69% ANZ AI leaders focus on Agentic AI, 38% already deploying it: Salesforce

A new YouGov study, commissioned by Salesforce, reveals that C-suite executives across Australia and New Zealand (ANZ) are rapidly increasing their focus on agentic AI as businesses struggle with labour shortages, flat productivity, and growing customer demands.

The survey, which polled over 480 ANZ business leaders, found that 69% of those prioritising AI have set their sights on agentic AI for the next 12 months, while 38% have already implemented the technology to enhance operations and customer experiences.

AI is now a top-three priority for 79% of ANZ C-suite executives, with leaders recognising the need for digital transformation in an increasingly competitive market. The key drivers for AI adoption include:

• Enhancing customer and employee experiences (57%)

• Meeting customer expectations for faster, personalised interactions (55%)

• Maintaining a competitive edge with advanced technology (51%)

• Responding to employee demand for AI-powered tools (50%)

• Boosting efficiency and productivity (49%)

According to Frank Fillmann, EVP and General Manager at Salesforce ANZ, businesses can no longer afford to delay AI adoption.

“For customers, their last great experience is their new expectation, and all that pressure is falling on frontline employees, who are more burned out than ever,” Fillmann said. “ANZ business leaders are facing this while also dealing with ongoing productivity challenges and an inability to get the right people into the right roles. It’s a perfect storm where supply simply doesn’t meet demand. Local leaders know this can’t be tackled without augmenting employees with elastic digital labour.”

Agentic AI—which enables AI-powered digital agents to work alongside human employees—is emerging as a game-changer for businesses looking to overcome workforce shortages and operational bottlenecks. The research found that among AI-prioritising leaders, the most common use cases for agentic AI include:

• 24/7 customer support across multiple channels (68%)

• Sales forecasting and analytics (58%)

• Platform management (58%)

• Marketing strategy and campaign development (57%)

Fillmann emphasised that agentic AI allows companies to eliminate the traditional trade-off between productivity and customer experience, enabling them to scale efficiently.

“With Agentforce, companies no longer need to choose between enhancing productivity and improving customer experience,” he said. “They can instead focus on bold, audacious thinking to grow their businesses.”

Despite the enthusiasm for AI, ANZ executives acknowledge significant hurdles in implementation. The study identified the biggest challenges for leaders over the next 12 months, including:

• Adapting to rapid technological change

• Attracting and retaining skilled talent

• Scaling businesses to meet evolving demand

As organisations accelerate AI adoption, agentic AI is set to play a crucial role in shaping the future of work, helping businesses address workforce gaps, streamline operations, and drive innovation.

With more than two-thirds of AI-focused executives making agentic AI a priority, the technology is no longer a futuristic concept—it’s rapidly becoming a business necessity in ANZ’s evolving market.