After one of the biggest holiday shopping seasons to date, the world’s biggest retailers are now gathered at NRF 2018 to share the trends, technologies and tactics that will help them conquer the year ahead.

While 2017 was another year of huge change in retail, the holiday shopping season showed the industry that there is still plenty of opportunity for growth. For instance, did you know that for the second year in a row, Black Friday was the biggest day of the holiday shopping season -- even bigger than Cyber Monday! -- comprising 26 percent of Cyber Week's total revenue in digital commerce? Or, that for the first time, traffic from mobile devices officially surpassed desktop as a shopping channel, with 62 percent of all traffic-to-commerce sites coming from mobile devices?

 

The industry is changing, and Salesforce is the transformational partner to help retailers prepare for the future. With new innovations announced at NRF 2018, Salesforce empowers retailers to deliver connected and personalized shopping experiences wherever consumers find them. At the show, Salesforce will announce:

  • The Commerce Cloud and Marketing Cloud Connector, which can automatically trigger personalized marketing communications based on a consumer’s shopping activity.

  • New integrations with Instagram that enable retailers to create shoppable content within their posts and deploy AI-powered image recognition to uncover sales, marketing and service opportunities.

  • Automated customer support with Service Cloud LiveMessage and Einstein Bots that provides fast, intelligent answers on SMS, Facebook Messenger, chat or other communication channels.

  • Distributed Marketing from Salesforce that enables retail corporate marketers to create and deliver consumer journeys that local stores can personalize for their consumers.

Shelley Bransten, an industry leader and our senior vice president of retail industry solutions, said it best:

“The world of retail that so many of us grew up in has changed in more ways than we ever could have imagined. Technology has given consumers incredible power to quickly find whatever they need, but it has become difficult for brands to keep up with those demands, and really understand the needs of consumers on an individual level. Salesforce enables the future of retail with a unified platform for intelligent shopping experiences on any channel, ensuring the fastest path to shopper success.”

The NRF 2018 Big Show will also showcase Salesforce Trailblazers --our customers and partners who are the leading innovators of global retail.

  • L’OCCITANE Group, an international producer and retailer of natural cosmetics and well-being products selected Commerce Cloud to deliver highly personalized shopping experiences and accelerate global growth, enabling the company to more quickly innovate and expand its digital presence around the world.

  • Rack Room Shoes grew their revenues with Salesforce Marketing Cloud, bringing consumer engagement data, campaigns and personnel from both companies onto a single CRM platform, which resulted in an annual 777 percent return-on-investment.
  • Ashley Furniture Industries, Inc., one of the largest furniture manufacturers and retailers in the world, selected Salesforce Commerce Cloud and Service Cloud to unify customer experiences across all points of commerce, from shopping to fulfillment to customer service.

At NRF 2018, our customer Trailblazers will share their stories with other retailers. Attendees can see for themselves at these Trailblazer sessions:

The Salesforce booth (#4103) will be a hub of activity, with visionary demos from New Balance and Design Within Reach. Salesforce will have six demo stations set up to highlight the latest in digital commerce, including AI-based personalization with Salesforce Einstein. Visitors will have the opportunity to sit watch live sessions in our intimate campground-themed theater at the top and bottom of every hour. Content will include customer success stories, retail industry product spotlights and a partner showcase.

We are excited to see all the ways that retailers are adapting to consumer needs, and look forward to sharing our vision for a single unified platform across marketing, commerce and service. See you in New York!

1 Source: Nucleus Research, Salesforce Rack Room Shoes ROI Case Study. To calculate the total investment Rack Room Shoes and Off Broadway Shoe Warehouse made in Salesforce Marketing Cloud, Nucleus quantified the initial and ongoing costs of software subscription fees, email address fees, consulting, and personnel time to implement and support the application on an ongoing basis over a three-year period.