22: Agentic AI for hyper-personalization at scale: Insights from Steve Hammond, general manager and executive vice president of Agentforce Marketing at Salesforce

Steve Hammond, general manager and executive vice president of Agentforce Marketing at Salesforce, sits down with host Alan Hart at Dreamforce to share his perspective on how leaders can navigate the fast pace of change in technology and marketing. Steve reflects on his journey from early entrepreneurial ventures to modernizing Salesforce's marketing technology, emphasizing how consumer expectations are shifting and how AI Agents now empower companies to unlock hyper-personalization at scale. He discusses how interconnected company data is essential to delivering more efficient, personalized experiences, and why executives should be fully invested in shaping strategies to break down barriers to innovation. Steve explains that the intersection of people and technology delivers the strongest results and shares his prediction that as AI evolves, marketers will spend less time managing technical details and more time focused on high-level strategies that empower them to create personalized customer experiences across all touchpoints.    In this episode, you'll learn:  How AI agents shift consumer expectations    Areas for organizations to address to meet evolving consumer expectations   How unified company data unlocks more personalized, efficient customer experiences    Key highlights:  [00:00] Introduction   [01:15] Finding rest on the farm   [02:45] What is Agent Force Marketing?  [03:50] Steve's path to Salesforce  [06:50] Keeping up with the pace of change  [08:55] The organizational elements needed to adapt shifting consumer expectations  [10:40] The intersection between people and technology   [14:35] The state of Salesforce marketing solutions  [18:10] Personalization at scale  [20:50] An experience that defines you: Experiences different cultures   [22:25] Advice to your younger self: Deliver on your vision  [23:30] A topic marketers need to learn more about: What is real and what is hype?  [25:00] Subcultures and trends to follow: The future of work  [26:30] Largest opportunity and threat to marketers today: Apathy    Resources mentioned:    Salesforce.com    Follow the podcast:    Listen on Apple Podcasts    Listen on Amazon Music   Listen on Audible   Listen on iHeart Radio  Listen on Spotify      Connect with Steve Hammond and Salesforce:  Steve Hammond on X  Steve Hammond on LinkedIn  Salesforce on LinkedIn  Salesforce on Instagram  Salesforce on YouTube    Connect with Alan Hart and Deloitte Digital:     Alan Hart on X  Alan Hart on LinkedIn   Deloitte Digital on LinkedIn   Deloitte Digital on Instagram   Deloitte Digital on YouTube   Deloitte Digital on Threads