Learn how Forumla 1 is building an agent-first engagement system to handle outreach, save time, and improve outcomes.
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Fueling Agentic Engagement with Formula 1
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, Agentforce 360 Platform & Data 360 Product Marketing, APAC, Salesforce
, Head of Portfolio & Technical Initiatives, Formula 1
, Head of Customer Data Operations, Formula 1
Role: Administrator, Executive
Industry: Media and Entertainment
Product: Agentforce
Topic: Agentic AI
Session Level: Beginner
Session Type: Theater
Session Summary: This session highlighted Formula 1’s successful journey in leveraging Salesforce to drive personalization at scale and enhance fan engagement. With a fan base of 827 million and 107 million social media followers, Formula 1 sought to address the challenges of disconnected tools, data silos, and governance by adopting Salesforce's technology. The implementation of Data 360 and Agentforce 360 enabled Formula 1 to achieve significant improvements, such as a 17% increase in click-to-open rates for personalized campaigns and a 50% reduction in chat handling time for customer service queries. Emphasizing data quality, fan-centric strategies, and trust in behavioral feedback, Formula 1 and their collaboration with Salesforce is transforming their fan experience and operational efficiency while preparing for future growth and innovation.
Key Takeaways:
• Formula 1 increased click-to-open rates by 17% through personalized campaigns powered by Salesforce, showcasing the potential of targeted, data-driven engagement strategies.
• Using Agentforce 360, Formula 1 helped their customer service team reduce chat handling time by 50%.
• The foundation of Formula 1’s success lies in standardizing and integrating data, enabling robust data quality that supports scalable and personalized fan experiences.
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