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Business models don’t evolve by accident. At Salesforce Inc., operational discipline and strategic clarity are shaping a new chapter driven by automation and agent-based systems. Customer demand for intelligent automation is converging with Salesforce’s internal push to scale its operating model. That includes helping customers apply agent-based systems to tackle complex problems and unlock measurable business value, according to Robin Washington (pictured), president and chief operating and financial officer of Salesforce. The goal: Driving growth, improving customer outcomes and strengthening Salesforce’s own operating model in the process. “We really see a once-in-a-lifetime opportunity with the agentic enterprise to really accelerate our customers’ adoption of AI, which will fuel our growth and improve our customers’ success,” Washington told theCUBE. “We want to help our customers leveraging technology solve their greatest problems.” Washington talked with theCUBE’s Dave Vellante and George Gilbert at Dreamforce during an exclusive broadcast on theCUBE, SiliconANGLE Media’s livestreaming studio. They discussed AI adoption, operational excellence, enterprise strategy and customer value models. (Disclosure below.) Agent-based systems fuel growth and operational precision As both a COO and CFO, Washington helps define how Salesforce invests for long-term enterprise scale. One key benchmark is the company’s “50 by FY30” goal — a framework that blends growth and margin targets with a focus on service-driven revenue and operational efficiency, according to Washington. “We call it 50 by FY30, and it’s a combination of our service and support revenue percentage and our non-[generally accepted accounting principles] operating margin percentage,” she said. “That is our definition. We want our sales growth to grow. We want to be more profitable, so we want our GAAPs’ operating margin to grow, as well.” Integration of agent-based systems such as Agentforce 360 and Data 360 are accelerating across Salesforce’s multi-cloud customers. These systems are driving measurable improvements in engagement, retention and annual recurring revenue, according to Washington. “If we can truly make customers end-to-end agentic on Agentforce, that will expand their usage of all of our clouds. It will improve their performance, and it could be a three-to-four times increase in ARR for those customers. That’s our belief.” Here’s the complete video interview, part of SiliconANGLE’s and theCUBE’s coverage of Dreamforce: (* Disclosure: TheCUBE is a paid media partner for Dreamforce. Neither Salesforce Inc., the sponsor of theCUBE’s event coverage, nor other sponsors have editorial control over content on theCUBE or SiliconANGLE.) Photo: SiliconANGLE
