Let’s Talk Business Transformation!

How can businesses manage revenue more effectively as products, pricing models and customer expectations keep changing?

Garry Larner, EVP of Growth at OSF Digital, talks with Lubin Hoque, RVP of Agentforce Revenue Management, about connecting teams across the revenue lifecycle, applying AI responsibly, and bringing Salesforce capabilities together to solve complex customer challenges.

Key topics

• Where revenue lifecycle challenges create friction across sales, operations and finance
• How a shared platform can help break down silos
• How AI can support guided selling, financial visibility and delivery
• Why trust, security and governance matter when applying AI to sensitive data
• How Salesforce Revenue Management is expanding beyond CPQ
• Why partners are essential to connecting capabilities and delivering customer outcomes
• The importance of multi-cloud expertise and global delivery

Chapters
(04:18) Revenue lifecycle challenges: go-to-market, invoicing and billing
(05:52) Breaking down silos across sales, operations and finance
(06:53) AI in sales and real-time financial reporting
(09:03) Changing customer needs, Salesforce innovation and partner delivery
(10:02) Applying AI to customer outcomes and project delivery
(12:48) Using AI agents while protecting sensitive customer and financial data
(15:13) Expanding Revenue Management beyond CPQ
(16:59) What’s next: product catalogues, billing and cash collection
(18:57) Why strong partnerships matter
(21:08) Quick-fire questions: AI, bandwidth and Salesforce partners
(27:19) Bringing Salesforce product capabilities together to solve customer challenges
(29:55) Multi-cloud experience and global delivery

Further reading on the topic

• When Revenue Operations Break Down at the Catalog: A Framework for Unifying the Foundation of Pricing, Billing, and Growth

• The CPQ Sunset Is Not a Migration Problem. It Is a Revenue Architecture Decision

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In this special episode of Let’s Talk Business Transformation, recorded live at Salesforce Tower in London, Joe Hollinworth of OSF Digital sits down with Jemma Byrne, Head of Ecosystems at Salesforce, to explore what it takes to turn AI ambition into measurable business value.They discuss:- Why data readiness is essential for enterprise AI- The execution challenges slowing transformation- How organizations can accelerate time to value- What it takes to move from strategy to real-world impact

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AI agents, Agentforce, Salesforce, data strategy, andenterprise AI are quickly becoming priorities for business leaders but many organizations are still asking the same question: where do we start?

In this special episode of Let’s Talk Business Transformation, Issy Coleman, Sales Director at OSF Digital, speaks with Dev Sharma, Principal AI Solution Engineer, Salesforce, about how companies can move beyond AI hype and start building real business value with Salesforce AI and Agentforce.

The conversation covers how businesses are applying AIacross the front, middle, and back office, and why the most valuable use cases are often the practical, operational ones that remove manual effort and improve decision-making. Dev also explains why a successful AI strategy must be built on the right data strategy, and why prioritization matters more than budget or bandwidth.

Key topics

·   AI hype vs. real business value Salesforce AI and Agentforce use cases

·   Enterprise AI strategy and digital transformation

·   Where companies are finding ROI with AI today

·  Why AI strategy must start with the right data strategy

·   Agentforce, autonomous agents, and workflow integration

·   Customer service automation, case deflection, and AI agents

·   Revenue generation through cross-sell, upsell, and personalization

·   AI governance, trust, security, authentication, and observability

·   Why prioritization is a bigger barrier than budget or bandwidth

·   The role of Salesforce partners in scaling AI safely

·   Multi-cloud expertise and end-to-end AI implementation

·   Moving from “AI powered” to “outcome driven” transformation

Chapters
(1:45) AI hype vs. reality: where businesses are finding real value

(3:06) Why there is no AI strategy without a data strategy

(4:08) What makes Agentforce exciting for enterprises

(4:59) Why trusted partners are critical for safe AI deployment

(06:52) Unlocking iterative value across sales, service, marketing, commerce, and back office

(08:40) Why cross-industry expertise matters in AI transformation

(10:12) Lightning round: AI in 2026, prioritization, transformation, and buzzwords

Further reading on the topic
1. Overcoming AI Innovation Abandonment: Moving from Traditional Multi-Cloud Projects to Outcome-First MVPs
2. This Is Not Another Technology Cycle: An Executive Point of View on the Agentic Enterprise
3. From Pilots to Pattern: The Operating Model for the Agentic Enterprise

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Generative AI changed enterprise technology. Within 12 months, autonomous and agentic AI changed it again.

In this episode of Let's Talk Business Transformation, Sean Catlin, Global Head of Strategy at OSF Digital, sits down with David Brown, SVP and Global Chief Customer Officer, Service Cloud at Salesforce, to discuss why more businesses are moving beyond small AI experiments and putting agents into real use. They discuss the latest trends, success stories, and strategic insights into AI and customer service innovation.

