The old playbook for work is obsolete. I spend my days putting a new one into practice – actively dismantling legacy processes to redesign work for an agentic era. We are reskilling at scale and evolving our entire organization to turn technological advancement into a competitive advantage. We aren’t just transforming Salesforce; we are leading our customers through this same radical evolution.
The leaders who get this right understand one thing clearly: AI isn’t just a technology challenge – it’s a workforce strategy challenge. It’s the difference between AI transformation that works and AI investment that falls flat.
The Front Door to the Agentic Enterprise: Slackbot
Redesign Work for AI — Don’t Just Add It
Capturing the AI opportunity means moving beyond static role definitions and redesigning work at a more granular level. That’s why we created the 4Rs playbook to building an agentic workforce: Redesign how work gets done, reskill people with the top 10 skills for the agentic era, redeploy talent into growth areas, and rebalance to ensure humans and AI each focus on what they do best.
This framework has helped reimagine our organization. For example, by deploying Agentforce on our help site, we resolved the majority of customer questions autonomously, allowing us to redeploy hundreds of support engineers into net-new roles like AI conversation designers and forward-deployed engineers – fast growing parts of the business.
The Leadership Imperative
AI agents will reshape every job, team, and company, but technology is the easy part. Designing smarter work means looking beyond tools and focusing on people. As demonstrated in recent research, conditions — not character — determine how people use AI. Redesigning work at the task level, building AI fluency across the workforce, and embedding AI into everyday systems are now a leader’s most important strategic responsibilities. Technology may accelerate the shift, but people determine whether transformation actually happens.
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Nathalie Scardino President & Chief People Officer
Nathalie Scardino is President & Chief People Officer at Salesforce, where she leads the Global Employee Success organization. She harnesses AI to elevate employee engagement, drive workforce planning, and sustain Salesforce’s award-winning, values-led culture. With over a decade at the company, Nathalie has championed the adoption of AI agents in the workplace and launched reskilling initiatives like Career Connect to prepare employees for the future of digital labor. Previously, she served as Salesforce's head of recruiting, onboarding, and employee learning.
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