Salesforce Warns AI Is Reshaping Work — Linda Saunders Tells Africa What's Next

June 17, 2026 6 min read

Salesforce's senior vice president Linda Saunders has told ITWeb TV that artificial intelligence has fundamentally altered how work gets done across Africa, urging businesses and governments to act quickly or risk falling behind competitors globally. The comments, delivered during a television interview, signal growing concern among major technology firms that the continent faces a critical juncture in adopting AI-driven tools. Saunders pointed to sweeping changes in customer service, sales operations, and internal workflows as evidence that the transformation is already underway.

Work Practices Undergoing Seismic Shift

Saunders told viewers that AI is not a future consideration for African businesses—it is a present reality reshaping daily operations. She cited how companies across the continent are deploying AI to handle routine customer inquiries, process transactions, and analyse data patterns that previously required large teams of analysts. The shift means many traditional job roles are evolving, with new skills becoming essential overnight. Workers who once performed repetitive tasks manually are now being asked to supervise AI systems, interpret outputs, and handle more complex exceptions that machines cannot resolve independently.

The Salesforce executive noted that this transformation differs from previous technology waves because it is happening faster and affecting a broader range of industries simultaneously. From financial services in Nairobi to retail operations in Lagos, the effects are visible in how companies structure their teams and allocate resources. Saunders said organisations that embrace AI tools now are discovering they can serve more customers with smaller workforces, though she emphasised this does not automatically mean job losses if companies invest properly in retraining.

Africa's Unique Position in the AI Transition

The Salesforce official acknowledged that Africa presents distinct opportunities and challenges in this AI-driven work order. Unlike mature markets where legacy systems create friction, many African businesses can adopt AI tools without the burden of dismantling older infrastructure. This clean slate approach offers a potential advantage, particularly in sectors such as mobile banking and telecommunications where digital adoption already runs deep. Saunders suggested that companies across Nigeria, Kenya, and South Africa are well-positioned to lead AI implementation if they move decisively.

At the same time, she flagged that gaps in digital infrastructure and connectivity in certain regions could slow progress for some businesses and workers. Electricity reliability, internet access in rural areas, and basic digital literacy remain hurdles that governments and private sector players must address in parallel with AI adoption. Saunders called for coordinated investment to ensure the benefits of AI do not concentrate only in major urban centres, warning that uneven rollout could deepen existing economic disparities across the continent.

Skills Gap Remains a Central Obstacle

Perhaps the most pressing issue Saunders raised was the widening skills gap threatening to undermine Africa's participation in the AI economy. She warned that without urgent action to equip workers with AI-relevant capabilities, companies may struggle to implement tools effectively regardless of their willingness to invest. The demand for skills such as data interpretation, prompt engineering, and AI system management already outstrips supply in several key markets. Universities and training providers have moved slowly to develop curricula that address these needs, creating a bottleneck that risks leaving large portions of the workforce unprepared.

Saunders encouraged businesses to take responsibility for upskilling their existing employees rather than waiting for external training programmes to catch up. She pointed to Salesforce's own initiatives aimed at building AI fluency through partnerships with educational institutions and online learning platforms. These efforts, she said, represent a starting point but cannot substitute for broader systemic change in how African economies prepare their people for a workplace increasingly shaped by intelligent machines.

Implications for Nigerian Businesses

For Nigerian companies, Saunders' remarks carry particular weight given the country's position as sub-Saharan Africa's largest economy and a significant technology hub. The financial services sector in Lagos has already embraced AI for fraud detection and customer interactions, while fintech startups continue to attract investment by leveraging intelligent automation to scale operations rapidly. However, smaller enterprises across Nigeria's informal and formal sectors have been slower to integrate AI tools, often citing cost and a lack of technical expertise as primary barriers.

The consequences of inaction could prove significant for Nigerian businesses competing for regional and international contracts. Saunders argued that clients and partners increasingly expect digital-first service delivery, meaning companies without AI capabilities may find themselves excluded from supply chains and partnership opportunities. Lagos-based firms in particular face pressure to demonstrate AI readiness as multinational clients conduct due diligence on technology adoption among their vendors and collaborators.

Government Response and Policy Landscape

While Saunders did not single out specific government policies, she hinted that regulatory frameworks will play a decisive role in determining how successfully Africa navigates the AI transition. Clarity on data governance, intellectual property rights for AI-generated content, and labour protections for workers displaced by automation all require thoughtful policy responses. Several African governments have begun drafting national AI strategies, but the pace of legislative development varies considerably from country to country.

Nigeria's federal authorities have signalled interest in positioning the country as an African leader in technology innovation, though concrete policy outcomes remain limited. Industry observers suggest that without clearer government guidance, businesses may hesitate to make long-term AI investments due to uncertainty about regulatory requirements. Saunders stopped short of endorsing specific policy approaches but stressed that dialogue between technology providers, governments, and civil society will be essential to shape outcomes that benefit workers and businesses alike.

What Comes Next for African Workers

The broader workforce implications of AI adoption extend far beyond individual companies and sectors. Economists and labour market analysts have begun modelling how automation could affect employment rates across Africa over the next decade. Some projections suggest that while certain roles will disappear, new categories of jobs will emerge that do not exist today, much as the internet created entirely new professions in previous generations. The key uncertainty remains whether the pace of job creation will match the speed at which existing roles become obsolete.

For workers currently entering the job market, the message from Saunders and other technology leaders is unambiguous: AI fluency is becoming a fundamental requirement rather than a supplementary skill. Young professionals who develop expertise in managing, interpreting, and improving AI systems will find themselves well-positioned regardless of which industry they enter. Those who fail to acquire such skills may face increasing difficulty finding stable employment as organisations continue to restructure their operations around intelligent automation.

Industry watchers expect AI adoption across Africa to accelerate through the remainder of 2025 and into 2026, with major technology providers likely to announce expanded programmes targeting African markets. Companies that fail to act risk finding themselves at a competitive disadvantage as early adopters capture market share and establish relationships with global partners. For African businesses and workers, the window to prepare for this new work order is narrowing rapidly.