EPAM’s Salesforce Unified AI Personalization Hub is an innovative solution that helps retail and consumer brands unlock the full potential of their Salesforce ecosystem to deliver seamless, data-driven experiences across all channels.
Personalization has transformed from an optional feature into a critical driver of exceptional customer engagement. By seamlessly connecting and orchestrating interactions across Salesforce Commerce Cloud, Service Cloud, Loyalty Cloud, Marketing Cloud and Data Cloud, along with AI capabilities enhanced by Agentforce, businesses can deliver real-time, 360-degree personalization at every digital touchpoint.
Integrated loyalty programs and hyper-personalized campaigns boost customer lifetime value, while AI-driven automation streamlines operations — empowering retail and direct-to-consumer organizations to build stronger relationships, enhance customer loyalty and drive sustainable growth.
Personalization Challenges
For Retail & Consumer Brands
Disjointed customer experience (CX) across channels (web, mobile and stores) caused by siloed data and legacy systems, limiting the ability to personalize.
Multi-channel maintenance putting high pressure on content and merchandising departments.
Manual or reactive customer service — contact centers for example, are being overwhelmed with repetitive inquiries like order status checks and returns – these swivel-chair activities lead to long resolution times.
Limited personalization and segmentation, with campaigns not tailored or aligned to behavior or preferences, and websites that offer no personalization on the storefront.
Rigid commerce architecture that is slowing down innovation and resulting in long lead times for storefront or promotional activity.
No framework in place to triage, recommend or operationalize AI automation.
Key Features & Benefits
With EPAM’s Salesforce Unified AI Personalization Hub for Retailers, you can deliver the personal, modern experiences that customers expect:
OUR CLIENT SOLUTIONS & ENGAGEMENTS
We have worked with several large-scale retail and consumer brands globally, leveraging multiple elements of this offering to scale operations and maximize investment value. We’ve helped brands to maximize utilization of Salesforce Marketing Cloud and offer unparalleled customer experience and preference alignment through implementation of our personalization accelerator. We have also supported a global beauty brand in rolling out a global composable commerce solution, combining best-in-breed technologies for its needs and offering a slick and fast UI/UX for both brand marketers and customers. Additionally, we’ve assisted retail brands in unifying customer service and marketing data, transitioning from legacy systems and integrating with a composable storefront.
Our Accelerators
