Martin Kihn

Introducing AI agents, the groundbreaking third wave of AI's integration in the workforce Agentforce: Harnessing the Agency of AI to Scale, Grow, and Lead Any Industry tells you how companies can create and control their own AI agents and build a virtual workforce. It goes behind-the-scenes on how Salesforce built a platform to drive AI agents, solving problems like hallucinations and bias through a framework that gives agents strict roles, data sources, actions, guardrails and channels to reach customers. This book draws from extensive research and exclusive access to Salesforce's leaders and their ambitious plan to dominate the race to develop and own the AI agent space. In this book, readers will find information on: AI agents as a "third wave" of AI development that goes far beyond simple chatbots and "co-pilots" through harmonized data, Retrieval Augmented Generation (RAG), and Salesforce's innovative Atlas Reasoning EngineSteps to develop prompt guidance, topic creation (areas of work), explicit instructions, and a menu of actions allowedSalesforce customers, such as Saks and OpenTable, that are already using AI agents with successThe effects of AI and automation on the job market Agentforce: Harnessing the Agency of AI to Scale, Grow, and Lead Any Industry is an indispensable, forward-thinking resource on the subject for all leaders in business seeking to supercharge their organizations' initiatives through the latest developments in a rapidly advancing field.

Become more competitive by developing a superior customer experience through data, AI, and trust - and get your organization ready for AI agents like Agentforce Customer 360: How Data, AI, and Trust Changes Everything delivers key insight and vision on using emerging technologies to delight customers and become more competitive by providing a superior customer experience. Find out why AI agents like Agentforce need a strong foundation of customer data. This book helps readers attract and engage their customers across channels and throughout their journey, from acquisition and onboarding, through service, upsell, retention, and win-back. To demonstrate the influence and importance of these ideas, this book contains a multitude of real-world case studies from companies in a range of industries, with business models, and at various stages of digital maturity. Readers will learn about: Using exciting technologies like AI and GPT while building a commitment to ethical use, safety, and privacy through secure guardrailsGetting ready to use exciting emerging technologies like AI agents and autonomous AIOrganizing data around customers, prospects, and accounts—even if that data comes from many different sources in different formatsMaking new technologies an extension of your existing data investments so that both work betterChoosing a strategy and implementation plan to minimize time-to-value and ensure success weighing build, buy, or partnerHandling internal stakeholders and dealing with change in a way that benefits the business For business leaders, executives, managers, and entrepreneurs, Customer 360: How Data, AI, and Trust Changes Everything is an essential read to understand and connect technology, people, processes, and strategy—truly the future of customer engagement—and leave competitors wondering what just happened.

Master the hottest technology around to drive marketing success Marketers are faced with a stark and challenging dilemma: customers demand deep personalization, but they are increasingly leery of offering the type of personal data required to make it happen. As a solution to this problem, Customer Data Platforms have come to the fore, offering companies a way to capture, unify, activate, and analyze customer data. CDPs are the hottest marketing technology around today, but are they worthy of the hype? Customer Data Platforms takes a deep dive into everything CDP so you can learn how to steer your firm toward the future of personalization. Over the years, many of us have built byzantine “stacks” of various marketing and advertising technology in an attempt to deliver the fabled “right person, right message, right time” experience. This can lead to siloed systems, disconnected processes, and legacy technical debt. CDPs offer a way to simplify the stack and deliver a balanced and engaging customer experience. Customer Data Platforms breaks down the fundamentals, including how to: Understand the problems of managing customer dataUnderstand what CDPs are and what they do (and don't do)Organize and harmonize customer data for use in marketingBuild a safe, compliant first-party data asset that your brand can use as fuelCreate a data-driven culture that puts customers at the center of everything you doUnderstand how to use AI and machine learning to drive the future of personalizationOrchestrate modern customer journeys that react to customers in real-timePower analytics with customer data to get closer to true attribution In this book, you’ll discover how to build 1:1 engagement that scales at the speed of today’s customers.

A former stand-up comic and Emmy Award-nominated television writer recounts his decision to earn an MBA from a prestigious Ivy League school to become a management consultant, recalling how his first two years in corporate America were marked by misguided advice, politics, and power struggles. Reprint. 10,000 first printing.