Retailers that use data and intelligence to create superior customer experiences and make better business decisions are winning in the market. This track will help you bring this advantage to your business. Learn how Commerce Cloud Einstein artificial intelligence can personalize your shoppers’ experiences. See how you can benchmark yourself and gain industry insights using data from Commerce Cloud. Hear directly from customers and intelligence experts from across the community.
AI for Everyone: How Einstein’s Machine Learning Can Power Personalization & Productivity
In this session, you will learn about Commerce Cloud Einstein’s embedded Artificial Intelligence capabilities. From empowering retailers to leverage their own data to supercharging 1:1 personalization, Commerce Cloud Einstein makes machine learning accessible to everyone. Attendees will learn how customers average a 12% increase in revenue per visitor with Einstein Product Recommendations and how they can fuse AI throughout their entire commerce strategy.
Supercharging the Future of Retail with Commerce Cloud Einstein
This session will explore the exciting future of Commerce Cloud Einstein. Come discover our 2017 roadmap that builds on our personalization capabilities and powers the automation of manual tasks, saving retailers valuable time and money. Walk away from this session with dozens of ideas of how to inject the power of Artificial Intelligence into your commerce strategy of the future.
Becoming Einstein: Advance Your Brand and Your Career with Commerce Cloud Einstein
Commerce Cloud Einstein and AI technology at large will soon underpin nearly everything from merchandising to back office operations. In this session, we’ll discuss how Einstein can help you find the space to innovate and bring new ideas into action. Let Einstein tranform you and your teams into AI trailblazers by enabling you to discover new and creative ways to connect with your customers.
Top 10 Insights and Trends learned from Commerce Cloud data
Commerce Cloud processes more than 3TB of data every day that contains valuable signals about your shoppers’ intents. Our experts have delivered hundreds of retailer-specific Industry Benchmarks that enable our customers to identify new and emerging growth opportunities for their businesses. Learn about actionable insights and emerging trends based on these benchmarks, and gain a better understanding of the relationship between the various metrics you use to monitor and measure business performance.
The Art & Science of delivering a compelling digital shopper experience
Shoppers encounter new digital experiences every day, which influence their expectations of shopping with your brand. Based on aggregated heat mapping data and several years of experience in Experience Design across various industries, including retail, this session will showcase emerging trends in user experience and provide data to support it. You will also hear from brands that have leveraged these insights to realize improvements in their shopping experiences.
Ever-changing consumer behavior and expectations require retailers to embrace innovation at a never-before-seen pace. This track will explore how Commerce Cloud can be part of your innovation strategy, showcasing the latest functionality and ensuring that you know how best to leverage it to engage your customers and keep abreast of their expectations. Sessions will address the topic of innovation holistically, covering all aspects of your business, internal and external.
5 Innovations You Must Implement to Drive GMV this Year
From alternate payments to personalization tools, Commerce Cloud regularly releases new features that provide out-of-the-box functionality to encourage conversion and revenue growth. Join this session to hear 5 customer success stories that feature some of the newest enhancements to our platform, including Apple Pay, Android Pay, Customer Service Center, Predictive Recommendations, and Personalized Content.
How to Make Conversational Retailing Work for Your Brand
Interaction with your customers in conversational channels is just starting to emerge. Service Cloud is helping retail brands leverage customer service messaging, while Commerce Cloud has developed "Bot Interaction" to drive transactions. Come hear a panel discussion, featuring our product managers and customers, on how to make this channel a part of your business.
Mobile is First. Now what?
We are living in a mobile-first age so mobile optimization is crucial. Mobile devices are used by consumers in many situations of their everyday life where best-in-class experiences are demanded. Interestingly, the time spent on mobile web is declining, while consumer interaction shifts towards apps, social, and other consumer platforms. This panel will showcase successful retailers and brands sharing their mobile commerce insights.
Organizational Innovations: The Digital Content Supply Chain
Global expansion challenges any organization’s decision-making and workflow and can itself become the tipping point for a new digital focus. One of the areas most vulnerable to inefficiency is the content production process. This panel discussion will compare how three leading brands simplified their digital supply chains. From KPIs and Kanban boards to rethinking roles and tools, this session is sure to give retail leaders plenty of new ideas to take back to their own organizations.
