Rewriting the Script with Agentforce | Life Sciences Keynote, Dreamforce 2026

Please welcome SVP and General Manager, Life Sciences, Salesforce, Joe Ferraro.

Oh, man. Good afternoon, everybody. Welcome to day 1 of Dreamforce. Did everybody enjoy Marc's keynote this morning? Yes? It's pretty exciting. It's a little tough following Mark's keynote because he brings Dario out there. He brings Jensen out there. But we're going to bring Gwen Stefani out to interview AstraZeneca. So we're keeping up. No, but I was reflecting on this keynote and what an amazing time to be in this industry. What an amazing time to be building products for this industry. I was thinking just this summer, look at what happened with Revolution Medicines. An undruggable cancer is now breakthrough treatment for pancreatic cancer. We saw over the last few weeks Moderna and their cancer vaccine. I'm humbled to be working alongside you, with you, supporting this industry. It's absolutely amazing. And we've got a great show for you, if my clicker would work. I want to start with a moment of gratitude. You know, on that note, I want to thank all of our customers for the amazing work that you're doing to help patients all over the world. I want to thank our employees, our engineering teams, our product teams, our customer success teams, our professional services teams. They are working around the clock to bring an entire industry to Life Sciences Cloud, and I couldn't be more grateful. I want to thank our partners, our SIs, and everybody joining us live on Salesforce+ as well. We've got an amazing lineup here today. So it's a packed agenda. We're going to show you some amazing product innovation. We're going to show you the first live demos of our agent-first regulated content management product. We're going to show you our AI control plane command center for life sciences. And we're going to show you how we can bring all of that data, all the context, all of those workflows to any surface where your reps, your employees, your patients, your HCPs are already working with AI Force for Life Sciences. And of course, we've got some amazing customer interviews as well. Fresenius, Takeda, McKesson, AstraZeneca are all going to be up here sharing their journey with all of you in terms of what their transformation is looking like. And on that note, we understand that true transformation is incredibly difficult, right? We've been working together with all of you over the last couple of years as we brought this product to market. And we're learning and growing and improving alongside you as well. But we're never losing sight of why we set out on this journey in the first place, because HCPs and patients deserve better than the status quo. So this is worth it. And so whether you're in consumer health, whether you're a medtech company, whether you're a biotech company, whether you're a pharma company, We all share the collective goal of improving health and advancing medicine. We're doing it together. The reality that we're seeing on the ground, though, is that the industry landscape is shifting faster than the technology, the business processes that we've in place to service them, right? We see the age-old industry problems of patent cliffs or the rise of decentralized care or Patients like you and me showing up into a doctor's office with more information, more data, more questions, more opinions than ever before. The reality is the system right now requires a fundamental transformation. We cannot lift and shift our way out of this. And our industry, life sciences, together, we now have a 28% approval rating from HCPs. Let that sit in. A 28% approval rating. Believe that's enough to get you voted out of office, hopefully, right? And who's paying the price? Patients are paying the price, right? Longer wait times, rising care costs, misdiagnoses, right? Something has to change. And together, we're doing that. Salesforce, the life sciences industry, all of our partners were rewriting the script. But the reality is you can't just vibe code your way out of this, right? You can't just throw an LLM at this problem and think that you're going to solve the fundamental problems that have been plaguing this industry. You need a full-stack approach, and that's why we've introduced the Agentic Operating System for life sciences. I was talking to the J&J team yesterday about, you know, this stack, and they asked me, you know, what are the characteristics of a successful life sciences cloud program? And I said, it's a full-stack approach. You have to start with the fundamentals. You've gotta make sure that your data house is in order, and we use Informatica to master the data. We connect with other systems with MuleSoft. We have Tableau to provide meaning to that data. And then all that deterministic business logic, those applications represented in the Customer 360 layer, that's where Life Sciences Cloud is building all that logic and metadata so that when you do want to introduce agents and you do want to introduce AI capabilities on any surface where your employees are working, that it's grounded in context that represents your business. So the full-stack approach is incredibly important. And this is what we've been working on for the last 27 years at Salesforce. That metadata layer that Mark talked about earlier in the keynote is fundamental, right? So that you can combine those deterministic systems with those probabilistic systems that we know can allow us to unlock the next level of growth. And we're not just building technology and products to help you on this journey. We're committed to learning and growing and investing with you in other ways as well. So this year, we launched a brand new team at Salesforce called the LSC Acceleration Hub, led by my good friend Kebah Kingwood, who's somewhere around here. That is a really unique team at Salesforce. They have a singular mission. That mission is to ensure the success of every Life Sciences Cloud program, not to sell services, not to sell products, to ensure your success. So, I'm really appreciative and grateful for that team. We also just open-sourced a brand new plugin for Claude for agentic setup to help our customers and our partners more reliably and more quickly implement this product. It's a complex product. It's a complex industry. Right? We got to lean into new ways of working, new ways of delivering the software. And we now— we launched the certification in April. And I know Bobby Drummond's in the room, and there's a number of other folks that had their hands on this certification from my own product team and SEs, et cetera. We launched it in April. We already have 2,000 certified Global Life Sciences Cloud partners out there in the world. So super exciting and super thankful for everybody that's leaning in on the certification side. And from a product perspective, we've been busy. We've launched over 500 features since we GA'd back in October. We've got over 150 customers. We've got implementations happening in as little as 5 weeks, which is absolutely incredible. And for those live customers in production, they're running over 400 Agentforce agents. It's really, really incredible speed, pace, and acceleration into next year. And of course, we're not done. We've got an incredibly robust roadmap of capabilities. I kind of like to characterize 2 threads in my product organization, the innovation thread and the thread to continue to make sure that we deliver on capabilities that allow our customers to maintain business continuity. So for markets that are not ready to completely transform, we've got a solution for you. For markets that want to leapfrog and for customers that want to leapfrog, our innovation pipeline is extremely strong. So we have— we put podcasts in the hands of every rep this past summer. We have a visit agent deployed on device that allows you to do post-call reporting directly on the iPad. We're investing in things like orders and events management, and we've got a number of different capabilities coming over several different releases for that functionality. We have new investments on the horizon in both clinical and in medtech, which are really exciting. And then, of course, you'll see all of the capabilities around regulated content, Command Center, and Life Sciences MCP demoed live for you here today. All right, now speaking of medtech, I want to bring our first customer up on the stage, McKesson, who is launching a brand new company and a brand new brand using Salesforce and agents. So let me welcome Kirsten Musick and Stanton McComb to the stage.

