Salesforce has announced that it will work with Williams-Sonoma to deliver highly targeted and more personalized interaction with shoppers.
With a more complete view of customer preferences and engagement, Williams-Sonoma should be able to better anticipate customers’ needs and deliver personalized customer connections for every life stage from furnishing a first apartment to building a wedding registry, Salesforce noted. In using Salesforce technology, Williams-Sonoma’s in-house technology team can scale and innovate quickly to deliver highly tailored and relevant connections to customers during their busiest seasons including Black Friday.
The partnership will help Williams-Sonoma:
- Deliver Tailored Experiences. Using Data Cloud and Marketing Cloud, Williams-Sonoma can create a unified view of customers across all of its brands and improve customer engagement. The retailer will be able to explore Salesforce Einstein’s generative AI capabilities to deliver more personalized communications both at scale and efficiently.
- Faster Time to Value. Williams-Sonoma saw accelerated time to value by partnering with Salesforce Professional Services, deploying Data Cloud and Marketing Cloud to compose personalized emails at an unprecedented scale.
- Accelerate Growth. Williams-Sonoma, Inc. is streamlining its B2B sales process with Sales Cloud and Service Cloud, allowing B2B customers such as hotels, restaurants and resorts to swiftly order in bulk. Both Sales and Service Cloud help the B2B teams analyze customer activity and identify potential upsell opportunities.
- Increase Collaboration. With centralized data and AI-driven search as a component of work and interaction, Williams-Sonoma can streamline collaboration across in-house technology teams.
“We put our customers at the center of everything we do and are constantly focused on finding new ways to better serve them,” said Laura Alber, CEO, Williams-Sonoma, in announcing the partnership. “We have always had a history of in-house innovation. However, bringing in Salesforce as a partner to help us augment that innovation and continually improve the connection to our customers made sense. They are not afraid to grow with us and help us scale our marketing email program while sharing a core value of trust.”
Brian Millham, Salesforce president and COO, asserted. “AI is changing everything: customer experiences, company operations and work itself. The Williams-Sonoma team is at the forefront of the industry, using data in a way that builds trust, understanding, and elevates the entire customer experience.”
Alber added, “AI helps our teams make more informed decisions, it creates efficiencies within our business, and it allows us to be agile as we connect with millions of our customers around the world on a daily basis.”
