Daniel Gorld — Consulting Director, B2B CX & Process Consulting
Daniel Gorld is a B2B CX and process consultant and Consulting Director at cbs CX (The cbs Group Salesforce Consultancy) with over 20 years of experience in industrial B2B. He focuses on composable CX, AI agents, and improving customer processes beyond traditional CRM, prioritizing business outcomes over technology.
I have spent more than 20 years in B2B CRM and process consulting. Today I work as Consulting Director at cbs CX, where I advise industrial companies — with a focus on discrete manufacturing in the DACH region — on how customer processes, data and technology fit together.
My work starts where CRM implementations usually stop: with the operating model. Which processes deserve automation, which decisions need people, and what has to be true in the data before an AI agent can be trusted to act. I care less about tooling debates than about the question of whether a process holds up in the field, across sales, service and the plant floor.
CX-Waves
CX-Waves is where I collect my notes on what comes after CRM — composable CX, AI agents, and the honest question of where autonomous agents improve customer processes and where they don't.
My starting point is never the platform. It's the business process and the system landscape around it, ERP included. Process first, then the platform, then the AI. Less technology for its own sake, more measurable outcomes.
I work across Marketing, Sales, Service, Commerce, CPQ and the Salesforce–SAP integration that connects them — for manufacturing and machinery companies across DACH.
Contact
Reach Daniel via LinkedIn or through cbs CX (The cbs Group Salesforce Consultancy).
Was ich hier veröffentliche
Notes, field observations and working models from client projects — organised along four recurring themes. Each theme collects the articles that belong to it:
- AI & Agents — The architecture, building blocks, and scaling challenges of autonomous agents and multi-agent systems in business.
- Enterprise Platform Strategy — Strategic shifts in platform architectures, API policies, and vendor ecosystems like Salesforce and SAP.
- Process & Data — The interplay between defined business processes and data quality as a foundation for intelligent automation and CRM evolution.
- Vibe Coding — AI-driven development where natural language and intent drive application creation, shifting value from code to process knowledge.
Kontakt
The fastest way to reach me is LinkedIn — for questions on CRM architecture, process design or AI agents in industrial enterprises.
Neueste Artikel
Claudeforce: First Standard AI Product
Claudeforce, a collaboration between Salesforce and Anthropic, is the first standard AI product built on the Headless 360 architecture. It demonstrates a shift where the user interface becomes a commodity generated at runtime, highlighting the strategic importance of the underlying process model within the core platform.
Process Control vs. AI Workflow
Enterprise AI success hinges on a key distinction: AI orchestrators manage internal AI workflows (model calls, RAG), while business systems like Salesforce control the business process (stages, approvals, audits). Blurring these layers creates short-term solutions that fail to scale and meet long-term compliance and architectural needs.
The Three Zones of AI Agent Maturity
This article defines three maturity zones for B2B AI agents to guide investment decisions. Zone 1 (enrichment) is valuable now, Zone 2 (routine automation) is often inefficient, and Zone 3 (strategic analysis) holds the most future potential but requires quality data signals.