Redtag participated as a Silver Sponsor of Salesforce CX Reimagined: Agentic Omnichannel by Design, held in Warsaw on November 3, 2026.
The event brought together business leaders, Salesforce experts, and technology professionals to explore how AI agents, connected customer data, and omnichannel experiences are reshaping customer engagement.
Dmytro Hord, Regional Director of Sales, and Roman Lutsyshyn, Salesforce Consultant, joined the event on behalf of Redtag, exchanging perspectives on the opportunities and practical challenges of bringing AI into everyday business operations.
Key takeaways
- AI agents now support the whole customer journey, from marketing and commerce to personalization and loyalty, not only customer service.
- A unified customer view is the foundation of AI adoption, because AI agents without connected data struggle to stay consistent across channels.
- Agentic omnichannel brings AI agents, communication channels, and human teams together, so customers can switch channels without losing context.
- In manufacturing, customer, product, and order data is often split across Salesforce, ERP, and dealer systems, which makes Salesforce ERP integration an early step toward AI.
- Successful AI adoption depends as much on how well technology connects with existing processes and data as on what it can do.
AI Is Moving Across the Customer Journey
AI is no longer limited to customer service. From marketing and commerce to personalization and loyalty, businesses are exploring how AI agents can support the entire customer journey.
But connecting these experiences requires more than introducing new technology.
Reflecting on the event, Dmytro Hord highlighted the importance of connected customer data as a foundation for effective AI adoption. Without a unified customer view, even advanced AI agents can struggle to deliver consistent, relevant experiences across different systems and channels. That's the gap Salesforce Data 360 (formerly Data Cloud) is built to close, by bringing customer data from different sources into one profile.
Another key takeaway was the growing focus on practical applications rather than AI hype. Examples from retail, banking, and travel demonstrated how organizations across different industries are approaching AI-driven customer experiences.
From Multiple Channels to One Connected Experience
One of the central themes of Salesforce CX Reimagined was agentic omnichannel, an approach that brings AI agents, communication channels, and human teams together.
The goal is not simply to offer customers more ways to interact with a business. It's to make those interactions connected, so customers can move between channels without losing context. The difference between an omnichannel customer experience and a set of disconnected touchpoints.
Making that possible depends on reliable data, well-designed workflows, and systems that can exchange information effectively.
What This Means for Businesses
For many organizations, customer information is spread across CRM platforms, ERP systems, service applications, and other business tools.
In manufacturing, for example, customer, product, and order data may be distributed between Salesforce, ERP platforms, and partner or dealer systems. Similar integration challenges exist across other industries, where disconnected information can limit the effectiveness of AI-driven processes.
At Redtag, we help businesses address these challenges through Salesforce consulting, implementation and ERP integration, automation, and AI solutions. Teams ready to put AI agents to work can start with an Agentforce Quick Start.
The discussions in Warsaw reinforced an important practical consideration: successful AI adoption depends not only on what the technology can do, but also on how well it connects with existing business processes and data.
Continuing the Conversation
As a Silver Sponsor, Redtag was pleased to participate in Salesforce CX Reimagined and exchange perspectives with the wider Salesforce community.
Thank you to Salesforce and the event organizers for bringing everyone together in Warsaw and creating an opportunity to explore the future of connected customer experiences.
Want to explore how Salesforce, connected data, and AI could work together in your business?
Get in touch with the Redtag team.