Does this mean I got to be Gwen Stefani? Huh?

Yeah. And we're going to walk.

Yeah, we can walk. We can stroll. No. So, Joe, thank you so much. I also want to thank our product team, all of our engineering team, because they're building this product at pace with how fast we've seen innovation change in AI. Right. And speaking of that pace, Stanton, I've been waiting 6 years to be on this stage with you talking about the amazing things that you're doing at what used to be McKesson Medical Surgical. And now in January, you're launching an entirely new company, an entirely new brand in Wellverse. Tell us a little bit about what that transformation's been like, how you're going to launch a digital startup in the agentic era, and how Salesforce is helping you.

Yeah, thank you, Kristen. Thank you for having us here. It is a very exciting time for Wellverse. We are spinning out of McKesson, and we have a unique opportunity to transform. And so it's very nice. And we are taking that opportunity to lean into AI and really refresh our complete tech stack. And we're very happy to be doing that with Salesforce.

That's amazing. And speaking of that, you are in probably one of the most competitive industries in distribution. Right, where speed, accuracy, customer loyalty is critical to your success. And with some of your first agents live, how is Agentforce helping your teams get more efficiency and, like, really think about that customer trust day to day?

Yeah, just to make sure everybody in the room knows, McKesson Medical-Surgical becoming Wellverse, we sell and distribute medical surgical products, but also pharmaceuticals and also lab tests and equipment. And we really match demand with supply. So for many of you in this room, we probably buy and sell your products to hundreds of thousands of customers in the non-acute care setting. And it's a pretty challenging time, I think, as everyone in this audience knows, to be a provider. And anything we can do to help them is important to us. And unfortunately, hundreds of thousands of providers all need different licensing. So 50 states, different licenses, federal licenses, and a variety of different complexities. So actually matching all that to make sure they can get your products quickly and get them into the benefit of the patients is pretty important. So we're using Agentforce to really, at first, help our reps streamline and summarize licensing information, bring that to our service centers so they can input that information and quickly get the products to the patients or to the providers. It's taken what sadly has taken days in the past now down to hours. Now, as we evolve that, our hope is that soon customers will be able to put that information in themselves, which is fairly standard. But really, the, the long-term play here is— hopefully will be near-term— is where Agentforce can help us predict that a license is expiring, predict that a customer may have changed their license or added a provider, change that automatically using third-party sources, change it in our databases, maybe using Marshall as a product change, and immediately make all of that happen so there is no disruption in care. And that's just one thing we're doing around a fairly— seem a mundane task around licensure, but it's actually quite complex.

