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Good afternoon.
How are you guys doing?
All right.
You guys want to talk
about some Commerce Cloud
stuff?
Yeah.
All right.
Well, welcome to Chicago.
It is great to be here.
For those of you that
were at the main keynote,
it's good to
see you again.
For those of you that
weren't, nice to see you.
Who's first time at
Connections is it?
All right.
How about round
of applause
for our first timers?
Great.
[APPLAUSE]
All right.
So I want to start
with a big thank you.
Thank you to all
of our customers,
to our partners, and
to the Commerce Cloud
employees all
around the world.
And I know there's a bunch
of folks watching online.
You guys make this
experience and this Cloud
so special.
And I am just really
fortunate to be
a part of it.
So thank you guys
again for making
this what it is.
My team and I today
have a specific goal.
We're going to
hopefully overwhelm you
with innovation.
We're going to
share with you some
of the incredible
things that we're
launching for Commerce
Cloud this year.
And for those of
you that don't know,
we release Commerce
Cloud 10 times a year.
And at our count,
we do thousands
of feature releases
and new major and minor
updates a year.
So we're really
excited to pick out
a couple of amazing ones.
We're going to show
them to you today.
And if you've got
your phone handy,
you can scan this QR code.
We've got a really
cool treat on the web
that I'm going to talk
more about later to show
you even more of
our innovation
throughout the year.
But why are we so
focused on innovation
at Commerce Cloud?
Why does it matter so
much to us and hopefully,
to all of you?
And I get asked a lot.
I do probably call it like
8 or 900 customer meetings
a year, if you count
all the SICs and all
the conferences we do.
And we listen to
a lot of themes.
And one of the themes that
we're hearing right now
is that customer
expectations have never
been higher for degrees
of personalization
that they can experience
on your brands.
And I know as
commerce leaders,
we all feel
this every day.
But what we are hearing
from our customers
in every industry, across
every line of business
is that they
need to deliver
one-to-one
personalization at a scale
that they've never
really had to before.
And what's interesting,
we did a survey with IDC.
They did about
1500 manufacturers,
and they talked about
some of the challenges
that they're facing.
And the top thing
they talked about
on the B2B side was
trying to digitize
their B2B experiences so
they felt consumer grade.
In fact, one of
my favorite quotes
is one of the
CIOs that we work
with at a
manufacturing firm.
And he told me the
edict he gave his IT
teams this year was to
kill all the portals.
He said, because portals
is like now a dirty word.
He wants them to be
elegant and beautiful
and engaging and to
convert, not just end up
with someone
calling a sales rep.
So that resonated with me.
It resonates with the
Commerce Cloud team.
Where are my Commerce
Cloud team members?
Where are you guys?
All right.
Thank you.
Good to see you, guys.
So, what do we
see from customers
who are doing this well?
And from customers who
are doing this well,
we see that they're
looking left
and they're looking
right, as we call it.
When they look
left, they're
looking at the
marketing experiences
and how they deeply
connect to the commerce
journey.
And when they
look to the right,
they're looking at their
service experiences.
What are the
things that they're
doing to help
their customers
with their post-sales
care experience?
Is it actually
connected, or are you
just sort of like passing
the data around or passing
the orders around?
This is what we really get
into with our customers.
The other thing
that we see
is that the unified data
underlying this customer
journey has to be really
structured and really
available.
And in a lot of the
customers that we start
working with for
the first time,
they don't have that.
In fact, we have a little
joke in commerce land
that a lot of
times customers
start on commerce island,
Has anyone ever been
to Commerce Island?
They have good mighties.
It's like really
fun music.
Oh, and speaking
of music, I'm
so sorry I missed this.
I have to do this because
I love John so much.
How about round
of applause
for DJ John Feldmann who
is warming us up today?
[APPLAUSE]
Talk about a left turn.
Where is John?
There he is.
We have our own in-house
DJ in Commerce Cloud.
He's also a
great marketer.
This is really important.
Commerce Island for real,
the challenge that we
see a lot of customers
start with is they've
got Commerce
running really well,
but they've got once a day
syncs to their ERP system,
pulling inventory data
and updating orders.
On the marketing
side, you've
got a really amazing
marketing team,
and they own the CDP.
So getting the
unified profile out
of that to
personalize your site
can be really laborious.
So we've been
really thinking
about this problem
over the last year.
And some of the things
that my team and I are
going to show
you today are
how we are stitching
this together or maybe
perhaps building bridges.
Pick your analogy,
but we are
trying to get
our customers off
of Commerce island and
onto something that
is truly transformative.
And I'm really excited
for us to show you
what that looks like.
I'm going to back
up real quick there.
All right.
So actually, what
I'm going to do,
I'm going to
pull an audible.
I think we were going to
actually have the demo
team show you this,
but after looking at it
last night, I'm going
to demo this myself.
Is that cool, guys?
Yeah.
All right.
Cool.
[APPLAUSE]
All right.
So, everyone, for the
first time in a Commerce
Cloud keynote,
the first demo
is going to be
Marketing Cloud.
Is that OK?
All right, cool.
The reason I'm going
to show you this
is because, again,
when we look
left with our
customers, we
want to create and help
them create an incredibly
unified experience
from promotion
through conversion, all
the way through care.
So here's the new
Marketing Cloud.
One of the things that
Marketing Cloud customers
can now do is use Copilot
to create campaigns.
So we're going to pretend
that I work for Electra,
global car manufacturer,
and I'm going to create
a new campaign today.
The campaign I
want to create
is to help my
customers who
are coming up on the
end of their lease
to actually renew.
So we're going to
literally ask Copilot,
create an
ElectraLight campaign
to increase Electra
lease sales by 20%.
Target currently sees
within 2,000 miles
of their limit promoting
additional miles.
So, what comes back?
If you saw this in
the main keynote,
this is a campaign brief.
Think about this
as the pitch
an agency would make you
on what your request was.
Brief description
of the promotion.
I like this.
I'm going to
go hit Preview.
