Reggie Walker, PwC | Dreamforce 2025

At Dreamforce 2025 in San Francisco, Reggie Walker, global Salesforce alliance lead at PwC, joins theCUBE’s Dave Vellante and Gemma Allen to unpack why the contact center is a flagship use case for agentic AI. Walker details how “software-driven service” and AI-powered, agentic contact centers can standardize processes and technology to slash costs by ~70–80% while boosting CSAT by ~10–15%. The discussion explores what’s actually scaling now, how governance and security enable confident deployment and where human agents remain essential as augmentation rather than replacement.

The conversation also highlights industry momentum and practical next steps. Financial services is leaning into personalization, retail is optimizing end-to-end customer journeys, and healthcare is elevating patient experience. Walker shares lessons learned from leading PwC’s Salesforce-driven go-to-market transformation: start with outcome-based goals, put governance first, pilot high-ROI use cases (like contact centers), and invest in change management so people can effectively work alongside agentic workflows. With early adopters moving from experiments to scalable deployments, the message is clear: measured execution beats hype – and the time to learn is now.

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00:00 - Intro
00:02 - Transformative AI: Shaping the Future of Enterprise and Customer Engagement
02:54 - Salesforce's Strategy and Future Bets
05:26 - Addressing Challenges and Market Dissonance
07:37 - Steps to Scale AI in Organizations
11:27 - Industry-specific Quick Wins with AI
13:32 - Lessons from Salesforce Transformation at PwC
16:35 - Embracing AI: Transforming Business through Advisory and Adoption

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