Salesforce's Taksina Eammano on what happens when AI ambition outpaces frontline readiness

What happens when an organization's AI ambition moves faster than its frontline's ability to absorb it?

Agility isn't just deploying new technology quickly. It's whether the people and processes closest to the customer can change alongside it without the experience coming apart at the seams.

Today we're going to talk about the friction between enterprise AI deployment and frontline readiness — and why the last mile of service is where AI investment either proves out or quietly falls apart. We'll get into:

- What actually breaks between a strategic AI decision and the moment a technician has to act on it

- Why fragmented data access is so costly when the person standing in front of the customer can't see the whole picture

- How to measure success in field service when closing tickets faster isn't the same thing as a better outcome

To help me discuss this topic, I'd like to welcome Taksina Eammano, EVP and GM of Agentforce Field Service at Salesforce.

About Taksina Eammano

Taksina Eammano is the Executive Vice President & General Manager of Field Service at Salesforce. She is responsible for the overall strategy and vision, product and innovation narrative, and financial performance of Field Service.

Taksina Eammano on LinkedIn

---------- Resources ----------

Salesforce: https://www.salesforce.com

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