Transforming Retail: Salesforce Cloud Solutions for a 360 Customer Experience
Learn about our strategy for bringing Salesforce Clouds together to help you connect with shoppers, empower your associates and agents, and gain more time to innovate. In this session the team will take you through their cross cloud approach, describe the top use cases we plan to enable and provide a preview into roadmap timing.
Shoppers don’t see channels or touchpoints, they only see brands. In this track, learn how retailers can and must deliver a coordinated, brand-consistent experience across channels, driven by a single view of key data such as product, price, promotion, orders, and more. Sessions will include demonstrations, presentations, real-world examples, and product overviews, including the new Commerce Cloud Store solution and Commerce Cloud’s enhanced order management capabilities.
Shopper-First Retailing: Changing Shopping Preferences and the Impact on Retailers
With insights derived from the shopping activity of more than 300 million shoppers, fused with a sweeping six–country global consumer survey, Commerce Cloud partnered on a study that quantifies the new patterns of behavior and identifies the 4 crucial new rules of retail. Hear stories of 4 global retailers and how they are evolving their business amidst the new retail landscape to win shoppers. Join us to learn what it takes to capture the attention of today’s shopper.
How to Create a Personalized Shopper Experience in the Store of the Future
Hear from retailers and store experts about what it takes to deliver a modern and unique in-store experience. Presenters will cover technology, tactics, and other tips around store success.
After the "Buy" Button: How Order Management can help you win lifetime customers
Lifetime customers are created after the buy button. Available inventory, great customer service and flexible delivery options are some of the most important criteria for consumers to stay loyal to a brand. This session covers how Order Management can help you extend your investment in eCommerce— and how to keep customers happy, and coming back for more.
Strategies for Moving from eCommerce to Unified Commerce
Consumers want to buy, ship or return products when, where, and how they want, and retailers must link online and offline systems to make this happen. This session covers everything you need to know about building a unified commerce strategy. You will learn how to implement omnichannel approaches, including buy online, pick-up in store, or ship-from-store. We will share blueprints for aligning teams across stores, IT, Customer Service, and eCommerce, and how to build the business case for omnichannel.
Retailer Panel: Unifying the Customer Experience
A lot of brands claim that they’re omni-channel retailers, but few have both a unified approach on the backend and a seamless customer experience on the front end. This session features a panel of leading retailers who have figured it out — and are unifying the customer experience and touch points between the digital storefront, mobile technologies, the call center, and in physical stores. Learn their tips, tricks, and lessons learned while rolling out a unified commerce strategy.
Regardless of your specific retail vertical, digital commerce is likely central to your growth plans — which means the pressure is on! In this track, hear about additional strategies for growth acceleration beyond what’s covered in the tracks on Predictive Commerce, Faster Innovation and Unified Experience. Designed for business owners, these sessions will examine best practice such as international expansion, advanced merchandising, organizational design, mobile optimization and social commerce.
Retail Organizations: The Next Stage of Transformation
The pace of change in customer demands, competitive pressure, and technology means that organizations need to rethink their operational and organizational models to compete, differentiate, and grow profitably. This session will describe new research undertaken by Salesforce and Accenture to explore the next phase in organizational transformation.
Market Entry Strategies to Europe for American Brands and Retailers
Europe is becoming less unified. It is not only Brexit, but several nationalist movements in various countries that lead to higher barriers to entry and more regulations. But the business opportunity for global brands is still significant, the growth rates across Europe are outpacing US ecommerce growth and consumers look for almost everything on the web. Learn from Commerce Cloud customers, how eCommerce for Europe can be set up in an agile and successfully way, following a MVP strategy to span most European markets quickly. We’ll cover project considerations and the relevant feature set of Commerce Cloud to ensure and accelerate your expansion plans.
Not your Mother’s Merchandising: New Merchandising Strategies from the Cloud
Providing unique digital experiences that engage and convert customers requires a balance of on-brand messaging, incentives and ease of use. Commerce Cloud recently introduced a series of merchandising features that include search improvements, predictive sort, promotion improvements and new catalog management — just to name a few. Learn how these new features can enrich your site experience from customers who have implemented them successfully.
