AI-driven automation is becoming a core part of Salesforce’s UK offerings, according to a new research report from technology advisory firm ISG. The 2025 ISG Provider Lens Salesforce Ecosystem Partners report finds that the company’s Agentforce platform, enabling fully autonomous AI agents across its Customer 360 platform, influences how businesses deliver customer service and manage operations.
ISG says Salesforce’s shift to an agent-first operating model marks a significant step toward wider business transformation. The continued adoption of autonomous agents will likely boost efficiency and raise customer service expectations across sectors in the UK
“The rise of Agentforce clearly illustrates that the era of static SaaS is evolving into a dynamic, AI-powered future defined and accelerated by autonomous and agent-driven enterprises. For those in the Salesforce managed services sector, this transformation is an opportunity to lead by evolving into managed agent service providers that help businesses embrace this shift strategically,” said Jan Erik Aase, partner and global leader, ISG Provider Lens Research.
Governance and compliance essential for AI adoption
Successfully integrating AI agents will require comprehensive frameworks that define operational and ethical boundaries, along with robust risk and compliance measures.
As these technologies become more embedded in everyday services, ISG suggests UK consumers may start to expect faster, AI-enabled services not only from companies but also from public services.
The report states that organisations that move early by developing managed agent services or working closely with their developers are likely to gain a competitive advantage.
The report evaluates 52 providers across six quadrants tied to Salesforce implementation and management. Accenture, Cognizant, Infosys, TCS, and Wipro were named Leaders in four categories each. Capgemini, Deloitte, IBM, and Credera followed with leadership positions in three quadrants.
With Salesforce’s AI strategy reshaping expectations around speed, efficiency, and customer experience, ISG suggests that UK businesses should prepare now for an increasingly autonomous future.