Key topics

• Rapid evolution of AI and generative AI
• The rise of the agentic enterprise and autonomous solutions
• Success stories and best practices in AI deployment
• Strategies for scaling service transformation
• The importance of platform integration and partnership

Chapters

(2:29) Evolution and Trends of Autonomous Services in the AI and AI World

(10:11) The Power of Salesforce Cloud and Partner Collaboration(14:36) Implementation and Impact of AI and Technology in Salesforce(18:58) The Future of Business Transformation: A Conversation on AI, Product Development, and Customer Experience

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Further reading on the topic:

1. OvercomingAI Innovation Abandonment: Moving from Traditional Multi-Cloud Projects toOutcome-First MVPs
2. ThisIs Not Another Technology Cycle: An Executive Point of View on the AgenticEnterprise⁠
3. ⁠FromPilots to Pattern: The Operating Model for the Agentic Enterprise⁠

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Voice used to be the last stop in the customer journey, the place customers turned when something went wrong. Today, it’s becoming one of the most strategic channels for transformation.

In this episode of Let’s Talk Business Transformation, Tye Barnes from OSF Digital joins us to explore how AI is reshaping voice experiences, what modern contact center transformation really looks like, and how organizations can improve agent productivity and customer experience without disrupting existing operations. If your organization is evaluating AI-driven customer service, Salesforce-native voice solutions, or contact center modernization strategies,this episode offers practical insights on where to begin and what to consider next.

Key Topics

• Customer journey mapping for voice
• Diagnostic measures for voice system health
• Aligning voice strategy with business outcomes
• AI integration and governance in voice channels
• Long-term strategic advantages of native voice architecture

Chapters

(00:43 ) Introduction to Voice Modernization

(02:17) Setting organizational goals before adopting new voice solutions

(02:33) Avoiding technology-centric planning: focusing on outcomes

(03:59) Indicators that signal the need to rethink voice architecture

(04:52) How Service Cloud Voice enhances AI reliability

(05:41) Starting points for integrating AI within existing telephony stacks

(07:00) Best practices for assisting agents via AI and automation

(07:30) Transforming agent workflows with real-time transcription and guidance

(08:14) Governance considerations: transparency, accountability, and guardrails

(09:22) Final thoughts on voice technology evolution beyond contact centers

Further reading on the topic:

1. The AI Voice Paradox: Why You Cannot Build the Future on Legacy CTI
2. What a Low-Risk Transition to Salesforce Voice Looks Like
3. How Real-Time AI, Transcription, and Unified Routing Improve Agent Efficiency

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In this episode of Let's Talk Business Transformation, JohnConiglio, Senior Consultant at OSF Digital, shares an advisor’s perspective on how organizations are leveraging AI across commerce, service, and marketing, and how strong governance and executive oversight turn those investments into real revenue impact.

Key topics

• Where AI is driving measurable revenue

• Where it can quietly introduce risk

• Where human judgment remains critical

• Why governance becomes essential as AI scales

Chapters

(00:43) Introduction and AI's Impact on Sales

(01:30) AI's Role in Dynamic Pricing and Revenue Optimization

(03:05) AI in Commerce: What Can Be Automated vs. What Needs Human Judgment

(04:42) Pricing, Promotions, Bundling, and Inventory: What AI Can Handle and What It Can’t

(05:29) Measuring AI's Impact on Lifetime Value vs Cost Reduction

(07:15) - Managing customer dissatisfaction and the importance of empathy in AI chatbots

(08:37) - Early warning signs from customer feedback that indicate AI issues

(09:09) - The importance of guarding against automating high-stakes interactions like apologies

(10:58) - AI’s role in marketing: discovery of hidden opportunities vs. optimization

(12:02) - How AI expands demand through personalized recommendations

(13:03) - Preventing brand sameness when using large language models

(14:45) - The often overlooked importance of AI risk management and governance

(15:49) - Hidden risks from automation errors and bias in pricing and credit decisions

(16:45) - Critical governance questions for accountability and risk mitigation

(17:40) - The true business impact if AI were to be turned off today

(19:49) - Final thoughts on integrating AI responsibly and the importance of human oversight

Episode resources

Further reading by the guest:

·  The Grounding Truth: Why AI Is Desperately Seeking Data

·  The AI Execution Gap: Why Enterprises Are Investing in AI but Failing to Scale

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In this special episode of Let’s Talk Business Transformation, Oana Dereli, AVP of Retail and Co-Chair of OSF Women’s Network at OSF Digital, sits down with Rachel Kenney, AVP and Head of GB Commercial Sales UK&I at Salesforce, for a powerful conversation on women in tech leadership, AI, and what it takes to drive successful business transformation.