And I think those mundane tasks are exactly what we're all struggling with, right? They're the hard ones that we have to figure out. And speaking of figuring things out, you have gone through tremendous transformation, both as a leader, but also in thinking about launching a digital startup. What's the best advice you have for peers, partners, and customers in this room and online about where to start?

Well, I would say humbly, it's exciting to be here. There's a lot of great ideas in this room. Our experience has been that to start, to lean in, to accept that it's going to be imperfect. We were saying before, like, nobody's data environment's perfect. Nobody's ecosystem's perfectly homogenized and standardized, but not to let, you know, ideal of perfection be the barrier to good or progress. And that's one thing I think we've been very— trying to be very open-minded. And I think now as we transform, we're also trying not to be incremental. So how can we really rethink things like the licensing process or the sales process or any number of different standard processes to really completely transform them has been an opportunity for us to rethink things.

Absolutely incredible. Thank you so much, Dan.

Thank you for having us.

Thanks to Ellery and Carly and Zach and the whole team that are transforming all of this. We really appreciate it.

Thank you.

So as you just heard from Stanton, transforming, getting value out of AI can't just be technology alone. You need to have clarity of purpose and the outcome that you want. Sometimes just plugging in the large language model, plugging in the agent actually doesn't get you better outcomes. It doesn't get you faster work all the time, and sometimes it can feel way more complex than what it had before. And that's why for so many of you that have complicated businesses, you're turning to Salesforce to really think about how do we compound the value of AI? How do we turn all of the different coordination tasks that we have, all of the different best practices, the data, how do we turn that into technological experiences that actually do the work for you? I think for years, many of you felt like you were doing the work for CRM, and That's why we're here. We're trying to flip that with our trusted architecture. We're trying to help you use all of the rails that you've put into place so that you can run whatever high-speed AI train you wanna run. At the same time, it's really about putting the power back into humans, right? Allowing us to do what we're uniquely good at. And speaking of humans that are uniquely good at things, I want to bring up another one of our amazing customers, Dr. Matthias Thiessen from Fresenius. Please welcome to the stage.

Thank you, Kirsten.

Truly, I know I said this to you yesterday, but I still can't believe you signed up to do it 2 years in a row, both you and Samir. So I'm so honored to have you up here again with me, and I'm glad I didn't screw up too much last year that you wanted to come back. So not at all.

I really enjoy being here. Thanks for having me.

Wonderful. So Fresenius, you were one of our first customers to commit to Life Sciences Cloud last year, and you told us about a pretty bold vision to unite 100 countries, 4 different types of business models onto a unified CRM. We are now here 11 months later.

Tell us a little bit about what's happened and how the partnership has been.

With pleasure. Yeah, so first of all, thanks for having us. And it's really fantastic timing because we can really say after 12 months or 11 months and a few weeks, we are in the position that we say we have a developed product and we'll go live next week actually with that product. And it's not just the CRM which we implemented. When we look at our landscape, we had a process landscape which was non-harmonized. So really completely diverging processes. And the data was, as for most of the companies, the legacy data, which was not in a good shape, poor quality. On the process side, what we did actually while we were building the product is we harmonized globally with all of our key stakeholders the core business processes around the CRM to really build that commercial ecosystem. So that was one key topic. And we set a bar. We said 80% should be standard, our global blueprint. 20%, we do accept a certain localization and adaptation. Actually, we are tracking at 90-10 right now. So we're really impressed. Wow. Second topic is the data. I think everybody's top-of-mind topic at these times. And we really, really had a big time getting this unified data set organized and harmonized. That was one of the big challenges where we really put a lot of efforts into it. On the one hand side, because the data was stored everywhere. We had multiple CRM systems. It was stored in CRM and Excel files. Everything was pretty much scattered around in a country, in different businesses and business lines within the country. And we now brought this all together in one unified data set. And that at the end is for me the starting point also to build on Agentforce and the potential of AI.

That's incredible. So you harmonize your data. You brought everyone onto one CRM in less than a year. As Stan was talking about, though, it's not just about bringing along the technology. What has been the response from your teams on the ground, and where do you think maybe Agentforce is helping kind of the next steps as you move into this model?