Winning the SEO Game
Search Engine Optimization is constantly changing and retailers compete for placement in search engines and social media feeds. The future of SEO is uncertain and change is a constant. Commerce Cloud continuously innovates with new tools and features to improve digital ranking and increase traffic and visibility. In this session, you will learn how these new SEO features can enrich your brand’s experience and improve your online visibility in search engines and social media channels. This session is a must for all Business Manager users.
Managing your Multi-Country Digital Presence
Adding sites based on brand or geography is a tried-and-true business practice, but managing multiple sites is a challenge. This session features several case studies from multi-site Commerce Cloud clients. We will highlight how they structure their data to share information like products, content and promotions across sites, while supporting regional variances to maintain the uniqueness of each brand or country’s needs.
Using the latest Commerce Cloud enhancements is a key to success. Designed for all technical audiences, this track will showcase recent platform innovations. Commerce Cloud product managers and architects will deep dive not just into core digital commerce enhancements, but also into the latest on Einstein, Commerce Cloud Store, and order management. In addition to learning about the most recent developments, you’ll also gain insight into our future direction and product roadmap.
Digital Roadmap for Developers
Commerce Cloud has a delivery focused reputation, continually providing new tools, features, and techniques according to a focused vision of the Digital platform. This session will provide a clear and incisive review of major developer initiatives delivered in 2016 and those planned for 2017 including continuous integration, automation, API integration models and more.
Mobile-First SiteGenesis: Design Review
Purpose built to optimize the mobile shopping experience, mobile-first SiteGenesis makes it easy for developers to implement a mobile-first strategy and achieve business results. This session will showcase the new data-driven UX along with out-of-the-box merchandising best practices to give attendees a leg-up on mobile design optimization.
Mobile-First SiteGenesis: Architecture Review
Tooled for the developer and designed for the mobile shopper, mobile-first SiteGenesis empowers site architects to innovate faster. This session, led by a SiteGenesis architect, will introduce the mobile-first roll-out timeline, followed by an introduction to the new site development framework.
Order Management & Store Roadmap
Commerce Cloud Store and Order Management solutions allow merchants to deliver a “buy anywhere, service anywhere, fulfill anywhere” experience. This technical roadmap session will cover Store and Order Management product strategy and show how Commerce Cloud is building a coordinated, seamless, and intelligence-driven experience across all channels.
Customizing Customer Service Center
Commerce Cloud Customer Service Center (CSC) leverages Shop API’s that hook into Commerce Cloud Digital to share data — including customer information, product, pricing, and promotions - across systems. This session will show CSC alongside Salesforce Service cloud, and detail how brands can customize CSC through metadata and design best practices to meet specific business needs. Attendees will also benefit from a demo of the new CSC custom action solution.
Customizing Order Management
Order Management allows brands to deliver a true omni-channel experience by enabling distributed order management, order processing, and inventory tracking across all channels. Get a glimpse into the roadmap and see a live demo on how to customize Order Management using the same development model and implementation approach as Commerce Cloud Digital.
Commerce success depends on achieving maximum platform efficiency and security. Designed for developers, architects and administrative technology professionals, this track will sharpen attendees’ skill sets and set them up to create more value for their organization. Led by Commerce Cloud technical experts, sessions will feature best practices, new technologies, and methodologies — ranging from sophisticated techniques to simple tips, tricks and tools that yield big results.
Application Security for Commerce Cloud
Commerce Cloud understands that security threats for retailers are ever present and ever changing. This session will share insights into application security procedures and discuss best practices for delivering a trusted, secure storefront implementation. These include cross-site request forgery protection framework, data validation and cross-site scripting defense.
APAC at a Glance: Understanding Technical Readiness
Going global touches almost every aspect of a digital commerce business. Multiple languages. Multiple currencies. Different payment and shipping methods. And that’s just the beginning. Join us for a session with Commerce Cloud APAC architects to learn and discuss how to achieve technical readiness for your global commerce business. We will address single realm vs. multi realm solutions, strategies for partner selection, as well as 3rd party collaboration and integration.
Apple Pay: Improving Mobile Conversion
Apple Pay streamlines online commerce by making it easy, fast and secure for shoppers to makes purchases on their iPhone, iPad or Mac device. This session shows how merchants can implement Apple Pay and quickly take advantage of its benefits without hours of development time.
