Salesforce: Signs Definitive Agreement to Acquire Listen Labs

Salesforce, the #1 AI CRM, today announced it has signed a definitive agreement to acquire Listen Labs, an AI-powered customer research and human simulation platform. Listen Labs's AI agents design studies, conduct in-depth research, and synthesize insights, automating the lifecycle of connecting with customers and analyzing their feedback. Listen Labs streamlines this process from months to days, helping turn qualitative feedback into actionable insights for decision-makers and context for agents at scale.

The acquisition will expand Salesforce's customer and user understanding capabilities, complementing Marketing Cloud, Service Cloud, and our broader AI portfolio. With Listen Labs, Salesforce will empower companies worldwide to move beyond static surveys and traditional market research to understand - and even simulate - what customers will do and why, then turn those insights into action.

"Listen Labs has reimagined customer experience, market research, and customer simulation with AI agents that can conduct meaningful research and uncover context behind customer and user feedback," said Aman Naimat, President of AI Labs, Salesforce. "We look forward to expanding access to these agentic capabilities through Salesforce, helping more companies and governments make faster, better-informed decisions that deliver exceptional customer experiences."

"Companies have always wanted to hear from every customer, but until now it was only possible to talk to a handful," said Alfred Wahlforss, CEO and Co-Founder of Listen Labs. "With AI, a company can now have thousands of real conversations at once and even simulate how customers will respond before making a move. Together with Salesforce, we'll put that understanding at the heart of every decision."

Listen Labs helps companies move from research questions to customer insights in days instead of months. Its AI agents autonomously design studies, intelligently recruit participants, conduct in-depth research, and synthesize the findings in a single platform. Agents can draw from a global network of more than 50 million participants and run interviews around the clock in more than 120 languages, gathering perspectives from more people and markets in less time.

Decision-makers can also explore how customers might respond to a new product, marketing message, or idea before bringing it to market. Listen Labs's digital twins, AI simulations grounded in real customer behavior, generate simulated responses that help teams and agents compare approaches and refine their plans before further customer or user testing.

The transaction is expected to close in the fourth quarter of Salesforce's fiscal year 2027, subject to satisfaction of customary closing conditions, including the receipt of required regulatory clearance.