Yeah, so we for sure exchange with our champions. So we build a global champions community, but also with the users. And we did the training just recently with them in our pilot countries, 3 countries in total. And the biggest feedback was pretty much around the connection. that we are creating now around the customer. So the customer insights, the activities, all of the data that they really did not have before because it was scattered across different teams within the country is now at one location. And we have 4 different business units. So we really have a diverse business there. And we've focused now around the customer at one location. So that is really— that is a huge benefit which we created there. But to make that work and to really convince the countries, what I also said before on the harmonization of the processes, We really had to do a lot of change, change in communication effort. Last year, I think the Takeda colleagues also talked about that, at least in a different session, how crucial that is and how they overinvested into that. And we did the same. We pretty much built all of the digital channels you can think of. We have invested into C-level exchange platforms with our colleagues pitching pretty much for this business transformation, which it actually is, in order to really land the story and convince all of our countries and businesses to go on this one unit. And that really worked out. So that really made the trick at the end.

That's amazing. So I love this notion, too, of connection, right? I think that's some of what we're trying to do is to bring human connection back at scale. And at Fresenius, your mission is committed to life, right? How are you thinking about all of this work, all of this connecting all of these dots in progressing to better outcomes towards that mission?

Yeah.

So for us, at the end, the CRM system or the Life Science Cloud implementation is not a system implementation. implementation. For us, it's a business transformation. It's a transformation of the way of how we work. And at the end, what it does, it connects processes, people, and the data, as mentioned before, in order to give our teams the possibility to do what they should do, what matters most. And that is pretty much taking care of the healthcare professionals in order to give them the time also to do the best that they can. When AI comes into play, And we are— want to mention that as well— we are moving forward with 2 use cases, which are quite exciting. We presented that to our management just recently on the top management summit. On the AI side, I really see this as an elevation of our teams, of our sales reps. So it's not the question, does AI substitute our sales rep?

Yeah.

It's pretty much the argumentation. It's humans plus the AI or plus the machine that's going to make the difference. So that's where we are tracking towards also our mission with Committed to Life. AI is going to help us to become even more better, better in a sense that we can get the right information at the right point in time for our HCPs so they can take the decision and the action in a faster and a better manner. We are faster from a pathway perspective coming from prescription all the way to patient support and eventually also from diagnose to better outcomes. So that's how we connect The CRM, AI, the transformation we are doing together with AI potential.

Absolutely amazing. Thank you so much to you, Kai, the entire Fresenius team for your trust and your partnership. We appreciate it so much.

Thank you.

And thank you for being here. So as we just heard, Fresenius is moving at pace, not only towards a unified system, but towards agents, harmonizing data. And that type of speed takes a trusted partnership model and clarity of purpose of where you're going. And speaking of clarity of purpose on where we're going, many of you might be asking, well, how is Salesforce helping us on all the rest of our complicated challenges, right? And with that, I want to bring up my dear friend and my partner truly in all things, Megan Frost, to tell you about what's coming. Thanks, Kirsten.

