Luxury retailer taps Salesforce AI and data technology to enhance the customer experience across Saks.com and Saks Fifth Avenue stores

Salesforce (NYSE: CRM), the #1 AI CRM, today announced an expanded collaboration with premier luxury fashion destination Saks Fifth Avenue to transform its luxury shopping experience using the Salesforce Platform, including Customer 360 apps and, soon, Data Cloud and Agentforce. With a deeper understanding of customer preferences and a seamless customer journey, Saks will be able to deliver even more personalized service, foster greater customer loyalty, and push the boundaries of traditional retail experiences.

“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 North America.

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.

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