A Unified Commerce Strategy

with Ian Bezanson

How do you provide customers with a seamless and consistent shopping experience across all channels, from online to in-store? Ateko’s Ian Bezanson shares his insights on what can happen when digital knowledge meets human connection.

Transcript:

Nichole: We’re here with Ian Bezanson, Salesforce Commerce Cloud Practice Lead at Ateko and today we’re talking about Unified Commerce – providing customers with a seamless and consistent shopping experience across all channels, from online to in-store. What’s the biggest disconnect in retail today? 

Ian:  The biggest gap in retail today is between your online store and your physical one. Your customer spends hours browsing online, but when they walk into your store, your associate is blind to all of it.

Nichole:  So what’s the desired end-state? What’s a scenario where a more connected experience would benefit the customer?

Ian: Imagine  if that associate could see your customer’s abandoned cart from last night on their device? What if they could say, “Hi Nichole, welcome in. I see you were looking at this jacket online, we have it in your size right here”?

That single moment is the promise of Unified Commerce. It is not magic; it is about connecting your commerce platform, order management, and data cloud into one intelligent system. You are using data to turn a simple transaction into a meaningful conversation.

Nichole –  And what does that mean for the retailer long-term?

Ian: With unified commerce, you are not just selling a product; you are building a relationship. It’s how you increase in-store sales and create a customer for life. That is the future of retail.