Saks Fifth Avenue and Salesforce announced Tuesday recent ways the posh apparel retailers will leverage Salesforce’s ecommerce platform, just as Salesforce’s annual Dreamforce event kicked off in San Francisco.
Saks and Salesforce’s work together will include using the latter’s recent Agentforce offering, which is being demoed at Dreamforce. The bogus intelligence (AI)-powered suite of autonomous agents and tools is being marketed to enterprise corporations, including retailers, targeting outcomes for personalized service, customer loyalty and other dimensions of the retail experience.
Saks parent company Hudson’s Bay Co. (HBC) is No. 26 within the Top 1000. The database is Digital Commerce 360’s rating of North America’s largest online retailers. There, Digital Commerce 360 categorizes it as an Apparel & Accessories retailer.
In North America, 76 of the highest 2000 online retailers use Salesforce’s ecommerce platform, Digital Commerce 360 data shows. In 2023, those 76 online retailers combined for greater than $136.077 billion in web sales.
How Saks plans to make use of Salesforce’s Agentforce
“We’re thrilled to partner with a technology leader like Salesforce to speed up our efforts to satisfy luxury consumers’ increasing demands for a highly personalized shopping experience,” said Marc Metrick, CEO of Saks Global, which oversees Saks, Saks Fifth Avenue Stores and Saks Off fifth. “With Salesforce’s expertise in leveraging the ability of information and AI, we shall be higher equipped to serve luxury shoppers with seamless experiences tailored to their individual preferences.”
The collaboration deepens using Salesforce’s platform at Saks. The corporate will use features from Salesforce’s Customer 360, which can link the platform’s:
- Commerce Cloud
- Slack AI
- Agentforce
- Data Cloud
In turn, Saks will use those capabilities to market to customers and refine experiences at scale, based on the merchant’s data.
Commerce Cloud is already in use at Saks for sales-tracking, order-processing and success. Going forward, the addition of autonomous Agentforce Service Agents will bring recent ways for purchasers to update order information or otherwise engage with service channels. Customer support may even use Salesforce’s Data Cloud to bring data together from different places to unify customer profiles.
Looking ahead, Saks may even use Data Cloud to unify and harmonize data from across systems right into a single, comprehensive customer profile. Customer representatives and magnificence advisors will use that data, together with Agentforce Agents. Output may include “AI-driven recommendations” based on customers’ individual activity histories.
“Salesforce has been key to our success in luxury retail, particularly in ecommerce,” Metrick said. “We look ahead to all we are able to accomplish together as we proceed to advance our relationship.”
Saks and Agentforce in Dreamforce keynote
Salesforce mentioned Saks in a Monday press conference previewing its Agentforce features at Dreamforce. On Tuesday, Mark Benioff, the chair, CEO and co-founder at Salesforce, discussed Agentforce further in his Dreamforce keynote.
Marc Benioff, co-founder, chair and CEO at Salesforce | Image credit: Salesforce
“Agentforce is leading the Third Wave of AI, advancing beyond copilots to a brand new era of intelligent, low-hallucination agents that set a brand new standard for accuracy and relevance with unmatched trust and scalability,” Benioff said in a released statement.
Benioff touted the personalization features available to Saks as a retailer, highlighting its use case as a Salesforce customer.
“Saks is revolutionizing luxury retail by leveraging the ability of the Salesforce Platform,” he said. “With Customer 360, data, and Agents, they’re creating more personalized and connected customer experiences, fostering deeper relationships, and driving growth.”
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