The video presents Nestlé’s ongoing marketing transformation, emphasizing a shift from traditional product innovation to technology‑driven, AI‑enabled customer experiences. Executives explain that modern consumers are digitally connected and demand personalized, relevant content, prompting Nestlé to partner with Salesforce and adopt the Agentforce platform. Agentforce Marketing creates a 360° view of each consumer, allowing highly personalized journeys from discovery to purchase, while Agentforce Voice enables two‑way conversational interactions for both B2C and B2B contexts. A live demo shows an order‑status conversation, illustrating real‑time, data‑backed responses. Nestlé highlights the importance of speed and scale, noting that new markets can be launched in as little as two weeks and that the solution can be rolled out across 180 countries. Overall, the partnership is framed as a catalyst for rethinking the enterprise, delivering rapid, scalable, and personalized service at a global level.
Chapters
At Nestlé, we're in the process of a marketing transformation.
We're redefining, reimagining what customer experience looks like in the agentic era.
Nestlé is the world's largest food and beverage company. We are part of the daily life of the people and their pets. At the heart of our company, there is innovation with 2,000 brands like Nescafé, Nespresso, KitKat, Purina. We have always been leading in product innovation, but now we need to lead as well in technology.
Consumers' expectations are fundamentally shifting.
Our consumers are more digitally connected, so we have to be where they are.
They now expect personalized, relevant content and experiences more so than ever before. How do we give the consumer the best quality of experience?
This is where the partnership with Salesforce is absolutely key.
At the core of our strategy is being where our consumers are.
It starts all with the understanding of consumers. So it's a question of data insights, understanding them, their reality.
Nestlé already has a strong digital backbone, a technology core that drives us from what we produce to how we engage with customers. AI has been clearly the next opportunity. This is where Salesforce plays a really fundamental role for us. We can leverage the data that we capture across every single touchpoint in relation to that customer. That's super powerful.
Using Agentforce Marketing, the journey from discovery to purchase is a lot more personalized and a lot more engaging. So we're really building that 360 understanding of consumer.
With Agentforce, we're changing the way that we engage with We are increasingly seeing that conversation is becoming the future of consumer experience. It's the new interface that consumers are engaging with. A consumer now may discover one of our brands or one of our products, and then that's really where the power of Salesforce comes in because we can then personalize the experience, but also post-purchase, they can engage with Agentforce to find out the information they're looking for.
And then the consumer is getting that direct interaction with the brand.
It's the catalyst to how we rethink the model so we can drive a completely different way of how we innovate and how we engage with customers and consumers. We're already beginning to see big gains with Agentforce. Agentforce Voice can be an incredible opportunity to drive relationship management in our B2B businesses.
We can deliver a personalized, two-way conversational experience through Agentforce.
Hi, can you tell me when my order will arrive? Could you please provide your reference number?
321-22016.
Pulling data. Your order will arrive this afternoon. All right, thank you.
The potential of that is tremendous. What matters to us is speed at scale. How do I do something and scale it across 180 countries?
We're able to deploy Agentforce across a new market in as little as 2 weeks, which is really unparalleled.
Salesforce is a catalyst for how we rethink the enterprise of the future.
