Our team at CarltonOne is back from an energizing few days in Chicago, attending the Salesforce CNX event, or ‘Connections’ as it’s widely known. Indeed, many connections were made! More than 13,000 people attended, and they were not disappointed. The event presented the latest innovations in AI for marketers, commerce leaders, and technology professionals. With perfect early summer weather in Chicago, the rooftop meetups and boat tours effectively showcased the best of what the ‘City of Big Shoulders’ has to offer.
Agents are activated. Customers are captivated.
The central theme of the conference was the rise of agentic marketing and commerce. Of course, everyone is talking about AI these days, and Salesforce has fully embraced it, weaving it into every product innovation. Agentic AI took center stage, with new platform features designed to help marketers build more intelligent, personalized engagement and commerce experiences.
One of the show floor’s main attractions was an interactive area where attendees could sit down and program their own agentic workflows on the platform in just a few minutes. It was a great way to turn the hype into reality and show real-world applications. The takeaway? Marketers and commerce professionals must be willing to test new tools and create genuine engagement that drives loyalty and fosters brand preference.
Loyalty innovation is front and center.
Salesforce CNX also highlighted the growing momentum behind Salesforce Loyalty Management, a powerful application within the new Marketing Cloud Next platform that integrates seamlessly with Commerce Cloud. It’s clear that loyalty has become a key pillar in Salesforce’s strategy, and a space where CarltonOne leverages our 35 years in the business.
At CarltonOne, we partner with the agencies, integrators, and consulting firms that implement Salesforce Loyalty Management for their clients. We assist in program design, member engagement and promotions. These customers gain access to our CarltonOne loyalty and incentives inventory of millions of rewards, local delivery in hundreds of countries, and 24/7 global support from our expert client success team.
Fan fever hit the floor.
A standout example of agentic marketing in action came from the Salesforce Marketing Cloud team, many of whom are based in Indianapolis. This is home of the WNBA’s Indiana Fever and their new rookie star, Caitlin Clark. Salesforce sponsors the team and used the event to highlight how they’re using fan engagement to build loyalty.
Attendees lined up to shoot hoops and get a feel for what it’s like to be a pro athlete. Sports marketing remains a prime example of how emotional connections and data-driven experiences can transform customers into lifelong fans. The challenge is figuring out how to bring those same principles into our own brands and loyalty strategies.
Be an authentic influencer—by being yourself.
One of the most memorable presentations came from Bozoma Saint John, named by Forbes as one of the most influential Chief Marketing Officers. She’s held top roles at Apple Music, Pepsi, Uber, and Netflix—but it was her personal story that resonated most.
After losing her husband to cancer, Bozoma initially kept her grief to herself. But when she moved into a new role, she opened up—and was overwhelmed by the support she received from her team. That moment of authenticity became a turning point in her career. The lesson? Be real. People respond to honesty, even in a world increasingly driven by AI and automation.
Robots brought it home.
Robots of all shapes and sizes rolled, walked, and even played chess with attendees across the show floor. They entertained, directed traffic, and demonstrated how automation can enhance real-world experiences. Sure, tech lovers enjoyed the spectacle—but the broader message was clear: AI is here, and it’s becoming part of everyday life.
As businesses, we must explore how these tools can help us work smarter, connect more deeply, and prepare for what’s coming next.
Loyalty is the new currency of marketing.
The big takeaway from CNX? Technology, marketing, and commerce are converging in new ways to create stronger loyalty than ever before. Agentic interactions—powered by AI—can amplify human connection and engagement at scale.
Marketing success will increasingly be measured not by impressions or clicks, but by the communities we build: passionate fans who advocate, share, and grow with us. Loyalty, emotion, and purpose are becoming the new performance metrics.
At CarltonOne, we believe in building those kinds of experiences. Our technology helps companies deliver smarter, faster, and more meaningful incentives—and events like Salesforce CNX reaffirm the importance of that mission. The time to explore, experiment, and engage with agentic AI is now.
