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.

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.

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.

In a world where artificial intelligence is rapidly redefining the boundaries of commerce, the latest episode features Holden Bale, the Global Chief Strategy Officer at Merkle, as he explains the effects of AI in both digital and B2B sectors. Holden shares information on how generative AI and large language models are reshaping consumer expectations and market dynamics. 

The episode explores the democratization of AI tools, the importance of aligning business and technology strategies, and the challenges businesses face in implementing customer-centric and omnichannel approaches. Throughout the discussion, Holden emphasizes the need for businesses to creatively apply AI technologies to drive growth and innovation in the evolving digital commerce landscape.

Show Highlights:

• Role of AI in agentic and B2B commerce.
• AI's impact on consumer expectations and omnichannel experiences.
• Discussion on democratizing AI tools in digital commerce.
• Importance of aligning business and technology strategies for successful AI-driven business transformation.
• Exploration of the plateau in e-commerce growth and the necessity of customer centricity, omnichannel strategies, and digital transformation in mature markets.
• Challenges and opportunities in integrating AI with human expertise to drive business innovation and efficiency.

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:

Holden Bale: https://www.linkedin.com/in/holdenbale/ 

Merkle: https://www.merkle.com/ 

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.

In this episode, we explore how digital and AI advancements are revolutionizing B2B commerce with Paul de Forno of Deloitte Digital and Michael Janney, our industry advisor for manufacturing and distribution at Salesforce. With a staggering $22 trillion market potential in the US, B2B commerce is experiencing rapid growth, outpacing B2C. The discussion centers on the transition from outdated practices to cutting-edge digital solutions, highlighting AI's role in boosting efficiency and personalization. 

Additionally, the episode covers the human side of digital transformation, focusing on overcoming change management challenges and gaining stakeholder buy-in. Listeners will discover practical insights into building a robust digital foundation and utilizing AI to enhance customer interactions and drive better business outcomes. 

Show Highlights:

• Exploring the $22 trillion potential of the B2B commerce market in the US.
• Challenges of transitioning from traditional methods to digital solutions in B2B.
• Importance of change management and stakeholder buy-in for digital transformation.
• Role of AI in enhancing B2B interactions.
• Necessity of clean, organized data for successful AI integration.
• Strategies for establishing a solid digital foundation before pursuing automation.

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:

Paul do Forno LinkedIn: https://www.linkedin.com/in/pauldoforno/ 

Deloitte Digital: https://www.deloittedigital.com/us/en.html  

Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/ 

Join the Commerce Cloud Community: https://sforce.co/commerce-crew

Would you like to be on the podcast, or do you know someone who should? Submit a nomination here: http://sfdc.co/podnomination

To learn more about Commerce Cloud Innovations, go here: https://www.salesforce.com/commerce/innovations/ 

***

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.

In this episode, Myron Kirk, Director of Engineering for Digital and Retail Technology at Pandora, shares the future of e-commerce and digital transformation. Myron shares insights into Pandora's strategy for creating a unified commerce experience across 37 global markets, emphasizing the role of personalization and AI in enhancing customer experiences. The conversation explores Pandora's transition to a composable architecture, balancing stability and flexibility, and the critical role of observability in maintaining reliability. 

Myron also highlights the integration of AI as a sales concierge and in customer service, aiming to foster efficiency and transform digital commerce. This episode offers valuable lessons for merchants considering similar digital strategies.

Show Highlights:

• Pandora's strategic shift to a composable architecture for a unified commerce experience
• The balance between stability and flexibility in digital infrastructure
• Importance of APIs and AI in enhancing digital commerce and customer service experiences
• AI's role in personalizing retail interactions and improving customer service through sales concierge and conversational search
• Exploration of unified commerce

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:

Myron Kirk LinkedIn: https://www.linkedin.com/in/myronkirk 

Pandora UK: https://uk.pandora.net/en/ 

Learn more about composable commerce: https://www.salesforce.com/commerce/composable/ 

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.

In this episode, Jean-Philippe Blerot, Head of Digital, AI, and E-commerce Projects at Carrefour, and Kailin Noivo, co-founder of Noibu, discuss the role of AI in modernizing the grocery industry. They explore the challenges and strategies involved in digital transformation, focusing on customer loyalty and revenue optimization. The conversation covers how AI tools can streamline problem-solving, improve code quality, and enhance the shopping experience. JP and Kaylin also highlight the importance of pre-production testing and the potential of AI to drive efficiency and innovation in the grocery commerce sector.

