This YouTube video (May 8, 2025) highlights how Equinox—positioned as a luxury fitness service—partners with Salesforce to improve member experience via digital products (Equinox Plus app, pre-sales agent on Equinox.com) and Salesforce AgentForce. Speakers emphasize goals of simplicity, speed, personalized/concierge-style service, 24/7 availability, reduced menu friction through conversational AI, increased conversions on presales, and lower internal effort to deliver answers.
Questions this video answers
May 8, 2025.
More than a decade.
Chapters
People come to Equinox for all sorts of reasons, primarily to feel better about themselves.
We're a luxury fitness service and luxury is supposed to be simple. We're always trying to improve our member.
Experience because our members don't demand anything less than perfect.
The Equinox plus app is available for our members.
You can manage your classes, take advantage.
Of group fitness, but that sort of white glove treatment does not translate digitally for our members.
You opened it up and it was just a giant menu of options.
They get frustrated and they just asked to transfer to our service teams.
How do you make that information easy? We've been partnering with Salesforce for more than a decade. It's where all of our operations come to life.
It's just one unifying platform and it's.
The backbone of everything that we do.
I think for our members the ability to get answers quickly is paramount. The key to unlocking that is AgentForce.
The main thing that we want to provide the member is simplicity and speed. Agentforce has allowed us to completely strip away those menu options options and just offer a free flow conversation.
We can guide it to say like you're a luxury high end concierge who occasionally might use an emoji and then it will take all that and just in a general natural language reply trying to help people get to the next step and act as their assistant.
The ability to find information as easy as this will be extremely helpful because.
For internal teams that simplicity is also the goal.
It doesn't require a lot of coding, it doesn't require a lot of manpower to make it happen. I can just simply ask it a question and it gives me the response. It's done all the heavy lifting and just put it 100% together.
That 24, 7 type of service was only possible through Agentforce.
So now using the pre sales agent on Equinox.com, we've seen a lot of conversion.
They're interacting with the agent about certain services that they're interested in. They can just go to the agent, ask them that, in seconds it's already done. It's fast and it's easy.
Creating clearly a one on one personalized experience. The holy grail can now be achieved.
In a conversational, friendly manner. You're going to get a top of the line experience that engages with the sort of white glove treatment of high service, high touch to bridge the gap.
Between the services that are offered in the club and our members that help them best on their journey and that guarantees success.
