Retail

Real-time profile sharing and management

Update customer profiles instantly: Capture and update customer information across web, mobile and in-store interactions in real time for a unified profile view.
Enhance personalisation: Use up to date profiles to dynamically tailor promotions, recommendations and communications based on the customer’s most recent behaviour and preferences.
Maintain consistency across channels: Ensure customer information is consistent and accessible across all touchpoints to provide a seamless and integrated shopping experience.

Use case summary

Retailers can leverage Data Cloud Sub-Second Real-Time to instantly update and unify customer profiles across channels, enabling dynamic personalisation and a consistent customer experience that drives engagement and sales.

Industry

Retail

Salesforce products used

Marketing

Data Sources Used

Browsing Behaviour

Mobile App Interactions

Wishlist and Saved Items Data

Email Engagement Data

Loyalty Programme Data

Customer Feedback Data

Ad Engagement Data

Apply Insights and Predictions

By bringing together the data sources referenced in this use case, teams can build calculated insights or run predictive models with Data Cloud that will allow them to make smarter decisions or power new automations.

Unified Customer Profile Insight	Data Cloud collects and synchronises information from multiple touchpoints (online, in-store, mobile app) to create a unified customer profile. This allows retailers to offer a seamless and consistent experience regardless of where customers engage. For example, if a customer browses shoes online but later visits a shop, the system can alert sales associates to recommend those same products in-store.
Dynamic Personalisation Insight	Using real-time updates, the system dynamically tailors promotional offers, messaging and product recommendations based on a customer’s most recent behaviour. For instance, if a customer frequently searches for and saves skincare products in their wishlist, Data Cloud processes current interactions, enabling personalisation to instantly respond to the current or next page interaction based on the user's latest affinity data. This demonstrates that we are processing data in real time, making decisions as events occur.
Cross-Channel Consistency Insight	Data Cloud ensures that every customer interaction — whether it’s through social media, email, in-store or online — reflects the most current information. For example, if a customer returns a product in-store, their profile is updated immediately, preventing them from receiving irrelevant follow-up promotions and ensuring the next interaction reflects their latest status and preferences.

What’s the impact?

Increase Customer Engagement

Higher Conversion Rates

Improved Customer Satisfaction (CSAT)

Loyalty Programme Growth

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