Show Highlights:

• Challenges of maintaining trust and precision in grocery e-commerce.
• Importance of customer loyalty and revenue optimization using AI.
• Leveraging AI for proactive revenue optimization and addressing revenue leakage.
• Role of AI in improving website performance and SEO for better customer acquisition.
• Impact of real-time feedback loops in enhancing quality assurance and development processes.

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:

Jean-Philippe Blerot on LinkedIn: https://www.linkedin.com/in/jean-philippe-blerot-44a74816/ 

Kailin Noivo on LinkedIn: https://www.linkedin.com/in/kailinnoivo/ 

Carrefour: https://www.carrefour.com/en 

Noibu: https://www.noibu.com/ 

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.

This podcast episode explores Shoe Carnival's transition from a custom commerce approach to a composable commerce architecture, highlighting cost savings and growth opportunities. Featuring insights from Ned Moore of Shoe Carnival, the discussion covers the benefits of adopting Salesforce's composable storefront, such as improved flexibility, better integration, and enhanced customer experience. The episode emphasizes the importance of strategic partnerships and agile processes in achieving e-commerce success, with real-world examples of how Shoe Carnival navigated the composable commerce landscape to boost performance and conversion rates. 

Show Highlights:

• Transition from custom commerce to composable architecture at Shoe Carnival.
• Enhanced customer experience and operational efficiency through mobile-first strategies.
• Importance of partnerships in rapid tech deployment and minimizing technical debt.
• Focus on customer-centric strategies and understanding over technology development.
• Empowering innovation and growth through strategic collaborations and composable commerce.

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:

Ned Moore on LinkedIn: https://www.linkedin.com/in/nedmoore/ 

Shoe Carnival: https://www.shoecarnival.com/ 

Learn more about Composable Commerce: https://www.salesforce.com/commerce/composable/ 

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.

In this episode, we explore how digital and AI advancements are revolutionizing B2B commerce with Paul de Forno of Deloitte Digital and Michael Janney, our industry advisor for manufacturing and distribution at Salesforce. With a staggering $22 trillion market potential in the US, B2B commerce is experiencing rapid growth, outpacing B2C. The discussion centers on the transition from outdated practices to cutting-edge digital solutions, highlighting AI's role in boosting efficiency and personalization. 

Additionally, the episode covers the human side of digital transformation, focusing on overcoming change management challenges and gaining stakeholder buy-in. Listeners will discover practical insights into building a robust digital foundation and utilizing AI to enhance customer interactions and drive better business outcomes. 

Show Highlights:

• Exploring the $22 trillion potential of the B2B commerce market in the US.
• Challenges of transitioning from traditional methods to digital solutions in B2B.
• Importance of change management and stakeholder buy-in for digital transformation.
• Role of AI in enhancing B2B interactions.
• Necessity of clean, organized data for successful AI integration.
• Strategies for establishing a solid digital foundation before pursuing automation.

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:

Paul do Forno LinkedIn: https://www.linkedin.com/in/pauldoforno/ 

Deloitte Digital: https://www.deloittedigital.com/us/en.html  

Learn more about Agentforce for Commerce: https://www.salesforce.com/commerce/ai/ 

Join the Commerce Cloud Community: https://sforce.co/commerce-crew

Would you like to be on the podcast, or do you know someone who should? Submit a nomination here: http://sfdc.co/podnomination

To learn more about Commerce Cloud Innovations, go here: https://www.salesforce.com/commerce/innovations/ 

***

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.

In this episode, Myron Kirk, Director of Engineering for Digital and Retail Technology at Pandora, shares the future of e-commerce and digital transformation. Myron shares insights into Pandora's strategy for creating a unified commerce experience across 37 global markets, emphasizing the role of personalization and AI in enhancing customer experiences. The conversation explores Pandora's transition to a composable architecture, balancing stability and flexibility, and the critical role of observability in maintaining reliability. 

Myron also highlights the integration of AI as a sales concierge and in customer service, aiming to foster efficiency and transform digital commerce. This episode offers valuable lessons for merchants considering similar digital strategies.

Show Highlights:

• Pandora's strategic shift to a composable architecture for a unified commerce experience
• The balance between stability and flexibility in digital infrastructure
• Importance of APIs and AI in enhancing digital commerce and customer service experiences
• AI's role in personalizing retail interactions and improving customer service through sales concierge and conversational search
• Exploration of unified commerce

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:

Myron Kirk LinkedIn: https://www.linkedin.com/in/myronkirk 

Pandora UK: https://uk.pandora.net/en/ 

Learn more about composable commerce: https://www.salesforce.com/commerce/composable/ 

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.