Williams-Sonoma Deploys New Tech to Gain Single View of Customer Across Multiple Brands

Williams-Sonoma store

Williams-Sonoma will deploy a suite of solutions from Salesforce to get a 360-degree view of its customers across its many brands, which include Pottery Barn, West Elm, Williams Sonoma Home, Rejuvenation, Mark and Graham and GreenRow.

“We put our customers at the center of everything we do and are constantly focused on finding new ways to better serve them,” said Laura Alber, CEO of Williams-Sonoma in a statement. “We have always had a history of in-house innovation. However, bringing in Salesforce as a partner to help us augment that innovation and continually improve the connection to our customers made sense. They are not afraid to grow with us and help us scale our marketing email program, while sharing a core value of trust.”

The AI-powered solutions will help Williams-Sonoma to:

  • Deliver more tailored experiences by using Salesforce Data Cloud and Marketing Cloud to create a unified view of customers across all of its brands and improve customer engagement. Soon the retailer also plans to explore Salesforce Einstein’s generative AI capabilities in order to deliver even more personalized communications, both at scale and efficiently;
  • Achieve large-scale personalization more quickly: The retailer partnered with Salesforce Professional Services and has deployed Data Cloud and Marketing Cloud to develop personalized emails at an unprecedented scale;
  • Accelerate growth by streamlining its B2B sales process with Sales Cloud and Service Cloud, allowing B2B customers like hotels, restaurants and resorts to swiftly order in bulk. Both Sales and Service Cloud help the B2B teams analyze customer activity in order to create potential upsell opportunities; and
  • Enhance communication with Slack to streamline collaboration across Williams-Sonoma’s in-house technology teams.


Featured Event

Join the retail community as we come together for three days of strategic sessions, meaningful off-site networking events and interactive learning experiences.



Access The Media Kit


Access Our Editorial Calendar

If you are downloading this on behalf of a client, please provide the company name and website information below: