In this episode, we explore the role of AI in reshaping both B2C and B2B commerce. Joined by Neha Sampat, Tracie Pruden, Katie Youmans, Matt Ezyk, and Stephanie Melott, we examine the future of agentic commerce, including the impact of large language models like ChatGPT on traditional search engines and the rise of autonomous shopping. The discussion highlights the power of personalization in digital experiences, leveraging platforms like Salesforce and ContentStack to create hyper-personalized customer experiences.

We also look at the role of AI agents in improving customer service and sales in the B2B sector, alongside insights from Ecolab on data unification and monetization. The episode concludes with success stories of phased implementations in order management systems, emphasizing a gradual approach to achieving outcomes in commerce.

Show Highlights:

• Exploration of agentic commerce and AI's impact on B2C and B2B markets.
• The decline of Google search traffic and rise of LLMs like ChatGPT.
• The future of autonomous shopping and the potential for 25% of B2C shopping to be automated by 2030.
• Salesforce's strategies for creating hyper-personalized digital experiences through composable content and data integration.
• The role of AI agents in enhancing B2B commerce, improving customer service, and automating sales tasks.
• Ecolab's focus on data unification and monetization to create seamless customer journeys and enhance experiences.

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Supporting Resources:

• Neha Sampat - LinkedIn: https://www.linkedin.com/in/nehasampat/ | Contentstack: https://www.contentstack.com/
• Tracie Pruden - LinkedIn: https://www.linkedin.com/in/tracie-pruden-008b066/ | Advanced Turf: https://www.advancedturf.com/
• Katie Youmans - LinkedIn: https://www.linkedin.com/in/katelynyoumans/ | Ecolab: https://www.ecolab.com/
• Matt Ezyk - LinkedIn: https://www.linkedin.com/in/mezyk/ | Hanna Andersson: https://www.hannaandersson.com/
• Stephanie Melott - LinkedIn: https://www.linkedin.com/in/stephanie-melott-776985138/ CITGO: https://www.citgo.com/operations/products/lubricants
• Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/
• Join the Commerce Cloud Community Unofficial Slack: https://sforce.co/commercecrew

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Episode Credits

If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com. Let them know I sent you.