In a highly regulated industry like ours, you can't just throw AI at a business problem and hope for the best, especially with content. Content needs Preserving transparency and predictability at every step along the way and long before you get to the MLR process. Joe mentioned earlier that we work in a complex industry, meaning coordination can be tough. Coordinating across the various teams today as we publish content involves a manual process, exchanging of files and notes across your teams. And once it's up, it's static. There is no automated way to keep up to date To flag what needs fixing. Where are those claims in the process? Well, where we're writing the script. With regulated content management, we're accelerating our ability to get information to HCPs and patients faster about the life-enhancing therapies and devices that we provide. This is coming soon for our early adopters and generally available early next year. Let's go ahead and take a look at what this looks like. But first, I want to recognize our great demo presenters. Svetlana and Mike. So here we have McKenna Pharma and MedTech, who's using RCM to embed intelligent compliance upstream and agents to help develop content. Our brand manager logs into Slack, and she sees a new notification. There's brand new evidence available about Immunexus, our combination radioligand therapy. Previously, when she'd get this notification, she'd be exchanging messages and meetings with her agency, taking a lot of time. Now, it's a Slack message. Slackbot is able to use the context from Life Sciences Cloud and RCM to generate a creative brief in minutes. This creative brief is essential to ensure that our teams are able to update HCPs with the latest evidence. Our HCPs are having to navigate a tremendous amount of information these days, so we need to make sure that we are equipping them with the most up-to-date information so they can guide their patients and ensure that they're getting the life-enhancing therapies and devices as quickly as possible. Let's fast forward now and see what this looks like on the agency side of the house. Our personas are greeted with a persona-specific homepage, KPIs that matter most to them. How are they progressing against their key metrics, and how is the content performing in the field? Our content creator here goes ahead and uploads that brief that she received in Slack. Agent Force starts to scan the message, and Data360 extracts out statements that sound like claims and substantiates them with evidence. RCM is an open ecosystem, though. It can connect to your existing CMS, DAMs, and authoring platforms, ensuring that you aren't locked into a single repository. But it's doing more than just extracting claims here. It's also linking it into the claims library so that every downstream asset can also use and track against this. Really critical to ensure that we are saving the time because today you're doing this across static documents and various systems. You're now able to translate that into minutes. There's one final obligations check we need to do before submitting for medical, legal, and regulatory review. By rewriting and reimagining what compliance intelligence looks like, we are checking at every step along the way against regulatory obligations and flagging any content that is non-compliant based on content type and region. But keeping a human in the loop is critical. In this instance, a newly expanded indication just came out this morning. Agent Force doesn't have that context, but our human does. She's able to override the flag and route for approval. We've now proactively addressed the biggest bottlenecks upstream. We've been able to ensure that our reviewers, when they come in, are exercising their judgment rather than proving traceability. So as they go in to do the final validations check, they're able to feel confident about the material that they're reviewing. They go ahead and complete the content collection form and submit off for FDA 2253 submission. Now that we've approved the content, it's time to publish. So we're able to connect to downstream systems. We need to activate this into the marketplace. RCM is able to connect to your downstream systems. Think about your dynamic journeys with Marketing Cloud, intelligent content player with Life Sciences Cloud, and any CMS, including Contentful. This pushes messaging with pace. Our brand messages are able to get out to HCPs at the right channel, at the right time, to the right stakeholder. But here's where grounding that original claim really transforms content for global organizations. In our new native building and designing workspace, Agentforce is able to localize this content, translating it into German and Spanish. It's able to take the context from that Slack brief earlier, branding and compliance guidelines, and we're able to see a preview of what this looks like. And instead of having to go through every single compliance check once again, RCM is able to check this back in for localized tier-based and region approvals. Let's fast forward now a little bit. A few months later, the substantiation supporting our claim expires, but instead of having to search across every single piece of static content I created, we're proactively alerting. And why is that? That's because we're managing claims as structured data, not static content. Massive difference here. And And so I'm able to open up the claim and using RCM's open ecosystem and connectors, link into PubMed's library of research, select a new piece of evidence, and resubstantiate the claims. Today, we just witnessed in RCM how policy control, unified data, and human accountability comes together. This is what it looks like to manage intelligence compliantly as opposed to just managing documents. I'd now like to welcome back to the stage one of our early design partners and adopters of RCM, as well as one of our leading indicators for Life Sciences Cloud, who was also here just a year ago, Samir, and Kirsten, to talk about what that journey has been like. Well, this must be my lucky day.

I should go buy a lottery ticket because I get 3 superstars of industry here, including you hanging right up there. To talk about kind of all the amazing things that you're doing. Sameer, you guys have been trailblazing with agents, RCM, HCP engagement. And last year you stood here talking about what you thought the value of AI could be. It could transform PSP and HCP engagement and customer experience. Now you have multiple agents live, I think in the double digits. Tell us a little bit about what's been working and where you had to adapt.

Well, first of all, thank you for having us as well. We really appreciate the opportunity. And also, like you said, like we're a year into this journey, and I'll just underscore what I emphasized last year, which is that this really is becoming an ecosystem play. And the results are showing that where, you know, you're going from individual productivity to whole business outcome direction. And that's where going above the silos of functions, silos of teams, and if you connect the platforms, the data, the insights, and the processes going towards one business outcome, that's really where that ecosystem opportunity with AI and agents comes to life. And that really has been a big unlock for us. The second thing I would emphasize is change management. This is not a technology play. This is a business play. And really, you can't have the same processes and sprinkle AI on top. That's really not going to have the impact. You really have to go deeper. The business champions have to really lead it from the front. and really rewire the processes, reimagine it cross-functionally, and really get to a common outcome. And that's where it really sticks. And we're seeing the adoption, for example, in our next best action. We're seeing like 90% adoption rate in many countries.