In this episode:

• Women in tech leadership and career growth

• How to lead meaningful business transformation

• Why ownership matters more than technology

• Practical approaches to AI adoption

• Creating measurable business impact

Takeaways:

• The significance of community and diversity in UK tech leadership
• Key advice for women aspiring to sales and leadership roles: don’t wait to be perfect
• Challenges faced by businesses today: fragmentation, data silos, resource constraints
• How to leverage AI effectively by starting small with high ROI projects
• Building strong, trust-based partnerships between Salesforce and OSF Digital
• Critical success factors for digital transformation: executive sponsorship and focusing on business outcomes
• Fun rapid-fire: AI evolution vs revolution and barriers to change

Chapters

(00:32) - Significance of diversity and structural change in the industry

(01:37) - Advice for women to step into sales leadership roles

(02:40) - Taking value from every role to build leadership capacity

(03:17) - Major business challenges: fragmentation, data silos, resource constraints

(04:28) - The role of data and AI in streamlining customer journeys

(05:36) - Building strong partnerships within the Salesforce ecosystem

(06:46) - Driving successful digital transformation with executive sponsorship and business outcomes focus

(07:50) - Practical steps to implement AI projects for quick impact

(08:35) - Rapid-fire quiz: evolution vs revolution in AI, barriers, and success factors

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Mobile is no longer just another channel. For many businesses, it’s the core of how customers discover, engage, and stay loyal.

In this episode of Let’s Talk Business Transformation, we sit down with Marius Ropota, DCOS Operations Director, to unpack what it really takes to build mobile experiencesthat drive results.

Key Topics

• Evolution of mobile apps from early days to AI-driven personalization
• Major trends in mobile customer interactions and expectations
• Mobile as the core of digital transformation, not just a channel
• Key capabilities for successful mobile apps: performance, intelligence, design
• Common mistakes in mobile app development and how to avoid them

Chapters

(00:34) Introduction to Mobile Interaction

(04:44) The Future of Mobile Experiences

(08:13) Mobile Apps as the Front Door to Digital Transformation

(09:33) Key Capabilities for Successful Mobile Apps

(11:00) Choosing the Right Mobile Technology

(12:48) Common Mistakes in Mobile App Development

(15:06) Success Stories in Mobile Transformation

(16:49) The Future Role of Mobile in Business

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In this episode of Let’s Talk Business Transformation, Adil El Akroud, Sales Director France at OSF Digital, explores how AI, omnichannel strategies, and data are reshaping retail, and what it takes for businesses to stay ahead.

In this conversation, we discuss:

• What digital transformation really means for retailers today

• How customer expectations and behaviors are evolving across channels

• The role of data, automation, and AI in creating better retail experiences

• Emerging technologies shaping the future of retail and what drives true customer loyalty

Takeaways

• Digital transformation in retail
• Customer behavior and expectations
• Emerging retail technologies and trends

Chapters

(01:00) Explaining Digital Transformation: Buzzword or Roller Coaster?

(02:00) Customer Habits Changing Rapidly: The Power of Convenience

(02:31) Transparency as a Baseline: The Impact of Technology on Customer Expectations

(03:08) Automating Repetitive Tasks to Enhance Customer Experience

(03:55) Where Retail Creates the Most Value: In-Store and Omnichannel

(04:33) Impactful Changes in Retail: Customer Expectations and Cloud Tech

(05:17) Building Consistent Omnichannel Experiences

(06:36) Leveraging Data for Better Retail Outcomes

(07:20) Creating Loyalty Without Overwhelm: A Unified Approach

(07:55) Can AI Strengthen Emotional Loyalty?

(08:38) Modernizing Legacy Systems: Wrapping and Evolving

(09:19) Emerging Technologies: AI Personalization, Conversational Commerce, and Data Platforms

(10:26) What Keeps Customers Loyal in a World of Endless Choice?

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In this episode of Let’s Talk Business Transformation,Jeff Garwood exploreshow organizations are moving beyond isolated AI models and early experimentstoward foundational AI platforms built for governance, scalability, and realoperational impact. 

In this episode, we discuss: 

• The difference between real-time data and truly actionable data 

• Where AI is already creating measurable impact across sales, service, and commerce 

• How organizations balance speed to value with risk and compliance 

• What it actually means to become “AI-ready” 

Takeaways

• AI is a continuous journey, not a destination.
• Organizations need to bridge the ambition gap in AI.
• Foundational data architecture is crucial for AI success.
• AI should be integrated into everyday business processes.
• Immediate AI applications can enhance operational efficiencies.
• Real-time data is essential for timely decision-making.
• Change management is key to successful AI adoption.
• Not all AI projects carry the same risk; stratify accordingly.
• Service providers play a vital role in AI evolution.
• Start your AI journey by assessing corporate readiness.

Chapters

(00:34) The Year of AI: Trends and Expectations

(02:34) Bridging Ambition and Reality in AI Implementation

(06:41) Foundational Data: The Backbone of AI Success

(10:17) Integrating AI into Business Processes

(12:29) Immediate AI Impact Across Business Functions

(15:31) The Role of Real-Time Data in AI

(17:36) Driving Change: Adoption Strategies for AI

(20:30) Balancing Speed and Risk in AI Deployment

(22:35) Understanding AI-Ready Architecture

(26:07) The Role of Service Providers in AI Evolution

(28:16) Starting Your AI Journey: Key Advice

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