Organizations deploy AI agents, integrated data platforms for measurable customer experience and business benefits, ISG Provider Lens^® report says

Enterprises in Brazil are accelerating adoption of advanced Salesforce capabilities to improve business performance and operational outcomes, according to a new research report published today by Information Services Group (ISG) (Nasdaq: III), a global AI-centered technology research and advisory firm.

The 2026 ISG Provider Lens^® Salesforce Ecosystem Partners report for Brazil finds that organizations are increasing use of AI-powered tools and integrated data environments to enhance decision-making and scale operational efficiency. Companies in Brazil are shifting from basic platform utilization toward performance-focused strategies that emphasize measurable business results and continuous improvement across customer-facing and internal processes.

"Brazilian enterprises are redefining the role of CRM from a system of record into a system of action," said Bill Huber, ISG partner, Digital Platforms and Solutions. "The real shift is not adoption of AI itself, but the ability to connect data, automation and decision-making in ways that consistently influence revenue, customer outcomes and operational precision."

Enterprises in Brazil are expanding the use of Salesforce's Agentforce platform to deploy autonomous agents across sales, customer service and data analysis functions. These agents interpret behavioral data and sales history to inform real-time decisions. This changes Salesforce from a relationship management system to a business intelligence platform, enabling organizations to standardize execution across channels while improving speed and consistency in customer-facing activities.

Organizations are also strengthening their use of Salesforce Data Cloud to unify customer, transactional and interaction data across Salesforce environments. By integrating structured and unstructured data, companies are enabling more precise segmentation, personalized engagement and tracking of customer behavior. This foundation supports AI models that rely on high-quality data inputs, allowing enterprises to move from fragmented views to a more complete and actionable understanding of customer activity across product and service lifecycles.

Midmarket enterprises in Brazil are accelerating adoption through build-and-run models, where partners implement and then operate Salesforce environments on an ongoing basis. This approach allows for more user-friendly updates, better support and functional improvements at a more predictable cost, with less reliance on large internal teams. Midsize firms are also adopting functional accelerators, industry templates and pre-configured packages, which enable midsized firms to launch digital operations in just a few months.

"Midscale providers are the fastest-growing segment of the Salesforce ecosystem in Brazil, reflecting the market's demand for speed, flexibility and strong cost discipline," said Sidney Nobre, lead author of the report. "By partnering with providers for fast implementation, managed operations and AI adoption, midsize companies can build operational models like those of large enterprises, but leaner."

The report also explores other trends affecting Salesforce adoption in Brazil, including the increasing use of low-code development to accelerate digital initiatives and the growing value of the Salesforce user community for sharing insights from pilot projects and success stories.

For more insights into the challenges faced by enterprises in Brazil using Salesforce, along with ISG's advice for overcoming them, see the ISG Provider Lens Focal Points briefing here.

The report for Brazil evaluates 45 providers across four quadrants: Professional Services, Value Realization and Optimization Services, Innovation on Salesforce/Agentforce and Midscale Salesforce Partners.

The report names Accenture, BRQ, Deloitte, Everymind and OSF Digital as Leaders in three quadrants each and Globant and Valtech as Leaders in two quadrants each. It names atile.digital, Cadastra, GFT, Infosys, iSmartBlue, JFOX, LEOO, Sottelli and SYS4B as Leaders in one quadrant each.

In addition, Brivia, Capgemini, GFT, HCLTech, Infosys and match.mt are recognized as Rising Stars — companies with a "promising portfolio" and "high future potential" by ISG's definition — in one quadrant each.

In the area of customer experience, Hexaware is named the global ISG CX Star Performer for 2026 among Salesforce ecosystem providers. Hexaware earned the highest customer satisfaction scores in ISG's Voice of the Customer survey, which is part of the ISG Star of Excellence™ program, the premier quality recognition for the technology and business services industry.

The 2026 ISG Provider Lens Salesforce Ecosystem Partners report for Brazil is available to subscribers or for one-time purchase on this webpage.

About ISG

ISG (Nasdaq: III) is a global AI-centered technology research and advisory firm. A trusted partner to more than 900 clients, including 75 of the world's top 100 enterprises, ISG is a long-time leader in technology and business services that is now at the forefront of leveraging AI to help organizations achieve operational excellence and faster growth. The firm, founded in 2006, is known for its proprietary market data and research, in-depth knowledge and governance of provider ecosystems, and the expertise of its 1,500 professionals worldwide working together to help clients maximize the value of their technology investments.

View source version on businesswire.com: https://www.businesswire.com/news/home/20260610297301/en/

Press:

Laura Hupprich, ISG

+1 203-517-3132

laura.hupprich@isg-one.com

Thábata Mondoni, Mondoni Press for ISG

Mobile: +55 11 98671 5652

thabata@mondonipress.com.br

Brazilian Enterprises Supercharge Salesforce with AI