Salesforce Summit 2026

On the 12th March, a few of the Steadman Brown team attended the London Salesforce Summit. We learnt all about the latest developments in Salesforce’s Service, Sales and Marketing products, and heard from some big names how they’re using Salesforce to better both their customers and internal teams. These are just some of our highlights from the day:

Thames Valley Police and Salesforce:

The first highlight was a talk from Rob Brind, Superintendent and Head of Operational Delivery for Contact Management at Thames Valley Police. Here, we got an insight into how Thames Valley Police are using Agentforce, with a focus on their AI chatbot, Bobbi. 

Bobbi was introduced to free up call handlers, filter the non-emergency requests and make emergency response times quicker than ever. However, understandably, the initial response to its introduction was mixed. To introduce AI into a universally understood emergency service, Thames Valley Police knew it had to be fault proof, if not it could be life threatening. 

But, after meticulous testing, Bobbi has resulted in some incredible victories, and also shed light on how not every emergency call should be handled via phone. For some people it may not be safe to speak aloud, some may require further conversation to understand if they’re actually in danger, or they may not feel comfortable talking to an operator. Bobbi has the capability to redirect these conversations, underline the dangerous situations and handle them accordingly. Overall, displaying how Agentic AI has the power to revolutionise our emergency services if executed properly. 

How can internal Salesforce teams benefit from the latest AI innovation?

Sometimes, we see in conferences that agentic innovation is purely about what it can do for your customers. This is great, however, it often misses out on all the things it can do to support your team as well. 

How do you expect your customers to be happy, if your team isn’t happy first!

We got to see a live demonstration of how AI works with your internal Salesforce team to resolve ticket requests. Which displayed the journey from slack bot, to ticket, to Salesforce Administrator within minutes. 

Agentforce had the capability to filter through all the CRM’s data and pinpoint exactly where things went wrong. It can also grab any relevant data, including any previous tickets for similar requests, the profile of the user who raised the ticket and more. This is massive for the Salesforce team, where they can partner with AI to resolve any technical issues quickly and efficiently, keeping their users onboard and happy.  

DPD and Salesforce:

Another highlight was listening to the Head of Customer Service at DPD, explain how personalisation of their Salesforce investment is so important when bettering their customer service. DPD originally invested in Salesforce in 2013, in order to replace 6 different parcel tracking systems, now their customer service is better than ever with just one. 

André Partridge also explained how truly good customer service requires a holistic approach, meaning all teams regardless of where you sit in the business, have to have the same customer service vision. Meaning, every department at DPD has to fully understand what they want their customers to experience in order for it to be successfully carried out. This means that all Salesforce enhancements for customer service have to involve their customer from the beginning, so the Salesforce team can best design and innovate the platform for this purpose.

To Conclude:

Overall, we had a day filled with learning. As Salesforce Recruiters, it was also refreshing to see how the candidates we work with are being impacted by Salesforce and Agentforce enhancements.

We attend events like the Salesforce Summit, because as the UK’s leading Salesforce Recruitment Agency, it’s so important for Steadman Brown to properly keep up to date with our market. This includes the latest product updates and agentic innovations for our customers, but also how these updates are affecting teams of Salesforce professionals.

Have a question about Salesforce recruitment? You can get in touch with Steadman Brown today: Contact Us | Steadman Brown