When this expands,
Marketing Cloud
is showing you
based on all
of this incredible
data and Data Cloud
an existing segment
that it's going to--
I'm sorry, a segment it's
going to build and use,
the email subject line,
and even the paragraph
of the email that would
go out to customers.
This looks pretty good.
I like this.
Let's go and create
the campaign.
Now, the last thing I
want to show you to set up
the rest of the
conversation today
is the starting source
of this campaign.
So we're going
to go in here,
and we're going
to hit Edit.
And that segment
is dynamically
built by Copilot inside
of our Data Cloud.
And the Data Cloud
segment is actually
pulling data from a
few different places.
The first place is
country information
from the sales CRM system.
The second is
mileage remaining.
And this is actually
the telematics
from the car that is
synced into Data Cloud.
And the last piece is the
preferred payment method,
as well as recent
order information,
and all that's coming
from Commerce Cloud.
So my first step in
creating this promotion
in Marketing Cloud
using Copilot
is already
using Data Cloud
to bridge the gap
with Commerce Cloud
and bring in some
of that information
and get it ready to use.
So I think this segment
looks really good,
but I want to refine
it just a bit.
And I'm going
to ask it, I'd
like to alter the criteria
for the remaining miles.
I just want to shrink
this down a little bit.
37,000 people is
a bit too much.
That did update.
Yep, 29,000 people.
This looks pretty good.
So we're going to go ahead
and create this segment.
So that's all I wanted
to show you to start,
because throughout
the morning
or throughout the
afternoon, I should say,
my colleagues are
going to show you
how that segment powers a
rich, connected experience
across Commerce Cloud.
In particular,
Aaron is going
to pick this
up and show you
how Electra's
personalizing
every part of their
storefront experience
using that Data
Cloud segment.
So keep that one in your
mind as we move forward.
Thanks, guys.
[applause]
Oh, thank you.
I'm not a marketer.
So that was
really exciting
for me to build a
marketing campaign.
But what are we trying
to do with Data Cloud?
If you really put
it all together,
we are trying to help you
take all of the rich data
that you have inside
of your company,
and we want you
to help-- we
want to help you
bring it together,
but not just bring it
together, but turn it
into something
operational.
Our customers, they call
these operational unified
profiles because you can
actually deploy it and use
it everywhere.
And we're going
to show you today
how you can use it all
over Commerce Cloud inside
of segmentation,
merchandising,
and personalization.
But it gets
really interesting
when you start looking
at its effect on Copilot.
And this is something
that I really
think was kind of
science fiction
even just two or
three years ago.
But now we're literally
using the unified data
in Data Cloud and in
some of the Copilot work
we'll show you
for Commerce Cloud
to let you talk
to your experience
and actually have
it take action.
It can also proactively
take action for you.
It can suggest insights
and things like bundles
and promotions and really
some things that honestly
are really, really
game changing
in terms of productivity,
but also just your ability
to execute as fast
as you want to
with Commerce Cloud.
And ultimately,
what is our goal?
Our goal is to make you
available for getting
revenue from all
of your customers
on every channel
with that deep degree
of personalization
that feels
like every one of
those experiences
was built just for them.
The true-- the highest
mountain, if you will,
of personalization
that's our goal,
turning data and actions
into revenue for you all.
Now this may be a
bit complicated.
So one of the things
that we've tried to do
is bring it all together.
And we're going to show
you now over the next 40
minutes or so how
we're bringing all
of this technology
together and making it
simple for you to use
in Commerce Cloud,
making it simple for you
to access from places
like Marketing Cloud,
and even making
it easy to buy, which is
some stuff I'll show you
at the end.
Our new Commerce Cloud
updates for this year
provide you
Copilot experiences
across both shopping and
our merchant capabilities.
It helps you with
personalization,
and it even allows even
further omnichannel
experiences.
And I know these are
really important words
for all of you.
So we're going to dig
into every one of them
throughout the afternoon.
We are very proudly
in great company.
How many of you are
our customers here?
All right.
How about round
of applause
for our customers.
Thank you guys so much.
[APPLAUSE]
We have incredible
customers
around the world,
and actually
84 different countries.
We help companies
in industries
like health care,
manufacturing, consumer
goods, even groceries.
And one of the most
fortunate parts of my job
is doing things
like store tours,
like we're doing
this afternoon
with MillerKnoll.
I've walked down grocery
aisles with our customers
to understand endless
aisle experiences they're
trying to deliver.
These are all
amazing things
that they're doing
with commerce cloud,
and I just can't
wait to see
what else they're going to
do now that we have more
data and AI capabilities.
We're also not alone
on the partner side.
How many of you are
an ISV, AppExchange,
or SI partner?
Oh, nice.
Good to see you.
All right.
Thank you, guys.
We have over 8,000
AppExchange partners
and hundreds of trusted SI
partners around the world
helping us deliver these
incredible experiences.
We call out a few here.
I know Matt and
the three-kid team
really well.
We've been doing some
incredible work with
manufacturers, helping
them build awesome 3D
visualization and
configuration for things
from turbines to
kitchen sinks.
And it's been really cool
to watch our customers
deploy that technology.
Now we've got a lot
of stuff to cover,
so I'm going
to turn it over
to my team in
just a minute.
But I wanted
to set up what
you guys are about
to see so you can
follow the flow with us.
So first up, Kim is going
to come up and talk to you
about how data and AI are
transforming everything
about Commerce with
some of our new Copilot
experiences.
And the first one, the
Copilot for shopping stuff
is definitely my favorite.
You're lucky on that one.
Aaron is going
to come up--
another one of my good
friends and colleagues--
and he's going to talk to
you about Siemens and some
of the incredible
work we're
doing for our
B2B customers
and is going
to show you how
you can set up a
storefront in just
a few minutes.
And this is going
to blow your minds.
And lastly, my
good friend Alex
is going to come up and
talk to you about how
we are breaking
Commerce down even
further with our new
composable experiences
and some of the
great personalization
capabilities we have
built into the platform.
So sit down, which
you guys are.
Check.
Buckle up.
We've got a ton of
innovation coming,
and I'm really excited
for you guys to see it.
