- AI-driven automation via Salesforce's Agentforce is transforming the U.K. business landscape, as highlighted in a new report by Information Services Group (ISG) (III, Financial).
- The report evaluates 52 providers and underscores the significance of adopting an agent-first model for competitive advantage.
- Accenture, Cognizant, Infosys, TCS, and Wipro emerge as leaders in ISG's 2025 Salesforce Ecosystem Partners report.
AI-driven automation, particularly through Salesforce’s Agentforce, is beginning to restructure the operational frameworks of businesses in the U.K., according to a new report by Information Services Group (Nasdaq: III). The report outlines how Salesforce's shift to an agent-first operational model is transforming business processes and highlights the potential for societal impacts due to the deployment of autonomous AI agents across its Customer 360 platform.
The 2025 ISG Provider Lens™ Salesforce Ecosystem Partners report evaluates 52 providers across six quadrants, emphasizing the importance of embracing this technological shift. Accenture, Cognizant, Infosys, TCS, and Wipro have been identified as leaders in four quadrants each, demonstrating their prowess in the evolving Salesforce ecosystem. In addition, Capgemini, Credera, Deloitte, and IBM are recognized as leaders in three quadrants, showcasing their strategic positioning in the market.
ISG's analysis suggests that the successful implementation of autonomous agents will necessitate robust enterprise governance frameworks and comprehensive risk management protocols. As early adopters of managed agent services, businesses could secure considerable competitive advantages, primarily through enhanced customer service capabilities. The report indicates that as AI agents become widespread, consumers are likely to expect instantaneous service from businesses, setting new standards for customer interaction.
HCLTech stands out as the global ISG CX Star Performer for 2025 within the Salesforce ecosystem, achieving the highest satisfaction scores in ISG’s Voice of the Customer survey. This recognition reflects the growing importance of customer experience in the AI-powered business landscape.
ISG continues to provide in-depth market analysis through its Provider Lens™ research series, assisting enterprises in selecting appropriate sourcing partners and enabling them to harness AI-driven technologies for operational excellence and growth. Subscribers can access the comprehensive report on ISG's webpage.
