CX Transformation Through a Unified, AI-Native Contact Center

Customer experience leaders have invested in CRM, contact center platforms, bots, and analytics, yet service often remains fragmented. The opportunity is not to add more AI, but to redesign the contact center around a unified, AI-native model.

Agentforce Contact Center brings human and AI agents together across intake, triage, and resolution. Delivering value, however, also requires changes to workflows, roles, governance, measurement, and adoption to reduce handle times, ease agent workload, lower cost-to-serve, and improve CX.

Join Sutherland and Salesforce for an executive webinar on moving from fragmented service operations to scalable agentic CX. Learn how to prioritize AFCC use cases and define a practical path beyond pilots through Sutherland’s Quick Launch program, Day in the Life of an Agent, AI Labs, and ROI calculator.

What You’ll Learn

• Why customer experience remains fragmented despite years of investment in CRM, contact center platforms, bots, and analytics
• What an AI-native contact center looks like – and how it differs from simply adding AI to existing systems
• How human and AI agents can work within one service model across intake, triage, and resolution
• What must change across operating models, workflows, measurement, agent roles, governance, human oversight, and adoption
• How to prioritize AFCC use cases using cost-to-serve, handle time, agent load, CSAT, and other sources of service friction
• How Sutherland’s Quick Launch program, Day in the Life of an Agent, Sutherland AI Labs, and ROI calculator support use-case discovery, solution exploration, and measurable value

This focused AFCC deep dive is the starting point for a broader conversation. As Dreamforce 2026 approaches, we will build on these themes through discussions on composable, Headless 360 experiences, trust-by-design governance, and enterprise-wide agentic enablement and welcome the opportunity to continue the conversation in San Francisco.