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How Energy Retailers Are Reinventing Customer Experience
Learn how major energy retailers are providing faster and more personalized customer service with Agentforce — resolving issues, retaining customers, and driving growth across digital touchpoints.

, Head of Service Transformation, AGL

, Product Manager, E.ON Energie Deutschland GmbH

, Head of Data Analytics, Reporting & Enablement, E.ON Energie Deutschland GmbH

, Architecture Manager, AGL

, Industry Advisor - Energy & Utilities, Salesforce

Product: Marketing, Agentforce
Role: Marketing, Service
Industry: Energy and Utilities
Topic: Agentic AI
Session Level: Intermediate
Session Format: Breakout
  • Thursday, Sep 172:00 PM - 2:40 PM PDT
    (9:00 PM - 9:40 PM GMT)
    Moscone South, LL, Content Pavilion, Stage 1
    FIRST COME FIRST SEATED
Session Summary: This session explored the transformative impact of AI and data-driven solutions in the energy and utilities sector, highlighting evolving customer expectations and the shift toward renewable energy and electrification. With 70 of the 100 largest energy customers worldwide utilizing Salesforce's integrated industry applications, the discussion emphasized the importance of transitioning from legacy systems to domain-oriented architectures for scalability, adaptability, and improved customer engagement. By leveraging Salesforce's AI capabilities, such as service replies, sentiment analysis, and intelligent routing, companies can deliver proactive, personalized, and connected experiences while empowering employees with better tools and insights. The panel underscored the significance of building strong data foundations, integrating systems effectively, and fostering trust with customers through privacy and transparency to navigate and thrive in an era of rapid change and disruption within the energy market.
Key Takeaways:

• Energy companies are leveraging Salesforce's AI capabilities and integrated industry applications to deliver proactive and personalized customer experiences while empowering agents with insights and automation tools.

• Transitioning from monolithic legacy systems to domain-oriented architectures enables organizations to adapt to market disruptions and unlock the full potential of AI-driven solutions for customers and employees alike.

• Strong data foundations, including integration and information architecture, are critical for building trust with customers, ensuring privacy, and creating scalable and connected ecosystems for the future of energy.

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