Retail is at a crossroads. The pandemic accelerated a seismic shift in consumer behavior, with shoppers now seamlessly moving between digital and physical channels. This omnichannel reality is here to stay: 75% of U.S. consumers now bounce between mobile, in-store, web, and curbside, expecting frictionless experiences at every touchpoint. Yet, as retailers race to meet these expectations, they face mounting margin pressures, the need to reinvent stores, and the imperative to unlock new revenue streams—such as retail media networks. The challenge is clear: how can retailers deliver unified, personalized experiences that drive both profitability and customer loyalty?
Retailers recognize that the future lies in unified commerce—integrating digital and physical operations to create a single, seamless customer journey. However, achieving this is easier said than done. Many organizations struggle with legacy technology, siloed data, and fragmented priorities. According to recent research, while 90% of retail leaders know what needs to be done to improve e-commerce profitability, less than half are able to execute due to these operational and organizational barriers.
This is where Publicis Sapient and Salesforce come in. By combining deep retail expertise with the world’s leading CRM and experience platforms, we help retailers break down silos, modernize their technology stacks, and orchestrate journeys that span every channel. Our approach is rooted in a playbook that prioritizes:
Personalization is no longer a nice-to-have; it’s a competitive necessity. Today’s consumers expect brands to know them, anticipate their needs, and deliver tailored experiences in real time. Yet, many retailers are drowning in data but starved for actionable insights. The key is to unify first-party, second-party, and third-party data across all touchpoints, then activate it to drive meaningful engagement.
Publicis Sapient and Salesforce help retailers harness the power of Salesforce Data Cloud and advanced AI to:
This unified approach not only delights customers but also drives measurable business outcomes. For example, leading retailers have seen significant increases in engagement, conversion, and revenue by deploying real-time personalization strategies powered by Salesforce and Publicis Sapient.
As e-commerce growth normalizes, the role of the physical store is being reimagined. Stores are no longer just points of sale—they are hubs for fulfillment, brand experience, and community engagement. Retailers are investing in:
Publicis Sapient and Salesforce enable this transformation by providing the technology and strategy to connect digital and physical experiences, ensuring that every store visit is personalized, efficient, and memorable.
With margin pressures intensifying, retailers are turning to retail media networks (RMNs) as a high-growth, high-margin revenue stream. By leveraging their rich first-party data and digital properties, retailers can offer targeted advertising opportunities to brands and suppliers. Publicis Sapient and Salesforce help retailers:
This not only generates new revenue but also deepens customer relationships by ensuring that advertising is relevant and value-adding.
The next frontier in retail is about more than technology—it’s about orchestrating unified, personalized experiences that drive both profitability and loyalty. Publicis Sapient and Salesforce are uniquely positioned to help retailers navigate this journey, offering:
Retailers who embrace this holistic approach are already seeing results: higher engagement, increased revenue, and stronger customer loyalty. The future belongs to those who can bridge the gap between digital and physical, turning every interaction into an opportunity for growth.
Ready to transform your retail experience? Connect with Publicis Sapient and Salesforce to unlock the next frontier of omnichannel personalization and experience transformation.