Move Faster & Improve Efficiency with Continuous Integration
Stronger developer skills mean richer customer experiences and better results for your business. This track creates a unique environment built for knowledge sharing and best-practice collaboration, so all participants can tap into the “community IQ”. Designed for developers, architects, and administrative technology professionals, these sessions will feature product experts, top customers, and solution partners sharing their development best-practices and customization strategies.
Customer Panel: Salesforce Cloud Integrations
As Salesforce has rapidly integrated Commerce Cloud into the Customer Success Platform, customers can now leverage Salesforce’s leading sales, service, marketing, communities, analytics, IoT and platform solutions to deliver a more personalized consumer experience. Hear from fellow customers on how they have leveraged Salesforce tools to deliver comprehensive 1-to-1 shopping experiences across all touchpoints.
Achieve Faster ROI With Einstein Best Practices
With Einstein, brands can leverage their customer and product data to power smarter shopping experiences. This session will cover Einstein best practices, and attendees will leave with an understanding of how quickly it can be implemented and how to achieve a faster ROI.
Customer Presentation: Always Up, Always Fast
As digital commerce has transformed into an interactive, full-featured shopping experience, retrieving and serving up site content has become increasingly important. Online shoppers expect immediate service - if speed suffers, conversion rates and bounce rates are negatively impacted. In this session, learn new performance optimization strategies that can be implemented immediately to achieve consistency across all platforms (mobile web, desktop, tablet).
Content vs. Commerce — Finding the Right Balance
Truly compelling content builds brand relationships, turning one-time shoppers into repeat buyers. But too little content leaves the shopper unsatisfied and too much confuses the path to purchase. This session will discuss strategies on finding the right content balance for both your customer and your internal resources.
Customer Presentation: Global Expansion — Fail Fast & Try Harder
We live in a borderless world ripe with opportunity. Learn from a Commerce Cloud customer about how to efficiently and quickly expand into new regions and new markets. This session will explore the technical challenges and realities of initiating a successful online expansion program outside of traditional western markets.
Customer Presentation: Customizing the Checkout Process
Commerce doesn’t end with purchasing — the full journey ranges from brand discovery to conversion to nurturing repeat shoppers. In this track, learn how Salesforce’s complete Shopper Success Platform can connect commerce to this larger retail marketing effort. See how Salesforce Marketing Cloud, including Krux, combines with Commerce Cloud to change the retail game from finding like-minded audiences, to sending the most relevant messaging, to converting shoppers into brand loyalists.
Creating a Unified Commerce Experience with the Salesforce Intelligent Shopper Success Platform for Retailers
Learn more about what the entire Salesforce retail offering can do for you as a Commerce Cloud customer. Solutions will include Marketing Cloud, Service Cloud, Community Cloud, Sales Cloud, Analytics Cloud, and the Salesforce Platform. See why some of the largest and most innovative retailers are looking to the Salesforce Shopper Success Platform to build their unified commerce experience.
Connected Service Across Channels: How Innovative Retailers are Reimagining Customer Service
Having a 360-degree view of your customer is no longer a nice-to-have, but a must-have. Learn how successful customers have transformed their services into an integrated part of the entire customer lifecycle, resulting in more relevant marketing, a better shopping and purchase experience, and a more loyal customer base.
Best Practices for Amazing Customer Service from Salesforce Service Cloud
Whether you need to close cases faster, personalize your customer service, provide better self-service or serve more customer touchpoints, Service Cloud can help. Learn the latest in customer service technology and find out how some of the world’s biggest brands are innovating with Service Cloud.
Innovation with Apps: How retailers are empowering employees and transforming their businesses
Technologies like employee apps and internal employee communities developed on the Salesforce Platform are driving in-store executions and giving sales associates powerful tools. Learn how to empower your staff in providing an elevated experience throughout the customer journey.
Today’s connected shopper expects a unified experience not just across commerce channels but at every touchpoint throughout their journey with the brand. A great overall experience can create powerful brand advocates; a poor or disconnected one can yield the opposite. In this track, learn how Salesforce’s complete Shopper Success Platform, including Service Cloud and Community Cloud, can connect commerce to customer service, communities, and other aspects to provide a truly unified customer experience.
