Mukesh Kumar, Regional VP of Alliances and Channels at Salesforce Middle East, highlights that at GITEX 2025, Salesforce will showcase AI innovations, including Agentforce, Data Cloud, and Hyperforce, empowering enterprises and governments with intelligent automation, cloud transformation, and partner-driven digital innovation across the Middle East.
What breakthrough technologies or solutions are you unveiling at GITEX 2025, and how do they address the evolving needs of businesses and consumers in the region?
Salesforce is set to showcase its newest agentic AI solutions at GITEX Global. The company will highlight how organisations can harness intelligent automation and digital labour to drive competitive advantage and transform their operations. Salesforce will highlight the power of solutions including Agentforce, Data Cloud, and Hyperforce to tap AI and cloud to deliver enhanced customer service and game-changing efficiency. Salesforce’s solutions are already driving innovation across key sectors including government, retail, and ecommerce.
How are you leveraging GITEX 2025 to strengthen relationships with vendors, distributors, resellers, or system integrators in the region?
Salesforce will host meetings, talks and live sessions to showcase the transformative impact of our solutions. GITEX Global presents the perfect opportunity to meet with customers, partners, and new prospects from all sectors and geographies under one roof, making it a compelling exhibition. Having a strong presence at the show reminds customers and partners of our major investments in the region and gives us the chance to update visitors on how our solutions can enable them to transform with AI, digital labour and cloud.
With trends like AI, cloud, and cybersecurity reshaping IT spending, how do you see the role of channel partners evolving, and what support will you provide to ensure their long-term growth?
AI and other advanced technologies are fundamentally transforming how our partners operate and deliver value. We are supporting our partners to adapt and tap the potential of AI through extensive training and certification programmes.
When we launched the Agentforce Specialist Certifications last financial year, we started with zero certified specialists in the Middle East. Thanks to overwhelming support from the channel community, we closed the year with 194 certifications.
This strong uptake reflects our partners’ commitment to upskilling and staying ahead in a fast-evolving landscape. They understand that to remain competitive and deliver cutting-edge solutions, they must master the latest Salesforce innovations.
Salesforce has made significant investments in AI-powered platforms like Agentforce and Data Cloud. How are these innovations being adopted by enterprises and governments in the region to accelerate transformation?
With Agentforce, organisations can build and deploy autonomous agents for various functions including sales, service, and marketing. These AI agents go beyond traditional chatbots by handling more complex, multi-step tasks, and can operate 24/7. Agentforce allows organisations in the region to automate routine and repetitive tasks while improving customer engagement, freeing up human employees to focus on more strategic and high-value work.
How does Salesforce’s channel program empower regional partners to deliver scalable, industry-specific solutions across sectors such as public services, retail, and manufacturing?
Across the Middle East, Salesforce has more than 250 partners who are an essential part of the company’s go-to-market strategy. The investment made by Salesforce in the Middle East region has resulted in a strong collaboration with partners who jointly address the needs of their customers who have put Salesforce at the epicentre of their organisational transformation strategy.
Partners are a community of Agentblazers who use Salesforce’s solutions to transform organisations across multiple industries to drive a more customer-centric and efficient process. This is not only about successful implementation of customer projects, but also what our regional customers require with respect to product-specific specialist skills and industry knowledge.
To ensure the partner ecosystem has the necessary product and industry knowledge, I am closely aligned to leading regional up-skilling programs that help with achieving Salesforce certifications. These programs are designed for anyone interested, from universities all the way to established delivery practices.
Can you share examples of how your channel partners are helping Middle Eastern organizations implement Salesforce technologies to improve citizen services, customer engagement, or operational efficiency?
Our partners are deploying a range of powerful CRM and AI-based solutions for customers across most sectors in the region. These solutions are helping organisations by providing a unified, cloud-based platform that centralises customer data, automates business processes, and enables teams to collaborate more effectively across sales, service, marketing, and commerce. Meanwhile, by implementing Agentforce for customers, partners are helping organisations improve customer service while raising efficiency and freeing up human resources for more complex, creative tasks.
With the rise of AI-driven automation, how is Salesforce supporting partners and clients in building responsible, human-centric digital experiences across the region?
Salesforce is committed to developing accurate and ethical AI and the company’s Office of Ethical & Humane Use guides the responsible development and deployment of AI, both internally in our products and externally with our customers. Salesforce employs best practices to ensure our products, features, models, and apps are trustworthy, avoid biases and discriminatory outcomes, and prioritise transparency.
Looking ahead, how do you see Salesforce’s ecosystem—including partners, platforms, and AI agents—reshaping the future of digital government and enterprise innovation in the Middle East?
Salesforce’s ecosystem is a powerful engine for innovation in the Middle East. Through our localised investments, including Hyperforce, our platform architecture built on AWS, we’re providing a secure, in-country foundation for data residency and compliance. This enables our partners and AI agents to help government and enterprise clients break down data silos, automate routine tasks, and deliver more personalised and efficient services. By leveraging our vast network of partners, industry-specific solutions, and the Trailblazer Community for skill development, we are collectively accelerating the region’s digital transformation and fostering a new era of human-centric innovation.