Right.

And the reps are coming back to the engine 3 times a day, which really goes to show that you have to position agents as it's really helping them do their job better and not really out there to replace them. So it's really key to emphasize on that. The third thing I'll say is the innovation is at a rapid pace. So this is— agentic enterprise is not really a destination, it's a journey. And you really have to, A, be aware of what the trends are, what the headwinds are, what the tailwinds are, but really have a very clear strategy and really bring along all the functions, the right stakeholders to move towards that. towards a clear outcome. So keeping up with the trends, but also being agile from a mindset perspective is super critical.

Awesome. So with a couple of minutes left, you have a mission of patients first, right? Where are you seeing with being an early design partner in regulated content management and kind of everything happening commercial, where are you seeing the biggest opportunities to really get to better outcomes tied to that mission?

You know, there was like a recent study that was done that 85% of the healthcare executives feel that we're meeting the customer needs, but only 35% of the customers actually feel that they're needs are being met. So the gap really is a big opportunity for us. And it's really not about personal productivity, like I said. So the study shows that 70% of the time that our reps are using is actually on administrative tasks. So we really want to focus on AI on those processes and those areas like pre-call planning, account planning, field insights. We talked about content, and you saw the demo as well. The way the content is created, distributed, and the analytics are measured, All of these are fantastic AI opportunities to show real impact and deliver the outcomes. At the end of the day, our goal is not to have more calls and more reach. It's really about having that human connection, that trusted content, and engaging experience for our customers so they can spend more time making the right treatment decisions for the patients out there.

That's amazing. Okay, speed round question. You have been on the Salesforce platform for years, PSP. HCP engagement. Now you have agents. Tell us truly, because I don't know that we always communicate it the best, what does it mean to be on a connected platform in the agentic era?

I think you have to start with a business problem. That's, you know, I'll just emphasize that point again. You really have to understand what you're trying to solve for. One thing that is very core to my belief and also my team's belief This is a fantastic opportunity and time to be in this industry. I think one thing we're all aligned on is when it comes to the promise of AI, finding cure to those diseases is really a meaningful opportunity. And that's what's happening. That's what this industry is really working on. Now we just got to put that mission and purpose in mind, but then really activate the clarity and strategic thinking. Like I said, keeping up with all this noise with AI, but really putting it to action for our benefit, for the benefit of our customers and our patients, because at the end of the day, it's really bringing that customer experience and patient outcomes to true life.

That's amazing. Thank you so much, Sameer. Thank you to the entire Takeda team for everything that you're doing with us. So as Sameer just mentioned, it's about bringing that connected platform together, all those capabilities together to get you going with speed. to get you out in market faster. One of the other big questions I keep getting asked, Meg, is how do we actually get executives more value out of Salesforce? And I think you're going to show us some things that could get pretty exciting. I think they're pretty good.