Email Marketing: Driving More ROI and Shopper Engagement
Joel Book, Senior Director of Digital Marketing Insight at Salesforce, will discuss how getting back to basics with email drives profitability and engagement for retailers and consumer brands. The approach is supported by feedback from thousands of Marketing Cloud consumers. Joel will include best practices and real-life examples of email marketing’s impact on retail brands at every stage of the customer lifecycle.
How Top Retailers Make Every Step of the Customer Journey Count
Today’s consumer is at the center of the shopper journey and demands a relevant experience across all touchpoints. Artificial Intelligence (AI) and predictive analytics enable retail brands to deliver a unique shopping experience to their shoppers. Hear Marketing Trailblazers share how they are able to create predictive, 1 to 1 journeys for every shopper. In this session, learn how to leverage Marketing Cloud to deliver experiences that exceed the ever-evolving expectations of today’s shopper.
Secrets and Best Practices from Marketing Cloud’s Most Successful Customer Launches
Salesforce shares best practices for rolling out a new marketing solution based on hundreds of recent implementations. What leads to a smooth transition, how do you maximize adoption, and what leads to marketing campaigns and strategies with the highest ROI? Find out from our implementation and operations consulting team.
Social Studio: Building Better Relationships Through Social Media
Is your brand making the most out of social media? Join the Marketing Cloud Social Studio team to find out the latest trends in social media marketing and best practices for listening, analyzing, publishing, and engaging across networks.
The Krux Data Marketing Platform and How it Can Revolutionize Your Marketing with Better Customer Data
The Krux DMP, now part of Salesforce Marketing Cloud, helps marketers capture, unify, and activate data to orchestrate more relevant and valuable experiences across all consumer touchpoints, no matter the channel or device. Learn how Krux can bring your customer data to the next level.
Network, share, be inspired! Join your peers in a roundtable discussion, with topics from clients who would like to share their successes, challenges, and stories. Share your own experiences. Explore some new exciting special interest opportunities available to help you grow and expand your brand. You’ll come away from these sessions with inspiration, new relationships, and loads of information — this is possibly one of the most valuable experiences you’ll have at XChange!
Super Session 1: Insights, Analytics, and Intelligence
Network with data driven professionals and exchange ideas for leveraging analytics and intelligence to drive revenue and personalize the customer experience.
Table 1: Configuring Product Recommendations rules (Merchandisers)
Table 2: Managing feeds (operations)
Table 3: 3rd party analytics
Table 4: Commerce Insights
Table 5: Analytics 2.0
Table 6: Architecting meaningful data
Super Session 2: Finding New Customers
Join your fellow industry professionals to share strategies and be inspired by ideas for targeting new customers through globalization, social, SEO and new marketing channels.
Table 1: SEO Strategies
Table 2: Operating in China
Table 3: Global Expansion
Table 4: Using Social Channels to drive Sales
Table 5: Tagging strategies for new marketing channels
Super Session 3: The Commerce Cloud Roadmap
Learn more about upcoming features to the Commerce Cloud Roadmap and share your feedback for future enhancements.
Table 1: Digital
Table 2: Endless Aisle
Table 3: Order Management
Table 4: Store
Table 5: Einstein
Table 6: Tech and Developer Discussion
Super Session 4: UX and Site Redesign
Join a lively discussion around UX best practices, testing strategies, mobile enhancements and checkout optimizations. Gain actionable insights to take back to your team and share what’s worked for your brand!
Table 1: Adopting A mobile first Strategy
Table 2: Optimizing your Checkout funnel
Table 3: Testing Ideas, Strategies & Results
Table 4: Getting Started with Site Redesign
Table 5: Getting started Mobile First Site Genesis
Table 6: Best practices for coding 1-page checkout
Super Session 5: Unified Commerce
Participate in a roundtable discussion with fellow retailers focused on transforming the unfied commerce experience and overcoming the opeartional challenges of today’s rapidly changing retail environment.
Table 1: Mobile POS Considerations
Table 2: Leveraging your Loyalty Program Across Channels & Devices to Personalize the Shopping Experience
Table 3: Overcoming Inventory Challenges and Buy Online Pick-Up In-Store Best Practices
Table 4: Managing Returns Across Channels
Appropriate for all attendees, this track will include a series of 20-minute sessions, presented by members of the Commerce Cloud partner ecosystem and featuring a range of complementary technologies and services. Content will include compelling use cases, demonstrations, and visual presentations. Commerce Cloud partners will highlight new technologies and innovative techniques designed to work with the Salesforce Commerce Cloud platform and accelerate retail growth.
