Nov 8, 2025
Psychology evolved from the unseen forces of the unconscious to the humanistic focus on growth, purpose, and potential.
Today, AI presents a similar challenge: how do we design systems that are transparent, ethical, and human-centered—rather than mysterious “black boxes”?
As designers and strategists, we have a critical role in shaping this evolution. Our task is not just to build smarter systems—but more aware ones.
My recent case study, “The Agentic Enterprise: Connecting Frontstage & Backstage with Agentforce 360,” explores how service blueprinting can connect human experience with AI-driven processes to create adaptive, trusted organizations.
Here are three companies leading this evolution:
Siemens AG
Siemens and Salesforce launched Teamcenter SLM on AppExchange, linking product lifecycle management with customer service.
✅ What they do well: They connect engineering data, field service, and customer insights to form a closed loop between product and service.
⚠️ Where to improve: The “agentic” layer—systems that anticipate and act on customer needs—could be made more transparent and visible to users.
🔗 Siemens Teamcenter SLM
GE Healthcare
GE Healthcare manages 400K+ medical assets globally with Salesforce, reducing inventory by 23%.
✅ What they do well: They integrate customer interactions with asset management and inventory systems, driving efficiency and service quality.
⚠️ Where to improve: Their systems could evolve from reactive management to proactive “AI agents” that schedule maintenance and predict failures.
🔗 GE Healthcare x Salesforce
Rockwell Automation
Rockwell connects IT and OT across factories, improving throughput and predictive maintenance.
✅ What they do well: Strong integration of operational data, IoT, and analytics enables real-time insights and agile scaling across plants.
⚠️ Where to improve: Customer-facing touchpoints could better reflect this intelligence, creating a more unified frontstage–backstage experience.
🔗 Rockwell Connected Enterprise
Three Principles for Designing Agentic Enterprises
Close the Loop – Align frontstage and backstage operations to share data, context, and insights.
Embed Proactivity – Design systems that act before customers ask, through predictive triggers and AI agents.
Build Trust & Transparency – Humanize automation. Make AI actions visible, explainable, and aligned with customer values.
The next evolution of AI isn’t about replacing humans—it’s about designing systems that amplify human awareness, adaptability, and trust.
References
Psychology, Human-Centered Design & Transparency
Norman, D. (2023). “Design, Ethics, and the Future of Human–AI Interaction.” Nielsen Norman Group. https://www.nngroup.com/articles
World Economic Forum. “Human-Centered Artificial Intelligence: Principles and Frameworks.” https://www.weforum.org
Agentic AI & Proactive Systems
3. Russell, S. & Norvig, P. (2020). Artificial Intelligence: A Modern Approach (4th ed.). Pearson.
4. OpenAI. “Agents, Autonomy, and Responsible AI.” https://openai.com
Case Study Context: Service Blueprinting & System Design
5. Kalbach, J. (2020). The Jobs To Be Done Playbook. (Referenced for service-centered strategic alignment.)
6. Bitner, M. J., Ostrom, A. L., & Morgan, F. N. (2008). “Service Blueprinting: A Practical Technique for Service Innovation.” California Management Review.
Company References Cited in the Blog
7. Siemens AG & Salesforce. “Siemens Launches Teamcenter SLM on Salesforce AppExchange.” https://www.salesforce.com
8. GE Healthcare & Salesforce. “GE Healthcare Uses Salesforce to Manage Global Medical Assets.” https://www.salesforce.com
9. Rockwell Automation. “The Connected Enterprise: Integrating IT and OT for Scalable Industrial Transformation.” https://www.rockwellautomation.com