AI Agents, Data Quality and the Next Era of Software Fit | Tinder on Customers

Bonnie Tinder is the founder and CEO of Raven Intelligence, an
independent B2B peer review site that amplifies the voice of the
customer. She focuses on software customers, consulting partners,
and software vendors and helps identify the best partners for
their needs. In this episode, Bonnie shares insights from a
recent Salesforce event, exploring how AI agents, data clouds,
and robotics are reshaping customer experience, software
implementation, and enterprise transformation.


Episode 52 | AI Agents in Action


The Big Themes:


Campaigns Are Out, Conversations Are In:
Marketing is undergoing a radical transformation. Gone are the
days of mass email blasts and no-reply addresses. Instead, AI is
ushering in a new era of real-time, personalized engagement.
Salesforce is leaning into this shift with tools that replace
one-way campaigns with dynamic conversations. AI agents now
tailor interactions based on behavior, preferences, and real-time
context, fostering true customer intimacy at scale.


Unified Data Is the Bedrock of Smart AI: No AI
strategy can succeed without clean, connected data. Salesforce’s
Data Cloud addresses what SAP calls the “swivel chair problem” —
when teams toggle between disconnected systems to piece together
a customer story. AI agents can’t operate effectively if data is
fragmented or siloed. That’s why Salesforce is investing in tools
that unify sales, marketing, support, and financial data, giving
AI a full-picture view of the customer journey.


AI Agents Are Already Delivering Real Results:
AI isn’t theoretical anymore — it’s working in the wild. Bonnie
pointed out two standout cases: University of Chicago Medicine
and Ford Pro. In healthcare, Agentforce transformed an outdated,
frustrating appointment system into a streamlined digital
process, improving both efficiency and patient experience. At
Ford, AI agents guide customers to ideal vehicle matches with
minimal input, keeping users on-site and increasing conversion.


The Big Quote: “I think that buyers are looking more at the
execution and fit of software, as opposed to the software brand
itself. And I would say that that is a shift in the last year or
so, especially now with the advent of AI and just the rapid pace
that everything is moving so, less on brand, more about how are
you going to offer me the complete solution and break down silos
of data?”


 


More from Bonnie Tinder:


Connect with Bonnie on LinkedIn or send a message via
her Acceleration Economy Analyst page.


Visit Cloud Wars for more.