Salesforce Experience Design for Retail: Omnichannel Personalization and Unified Commerce

Retail is undergoing a profound transformation. Today’s consumers expect to move effortlessly between digital and physical touchpoints—browsing online, buying in-store, picking up curbside, and engaging with brands on social media—all while receiving a consistent, personalized experience. For retailers, delivering on these expectations is no longer optional; it’s essential for profitability, loyalty, and long-term growth.

Yet, many retailers are held back by legacy systems, siloed data, and fragmented customer journeys. The challenge is clear: how can retailers break down these barriers to orchestrate unified, omnichannel experiences that drive both customer satisfaction and business results?

Publicis Sapient partners with retailers to unlock the full potential of Salesforce, the world’s leading CRM and experience platform. Our approach is rooted in deep retail expertise and a proven playbook for digital business transformation. We help retailers:

• Break down data silos to create a 360-degree view of every customer
• Orchestrate omnichannel journeys that span web, mobile, in-store, and beyond
• Deploy real-time personalization at scale, turning data into loyalty and revenue
• Integrate MarTech and AdTech to maximize marketing ROI and unlock new revenue streams
• Modernize supply chains to support new fulfillment models and customer expectations
• Reinvent stores as experiential hubs that bridge digital and physical engagement

Unified commerce is the future of retail. By integrating digital and physical operations, retailers can deliver a single, seamless customer journey—regardless of where, when, or how a customer chooses to engage. Publicis Sapient and Salesforce help retailers modernize their technology stacks, connect disparate systems, and enable:

• Frictionless digital customer experiences
• Omnichannel commerce and fulfillment
• Consistent, high-value customer service across all channels

Our expertise in Salesforce Commerce Cloud, Data Cloud, and Marketing Cloud ensures that every interaction is relevant, timely, and tailored to the individual.

Personalization is now a competitive necessity. Today’s shoppers expect brands to know them, anticipate their needs, and deliver tailored experiences in real time. Publicis Sapient and Salesforce empower retailers to:

• Unify first-, second-, and third-party data for a holistic customer view
• Activate AI-driven recommendations to increase conversion and lifetime value
• Orchestrate personalized journeys across web, mobile, email, social, and in-store
• Enable associates with clienteling tools that bring digital insights into the physical store

This unified approach not only delights customers but also drives measurable business outcomes—higher engagement, increased revenue, and stronger loyalty.

As margin pressures intensify, retailers are turning to retail media networks (RMNs) as a high-growth, high-margin revenue stream. By leveraging rich first-party data and digital properties, retailers can offer targeted advertising opportunities to brands and suppliers. Publicis Sapient and Salesforce help retailers:

• Build and scale RMN platforms that monetize both digital and physical assets
• Integrate MarTech and AdTech to deliver measurable ROI for advertisers and seamless experiences for shoppers
• Activate unified audience insights for more effective media planning and automation

This not only generates new revenue but also deepens customer relationships by ensuring that advertising is relevant and value-adding.

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. Publicis Sapient and Salesforce enable retailers to:

• Implement flexible store formats that support click-and-collect, returns, and experiential shopping
• Empower mobile-enabled associates with real-time access to customer profiles, inventory, and promotions
• Integrate loyalty and clienteling programs that bridge online and offline engagement

Every store visit becomes an opportunity to deliver a personalized, efficient, and memorable experience.

Modern retail demands agile, data-driven supply chains that can support omnichannel fulfillment and anticipate demand. Publicis Sapient leverages Salesforce to:

• Integrate supply chain data with customer insights for smarter inventory and fulfillment decisions
• Enable real-time visibility across the value chain
• Support new fulfillment models such as ship-from-store, curbside pickup, and same-day delivery

This ensures that retailers can meet customer expectations while optimizing costs and driving profitability.

Leading retailers have partnered with Publicis Sapient and Salesforce to achieve:

• Omnichannel personalization at scale and continuous optimization (e.g., Asda)
• Faster release cycles and innovation in e-commerce (e.g., Pandora)
• Unified customer profiles and real-time insights to anticipate supply-demand and launch new products
• Significant revenue uplift and enhanced customer engagement

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 offer:

• End-to-end digital business transformation: From strategy and experience design to engineering and data activation
• Proven accelerators and frameworks: To rapidly deploy unified commerce, personalization, and RMN solutions
• Deep industry expertise: In retail-specific challenges, from store reinvention to supply chain optimization

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 unified commerce.

Relevant Links

• Salesforce Experience Design Playbook
• Conversational Experience Transformation: Integrating WhatsApp and Salesforce for Real-Time Customer Engagement
• Organizational Excellence for Customer Engagement: The Customer Engagement Transformation Office (CETO) Framework
• L’avenir du commerce de détail européen : Personnalisation omnicanale et transformation de l’expérience avec Salesforce et Publicis Sapient (Europe)
• La Nueva Frontera del Retail en América Latina: Personalización Omnicanal y Experiencia Unificada con Salesforce y Publicis Sapient (LATAM)
• Accelerating Healthcare Engagement with Salesforce Life Sciences Cloud
• Salesforce Experience Design Playbook