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Salesforce Crowdsources AI Roadmap with Customers
30 Apr
Summary
- Salesforce engages customers weekly for real-time AI roadmap input.
- Customer feedback directly influences product development and releases.
- This approach allows rapid adaptation to evolving AI technology.
In response to the rapid evolution of artificial intelligence, Salesforce has adopted a unique strategy: crowdsourcing its AI roadmap directly from its customers. This close collaboration, with some customers meeting as often as weekly, allows Salesforce to gather granular, real-time feedback.
This bottom-up approach, led by themes like agent context and observability, contrasts with traditional product timelines. It leverages direct input from rotating customer groups, assuming their needs reflect broader market demands. This method was instrumental in Salesforce's early launch of AI agent management software.
Companies like Engine, a travel management platform, and federal credit union PenFed have actively participated. Engine's feedback led to tangible improvements in AI voice agents, while PenFed's developed ITSM workflow was integrated into Salesforce's broader platform.
While this strategy relies heavily on customer insights, potentially overlooking longer-term development needs, it enables Salesforce to swiftly address issues and adapt to AI's unpredictable trajectory. The company also internally mirrors this approach, with employees being primary users of its AI tools.
