Salesforce Expands Partnership with Saks Fifth Avenue
Salesforce (NYSE: CRM) has expanded its partnership with luxury retailer Saks Fifth Avenue to enhance the customer experience across Saks.com and physical stores. The collaboration leverages Salesforce's Customer 360 apps, Data Cloud, and Agentforce to create personalized and connected shopping experiences. Saks aims to match its high-quality in-store experience with online shopping using AI-powered technologies.
Key implementations include:
- Commerce Cloud for seamless fulfillment and inventory management
- Data Cloud for unified customer profiles
- Agentforce for AI-driven customer support
- Slack for enhanced employee collaboration
This partnership aims to revolutionize luxury retail by meeting evolving consumer demands and fostering deeper customer relationships.
Salesforce (NYSE: CRM) ha ampliato la sua partnership con il rivenditore di lusso Saks Fifth Avenue per migliorare l'esperienza del cliente su Saks.com e nei negozi fisici. La collaborazione sfrutta le applicazioni Customer 360 di Salesforce, il Data Cloud e Agentforce per creare esperienze di shopping personalizzate e connesse. Saks si propone di abbinare l'alta qualità dell'esperienza in negozio con lo shopping online utilizzando tecnologie basate sull'IA.
Le principali implementazioni includono:
- Commerce Cloud per una gestione fluida degli ordini e dell'inventario
- Data Cloud per profili clienti unificati
- Agentforce per supporto clienti guidato dall'IA
- Slack per una collaborazione migliorata tra i dipendenti
Questa partnership punta a rivoluzionare il retail di lusso soddisfacendo le crescenti esigenze dei consumatori e favorendo relazioni più profonde con i clienti.
Salesforce (NYSE: CRM) ha ampliado su asociación con el minorista de lujo Saks Fifth Avenue para mejorar la experiencia del cliente en Saks.com y en las tiendas físicas. La colaboración aprovecha las aplicaciones Customer 360 de Salesforce, Data Cloud y Agentforce para crear experiencias de compra personalizadas y conectadas. Saks busca igualar su experiencia de alta calidad en la tienda con las compras en línea utilizando tecnologías impulsadas por IA.
Las implementaciones clave incluyen:
- Commerce Cloud para una gestión fluida del cumplimiento y el inventario
- Data Cloud para perfiles de clientes unificados
- Agentforce para soporte al cliente impulsado por IA
- Slack para una colaboración mejorada entre empleados
Esta asociación tiene como objetivo revolucionar el comercio minorista de lujo al satisfacer las demandas cambiantes de los consumidores y fomentar relaciones más profundas con los clientes.
세일즈포스(Salesforce, NYSE: CRM)는 고급 소매업체 색스 피프스 애비뉴(Saks Fifth Avenue)와의 파트너십을 확대하여 Saks.com 및 오프라인 매장에서 고객 경험을 개선하고자 합니다. 이 협업은 세일즈포스의 Customer 360 앱, Data Cloud, Agentforce를 활용하여 개인화된 연결된 쇼핑 경험을 창출합니다. 색스는 AI 기반 기술을 사용하여 매장 내 고품질 경험을 온라인 쇼핑과 연결하는 것을 목표로 하고 있습니다.
주요 구현 사항은 다음과 같습니다:
- Commerce Cloud: 원활한 이행 및 재고 관리
- Data Cloud: 통합 고객 프로필
- Agentforce: AI 기반 고객 지원
- Slack: 직원 협업 강화
이 파트너십은 변화하는 소비자의 요구를 충족하고 고객과의 더 깊은 관계를 증진하여 럭셔리 리테일을 혁신하는 것을 목표로 합니다.
Salesforce (NYSE: CRM) a élargi son partenariat avec le détaillant de luxe Saks Fifth Avenue pour améliorer l'expérience client sur Saks.com et dans les boutiques physiques. La collaboration exploite les applications Customer 360 de Salesforce, le Data Cloud et Agentforce pour créer des expériences d'achat personnalisées et connectées. Saks vise à égaler sa qualité d'expérience en magasin avec les achats en ligne en utilisant des technologies alimentées par l'IA.