So with that, I'm going to
introduce my good friend
Kemberly Gong.
Great.
Thank you so
much, Michael.
Welcome to
Connections, everyone.
So first of all,
I just wanted
to give another shout
out to that great demo
that Michael showed you.
Everyone want to
give him a big hand?
[APPLAUSE]
I love that demo because,
as a marketer myself,
I think about the
types of marketing
I've done when I worked
in commerce at Alibaba.
And I remember
how difficult
it was to really
understand
who our customers were as
we were creating emails
and promotions
and really trying
to get that targeted
relevance for all of them.
We just didn't
have the ability,
I think, back in
the day to really
get smart about who
our customers were.
But that's all changing.
And I'm really
excited to announce
some new innovations
that are going
to help you transform
your entire data and AI
strategy across
your enterprise.
So first, I'd
love to introduce
Data Cloud for Commerce.
Data Cloud for
Commerce is going
to bring all of
your Data Cloud
that you have in--
all of the data
that you have
in Data Cloud
to your Commerce
experience,
helping you create
richer personalization
through deep customer
segmentation.
And then it also
creates dashboards
and intelligence
that are going
to help you understand the
health of your business
and grow productivity for
all of your merchant teams
and all of your
associates.
And then next,
you heard it
in the keynote,
Einstein Copilot.
Copilot is everywhere,
and I'm really
excited to bring to you
some new skills that we
are delivering
for both merchants
and for shoppers.
Michael teased it
just a minute ago,
but we have Einstein
for Merchants.
This is your AI
assistant to help
all of your internal
teams get smarter
and take action
on all of the data
that you have about
your customers.
And for shoppers
and buyers,
this is an AI
personalized assistant
that is going to be there
with them as they are
making different
purchases, whether they're
business buyers
or shoppers,
so that whatever
they are looking
for on their
shopping site,
they are going to have
some great intelligence
and recommendations that's
going to mirror your best
sales associates and
your best store reps.
So, I think, showing
is a little easier
than telling.
So let me take
you to a demo.
All right.
I am actually looking
for some new tires.
And so I'm going to go
to the Electra website.
Full disclosure, I'm
not a car person,
and I don't really know
what exactly I need.
So I'm going to go
here and start in chat.
And here I'm going
to ask the chat--
I'm just going to search
tires for commuting.
And we'll see what we get.
Now, Electra
already knows who
I am because I purchased
my car from them
a couple of years ago.
It knows the make
and the model.
It knows where I'm
located, my address,
and so can start to
recommend tires that
are going to be based on
the conditions I drive in.
Now I already see
some great tires here.
And I can now refine
those search results
to really look at
some top-rated tires.
Now, what you're
seeing here
is a conversational moment
that I'm having with AI.
I'm going to take a look
at this Everyday Sport
Tire, and you
can already see
it's pulling up the
exact product detail
page so that I can
take a look further.
Now I want to
stop and just take
a moment to reflect
on what we are seeing.
We're seeing an entirely
new way of engaging
with a commerce site.
Instead of just blindly
clicking through
and hoping that I
find the right thing,
I've got an AI assistant,
a personalized shopper
that is helping
me guide me
to the right, the
right products.
And this can be
fully branded
to your own experience.
But I know that
sometimes trusting
your brand with AI
can be a bit scary.
We've heard it
in the news--
hallucinations, bias,
toxicity issues.
If you are in
the main keynote,
you heard Michael talk
about the Einstein Trust
Layer that we
at Salesforce
are building to make
sure all of your data
is safe and secure
and is protected
from those
outside influences
so that every result
that you show here
is going to be grounded
in your personal private
business data and going
to be on brand for all
of your customers.
So I'm going to
move forward.
I think that I'd like to
see a little bit more.
And let's just keep going.
Sorry, I'm a little
bit of a slow typer.
I'd like to
purchase these.
And so let's move forward.
Now you're going to see
something else really
amazing happen.
Because Electra
already has my purchase
information, my
shipping address,
it's going to ask if I
want to purchase these.
And with one click,
I can do this.
This experience is created
by Salesforce Checkout.
Salesforce
Checkout gives you
the ability to add
payment into any channel.
It can be an AI chat like
this or other channels
so that you can really
reach your customers
and allow them to transact
wherever they are,
really extending your
chances to drive revenue.
So pretty
impressive, right?
All right.
[APPLAUSE]
So experiences like
this are awesome,
and you can see all of
the data we've pulled from
to make it happen.
But I'd love to zoom
out a little bit
and talk about how
we are building tools
to help you get there.
So first of all, I'm
going to start off here
in Data Cloud, and you
can see all of the data
streams that I have here.
And what we're going
to do is actually
bring in new connected
data streams.
So you can
bring in streams
from the rest of your
Salesforce instance,
from CRM, from
Marketing Cloud.
You can also bring in
sources from external,
like Amazon or Google.
And then we are going to
harmonize all of that data
to make sure that
we are mapping it
to the different driver
attributes, things
like the driver details,
engagement data.
We even have
Commerce data kits
that are going to
help you reconcile
that external data
with Commerce metadata
so that you can
bring together data
and have actionable data.
And what this all
results in is this,
a unified customer
profile where
you can see my
unique customer ID,
my contact
information, as well as
all of the ways
in which I'm
engaging with the
Electra brand,
even all of the channels
that I'm engaging on.
So if you think about
what all of this means,
we have engagement
data, not just
for me, as you
see on screen,
but really for all
of your customers
at tremendous scale.
And so what can
we do with that?
Well, now fast
forward, we are
in Data Cloud
for Commerce,
and this is your
interactive, intelligent
dashboard that's
going to show
you the health of
your entire business.
So I can see everything
from product insights,
inventory,
conversions, shoppers.
Today, I'm putting on
my merchandiser hat,
and I'm going to take a
look at my top product
categories and see
how it's performing.
Now, Einstein over
here recommends
to take a look at the
Everyday tires category
because we're seeing
an increase in returns.
Not great.
