Hear how PepsiCo is revolutionizing customer engagement through its contact center transformation with PwC’s AI-driven approach.
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PepsiCo Boosts Customer Engagement with AI and Partners
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, Chief Digital & Information Officer, PepsiCo North America, PepsiCo
, Partner, Commercial & Service Excellence Platform Leader, PwC
, SVP, Sales, Salesforce
Role: Executive, IT Business Leader
Industry: Consumer Goods
Product: Agentforce, Data 360
Topic: Agentic AI
Session Level: Intermediate
Session Type: Breakout
Session Summary: At Dreamforce, Salesforce highlighted its transformative partnership with PepsiCo and PwC, showcasing how these collaborations are driving innovation and operational excellence at a massive global scale. PepsiCo has integrated Salesforce platforms such as Marketing Cloud, Sales Cloud, Service Cloud, and Consumer Goods Cloud into its operations to enhance customer engagement, streamline retail execution, and optimize service delivery. By leveraging AI-driven solutions like Agentforce and a robust data foundation, PepsiCo is automating processes, augmenting human decision-making, and unifying its customer service operations across 90 call centers worldwide. This collaboration has enabled PepsiCo to achieve significant efficiency gains, technology consolidation, and enhanced customer experiences, all while laying the foundation for future innovations in AI and automation across its enterprise ecosystem.
Key Takeaways:
• PepsiCo has implemented Salesforce tools like Marketing Cloud, Consumer Goods Cloud, and Agentforce to transform customer engagement and retail execution, resulting in significant operational efficiencies.
• The integration of a robust data foundation and AI technologies, including PepsiCo's proprietary pep GPT, has empowered predictive insights and automation across functions, driving both cost savings and growth opportunities.
• The partnership between Salesforce, PepsiCo, and PwC has been instrumental in co-developing industry-specific solutions and ensuring scalable, ROI-driven transformations for PepsiCo's global operations.
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