the biggest shift here, agents aren't there to replace teams. They actually take the regulatory grind off their plates so that people can focus on relationships and being there for customers when they need them the most. So let's bring David back to the stage. Thank you all so much, and thank you to the awesome demo team.

Thanks, Yasmina. Thanks, Sitij, for the demo. Always love to see live demo. And I thought the agent actually did a pretty good job. Samantha was a demanding customer. And able to close the deal. And it shows how agents can really help to scale the efforts of humans and allowing humans to work on more complex, higher-value work. So I thought that was awesome. What do you guys think? So today we have gone through a few things. I hope now you get a sense of what— how AI changes everything we do. We've heard from 3 amazing speakers. Thank you, John. Thank you, Damon. Thank you, Nathan, for sharing their story, how to leverage our trusted platform to help them to scale profitable growth. We talk about how we acquire customers anywhere, anytime, leveraging our AI force. We also talk about how we help expand businesses by leveraging customer insights and industry-specific actions. And last but not least, we also looked at how we can retain and grow customers for life by delivering always-on service. So remember we talked about 5% at the beginning of the session and we said this is just the beginning. I can't wait a year from now when we come back here And look at what we can all do together to innovate together and take this industry to the next level. So I'm really looking forward to working with you this year and in the next 12 months and have you come here to share your story with the community. But there's more. Take advantage of being here and go to the Agentic Enterprise City. Take a look at AT&T, what they have done. at their booth. Also take advantage of seeing the demo. There's a lot more demos that you can see that goes through the different phases of the customer lifecycle. Check out our campground. And simply, if you just want us to help you to discuss more about what you have seen today, reach out to your account team. We'll be here and happy to provide more information to you. With that, thank you so much again for being here this very early Thursday morning. You all look good even though it's a little bit dark, but I can see that you guys are all having a good time. So I appreciate that and have a great rest of the Dreamforce. Thank you.