So I'm going to click
here to learn more,
and Einstein is going
to quickly analyze
that part of my
business and help
me understand what I
can do to change it.
What I see is that
we have items that
are arriving too late.
We have some inaccurate
product descriptions.
Those seem to be
the biggest reasons
people are returning.
But also, take
a look here,
Einstein is
also showing me
customers who returned
high-value orders.
And it's automatically
created a service case
so that now our
agents at Electra
are going to
reach out to all
of those high-value
customers
and make sure
that they are
having a good experience
with the brand.
Pretty amazing, right?
[APPLAUSE]
So here, this is Einstein
Copilot for Merchants.
And let's take a look at
these recommended actions.
First of all,
it's recommending
that we create some
new descriptions.
And so with a click
of the button,
we are going to have
new descriptions created
by generative AI,
including some new updated
delivery estimates.
So I can save
those descriptions.
And I think we're going
to see some reduced
returns from that
improved description.
But we're not
stopping there.
Einstein is also
recommending
that we promote some
products to help
drive more revenue
across my business.
So I'm going to click
Create Promotion,
and it's going to
show me what I can do.
So here is a quick
promotion with 10% off.
I can make any changes,
but this looks great.
So let's activate
that and take a look
at what that
promotion looks like.
Here you can
see my website
where all VIP
customers are
going to see
that 10% discount
and help drive more sales.
So pretty amazing, right?
[APPLAUSE]
All right.
So you've seen a lot.
Let me grab my clicker.
We've covered a lot
of different ways
in which the new
innovation that we're
building with data
and AI are helping
you grow your business,
improve the productivity
of your teams.
You first saw that with
me and the shopping
experience,
buying new tires
in the chat experience.
Pretty cool.
Then you saw Data Cloud
for Commerce, which
helped me understand a
view of my entire business
and get smarter about it.
And then Einstein
for Merchants
helped me figure out how
to review my descriptions
and make changes to
them so we can reduce
returns as well as find
ways to drive new sales
with that 10% promotion.
So that's just one
glimpse of the data and AI
innovation that we
are bringing to you
at Commerce Cloud that's
going to help you improve
your business, grow
productivity, and just see
so much improvement
overall.
But we're not
stopping there.
I'd love to pass it to
my friend and colleague,
Aaron Schubert, Senior
Director of Product
Management.
Aaron, over to you.
[APPLAUSE]
Thank you very much, Kim.
And hello, Connections.
Again, I'm Aaron Schubert.
I'm from the product
management team.
And I've been
living and breathing
B2B for more
than a decade.
Over that time, we've
all saw the same trend,
I'd imagine, which is that
our B2B buyers are wanting
to engage with
us more online.
They're also wanting to
transact with us more
online every single year.
What that's
ultimately caused
is an increase in the
scale and the complexity
that we're asking of
our B2B experiences.
In order to see how
big some of that scale
and complexity
can get, let's
check out one of our
customers, Siemens.
Now, Siemens is the
largest B2B manufacturer
in the world.
They've been able to bring
together their business
digitally across products,
services and partners,
all in a single
headless marketplace
that does over 10
billion euros of revenue
each year.
In order to learn a little
bit more about Siemens,
let's roll the film.
[VIDEO PLAYBACK]
[MUSIC PLAYING]
- Siemens is 176
years old company.
We have always
been reinventing
ourselves to transform the
everyday of our customers.
Touching almost
every industry,
we have a big
ecosystem portfolio
of best-in-class
solutions, but all of them
were very siloed by
several digital channels
from Siemens.
So this is why you can
imagine our customers have
been very confused about
the big picture of what
Siemens offers, but also
what our ecosystem offers.
We need to have a
platform combining
software and hardware
and services on a B2B
marketplace, but there is
no other company who has
really done that before.
What we love
about Salesforce
is being a
customer company.
Siemens wants to
achieve the same thing.
The journey of
B2B customer
is a different
from the B2C.
However, it's
still a person
we are focusing on to
have an integrated,
personalized
customer journey.
So when it comes
to the marketplace,
we were able to leverage
the Salesforce capability
to ensure that the
customer journey is
right from day one, that
it's an attractive place
to go for our
customers, and we
wanted to launch
this marketplace
as quickly as possible.
We are creating together
with Salesforce,
the Siemens Accelerator
Marketplace.
Our customers
now, they see
that they can purchase
everything online very
easily, helping our
customers to understand,
showing the big picture,
and then bring it
down to specific software,
hardware, and personalized
digital services to master
their transformation
faster, easier,
and at scale.
Einstein 1
Commerce platform
is the backbone
of having this one
landscape of data.
We have now a
customer centricity
and customer 360.
Commerce Cloud is one
of the very important
components because
the market demand
is changing constantly.
Using Salesforce
off-the-shelf
functionality, we
were able to deliver
the marketplace basically
within six months, which
normally would take
you years maybe.
To have a platform which
is really flexible,
we can also add to it and
still remain competitive.
By using Einstein 1
Commerce with CRM plus AI
plus data
powered by trust,
trustworthy AI,
for example,
is very important.
This, combined with the
Salesforce trust layer,
is something
where we think
this is a perfect match.
We now can use also AI to
create meaningful product
detail pages.
So this was a
manual effort
is now done very
automatically with the AI
functionalities
of Einstein.
Einstein and also
provide guided selling
capabilities where
the customer describes
their challenge and
find the right product
to purchase it on
the marketplace.
The advantage also for our
partners and our sellers
is that we have
automated recommendations
on the marketplace
in order
to facilitate cross
and upselling.
We are creating
this future in order
to simplify our lives,
but also simplify
the customer's life.
Salesforce is
the only one who
can provide this
customer centricity
as we needed to have
[MUSIC PLAYING]
[END PLAYBACK]
All right.
[APPLAUSE]
How cool is it
that Siemens
was able to achieve all of
that in just six months?
Before moving on,
let's check out
a couple other
wins that Siemens
has had with their new
headless marketplace.
