Discover how Volkswagen Group leverages Agentforce and AI use cases, with the role played by Capgemini, to become an Agentic Enterprise and deliver hyperpersonalized experiences at scale.
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From Complexity to Scale — Getting Agentforce-Ready
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, Head of Customer Experience Transformation & Client Partner Automotive, Capgemini Invent
, Business Owner Salesforce ONE.CRM & Customer Care, Volkswagen Group
Role: IT Business Leader
Industry: Automotive
Product: Agentforce
Topic: Agentic AI
Session Level: Beginner
Session Type: Theater
Session Summary: The session highlighted how Volkswagen Group is leveraging Salesforce technologies, including Data Cloud, Marketing Cloud, Service Cloud, and Agentforce, to drive its digital transformation and create a unified customer experience across its global operations. By working with Salesforce consulting partner Capgemini to integrate AI-driven solutions and building a single tech stack across multiple brands and regions, Volkswagen Group has achieved hyper-personalization, streamlined operations, and improved customer satisfaction, particularly in after-sales services. Data Cloud enables a 360-degree customer view, breaking down organizational silos, while Agentforce automates manual tasks, allowing employees to focus on delivering quality interactions. The strategic partnership with Capgemini and the adoption of AI-first strategies have significantly enhanced business outcomes, including rolling out solutions to 52 countries and improving operational efficiencies across the organization.
Key Takeaways:
• Volkswagen Group successfully implemented Salesforce solutions like Data Cloud and Agentforce to create a unified tech stack, enabling hyper-personalization and seamless customer experiences across pre-sales, sales, and after-sales processes.
• Through AI-powered tools, such as automated service workflows in after-sales, Volkswagen has reduced manual tasks for employees, allowing them to focus on higher-value customer interactions and boosting satisfaction and retention.
• The transformation, supported by Salesforce technologies, has scaled rapidly, with solutions deployed across 52 countries, demonstrating the importance of strategic partnerships, data quality, and organizational change in achieving digital transformation.
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