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Report 17 Mar 2026

Digital Customer Engagement - Salesforce - Vendor Profile - Worldwide

This vendor profile about Salesforce’s digital customer engagement portfolio provides a structured analysis of how Salesforce enables organizations to manage and orchestrate customer interactions across the entire lifecycle. The report positions digital customer engagement as a core pillar of Salesforce’s strategy, combining cloud-based applications, real-time data, and AI-driven capabilities. 

What the vendor profile covers 

  • An overview of Salesforce’s digital customer engagement portfolio, including Service Cloud, Sales Cloud, Marketing Cloud, Commerce Cloud, and Experience Cloud 
  • The role of AI and agentic workflows through Agentforce and real-time customer data  
  • PAC’s independent assessment of strengths, limitations, and competitive positioning in digital customer engagement 
     

Recommended advisory: PAC Leadership Session – Omnichannel Strategies 

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Jennifer Jonat

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