Using Modern Credit as a Marketing Tool to Acquire New Customers and Increase Conversions
When consumers learn that they can purchase an expensive item now and pay for it over time, they convert more often, they convert sooner, and they buy more. Affirm clients are seeing double digit increases in site conversion rates and AOV increases that average 75%. The key is to leverage financing as a marketing tool, not just as an option at checkout. Alerting consumers to the pay-over-time options while they’re in the decision process helps drive behavior. This session reviews proven best practices to increase conversions and AOV, with case studies from several SFDC retail partners.
Rituals Delivers Unified, Beautiful Experiences Across Channels and the Globe
With 500+ stores in 27 countries, Rituals has scaled a high touch customer experience across borders and channels. Rituals works with Adyen for global ecommerce payments, delivering a unified experience regardless of shopper location or payment method. On the search for a best-of-breed payments and commerce solution, Rituals found that Salesforce Commerce Cloud and Adyen work well in unison. Commerce Cloud gave Rituals the power to quickly bring web storefronts online as it expanded to new regions. Adyen enabled Rituals to deliver localized payment options to each of these storefronts.
How Guided Shopping Drives TaylorMade and New Balance Customers to Products that Fit them Best
Cartographer makes it easy to match the wealth of product data available in a Salesforce Commerce Cloud Catalog to a quick question-and-answer experience displayed anywhere on the storefront. Through guided shopping and recommended products based on customer insight, Cartographer is specifically designed to guide shoppers to the right product for purchase, in an experience totally driven by the user. Join Drive Commerce to learn how retailers like New Balance and TaylorMade have implemented guided shopping with Cartographer to deliver customized shopper journeys online.
Content & Commerce: Mastering Content Globalization & Localization
In this session, learn how Urban Decay was able to expand into new global markets (South America and Europe), double the size of its website by introducing the “UD All Access” site, increase page views by 258%, and increase site entrances by 1600%. Implementing Salesforce Commerce Cloud and e-Spirits’ FirstSpirit Content Experience Hub helped Urban Decay simplify the management of personalized content and localization processes to support its globalization goals and deliver the localized and seamless experiences that their customers expect.
Flexing Its Digital Commerce Muscles: Nautilus Embraces Digital Transformation
Nautilus, the world leader in health and fitness, launched Bowflex.com on Salesforce Commerce Cloud in 2016, marking the first major milestone towards the company’s digital transformation. Nautilus now has a master architecture to support growth and expansion for both B2C and B2B, including multiple brands and numerous international sites. Find out how Nautilus is driving impressive growth and performance by embracing digital innovation, and what lies ahead for this leading multi-brand organization.
OSF UnifyCOMMERCE: From the Americas to APAC
Prior to working with OSF Commerce, World Kitchen’s customer data was stored in different systems making reaction time to customer inquiries delayed and often convoluted. OSF UnifyCOMMERCE, a customer-centric solution that gathers customer data from multiple sales channels and brings it into Salesforce Sales, Service and Community Clouds for a 360 (add degree sign) view of the customer, has helped to synchronize data and enabled World Kitchen to provide world-class customer service across multiple brands.
Delivering Unified Commerce and Profitability Through Operations
WWE was looking for solutions to meet rising demand and increase customer expectations without compromising experience. The Radial and Salesforce Commerce Cloud alliance solved these challenges by arming WWE with the innovative technology and services to scale the business and deliver a seamless experience aimed to drive profit and satisfaction through tightly integrated fulfillment and transportation and order management technology so that WWE could focus on the retail side of their business.
Sweet new digital experience on Godiva.com
Godiva Chocolates, a leading manufacturer of premium fine chocolates was looking to significantly improve brand awareness and its overall customer experience. SapientRazorfish and Salesforce Commerce Cloud partnered for the re-launch to deliver a number of site enhancements, including simplified navigation, streamlined checkout, enhanced filters and much more. In the month following the re-launch Godiva saw a 16% increase in sales and a 12% increase in conversions.