Les principales mises en œuvre incluent :
- Commerce Cloud pour une gestion fluide des commandes et des stocks
- Data Cloud pour des profils clients unifiés
- Agentforce pour un support client piloté par l'IA
- Slack pour une collaboration améliorée entre les employés
Ce partenariat vise à révolutionner le commerce de luxe en répondant aux demandes évolutives des consommateurs et en favorisant des relations plus profondes avec les clients.
Salesforce (NYSE: CRM) hat seine Partnerschaft mit dem Luxus-Detailhändler Saks Fifth Avenue erweitert, um das Kundenerlebnis auf Saks.com und in den physischen Geschäften zu verbessern. Die Zusammenarbeit nutzt die Customer 360-Apps, Data Cloud und Agentforce von Salesforce, um personalisierte und vernetzte Einkaufserlebnisse zu schaffen. Saks zielt darauf ab, das hochwertige Einkaufserlebnis im Geschäft mit dem Online-Einkauf unter Verwendung von KI-gestützten Technologien zu verbinden.
Wichtige Implementierungen umfassen:
- Commerce Cloud für eine nahtlose Erfüllung und Lagerverwaltung
- Data Cloud für einheitliche Kundenprofile
- Agentforce für KI-gesteuerten Kundenservice
- Slack für verbesserte Zusammenarbeit der Mitarbeiter
Diese Partnerschaft zielt darauf ab, den Luxus-Einzelhandel zu revolutionieren, indem sie den sich wandelnden Verbraucheranforderungen gerecht wird und tiefere Kundenbeziehungen fördert.
- Expanded partnership with luxury retailer Saks Fifth Avenue
- Implementation of AI and data technology to enhance customer experience
- Potential for increased customer loyalty and sales growth
- Improved inventory management and order processing through Commerce Cloud
- Enhanced employee collaboration and efficiency using Slack AI
- None.
Insights
Salesforce's expanded partnership with Saks Fifth Avenue marks a significant leap in luxury retail's digital transformation. By leveraging Customer 360, Data Cloud and Agentforce, Saks is poised to create a more seamless omnichannel experience. The integration of AI-powered tools like Slack AI and autonomous Agentforce Service Agents could drastically improve operational efficiency and customer service quality.
However, the real game-changer here is the use of Data Cloud to create comprehensive customer profiles. This unified data approach will enable highly personalized experiences, potentially increasing customer loyalty and lifetime value. Yet, it's important to monitor how effectively Saks can implement these technologies and train staff to utilize them fully. The success of this partnership could set a new standard for luxury retail technology integration.
This partnership signals a strategic move by Saks to stay competitive in the evolving luxury retail landscape. By embracing Salesforce's AI and data technologies, Saks is addressing the growing demand for personalized, seamless shopping experiences across all channels. This aligns with the broader trend of digital transformation in luxury retail, where brands are leveraging technology to enhance customer engagement and loyalty.
The collaboration could potentially boost Saks' market position and customer retention rates. However, the luxury sector often faces challenges in balancing high-tech solutions with the traditional high-touch approach. Saks will need to ensure that these technological advancements enhance rather than detract from the exclusive, personalized service that luxury consumers expect. The success of this initiative could influence similar moves by other luxury retailers, potentially reshaping the competitive landscape.
While specific financial details aren't disclosed, this expanded partnership likely represents a significant investment for Saks. The potential return on investment could be substantial if the implementation leads to increased customer loyalty, higher average order values and improved operational efficiency. For Salesforce, securing a high-profile client in the luxury retail space could open doors to similar partnerships, potentially boosting its revenue and market share in this sector.
Investors should monitor key performance indicators such as Saks' customer acquisition costs, retention rates and average transaction values in the coming quarters to gauge the partnership's impact. Additionally, any improvements in Saks' inventory turnover and fulfillment costs could positively affect its bottom line. For Salesforce, this deal could serve as a showcase for its AI and data capabilities in retail, potentially driving growth in its Commerce Cloud and Customer 360 segments.
