American luxury fashion brand Saks Fifth Avenue has expanded its partnership with cloud-based software company Salesforce to enhance the luxury shopping experience.
The retailer will deploy the Salesforce Platform, including Customer 360 apps and shortly Data Cloud and Agentforce, to deliver AI-powered, highly personalised shopping experiences that promise to enhance customer satisfaction and loyalty.
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Salesforce’s Commerce Cloud will enable the retailer to streamline sales tracking, order processing, inventory management and fulfilment.
Saks customers will soon be able to interact with an autonomous Agentforce Service Agent for simple tasks such as updating shipping addresses.
This technological advancement is designed to free up human service agents to focus on more complex customer inquiries.
Saks will utilise Data Cloud to amalgamate data from various systems into a unified customer profile.
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By GlobalDataThis comprehensive profile will enable Agentforce Agents to offer AI-driven recommendations and actions to customer representatives and, eventually, style advisors, based on the customer’s entire history across sales, service and commerce.
The adoption of Slack has played a significant role in improving Saks’ operational efficiency. It has bolstered collaboration and IT support, with Slack AI providing employees with the ability to summarise lengthy conversation threads and receive precise answers to queries, directly citing relevant Slack messages.
Saks Global CEO Marc Metrick said: “We are thrilled to partner with a technology leader like Salesforce to accelerate our efforts to meet luxury consumers’ increasing demands for a highly personalised 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.
“Salesforce has been key to our success in luxury retail, particularly in e-commerce. We look forward to all we can accomplish together as we continue to advance our relationship.”
In April 2024, Saks launched its media network to help brands reach the Saks customer base with digital advertising.
