Salesforce Research: Across the C-suite, trust is the key to scaling agentic AI

The year 2025 brings with it a wave of innovation as companies are increasingly turning towards AI to drive growth and transformation. In a recent study conducted by Salesforce, it was found that C-suite executives are ramping up their efforts to implement agentic AI strategies. The research indicates a projected 327% surge in AI agent adoption over the next two years. However, the key takeaway from the study is clear – trust is the linchpin for unlocking the true potential of AI in organizations.

Trust plays a pivotal role in determining whether companies can successfully scale AI agents and realize the value they envision. At Salesforce, this trust imperative is embodied in the form of Agentforce. The Agentforce 360 Platform, the cornerstone of the company’s agentic platform, ingrains trust into the very fabric of how AI agents operate, interact, and collaborate with humans. This approach ensures that leaders can seamlessly deploy agentic AI at scale.

Joe Inzerillo, chief digital officer of Salesforce, emphasizes the importance of trust in propelling the adoption of AI agents within organizations. He states, “As organizations scale AI agents, trust becomes the accelerator. When leaders trust their data, systems, and governance, AI transitions from a mere experiment to a driver of enterprise-wide impact. Trust is not a hindrance; it is the bedrock that empowers companies to move swiftly, align teams, and unlock the full potential of the agentic enterprise.”

The research identifies trust as both the accelerator and the bottleneck in the journey towards AI adoption. Quality data, security, and employee buy-in emerge as the cornerstones of trust, as highlighted by insights from CIOs, CFOs, and CHROs:

– CIOs express concerns about the reliability of data, with 93% emphasizing the need for AI integration within the workflow.
– CFOs prioritize security and privacy, with 66% citing these as top concerns influencing budget decisions.
– CHROs focus on building trust among employees to ensure seamless integration of AI agents into the workforce.

A study by IDC underscores the importance of preparation in AI implementation, with prepared CEOs showing a greater investment in ethics, governance, and guardrails. To aid leaders in realizing the value of agentic AI, the Agentforce 360 Platform embeds key pillars of trust – data quality, security, and employee adoption – into its architecture. The Einstein Trust Layer ensures data security and accuracy, while promoting employee adoption by seamlessly integrating autonomous agents into the natural workflow.

CIOs, in particular, are taking proactive steps towards realizing their agentic AI ambitions. AI budgets have seen a significant increase, with CIOs allocating 30% towards agentic AI initiatives. However, data quality remains a concern, with only 23% of CIOs fully confident in their data governance strategies. Salesforce CIO Daniel Shmitt emphasizes the significance of embedding trust into every aspect of AI implementation to foster confidence and speed.

On the other hand, CFOs are embracing agentic AI wholeheartedly, with a notable shift towards aggressive AI strategies. Nonetheless, security and privacy threats continue to loom large, influencing budgetary decisions. Robin Washington, president and CFO at Salesforce, underscores the transformative impact of AI agents on the CFO function, necessitating a shift in mindset towards becoming architects of agentic enterprise value.

CHROs play a crucial role in building trust within teams to ensure a smooth transition to working alongside AI agents. Reskilling and upskilling initiatives are at the forefront of HR strategies, with a focus on preparing employees for the digital labor revolution. Nathalie Scardino, president and chief people officer at Salesforce, highlights the need for organizations to redesign jobs, reskill employees, and foster a culture of continuous learning to thrive in the era of agentic AI.

The Salesforce trusted AI foundation offers three core capabilities – context and accuracy, built-in trust and security, and an open and unified platform – to ensure the accuracy, explainability, and security of the Agentforce 360 Platform. This foundation instills confidence in companies to scale AI responsibly and drive measurable business value.

In conclusion, trust emerges as the linchpin in the race towards AI adoption. Companies that prioritize trust-building with stakeholders and leverage platforms like the Agentforce 360 Platform stand to gain a competitive edge in the agentic enterprise landscape. By fostering trust, organizations can accelerate innovation, drive quality, and realize the full potential of AI in transforming their operations.