PDT3:00 PM – 3:40 PM
Nathan Ernest
Senior Manager, Solution Engineering
Salesforce
Gavin Barfield
Vice President & Chief Technology Officer, Solutions, ASEAN
Salesforce
Belle Loke
Product Marketing Lead
Salesforce
Discover how Singapore Airlines built a blueprint for scaling AI service across 2,500 agents globally, without ever losing the human touch.
Outcomes
Goal A
Learn why fragmented knowledge erodes customer trust and how a unified experience fixes it.
Goal B
Understand how to ground organisational knowledge in Agentforce so every rep responds with confidence.
Goal C
See how a phased Agentforce rollout reduces handling time without disrupting what already works.
0 Margin for Error: 10 Data Quality Requirements for AI
Theater • Intermediate
Wednesday • 9:00 AM – 9:20 AM
10 Agent Architecture Patterns from Salesforce Headless 360
Breakout • Intermediate
Wednesday • 1:30 PM – 2:10 PM
10 Hours to 30 Minutes: Closing the Execution Gap
Breakout • Intermediate
Thursday • 9:30 AM – 10:10 AM
2026 State of Email: Best Practices in the Agentic Era
Workshop • Beginner
Wednesday • 4:00 PM – 5:00 PM