The Brutal Truth About Agentic AI and Integration Debt
The agentic enterprise looks neat on stage. Inside real organisations, it’s messier. Here’s why integration debt, interface collapse, and “agentic debt” will define who wins in 2026.
Views on the SaaSpocalypse: Lessons from a Sheep Called Dolly
Today is 23 February, 2026. On this day in 1997, Dolly the sheep was announced to the world. She had actually been created earlier at the Roslin Institute outside Edinburgh, but this was the moment it became public. The press conference. The headlines. The sudden certainty that something irreversible had just happened. Dolly was the…
How to Deliver Salesforce Outcomes with Agentic AI
Introduction Salesforce delivery has entered a new era.Not through a flashy demo, but through a structural shift: teams are now being measured by outcomes, not outputs. The catalyst is agentic AI — systems that can plan, act, and coordinate toward a goal. And Salesforce’s launch of Agentforce Vibes has made that shift impossible to ignore….
How to Scale AI Without Starting From Scratch: Lessons From APIs
Too many AI projects are built fast, but not smart. This post breaks down what the API era got right and how reuse, orchestration, and structure can help you scale AI without blowing the budget.
Is Salesforce Data Cloud Worth It? Debunking the Myths
Salesforce Data Cloud has sparked a lot of conversation, confusion, and curiosity. Is it just another CDP? A pricey data lake? Or something more? In this post, I unpack the most common myths and explain what Data Cloud really is, how it works with Agentforce, and whether it’s worth considering for your business.
- Technology | Business | Sales
Is AI Really Transforming Customer Service? Or Just Handling the Mess?
Every week brings another headline about AI reinventing customer service. “AI agents now handle thousands of support requests.”“Chatbots are deflecting 40% of inbound interactions.”“Digital assistants are reshaping contact centres.” All true — and yet, here’s the uncomfortable question: If AI is transforming customer service, why are customers still reaching out so much? We’re Still Fixing…
AI in Consulting: Asking the Right Questions Before Deploying Agentforce
Experiencing the Salesforce Agentforce World Tour firsthand this week in Sydney was inspiring. Seeing cutting-edge AI in action and how Salesforce is shaping the future of customer engagement reinforced what I already knew—AI is a game-changer. Having been directly involved in the pilot program, I’ve witnessed Agentforce evolve, unlocking new possibilities for businesses. Now, as…
Agentforce: The Key to Blending AI and Human Touch in Customer Service
Salesforce’s recent $2.5 billion investment announcement for Australia, announced at the Agentforce World Tour Sydney (Source: Salesforce), signals a major acceleration of AI adoption, with Agentforce leading the charge. As AI takes over more customer interactions, businesses need to ask themselves a critical question: Are we enhancing the customer experience or automating away the human…
15 Years with Salesforce: From Bermuda to Agentforce
I still remember the day I first encountered Salesforce, about 15 years ago. I was at Yabsta Digital in Bermuda, juggling multiple roles – admin, sales, marketing – you name it. Logging into Salesforce for the first time was a real eye-opener. Here was a tool that could actually organise client interactions and automate some…
“Sausage Gate” And Other Gaffes: When Technology Trips Us Up”
We’ve all been there—relying on tech to guide us through a task, only to have it lead us down an unexpected (and sometimes embarrassing) path. But when you’re the Prime Minister of Britain and the autocue turns “hostages” into “sausages,” well, that’s one for the history books. Keir Starmer’s now infamous “Sausage Gate” incident may…
