Commerce Innovators

• 113: Connections 2025: Day 1 – Conversations with Hanna Andersson, CITGO, Contentstack, Ecolab, and Advanced Turf

  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. Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review,” then a quick line with your favorite part of the episode. It only takes a second, and it helps spread the word about the podcast. 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 *** 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.

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• 112: Findings on AI and Product Discovery from Coveo's 2025 Commerce Relevance Report, Featuring Peter Curran, General Manager of Commerce

  Explore the cutting-edge world of AI-driven product discovery in e-commerce with this episode’s guest, Peter Curran, General Manager of Commerce at Coveo. This episode examines the evolving role of AI technologies, including retrieval-augmented generation, in enhancing the online shopping experience.  From tackling common challenges on platforms like Instagram to the importance of trust in AI adoption, Peter shares compelling examples that illustrate AI's impact on contextual relevance and user experience. Join us as we explore the future of shopping and the collaborative approach required to navigate the rapidly evolving landscape of agentic commerce. Show Highlights: Overcoming e-commerce challenges using AI technologies like retrieval-augmented generation (RAG). The role of AI in improving contextual relevance and providing a seamless shopping experience. The importance of trust and agility in AI adoption within e-commerce platforms. The significance of comprehensive content and user-generated feedback in bridging product discovery and purchase decisions. Examination of how social media influences product discovery, but often does not complete the purchasing journey. Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review,” then a quick line with your favorite part of the episode. It only takes a second, and it helps spread the word about the podcast. Supporting Resources: Peter Curran on LinkedIn: https://www.linkedin.com/in/petercurran/  Coveo: https://www.coveo.com/en  Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/  Join the Commerce Cloud Community: https://sforce.co/commerce-crew *** 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.

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• 111: Forter Touts the Importance of Trust in the Agentic Era, Featuring Doriel Abrahams, Principal Technologist

  Discover how the future of digital commerce is being reshaped by trust and AI in this episode of the Commerce Innovators Podcast. Doriel Abrahams from Forter joins Caleb Ryan to discuss the evolution of Forter from a fraud prevention platform to a comprehensive trust platform. They explore how businesses can maximize customer lifetime value through trust-based environments and the emergence of autonomous commerce.  This episode underscores the importance of understanding user legitimacy and behavior to minimize friction and enhance customer experience while tackling the challenges posed by technological advancements. Show Highlights: Exploration of trust as the foundational currency in digital commerce and its impact on consumer loyalty. The role of AI in enhancing consumer interactions and transaction efficiency. The challenges and benefits of distinguishing between beneficial AI agents and harmful bots. The future potential of autonomous commerce and its implications for consumer behavior and merchant strategies. Importance of understanding user legitimacy to reduce false declines and improve customer experiences. How technological advancements are reshaping the e-commerce landscape and trust dynamics. Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review,” then a quick line with your favorite part of the episode. It only takes a second, and it helps spread the word about the podcast. Supporting Resources: Doriel Abrahams on LinkedIn: https://www.linkedin.com/in/doriel-abrahams/  Forter: https://www.forter.com/partners/salesforce/  Read the article that sparked this conversation: https://www.linkedin.com/pulse/ai-agents-ecommerce-opportunity-fraud-prevention-l0yuc 2024 Forter Trust Premium Report: https://explore.forter.com/2024-trust-premium-report/p/1?utm_source=partner&utm_medium=salesforce&utm_campaign=trust_premiumreport_Q424&utm_term=&utm_content=sftpr24  Connect with Forter at Connections 2025: https://hello.forter.com/salesforce-connections-2025?utm_source=partner&utm_medium=salesforce&utm_campaign=FY25Q2_Salesforce_Connections&utm_term=partnermarketing  Attend Forter and Salesforce's Celebrity Chef Dinner at Connections 2025: https://hello.forter.com/salesforce-connections-dinner?utm_source=partner&utm_medium=salesforce&utm_campaign=FY25Q2_Salesforce_Connections_Chef_Dinner&utm_term=commerceinnovators  *** 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.

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• 110: Interface Applies B2C Strategy to Its B2B Business, Featuring James Pope, Global Head of Digital Marketing and Analytics

  Discover the journey of Interface as they revolutionize the home furnishings industry by integrating AI and data-driven strategies. In this episode, James Pope, global head of digital marketing and analytics at Interface, shares how the company leverages Salesforce products like MuleSoft, Marketing Cloud, and Sales Cloud to both B2C and B2B customer experiences.  Learn the pivotal role of data governance and AI in their strategic initiatives, and how Interface's approach to blending traditional and digital methods boosts commercial productivity while fostering trust and compliance with global data privacy standards. Join us to explore the future of home furnishings in the digital age. Show Highlights: Interface's innovative use of the B2C brand, Flor, to optimize B2B operations and enhance customer experiences Integration of Salesforce products for seamless, personalized customer journeys in B2B and B2C contexts Emphasis on data governance, AI integration, and global data privacy compliance as critical components of Interface's strategy Use of Salesforce Commerce Cloud as a central hub for dynamic order management and AI-driven recommendations The role of AI agents in improving customer service and commercial productivity at Interface Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review,” then a quick line with your favorite part of the episode. It only takes a second, and it helps spread the word about the podcast. Supporting Resources: James Pope on LinkedIn: https://www.linkedin.com/in/jamespope/  Interface: https://www.interface.com/US/en-US.html  Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/  Join the Commerce Cloud Community: https://sforce.co/commerce-crew Attend Connections 2025: https://www.salesforce.com/connections/ *** 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.

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• 109: Blue Rabbit Vet Delivers on Ecommerce Expectations for Both Pet Owners and Veterinarians, Featuring Jennifer Macdonald, Director of Ecommerce, Product

  Unlock the potential of veterinary e-commerce with information from Jennifer Macdonald, Director of E-Commerce at Blue Rabbit. In this episode, Jenny discusses how Blue Rabbit is revolutionizing pet healthcare by providing veterinarians with white-label e-commerce storefronts, allowing them to focus on excellent care while improving the pet owner experience.  Learn about the role of Salesforce and AI in optimizing customer journeys and boosting satisfaction, and discover the importance of a seamless shopping experience in building trust. If you're in the veterinary field or a pet enthusiast, this episode offers a glimpse into the future of pet care commerce. Show Highlights: Blue Rabbit's innovative white-label e-commerce solutions for veterinarians. Role of Salesforce and data analytics in enhancing the veterinary e-commerce experience. Challenges and strategies in catering to both veterinarians and pet owners. Integration of AI and advanced technology to improve customer service and streamline operations. Importance of trust and seamless experience in the pet care industry. Follow and Review: We’d love for you to follow us if you haven’t yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We’d love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select “Ratings and Reviews” and “Write a Review,” then a quick line with your favorite part of the episode. It only takes a second, and it helps spread the word about the podcast. Supporting Resources: Jennifer Macdonald on LinkedIn: https://www.linkedin.com/in/jenniferlmacdonald/  Blue Rabbit Veterinary: https://bluerabbit.vet/  Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/  Join the Commerce Cloud Community: https://sforce.co/commerce-crew Attend Connections 2025: https://www.salesforce.com/connections/ *** 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.

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