The biggest thing I point to when I have executives challenge us with that question Kirsten just shared is, how are you getting your insights across your ecosystem? And that's really the difference in the change that we can start to see here today. So when we think about how you're operating today, Joe mentioned earlier that the patients aren't being satisfied, that the systems that we've designed to help save lives sometimes become the obstacles. We've created departmental silos, which introduces friction, places undue burden on our resources and teams, resulting in potential delays to brand launches and ultimately delays in patient access. And meanwhile, you all are drowning in noise. Whether that noise be adverse event flags, misdiagnoses, real-world evidence, it's nearly impossible to synthesize the amounts of data that you have, and therefore you don't even bother to track it. And that's all changing now with the launch of Command Center, where we can now bring for your life sciences enterprise— think of this as your coordination hub, bringing together your clinical, commercial, and medical noise and turning them into unified actionable signal. And how do we do this? We do this using MuleSoft to connect, Informatica to govern, Data Cloud to harmonize, and then we power it all up into Life Sciences Cloud data model and workflows. And this allows us to identify what is the most important thing we could be acting on right now. What is that top signal we need to be doing? We analyze it to understand the root cause, the why behind the signal generation, and then we're able to route it, taking action with either humans or agents to resolve it, ultimately making sure that we're preserving context and accountability at every step along the way. This is what it looks like to accelerate therapies to market faster in a secured and governed way. But you can also do this where conversations and work are happening today. Think about the great AI investments you've made. We can leverage those AI investments, the rich amount of data and systems that you're connecting across, and without having to build custom integrations in just a series of minutes, we can use Salesforce as your control plane powered by AI Force to bring all of that together on any interface. So, think about a podcast-style briefing in a car, a voice agent conversation, or a Slack thread. The interface changes, but the security and governance underneath does not. Let's go ahead and see this in action. Earlier, we saw how McKenna was bringing compliant content to market faster, and now we'll see how they coordinate together to bring life-enhancing therapies to our patients and providers. So our sales director logs into Command Center, and she's immediately greeted with a notification that needs her immediate attention, a franchise-level revenue risk. But she also understands the root cause behind this. There are payer barriers to access to care and delays at the nuclear medicine site. But understanding the root cause isn't enough. She needs to intervene. Agentforce is able to prioritize actions for the 2 teams that she manages, FRMs and our med tech clinical specialists. With a few actions, she's able to select these highest priority statements, and make sure that they get routed for the teams for action. So let's go see those in action in the field. Our FRM logs into her iPad. She has a notification in the top corner telling her that there's 3 payer accounts in her territory that she needs to prioritize action with. As she continues progressing through her day, she sees that newly published Immune Access content that she knows is going to be really a game changer in her conversations. And she also gets podcast-style briefings. Here's a quick update on the recent activity for Dr. Erin Morita. The last engagement with this office was just 2 days ago, focused— The briefing goes on to detail PA bottlenecks, claims denial patterns, and critical pieces of evidence that she can leverage in those conversations. She's able to do all of this on the go without being bogged down by admin, so she's walking prepared and confident for these critical conversations. Let's see what our med tech clinical specialist, though, working in Claude is also experiencing. Help me prepare for my meeting with Dr. Aaron Morita. In Claude, as a med tech clinical specialist, I'm able to see everything that I just saw in the Life Sciences Customer Engagement app in Claude—an interface that I love to operate on on my mobile experience. experience as well. I'm able to see that alert to triage the nuclear med site delays, but I also get insights across marketing, clinical, and supply chain. I can see, for instance, that Dr. Aaron Morita has recently been engaging with our Immunexus campaign and also viewing status on his latest orders. This brings me unified context to make sure that I'm prioritizing the most critical actions. Every signal indicates that Dr. Morita is already familiar with Immunexus. I need to double down on conversations for operational readiness. After the visit, the med tech clinical specialist is able to use voice-based visit logging available in October to record his note. Log a visit for Dr. Aaron Morita. He discussed fast-tracking 2 credentialings this week. We also reviewed the radiopharmacy tracer issues. It was tracked to their pharmacy vendor, Not ours. They'll switch. First qualifying scan is scheduled for Thursday. This note is now reviewed, structured, and updated into Life Sciences Cloud. This is critical because it means it can be accessed by all of your downstream teams, bringing together that compliance across our medical and our commercial teams, helping them stay informed about what's happening with Dr. Morita and our top priorities for this account. But this is just one connection in Claude bringing all this into one interface. I could also be searching for deep account research or also making sure that I'm keeping up on the latest supply chain, all in interfaces that I've come to love and experiences that work for me and the way that I operate. Let's go and check back in on that rep and make sure that those signals we're seeing are translating into the impacts we want. So our manager is able to see here that those prior authorization barriers, Well, they're being resolved and our forecasts are trending upwards. What aren't we seeing here? We're not seeing manual meetings, cross-BU syncs, and most critically, we're not seeing missed signals in this. This is what it looks like when humans are able to do the work that humans are best equipped to do. I'd now like to invite back up to the stage Joe, joined by Sunny from AstraZeneca, to talk a little bit about their design partnership on Command Center and their journey with Life Sciences Cloud.

Sonny, it's always a pleasure to see you. We've spent a lot of time together over the last 12-plus months. So talk to me a little bit and talk to the audience a little bit about— you've seen this as a business transformation, and you wanted to select a partner that met your ambition, right? So can you talk a little bit about how you made the selection to partner with Salesforce on this?

