Perficient continues to be recognized in the industry as a leader in commerce strategy and implementation, achieving awards from partners and industry organizations as well as inclusions in key analyst reports. Our experts’ insights on distributed and dynamic commerce strategies, including distributed channels such as social media, influencer content, shoppable media, and GenAI as a catalyst for dynamic interactions, have been fueling conversations both with our clients and on the show floor of major industry tradeshows.
Most recently, Perficient was interviewed by Forrester for insights into the landscape of commerce in the United States. We believe our inclusion in The Future of Commerce (US), Distributed And Dynamic Commerce Strategies Pave The Way To Intelligent Commerce by Chuck Gahun reflects Perficient’s commitment to innovation within an ever-changing commerce landscape, as well as our ability to construct high-impact solutions that evolve as AI becomes more prevalent in commerce strategies.
Our Key Takeaways: Consumers Demand Smarter Commerce
While much has changed since the inception of ecommerce, some core truths still stand the test of time. Consumer confidence remains a crucial factor throughout the shift from in-store to online shopping. Brand value significantly contributes to consumer confidence and has grown in importance, especially regarding customer lifetime value and affinity. To keep pace with changes, there is an increased demand for AI and intelligent commerce.
Intelligent commerce is defined in two ways:
- Commerce that will inherently evolve from assisted and anticipatory to agentic.
- Consumer emotion is included as part of the equation.
Intelligent commerce interactions of this type will find ways for agentic models to understand emotion, sentiment, and dialect to make recommendations, truly bringing immersive shopping to life in a channel-less fashion.
“The shift to agentic commerce will introduce emotional elements at every interaction with consumers, thus deepening their connection to these brands,” says Justin Racine, Principal, Commerce Strategy.
Companies are finding ways to incorporate AI into experiences throughout the customer journey. We’re beginning to see what’s now known as “phygital,” a blending of traditional screens for shopping and their incorporation into daily life.
Omnichannel for Overall Better Commerce
Omnichannel initiatives can be costly and time-consuming. At Perficient, we’ve helped many clients navigate this complex maze by creating seamless omnichannel experiences, from sentiment analysis to contact center and chatbot creation and training. However, the Forrester report states, “Only 21% of B2C business and technology professionals report their organization is prioritizing efforts to improve omnichannel initiatives, but consumer expectations for omnichannel experiences are higher than ever — across all consumer cohorts.” This dissonance between prioritization and consumer expectation will lead to major needs for increased commerce innovations in the future, especially if customer experience is to be at the forefront to nurture lasting relationships with audiences at every touchpoint.
Brands are looking for ways to connect more with customers and create experiences that resonate across channels, depending on where customers are in the process. With hyper-personalization and AI, customer data points around behavior can be synthesized through AI to create experiences that resonate with those customers.
Explore how to leverage customer data and utilize generative AI to help guide your omnichannel solutions.
Access the report here (available to Forrester subscribers or for purchase).
Source: Read MoreÂ