First off, they've
been able to increase
their selling win
rate by over 23%
Next, they've doubled
their first-time case
resolution,
which has really
helped them reduce
costs while continuing
to onboard new
customers and receive
additional transactions
from existing customers
as well.
And finally, and probably
most importantly,
Siemens customers
are happy.
And they've shown this
by transacting over
10 billion euros of
revenue in 2023 alone.
Next, I'm incredibly proud
and excited to announce
some new innovations
that we're
bringing to the
most complete
enterprise-grade commerce
product on the market.
First up,
Salesforce Checkout.
And this isn't any
Salesforce Checkout.
This is a unified
Salesforce Checkout--
allows buyers to store
their payment method one
time and reuse
that payment method
across any channel.
We saw this
earlier when cm
was able to really easily
purchase with Copilot--
purchase tires
with Copilot.
Next up, we have new
merchant experience
capabilities.
First, our Commerce
setup assistant
helps merchandisers
launch storefronts
faster than ever.
And we also have
new capabilities
that help merchandisers
complete any task,
like updating
product information,
changing product
visibility,
updating pricing
or promotions
all in under five clicks.
Finally, we've enhanced
our headless capabilities
as well because we
want to help you,
our customers, be able
to build custom headless
experiences more easily
and more flexibly
than ever before.
In order to learn
a little bit more
about all of these, let's
head over to a demo.
All right.
So for our demo,
we're going
to hop into the
persona of Stacey.
Stacey is a B2B
buyer from Electra.
She actually owns a fleet
of Electra vehicles,
but she also leases
a personal vehicle
of her own.
And that's where we're
going to start today.
As Stacey jumps into her
personal car, fires it up,
she sees that there's
a special offer waiting
for her on her head unit.
Now, remember earlier
when Michael created
that campaign with
unified customer data
for lease
retention, we're now
seeing that campaign live.
It's right here in the
head unit of Stacey's car.
How cool is that?
Since Stacey's getting
this promotion,
she obviously has low
miles on her lease,
and she's going to go
ahead and purchase more.
She'll select 1,000 miles.
And as she's reviewing
her order summary,
she's about to pull out
her credit card when wait,
there it is.
Her payment information
is already plugged in.
Once again, thanks to
the new unified checkout
from Salesforce.
She's happy with
her purchase
here, so she's going
to go ahead and accept.
And just like
that, she was
able to purchase new miles
for the lease on her car
without even leaving
her driveway,
without pulling out her
phone, a credit card,
or getting on the
phone with anyone.
How neat is that?
[APPLAUSE]
All right.
Now, the innovation
does not stop there.
Welcome to our new
Commerce setup assistant
that's helping reduce
the number of clicks
to launch a storefront
by over 77%.
That's helping
customers, like you,
reduce cost of
implementation and time
of implementation as well.
In order to take this
thing for a test drive,
let's have our
customer Electra
create a new
B2B storefront
for their buyers.
Let's go ahead
and get started.
We're, of course, going
to create a B2B store
since we're creating
for our buyers.
We'll validate our
language and our currency
as well.
We'll give our
store a name.
We'll do the
Electra B2B US.
And hit Start Selling.
Just like that, our
commerce setup assistant
it's off to the races.
It's creating profiles,
permission sets,
it's enhancing
layouts, it's
creating the
storefront itself,
and taking care of a
bunch of other tasks
that a traditional
commerce merchandiser
or even me
probably wouldn't
be able to complete in
an afternoon or more.
With that out of
the way, we're
now landing on
our storefront.
But before we go live,
there are a couple more
tasks that we
need to complete,
and our guided setup will
walk us through those.
First up, we're going
to have to add products
to our storefront.
For us, we're an existing
Salesforce customer.
That means our products
are already in Salesforce,
and that's a breeze.
Next up, we
need to validate
these products are
ready to be sold online.
To do that,
we'll head over
to our product workspace.
Arriving in our
products workspace,
a little
concerning, we see
we have about 50 products
here that are not
ready to be sold.
It looks like they're
missing their product
descriptions and
their SEO metadata.
For a merchandiser,
this probably
is an afternoon,
if not more,
of work that
needs to be done.
Thanks to Copilot
for Merchants,
we can very quickly
generate descriptions
and SEO metadata for all
50 of those products.
We're also able to do this
in multiple languages,
adjusted for tone and
seasonality as well.
I'm pretty happy with the
preview that I see here.
So I'm going to
go and apply that
to all of my products.
And just like that,
all 50 of my products
are ready for prime time,
ready to be sold online.
Our next step from
our guided setup
is branding our site.
As we go click
in here, we're
going to enter the URL
from our existing company
site, electra.com
and hit Get Branding.
Copilot is now going
out to our company site.
It's pulling in
our branding,
it's pulling in our
theming, the company logo
from that top
left of our site.
It's applying all of those
to our new storefront.
And we're seeing
a preview of what
that looks like on the
right-hand side here.
Pretty neat.
I'm cool with what
this looks like,
so I'm going to go ahead
and finish brand setup.
And let's go over
and take a look
at the new storefront
we've created.
Boom, here it is.
No compromises.
Beautiful,
enterprise-grade B2B
storefront that we created
in just a few clicks all
on the Einstein
1 Platform.
How easy was that?
[APPLAUSE]
Now you can see
we're actually
logged in now as Stacey,
the B2B buyer who
owns that fleet of
electric vehicles.
She's receiving another
personalized promotion
for accessories
courtesy of Data Cloud.
But unfortunately,
Stacey here is not--
she's not here
to buy today.
She's actually
here because she's
having an issue with
one of the cameras
in her vehicles.
So we're actually
going to head over
to Copilot for shopper
to see how it can help.
Remember earlier, this
is the same Copilot
that Kem used
to buy tires.
Fortunately, it's
also connected
to order management
and to service as well.
So we're going to go
ahead and ask Copilot,
we purchased in-car camera
and we're having issues.
Copilot's validating
that we are indeed
past the return policy
for this product
and asked us to describe
the issue in a little
more detail.
We're going to
go ahead and let
Copilot know we're
seeing a red lines going
across the center
of the screen.
Do you know how
to fix that?
