By our Chief People Officer María Malter Terrada

Agentforce invites us to reflect on something that goes beyond technology: the key role that soft skills play in an environment where personalization and user experience take center stage.

Salesforce latest major release represents a revolution in personalization and process automation. Powered by autonomous artificial intelligence (AI) agents, this solution independently manages tasks, optimizing key areas like sales, customer service, and marketing. It’s a shift that redefines how we work and deliver value—not just for our clients but for end users as well.

But this is where something no tool can replace comes into play: the human touch.

Balance between Technology and Humanity

At CloudGaia, we see it every day. Successful projects not only require technical experts who can configure and optimize platforms; they also need professionals who know how to listen, empathize, and translate end-user needs into real and effective solutions.

Personalization isn’t just about algorithms. It’s about deeply understanding what each user seeks and how they want to feel while using the solution. This is where soft skills become a key differentiator in building personalized experiences that truly add value.

Technology with Purpose, Driven by People

In an ecosystem like Salesforce’s, where technology evolves rapidly, these competencies have a direct impact:

  • Building trust-based relationships with clients, founded on collaboration and mutual understanding.
  • Understanding the end user: effective personalization is not just an algorithm; it’s a human interpretation that connects data with real experiences.
  • Adapting to change: in a dynamic environment like Salesforce, the ability to learn and evolve is just as important as technical knowledge.
  • Leading with purpose: technology can guide processes, but people give it meaning and direction.
  • Fostering diverse and collaborative teams, capable of transforming ideas into tangible results.

Agentforce reminds us that digital transformation is not just a technical challenge; it’s also a human one. Driving successful projects requires both cutting-edge technology and professionals prepared to connect authentically with users.

I am convinced that Human Resources has an interesting role to play in accompanying and enhancing these skills. At CloudGaia, we foster a culture of constant advancement and innovation, where our teams are encouraged to push boundaries, experiment with new approaches and adopt cutting-edge technologies. This mindset allows us to create transformative solutions while remaining agile and responsive to the unique needs of our customers and their users.

Technology, like Agentforce, provides us with powerful tools, but its true value lies in how it helps us become more human: more empathetic, more creative, and more attuned to the needs of those around us.

At CloudGaia, we believe that the balance between technological innovation and human purpose not only transforms organizations but also enriches the way we live and work. Because, in the end, technology is just the means; we will always be the ultimate goal.