122: How to Think About AI as a Business Process Optimizer, Featuring Rob Smith, Global VP of Technology, OSF Digital

Commerce Innovators

Rob Smith, Global VP of Tech at OSF Digital, is with us to discuss the innovative concept of agentic commerce. This episode delves into how AI is reshaping customer experiences, highlighting OSF Digital's partnership with Salesforce to push boundaries in the retail space. From the bold move to overhaul their chatbot with an AI agent to the challenges and opportunities presented by AI in e-commerce, Rob offers insights into how platforms like Amazon and Shopify are adapting to these changes.

Learn about the critical role of business analysis and automation in leveraging AI effectively and explore success stories from brands like North Collective and Absa Bank, which demonstrate AI's potential to enhance customer interactions and generate revenue.

Show Highlights:

• The partnership between OSF and Salesforce
• Examination of emerging trends in e-commerce
• The importance of business analysis and process optimization for successful AI integration
• AI's potential to enhance commerce at every touchpoint, including customer service, product returns, and personalized consumer experiences
• The necessity for brands to quickly adapt to AI advancements to remain competitive in the fast-paced digital commerce landscape

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Supporting Resources:

Rob Smith: LinkedIn - https://www.linkedin.com/in/robdsmith/ | OSF Digital - https://www.linkedin.com/company/osf-digital/

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

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