And what Copilot
is now doing
is it's gone across
all the resources
that has access to,
including the knowledge
articles in our org.
And it's now
recommending Stacey
perform the self-service
option of a hard reset.
Now Stacey, unfortunately,
this doesn't work for her.
So what she's going to
do is she's going to ask,
is this covered
under a warranty?
Copilot validates
that she's
performed the
self-service product reset
and has validated that
Stacey's issue, in fact,
is covered underneath
the warranty.
In order to help Stacey
complete her process,
her shipment,
she's now going
to ship Stacey, as
well as all the context
of this conversation,
over to our live agent.
Let's take a look
at what that looks
like in Service Cloud.
As we're landing in
Service Cloud here,
we're noticing a
couple of things.
One, we have the
conversation history
from the live agent
right here in the middle.
We also have Stacey's
unified customer profile
on the left-hand
side here.
We see all of her
information, her lifetime
value, her CSAT
score, and finally,
an AI-powered
next best action,
which is in
fact to process,
the re-shipment that
Stacey is looking for.
Since we have
all that context,
we're able to generate
some text for our service
agent asking if Stacey
wants to process
this re-shipment.
It looks like Stacey does.
We're going to make sure
that this address we have
on file is the right one.
It looks like it is.
Good news.
With that, we're going
to go ahead and get
the re-shipment
process and let Stacey
know that this
is actually going
to arrive this Friday.
And of course, thank
her for her loyalty
before signing off.
Since we have a couple
extra minutes in our day,
let's jump over to
Data Cloud for Commerce
and check out the
marketing campaign
that Michael
launched earlier
for lease retention.
As we do that,
we're noticing
that this campaign is
going up and to the right.
That's what we
like to see.
But any good merchandisers
job is never done.
And actually, Copilot's
job is never done either.
We're going to try
and move the needle
a little farther.
Looks like Copilot
agrees that our campaign
looks pretty good,
which we like.
But it's also
now recommending
that we expand
that campaign
to target some additional
customers as well.
Very, very cool.
So that was a
lot of innovation
that we saw very,
very quickly.
So I'm going to
do a quick recap.
First, we saw Stacey
starting up her car
in the morning, getting
a personalized promotion
in the head
unit of her car,
and then being able
to purchase more
miles for the
lease on that car,
all without having to pull
out her credit card, not
having to go online
or talk to any person
before she even
left the driveway.
Next up, we saw Electra
launch, a brand new B2B
site in just a
few clicks, thanks
to help from our new
Copilot for Merchants
and our new Commerce
setup assistant.
And finally, we were able
to see Stacey come back
to the store having an
issue with our camera,
and Copilot for
Shoppers was
able to run through
a checklist of items
with Stacey, also go for
the self-service option
of a hard reset, which she
performed, then finally
handing things off
to a live agent only
when it was
absolutely necessary.
All of this is how
our customer, Electra,
is boosting their revenue,
also creating trusted
relationships with
their customers,
and consistent
connecting with them
across any channel.
Now for our final
chapter, I'd
like to welcome up my
good friend, Alex Bucher,
Vice President of
Product Management.
[APPLAUSE]
Thank you, Aaron.
That was electrifying.
[LAUGHTER]
Such a bad joke.
Hi, everybody.
My name is Alex Bucher.
And I lead product
for B2C commerce.
I've had the privilege
of watching the world's
largest retail brands
grow on Commerce
Cloud over the
past seven years.
And I'm excited
today to show you
how we're investing
in B2C commerce
more than ever before.
It all starts with
personalized journeys,
converging our data
and AI innovations
to create tailored
experiences
that delight customers,
accelerate time to market,
and boost what our
customers care about most,
conversion and revenue.
So I'm going to show you
a couple of innovations
that make B2C commerce
more capable than ever.
It starts with our
industry-leading
composable innovation
that accelerates time
to market with
powerful new APIs
and even custom
API capabilities,
improves flexibility
by allowing customers
to deploy composable
components on any page,
and provides more
personalization out
of the box.
Our order management and
inventory intelligence
enhancements provide
capabilities,
such as the ability to
easily reprice product,
excuse me, delivery
estimates on product
pages and AI-powered
inventory intelligence.
And finally, buy with
prime extends the reach
of our customers existing
Amazon relationships,
giving access
to thousands,
millions of prime
subscribers for that
near-instant
gratification--
Fast, free shipping,
free returns,
and of course, all
of those things
seamlessly integrate
into the site.
So before we start
here, I would
love to introduce you to a
friend and customer, Jenna
Posner, Chief Digital
Officer of Solo Brands,
who will join us
throughout this demo.
[APPLAUSE]
So I just moved
recently and, I
have a backyard
and a patio
to fill out for the
first time ever.
If you're like me, I
spend endless hours
scrolling Instagram
looking for inspiration,
honestly, more hours
than I'd like to admit.
But it's
Instagram, where we
come to really complete
this buying experience
and start our journey.
So I'm going to start
here and start scrolling
through Instagram.
And unsurprisingly, I land
on an ad for a Solo Stove.
That makes sense.
I've bought from
Solo before.
I actually have their
portable mesa stove.
I love to bring it to
the beach and friends
backyards and others,
but a fire pit
could be perfect
for my backyard.
So I tap in.
I land here on
the landing page,
and I scroll through
and guess what?
The first product
recommendation I see
is for the Bonfire 2.0.
I click in and
here on the page,
I can see all of
the information
about the product.
You can see its
specifications, reviews,
I can see even see
it rendered in 3D.
And all of this
is made possible
by composable
components powered
by composable storefront.
It allows brands like
Solo to break the mold
and really
personalize their way.
So I think it's perfect.
I'm going to go up,
add it to my cart.
But you know what,
I get distracted,
as I often do, and just
simply go about my day.
Sometime later,
though, on my phone,
I receive a notification
from WhatsApp.
It's the Solo bot powered
by Copilot for Shoppers
re-engaging me.
Now, this is a super
powerful experience.
Solo was able to
recognize who I am,
even though I was
shopping as a guest user
and had never logged in.