Luxury retailer taps Salesforce AI and data technology to enhance the customer experience across Saks.com and Saks Fifth Avenue stores
“Saks is revolutionizing luxury retail by leveraging the power of the Salesforce Platform. With Customer 360, data, and Agents, they are creating more personalized and connected customer experiences, fostering deeper relationships, and driving growth,” said Marc Benioff, Chair & CEO, Salesforce. “Saks is not just keeping pace with change — they are leading it, and redefining what it means to be a modern luxury brand.”
“We are thrilled to partner with a technology leader like Salesforce to accelerate our efforts to meet luxury consumers’ increasing demands for a highly personalized shopping experience. With Salesforce’s expertise in leveraging the power of data and AI, we will be better equipped to serve luxury shoppers with seamless experiences tailored to their individual preferences,” said Marc Metrick, CEO, Saks Global, a technology-powered combination of world-class luxury retailers, including Saks, Saks Fifth Avenue Stores, and Saks OFF 5TH. “Salesforce has been key to our success in luxury retail, particularly in ecommerce. We look forward to all we can accomplish together as we continue to advance our relationship.”
Offering seamless and personalized luxury experiences
With evolving luxury consumer expectations, Saks strives to meet luxury shoppers wherever, whenever, and however they shop across the Saks Fifth Avenue ecosystem. In partnership with Salesforce, Saks is accelerating its efforts to match the high-quality in-store shopping experience with the one customers have online.
To do so, Saks is integrating technologies across the Customer 360, including Commerce Cloud, Slack AI, and soon, with Agentforce and Data Cloud, to create highly personalized, AI-powered shopping experiences that improve customers’ experiences and drive customer loyalty.
Saks is using Salesforce to:
- Provide seamless fulfillment experiences: Saks has deployed Commerce Cloud to seamlessly and accurately track sales, process orders, manage inventory, and streamline fulfillment. Soon, if a Saks customer wants to update their order, such as a change to their shipping address, they will be able to engage an autonomous Agentforce Service Agent through any channel, saving Saks human service agents time for more complex cases.
- Deliver white-glove customer support: Saks will also use Data Cloud to unify and harmonize data from across systems into a single, comprehensive customer profile. With this data, Agentforce Agents will soon be able to provide customer representatives, and eventually style advisors, with AI-driven recommendations and next-best actions based on a customer’s full profile across sales, service, and commerce.
- Enhance efficiency and collaboration: By embracing Slack as its communication platform, Saks is enhancing collaboration and improving IT support, creating a more efficient operational environment. With Slack AI, employees can instantly summarize long conversation threads and get clear, concise, personalized answers to search queries with direct citations to relevant Slack messages.
Go further:
- Hear more about the Saks-Salesforce partnership in the Dreamforce 2024 keynote
- Learn about the Salesforce Platform, Agentforce, and Data Cloud
- Read more Salesforce customer success stories
About Salesforce
Salesforce helps organizations of any size reimagine their business for the world of AI. With Agentforce, Salesforce's trusted platform, organizations can bring humans together with agents to drive customer success—powered by AI, data, and action. Visit www.salesforce.com for more information.
About Saks Fifth Avenue
Saks Fifth Avenue is the leading name in luxury shopping. Since 1924, the brand has maintained a reputation for delivering an expertly curated assortment of fashion and highly personalized service. The Saks Fifth Avenue experience offers seamless all-channel shopping through an elevated digital platform and in-person services provided by an extraordinary network of 38 Saks Fifth Avenue stores across
Shop on Saks.com and the Saks app, or visit Saks.com to find a Saks Fifth Avenue store location near you. Follow @saks on Instagram, TikTok and Facebook and @Saks Fifth Avenue on LinkedIn.
View source version on businesswire.com: https://www.businesswire.com/news/home/20240917329619/en/
Caylah Bassing
pr@salesforce.com
Source: Salesforce
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