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Salesforce. Shaping buyer engagement around Agentic AI

Emily Heath-Gray

As a leader in enterprise tech, Salesforce set out to understand how AI hype was reshaping C-suite buying behaviour and how to cut through the noise, the snake oil, and the signals to reveal what decision-makers really want.

The challenge:

Across the tech category, AI had entered a new phase. Hype was high, trust and adoption was low, and buyers were increasingly wary. C‑suite decision-makers weren’t short on information. They were short on clarity. Over-sold by vendors, under-served by content, and bombarded with claims that often blurred the line between capability and theatre.

What stood in the way of progress wasn’t belief in AI’s potential, it was uncertainty around practicalities: data, team readiness, managing risk and ROI. 

 

The breakthrough:

To cut through the noise, we designed a bespoke, multi-modal research methodology, built specifically to decode the real blockers to AI adoption for a highly niche, hard-to-reach audience: senior tech decision-makers across the C-suite.

The approach was structured in three layers:

  1. A CulturalScan of 40+ high-signal sources – from editorial and branded content, to investor briefings, analyst commentary and event transcripts, to map emerging tensions, blind spots and white space in the conversation 
  2. A quantitative pulse study with 100 senior decision-makers — used not to validate assumptions, but to prioritise the issues that mattered most across industries and roles 
  3. A set of qualitative deep-dive forums with CIOs, CMOs, CTOs and Heads of Commerce — exploring lived experience, organisational readiness, and the personal barriers to AI transformation 

This blend of methods allowed us to move from signal to substance. Surfacing what matters, ranking what’s urgent, and grounding it all in real human experience.

The impact: 

  • The insights didn’t sit in a deck, they shaped direction. We used the findings to define a clear set of Jobs to Be Done for each buyer type, turning broad themes into actionable briefs for content, campaigns and C-suite engagement. This became a focal point of Salesforce’s 2026 buyer engagement strategy , not just what to say, but who to say it to, and how.
  • The work also helped shape the narrative arc for Dreamforce 2025, Salesforce’s flagship global event. Ensuring their Agentic AI content spoke directly to the real concerns, language and priorities of their most valuable decision-makers.

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Emily Heath-Gray

→ Emily Gray brings extensive knowledge from her combined agency, client, and startup background, having worked with brands such as Diageo, Bank of New York, Vanguard, ANZ, SchweppesAsahi and O2. She specialises in connecting creativity and commercial outcomes and is a trusted advisor to both CMOs and CXOs alike.

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Read Emily