They were able to piece
together my past purchase
history, my previous
interactions
with their site,
and my engagement
through Instagram.
And on top of all
of that, because I'm
a loyal customer, they
offered me a 20% discount.
So this sounds
great, but I'm
wondering if this will
fit in my backyard.
So let me ask Copilot
and snap a picture
to see if it will help.
Solo replies not
only confirms
it will fit in my
backyard, however,
it also provides all
the specifications
necessary to make
that decision.
In addition to
that, it recommends
that I add the Solo
Adirondack Chairs to help
complete that set
and really fill out
my backyard.
And check this out.
It's the chairs
and my stove
all on my patio
in my own backyard
so I can really
visualize it.
Unique experiences,
like these are made
possible by partners,
such as ThreeKit.
So this is looking
pretty good.
I'm going to
reach back out,
and I'm asking
copilot, how much
does all of this cost?
And Copilot responds,
not only with the total,
but a link to a
pre-built cart.
I'm going to click
in, and here you
can see both products
as well as the promotion
already applied.
And checkout becomes
a breeze with options
like buy with Prime.
I simply select
buy with Prime,
sign in to my existing
Amazon account,
see all of my information
filled out here,
place the order and get
guaranteed fast delivery.
It's that easy.
So, Jenna, I
know you're super
excited about
this experience.
But before I kind
of let you loose,
how's your connections?
I know it's been
how many times now?
I think it's been
a decade, actually,
at this point.
It's amazing.
So tell us a little
bit more about us.
So I'm really excited
about the demo today.
And let me tell you what
really has inspired me.
First off, in no
particular order,
let's start with
buy with Prime.
Having the ability to
leverage the loyalty
and trust that
Amazon has generated
with their consumers
and transition that
into our DTC environment
is paramount.
Great opportunity to drive
conversion, obviously,
but there's a little
bit of a nuance value
proposition here as well.
So essentially
when a consumer
comes and transacts on
the site and leverages
buy with Prime, Amazon
is fulfilling that order.
So it's leveraging
inventory that's
sitting in FBA today.
So that means, that
translates to me
that I now have
a D2C platform
that I can
actually leverage
to de-risk my
FBA inventory,
which is really
interesting.
So one step further,
I can take a look
at my inventory
on marketplace.
I can maybe take
some bigger swings,
bigger risks, new
categories, new styles.
And once I'm not seeing
the volume or velocity
that I was
anticipating, boom, I
can flip on buy with
Prime at the PDP
level and leverage
my D2C environment
to drive throughput.
So really happy
to see that you're
investing in that.
All, right next
thing, one-to-one
personalization,
product recs, upsell,
cross-sell opportunities
all at the intersection
of AR.
I know we've all seen a
ton of awful AR use cases,
and so it's nice to see a
really, really good one.
Putting our product in
context of the consumer's
buying process
and giving them
confidence in
the sales process
that it's the
right product
for them is definitely
going to help
us drive conversion.
The thing I'm most excited
about in this entire thing
is really the WhatsApp
implementation.
I think we've all seen
while we're all leaning
into AI, we're
leveraging it
as aggressively
as we can, we're
trying to go one-to-one as
often as we can with email
and SMS, it's hard.
And it's still very one
to many in a lot of cases,
and it's starting to get
a little commoditized.
So the idea of having a
new communication channel
that requires a level
of back and forth
and engagement
and communication
with the consumer
that's so intimate
is a really
great opportunity
to drive that affinity,
that customer engagement,
and give us an opportunity
to really reinforce
the brand voice,
which is really nice.
And of course, as an
international brand,
being in the pockets of
our European consumers
is a huge lift
for us as well.
Of course.
Awesome.
Well, do you want to see
how it all comes together
and how it's powered?
Nope.
[LAUGHTER]
Wrong answer.
[LAUGHTER]
Well, here we
are in Data Cloud
for Commerce on the
inventory intelligence
dashboard.
As I scroll here, you
can see in the top right
that we have excess
inventory for the Bonfire
2.0.
So I'm wondering, what
can I do about that?
I scroll down, and I see
an insight recommending
that I create a segment
and launch a campaign.
So let's do it.
We're going to use
Visual Builder to create
a real-time segment.
We're going to name and
define that segment.
And here we can
preview the segment
and adjust the
marketing attributes.
But this is another
extremely powerful moment.
This segment that
we've just created
and we've used
in these demos
is the same segment that
was used to target me
on Instagram.
It's this same
segment that
was used to reengage
me on WhatsApp
via Marketing Cloud.
And it's the
same segment that
was used to create that
promotion on Commerce
Cloud.
This is where it
all comes together
with that power
of commerce,
plus marketing, plus data
all through all of this.
So now we've been
running those campaigns
and promotions for
a couple of days.
We jumped forward
into the future.
We're back here in the
inventory intelligence
dashboard, and we
want to see how it all
comes together.
I can see here
that we no longer
have excess inventory
for the Bonfire 2.0.
Our inventory
levels have settled,
and we're back on track.
No, Jenna, I would call
that mission accomplished,
but I know this is
very important part
of the journey for you.
Can you tell us a
little bit about why?
Yeah.
I vaguely remember when
you demoed this to me
for the first
time, and I think
I was actually
fist pumping
during the zoom call,
which was great.
I mean, listen, we're
planning our promotions,
what?
6 months, 12
months in advance.
And the best laid
plans sometimes
macroeconomic forces
happen, sometimes
products catch
fire pun intended,
and sometimes we
have an inventory
depth or a lack
of inventory
that we hadn't
anticipated.
And so having the ability
to leverage inventory
depth at the
intersection of relevance
when it comes
to promotions
is going to be a huge lift
and a big problem solver.
So I'm super
bullish on it.
And listen, I've been
at so many of these.
I think what's so exciting
about this demo is
that all of
these use cases
are relevant,
measurable, and I
can't imagine a retailer
in the room not being
really bullish on it.
So, great job.
Thank you.
Well, can we have
round of applause
for Jenna, everybody?
