How to power personalized, AI-driven customer experiences for modern shoppers

Episode 221

The modern shopping journey is nonlinear, unpredictable, and driven by rising expectations. Inspired by How to power personalized, AI-driven customer experiences for digital shopping, this episode unpacks how generative AI is closing the “experience gap” by transforming static commerce into fluid, intelligent journeys.

We’ll explore how composable commerce, SAP Commerce Cloud, and endorsed partners like Coveo enable businesses to deliver real-time personalization, conversational product guidance, and seamless integration across channels. Case studies from Blackwoods, Nespresso Oceania, and Xero show how AI search and discovery translate into measurable gains in adoption, conversions, and customer satisfaction.

What You’ll Learn in This Episode:

The Rise of Generative AI in CX

How GenAI shifts experiences from functional to conversational
Guided decision-making that prevents customers from bouncing to Google
Extending personalization into the post-purchase lifecycle

The Experience Gap

Why customer expectations outpace many brands’ capabilities
The cost of siloed systems in delivering real-time relevance

Composable Commerce as the Strategic Answer

Modular architectures replacing rigid monoliths
SAP’s composable storefront and OCC APIs enabling flexibility
Why endorsed partnerships (like Coveo for AI search) reduce integration complexity

How AI Makes Shopping Seamless

Hybrid search blending keyword + semantic search
Real-time re-ranking and session-aware personalization
Generative answering with source-cited responses for trust

Case Studies in Action

Blackwoods: 66% digital adoption growth, 70% add-to-cart boost, 45% higher CSAT
Nespresso Oceania: 182% conversion lift from search, 10% higher order values
Xero: 20% reduction in human support cases in just six weeks

Key Takeaways:

Generative AI is becoming the nervous system of modern customer experience
Personalization must extend across the entire lifecycle, not just pre-purchase
Composable commerce enables agility while leveraging best-in-class AI tools
Strategic integrations with endorsed partners reduce complexity and accelerate ROI
Brands already embracing AI are seeing measurable, bottom-line business impact

Subscribe to our podcast for insights on customer experience, digital commerce, and AI-driven personalization. Visit The Future of Commerce for in-depth analysis on how technology is reshaping shopping journeys. Share this episode with CX leaders, digital commerce teams, and marketers working to bridge the experience gap.

Published on 13 hours ago

Podcast Episode Details

How to power personalized, AI-driven customer experiences for modern shoppers