In today’s digital-first world, the boundaries between discovery, engagement, and purchase have all but disappeared. Messaging and social platforms—WhatsApp, TikTok, Facebook, and Instagram—are now the front lines of commerce, where brands and customers connect in real time. For marketing, commerce, and digital leaders, the challenge is clear: orchestrate seamless, AI-powered conversations across every channel, unify customer data, and deliver personalized journeys that drive measurable business value. Publicis Sapient, in partnership with Salesforce and Meta, is leading the way in this new era of omnichannel conversational commerce.
Conversational commerce is more than a trend—it’s a fundamental shift in how brands build relationships and drive growth. Customers expect instant, authentic interactions on the platforms they use every day. Consider these statistics:
Brands that harness these platforms to deliver seamless, AI-powered conversational experiences are redefining customer expectations and unlocking new avenues for growth.
Today’s connected consumer expects a consistent, personalized experience across every touchpoint. Research shows:
Delivering on these expectations requires more than technology—it demands a unified strategy, integrated data, and intelligent automation. Fragmented experiences and siloed data are barriers to effective engagement. By unifying customer profiles and orchestrating journeys across messaging and social platforms, brands can:
As a leading Salesforce partner, Publicis Sapient brings together deep industry expertise, advanced AI capabilities, and a pioneering partnership with Meta to help brands unlock the full potential of conversational commerce. Our approach integrates Salesforce’s Commerce, Marketing, and Service Clouds with WhatsApp, TikTok, and Meta, enabling:
A leading global grocer revolutionized customer engagement by integrating WhatsApp with Salesforce Marketing Cloud. The result: turbocharged engagement, personalized offers delivered directly within the messaging app, and a measurable boost in acquisition, retention, and campaign effectiveness.
A global beverage company unified its customer touchpoints to deliver personalized messaging, rewards, and exclusive experiences to its most loyal fans. Leveraging Salesforce Experience Cloud and conversational engagement, the brand deepened relationships and fostered a vibrant community of advocates.
L’Oréal partnered with Publicis Sapient to launch over 60 DTC sites across the Americas, powered by Salesforce Commerce Cloud. Agile delivery and automated processes reduced time-to-market, while integration with social commerce channels like TikTok and Meta expanded reach and conversion.
Publicis Sapient’s exclusive WhatsApp for Salesforce Accelerator provides brands with a modular toolkit to rapidly implement conversational experiences at scale. Key features include:
This accelerator enables brands to:
With over 20,000 digital experts and a proven track record of delivering measurable outcomes, Publicis Sapient is uniquely positioned to help brands lead in the era of conversational commerce. Our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—ensure that every solution is tailored, scalable, and future-ready. Our outcome-driven approach, proprietary accelerators, and collaborative Value Alignment Labs ensure rapid, measurable results—empowering you to differentiate, grow, and build lasting customer relationships.
Ready to unlock growth with conversational commerce and omnichannel engagement? Connect with our experts to discover how Publicis Sapient and Salesforce can help you deliver seamless, AI-powered experiences across WhatsApp, TikTok, Meta, and beyond.