Saks offers seamless shopping and fulfillment
Saks Fifth Avenue is seeking to increase the personalization and convenience it offers customers – across channels.
The luxury retailer is expanding upon an existing implementation of Salesforce e-commerce technology by rolling out the Salesforce platform, including Customer 360 CRM apps and upcoming deployments of the Data Cloud data harmonization solution and Agentforce artificial intelligence-based agent-building tool.
[READ MORE: Saks unveils all-new e-commerce site]
As a result, Saks Fifth Avenue hopes to obtain deeper understanding of customer preferences and provide a seamless customer journey, leading to more personalized service and greater customer loyalty.
"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," said Marc Metrick, CEO, Saks Global. "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."
Saks has deployed Commerce Cloud to seamlessly 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.
The retailer 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 profile across sales, service, and commerce.
In addition, leveraging the Slack AI communications platform, employees can instantly summarize conversation threads and get personalized answers to search queries with direct citations to relevant Slack messages.
"With Customer 360, data and agents, Saks is 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 — it is leading it, and redefining what it means to be a modern luxury brand."
Saks parent agrees to purchase Neiman Marcus Group
HBC, the Canadian parent company of Saks Fifth Avenue and Hudson’s Bay, recently entered into a $2.65 billion agreement to buy Dallas-based retailer Neiman Marcus Group in a deal valued at $2.65 billion. Amazon is among the investors in the deal.
The combined company, to be called Saks Global, will include the Saks Fifth Avenue, Saks Off 5th Neiman Marcus and Bergdorf Goodman brands, each of which will continue operations under their own brand names. It will be led by Marc Metrick, the CEO of Saks.com.
Saks Fifth Avenue offers seamless all-channel shopping through a digital platform and 38 Saks Fifth Avenue stores across North America.