Thanks, Joe. And it's an absolute pleasure to be here. It's my first re:Inforce. I'm looking forward to meeting every 50,000 people here. But anyway, it's good. No, great question. We took a wholesome amount of time to select the right partner. And there's some ground truths that we're dealing with as life science within the industry and also at AstraZeneca. So if we look externally, physicians are changing their preference in terms of how they want to receive information, plus 60%. don't want to see a rep. They want it real-time, digitally delivered to them. Also, medicine is getting harder and harder. It's getting more complex. There's more combination therapies, there's more medicines available, and there's more precision medicine to deal with as well. So they're the kind of ground truth we're dealing with externally. And then internally, we're on a real growth clip at AstraZeneca. So between now and 2030, we're launching 20 new molecular entities. and then a whole load of indication extensions as well. And that puts a huge amount of pressure in the system, but it also means that actually, you know, the traditional model, it's not going to work, right? So we have to rethink it. So we looked for a company that would take that journey with us, right, who has that aspiration and our level of aspiration and can deliver on it. And that's really the main things that Built the partnership that we're building with Salesforce.

So we just saw a demonstration of Command Center, right? And this is something that we talked to your team about. This concept was just shared with your team like last year at this point, try to surface care gaps and be proactive in the field. What kind of problems does this solve for your business across clinical to commercial?

Yeah, no, it tracks really well. So we've spent, you know, the last couple of years really upgrading our analytics and our insights and Our ability to deliver those. And this is a real accelerant to that. And what it allows us to do is to rethink the whole circle from data on up, you know, our ability to have better longitudinal data and then actually use that to do something with using agents to support and develop the right content, the right engagement engines, and deliver those in a smart way, whether that's through a rep or whether that's through really rethinking our digital channels as well. And so I think that whole cycle is supported by that. And also, we've been pretty good at using data to try and predict what's going to happen next and act accordingly. This allows us to really predict going forward and be there at the right spot when the physician needs us with the right information so they can make the right treatment decision for the patient that's in front of them.

Awesome. OK, so when we're standing together here, 12 months from now at Dreamforce and we're looking back, what constitutes success for your program and what are we going to be talking about?

Yeah, so it's a good question. So we've this year, I think, aligned as a company a little bit buoyed by the fact that we aligned on a choice of Salesforce as a partner across our company. And we're a big company, 100,000 employees, multiple business units. So we got there and we aligned on a set of metrics that span everywhere from taking out no joy work to really driving deeper engagement and then the benefit of that all the way through to making sure knowledge turns up where it needs to. And then we bring everybody with us from a capability standpoint. So they're the areas of KPIs that we are looking at and measuring. We've baselined them. Again, as we roll out the customer engagement platform with you guys, you know, moving from this static system of records to a system that actually pushes insights out that they can be actioned on. I think that's what we're looking for in terms of real success.

Perfect. Well, thank you so much, Sunny, for sharing your insights and for being here at your first Dreamforce. We look forward to talking to you next year, same time. All right. So just reflecting on everything that we've seen today from a product perspective, everything that we've heard today from customers, we're in a real moment right now, right? If you even put life sciences aside, we're in a moment in technology, right? But the work that we're doing in life sciences is so, so important, and how we need to show up to HCPs and patients, you need an agile, compliant foundation, right? So we want to be able to innovate quickly without compromising trust, without compromising compliance. We want to be able to get patients on therapy faster, right? So we've got to connect with our teams in different ways. We need to recreate business processes, not lift and shift business processes to the agentic era, right? And this is all about humans and agents working together, right? This is not about replacing the human. This is about augmenting the human. And I loved— I was listening to Dr. Aegis yesterday at one of our life sciences events, and he talked about pharma needing to focus more on relationships, relationships with HCPs, but more importantly, relationships with your patients, right? So I think the expectations are changing and the way that we need to show up to the market is changing. And you're not doing it alone, right? So we talked about all the investments that Salesforce and our partners are making in your success, from our forward-deployed engineers to our LSC Acceleration Hub, our customer success teams, This is all about driving a successful transformation in your life sciences cloud program, and Salesforce is here as a trusted partner all along the way. Okay, so this is only day 1 of Dreamforce. Hard to believe. I feel like I've had about 68 meetings already, but we've got an insane number of life sciences-specific sessions that I want to make sure every single one of you gets out to get educated. Understand what we're doing from a product perspective, from a solution standpoint. Ask us questions, engage us. We truly believe that this is— that we're on a journey together. Salesforce, our customers, the industry, our partners. And so let's collaborate and let's figure out how to move this forward. So make sure you scan that QR code, build up your agenda. I want to thank every single one of our customers that came on stage today to share their perspective. I want to thank everybody who was involved in the production of this keynote and the products that we showed today. There's a lot of hard work going on between— behind the scenes. So thank you so much and have a wonderful rest of your Dreamforce.

Thank you.