Salesforce remains a dominant force in the CRM and enterprise software industry as it enters its new financial year. Known for its innovation and relentless focus on customer success, they are poised to redefine the technological landscape – even beyond the world of CRM. As a Salesforce customer and partner, we understand how quickly the Salesforce offering and ecosystem can change. But this year, the CRM leader is doubling down on Agentforce and going for gold as the reigning AI tech company in 2025. Key priorities for Salesforce this year include furthering its ambitious Agentforce initiative, AI advancements in industry-specific products such as Health Cloud, strategies to maintain market leadership in competition with Microsoft, and its ongoing investment in thought leadership. These priorities underscore Salesforce’s commitment to driving technological progress and creating meaningful impacts across verticals.
Agentforce: Building the Future of Autonomous Assistants
Salesforce’s Agentforce initiative represents a major leap in the development and deployment of autonomous agents. Building on the success of the Agentforce Service Agent and newly released SDR Agent, Salesforce plans to introduce new agents such as the Marketing Agent and the Personal Shopping Agent. These agents are designed to simplify workflows, enhance customer interactions, and provide a deeper level of personalisation than ever before.
A key component of the Agentforce strategy is the concept of “agents working with agents.” This vision entails creating an infrastructure where autonomous agents can seamlessly collaborate with each other to complete complex tasks. For instance, a Marketing Agent might coordinate with a Sales Agent to ensure leads are nurtured effectively, while a Personal Shopping Agent integrates with customer support agents to offer tailored recommendations in real-time.
To promote adoption and foster community engagement, Salesforce plans to host more hands-on events for Trailblazers, similar to the interactive sessions we have seen at Dreamforce and Agentforce World Tour. These events aim to showcase the power of Agentforce by providing live demonstrations, workshops, and use-case scenarios that highlight how these assistants can revolutionise workflows across industries. By empowering the Trailblazer community to experiment with and deploy these tools, Salesforce is ensuring that Agentforce becomes a foundational aspect of modern business operations. If you haven’t already, we encourage you to check out the Trailhead modules, like ‘Get Ready for Agentforce’ where you can get hands-on with this exciting new technology for free!
Health Cloud: Transforming Healthcare with AI
Healthcare is a critical industry where Salesforce is poised to make significant strides. The Salesforce Health Cloud, already a key player in the market, is expected to become even more influential in 2025 due to the integration of advanced AI capabilities. With the growing demand for personalised and efficient healthcare solutions, AI-powered tools can revolutionise how providers interact with patients and manage their operations.
AI’s potential in healthcare includes predictive analytics, personalised care recommendations, and enhanced patient monitoring. For instance, AI can analyse large datasets to identify patterns that predict health outcomes, enabling providers to intervene earlier and improve patient care. Additionally, tools like chatbots and virtual assistants can improve accessibility by helping patients schedule appointments, navigate insurance processes, select appropriate products and receive medical advice in real-time.
Salesforce Health Cloud stands out as a comprehensive platform for managing these capabilities. Its ability to unify patient data, integrate with electronic health records, and deliver actionable insights makes it an indispensable tool for healthcare providers. As Salesforce continues to invest in AI, we can expect the Health Cloud to become a central hub for healthcare innovation, enabling providers to deliver smarter, more personalised care while improving operational efficiency.
Salesforce Voice: Revolutionising Communication
Another key area of focus for Salesforce in 2025 will undoubtedly be Service Cloud Voice. This feature transforms business communication by integrating AI-driven voice technology with Salesforce’s broader ecosystem. Essentially, as we saw in the impressive Dreamforce Saks demo, calls will be automatically triaged, and customers with non-complex, priority or sensitive requests will be able to phone up with a query or issue and be served by an AI agent who can understand, interpret and meet their needs without the input of a human.
This technology will use a scalable, resilient architecture built on standard Salesforce objects, designed to support high-volume, high-availability contact centers. This design ensures a consistent, integrated experience across voice, messaging, and email, allowing IT leaders to seamlessly integrate multiple systems within their contact centers. This incredible new functionality can be additionally combined with features like Einstein Conversation Insights, supporting both sales and service contexts and providing actionable data to optimise performance.
We are not yet sure when this technology will become generally available, but we are excited for the moment that this functionality moves off the roadmap and into the hands of users.
Brand and Strategic Events: Staying Ahead of the Competition
One of Salesforce’s key challenges in 2025 will be maintaining its market leadership amidst fierce competition from Microsoft and other industry players. Microsoft’s Dynamics 365 platform, bolstered by its integration with Azure and AI tools like Copilot, presents the CRM leader with a rival. However, Salesforce has consistently demonstrated its ability to stay ahead by leveraging its unique strengths, including its robust ecosystem, customer-centric focus, and innovative products like Agentforce.
To reinforce its brand and maintain its competitive edge, Salesforce is expected to continue hosting large-scale strategic events such as Agentforce World Tour. These events not only showcase the company’s latest innovations but also serve as powerful platforms for engaging customers, partners, and developers. In 2025, these events will place a significant emphasis on Agentforce, highlighting its capabilities and demonstrating how it outperforms competitors’ solutions.
By combining product innovation with impactful events, Salesforce can reinforce its position as a leader in the CRM space. Moreover, its ability to create a vibrant community around its platform ensures that it remains top-of-mind for businesses seeking cutting-edge solutions.
Thought Leadership: Engaging the Broader Ecosystem
In addition to being an industry leader, Salesforce aims to maintain its position as a thought leader in 2025. This involves not only driving innovation within its own platform but also engaging with executives, experts, and other stakeholders to shape the broader conversation around technology and business trends.
Salesforce’s thought leadership initiatives include publishing insightful research, hosting executive roundtables, and participating in global forums. By facilitating discussions on topics such as global AI ethics, compliance, best practices, digital transformation, and sustainability, Salesforce can influence the direction of the industry and strengthen its reputation as a visionary company.
Furthermore, the company’s vast network of customers and partners provides a valuable platform for collaboration and knowledge sharing. By fostering these relationships and investing in community-driven initiatives, Salesforce can ensure that its thought leadership efforts resonate with a wide audience and drive meaningful change.
Conclusion
Salesforce’s priorities for this financial year reflect its commitment to innovation, customer success, and industry leadership. Through initiatives like Agentforce, the company is redefining the potential of CRM and workforce technology and enabling businesses to achieve new levels of efficiency and personalisation.Meanwhile, strategic events and thought leadership efforts ensure that Salesforce remains at the forefront of the technology landscape, even in the face of stiff competition.
As Salesforce continues to execute on these priorities, it is poised to deliver significant value to its customers and drive progress across multiple industries. By staying true to its core values of trust, customer success, and innovation, Salesforce is well-positioned to grow its stake in the future of technology.
References
Harvard Business Review (2023). The Role of AI in Healthcare Innovation. [Online] available at: https://hbr.org (accessed 20/01/25).
Salesforce (2023). Agentforce: A New Era of Autonomous Agents. [Online] available at: https://salesforce.com (accessed 20/01/25).
Salesforce (2024). Driving Healthcare Transformation with Health Cloud. Retrieved from https://salesforce.com. (accessed 20/01/25).
Salesforce (2024). Salesforce Voice: Enhancing CRM Through AI-Driven Communication. Retrieved from https://salesforce.com. (accessed 20/01/25).
TechCrunch (2024). Salesforce vs Microsoft: The Battle for CRM Supremacy. Retrieved from https://techcrunch.com. (accessed 20/01/25).
Trailblazer Community (2023). Engaging with Salesforce Events and Initiatives. Retrieved from https://trailblazer.salesforce.com. (accessed 20/01/25).