[APPLAUSE]
All right.
Now let's bring
all that together.
So we saw how brands
like Solo leverage
our composable and
headless innovation
to build beautiful
B2C experiences.
We saw how order
management, inventory
insights was the basis
of our personalization,
our promotion, and our
re-engagement journey.
And we converted
by giving millions
of Prime subscribers
access to buy with Prime,
to make checkout and
order fulfillment
fast and convenient.
And we showed how our
data and AI innovations
converge to turn
insights into actions,
into revenue across the
full customer journey
on the number one AI CRM.
Pretty cool, right?
So, thank you.
So with that,
please join me
in welcoming back
Michael Affronti
to close us all out.
Awesome.
Thanks, man.
[APPLAUSE]
All right.
Thanks, Alex.
The thing that I
wanted to end with,
other than pulling
my suit down, is--
here we go.
All right.
So I've got something
else to launch today.
It's actually
not a product,
but it's a web page.
So we've heard
from our customers.
We want to know
what's going on inside
of Commerce Cloud.
So we'd love
for all of you
to take your
phones out, take
a picture of this very
important QR code.
We are launching
today-- it actually
launched about four hours
ago-- our new Commerce
Cloud innovations page.
This is an incredibly rich
and dynamic page that's
going to feature
every Commerce Cloud
innovation that we
have in the market.
It's got videos from
myself, the entire product
management team.
Over the course
of the year,
we're going to have our
engineering leadership
doing videos showing you
the raw guts of what's
happening in Commerce
Cloud innovation.
We're going to have
customer use cases.
This is going to be your
new single source of truth
to learn about what's
happening with Commerce
Cloud innovations
throughout the year.
And where's our
marketing team?
Kelly, everyone who's
on our marketing team,
raise your hands.
Yeah.
Thank you guys for putting
this page together.
I also often get asked--
I'm going to just share
this quick anecdote.
I get asked
like, what am I
most excited about
in everything
that you guys saw?
And I don't play favorites
with my innovation.
I think it's all
equally cool.
But the thing I
actually wanted to share
was that we have
been co-building
a lot of these experiences
with our customers.
We had over a dozen
customers in the Copilot
for Shoppers pilot
program running
over the last seven
months to help influence
the design of
that experience
because we don't
take it lightly
that we are literally
changing the way that you
can interface with
your customers
and they can shop
on your site.
Copilot for Merchants,
the same thing,
we've had a pilot
running in a beta
where we've had real
customers trying it out
and giving us feedback.
Does product
descriptions work?
Does SEO built by our AI
actually work for you?
So my hope is that you get
really inspired by some
of this innovation.
And we're going to
have opportunities
throughout the
year for you guys
to raise your
hands as customers
and SIs to jump into
betas and pilots.
We want even more
collaborative innovation
with our community.
And it's been such
a special thing
over the last
couple of months.
So thank you
guys for that.
The other thing I
wanted to call out
just because,
again, maybe I do
have favorite
innovations, I don't know.
The Copilot for
Shoppers stuff
is super cool,
but the analytics
that we are
building and we just
launched with our
Data Cloud connection,
we now have, by
our estimates,
more out of the
box analytics
for Commerce Cloud
than any Commerce Cloud
platform or any commerce
platform in the market.
And what's even cooler
is that that's all
built on our normal
underlying analytics
technology at Salesforce,
which means customers,
partners you can
customize those analytics
and build your own on
top of the Data Cloud
information.
I really think
that this is
going to be a
new superpower
for our developer
community building custom
analytic dashboards.
So I'm so excited for
you guys to check it out.
Please scan the QR
code and learn more.
I have another
thing for you.
I've heard since I joined
Commerce Cloud about
a year and a
half ago, it's
kind of hard to
buy Commerce Cloud.
So I apologize for that.
We've been working
hard on that, too.
And what we are
also launching today
is our new Commerce
Cloud editions.
These are going to
be coming next month.
This is a complete
repackaging
of the way you can
purchase Commerce Cloud.
And very
specifically, we now
include Data Cloud credits
and Einstein GPT credits
and functionality, like
order management right out
of the box.
So if you're a new
customer or if you're
a partner selling
to new customers,
this makes it super easy
to get going with commerce
without having to buy 11
different things at once.
And then there are a great
upgrade options and ways
to add on more Data
Cloud and more Einstein.
So really excited
about our new pricing
and packaging.
We'll have a lot more
details coming out
in the next month.
There's also a
call out here
for something else we're
very excited about,
which is a brand
new headless SKU.
So we've had customers
running headless
on our platform for
over three years,
but what we've
decided to do
is make it really
easy to get started.
So we now have great
headless pricing
that really maps to what
APIs you're going to use
and makes it a lot
more easy to buy.
So we're excited
about this as well,
our new headless SKU
And for those of
you that are hungry,
we have one more thing
we're launching today,
which is pizza.
So we're very sorry that
this kind of overlapped
a little bit with lunch.
So if you take a
picture of this slide
and you show it to
the team on level 3,
you're going to get
some free pizza.
Being from
Brooklyn, I can't
qualify how good it is
or not, but it's pizza.
So please, enjoy
that on us.
And thank you,
guys, again,
for hanging out with us.
And with that, I'm going
to say my final thank you
and my final ask is
come see us on the team.
We're going to be at
the campground all day.
And I'm doing some
SICs with you guys.
Please come say hi.
We love meeting
our customers
in the community.
Grab a picture,
grab some pizza,
come see the innovations,
and have a great rest
of your Connections.
Thank you, guys.
[APPLAUSE]
[MUSIC PLAYING]
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Power Growth Everywhere with the #1 AI Commerce Platform
Join us for groundbreaking innovations designed to help any business quickly increase sales and reduce costs by activating commerce on the #1 AI Platform for Commerce.
Starring
- Kemberly GongSr. Director, Product Marketing, Salesforce
- Michael AffrontiSVP & GM, Commerce Cloud, Salesforce
- Alex BucherSVP, Product Management, Salesforce
- Jenna PosnerChief Digital Officer, Solo Brands
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