Dreamforce 2026 recap: how Capgemini made agentic AI real

This is what customer experience really looks like.

Dreamforce just wrapped, and the energy from the floor is still with us. As an Innovator Sponsor, we spent three days in San Francisco doing what we do best: turning bold ideas into working reality, side by side with Salesforce.

One message came through loud and clear this year: AI isn’t a side conversation anymore — it’s the main event. Across AIforce, Agentforce, Customer 360, and Data 360, Salesforce laid out a vision for AI that works inside real systems, real data, and real permissions. We didn’t just hear it — we showed it in action.

Through client stories, live demos, and standing-room sessions, our teams showed how trusted data and intelligent agents are already reshaping contact centers, CRM strategy, and customer engagement for organizations like Barclays, AXA XL, and Discount Tire.

The question we heard again and again wasn’t “what can AI do?” It was “are we ready for it?” Data quality, governance, and change management are quickly becoming the real differentiators.

Missed us at the show? Catch up below, then let’s talk about what’s next for you.

Make it real with Capgemini and Salesforce.

Stories that inspire: Discover how our clients make it real

Agentic AI in wealth management featured image

Next-gen customer service with Salesforce

Sept 15 | 12:30 PM – 12:50 PM | Moscone North, LL, Campground, Theater 1
This session explored how a global bank is building the contact center of the future for more than 25 million customers, pairing Salesforce with AWS via Capgemini to accelerate AI transformation.

Speakers: Meghan Cavanaugh, Barclays | Eran Agrios, Salesforce | Avin Handa, Capgemini

AI-powered contact center reinvention

Sept 16 | 9:30 AM – 10:10 AM | Metreon AMC, L3, Theatre 11
This session unpacked how a global banking organization uses AI to transform contact centers, boosting growth and customer satisfaction, accelerating cross-sell and up-sell, reducing costs, and enhancing agent and customer experiences.

Speakers: Vishal Kumar, Barclays USCB | Jinal Kathiara, Salesforce | Atul Agrawal, Capgemini

Clouds reflected in modern office buildings Frankfurt Germany

AXA XL: from local CRM to global growth engine

Sept 16 | 4:30 PM – 4:50 PM | Moscone North, LL, Campground, Theater 2
During this session, AXA XL shared how it transformed a local CRM deployment into a global go-to-market capability, unifying teams, data, and processes to improve client insight, broker engagement, and pipeline decisions.

Speakers: Andrea Milicia, Axa XL | Max Bocchini, Capgemini | Maura Lachowski, Capgemini

Trusted data powering AI and future growth at Discount Tire

Sept 17 | 11:00 AM – 11:40 AM | Metreon AMC, L3, Theatre 10
This session shared how Discount Tire modernized its data foundation to unlock greater agility, improve decision-making and lay the groundwork for AI-powered innovation and growth.

Speakers: Mark Esbenshade, Discount Tire | Luc Ducroqc, Capgemini

We didn’t just attend, we hosted the conversation

Beyond our four featured client sessions, our experts led the room across Dreamforce campus all week, including MVP office hours, architecture deep dives, and hands-on sessions built for the people actually doing the work. From modernizing Salesforce orgs without starting over, to cleaning and activating data with AgentExchange, our teams brought the practical, in-the-trenches expertise Dreamforce is known for.

Sessions our experts led: