Segmentation & Recommendations
Recommendation:
Hyperpersonalization at scale
should not be seen as a replacement for human
connection, but as a way to
augment it By leveraging real-
time segmentation, the
company can anticipate client
needs and deliver context-rich
recommendations Advisors,
equipped with intelligence, are
then able to add the irreplaceable human
touchpoint that builds
emotional loyalty - particularly for HVCs
Expected Outcome:
This approach is likely to yield
measurable gains in CLV, retention, and engagement, while reinforcing company’s
heritage of exceptional personal care Taken together, these elements would position your company as the gold
standard for anticipatory, hyperpersonalized clienteling.
EXECUTIVE SUMMARY
In today’s retail, clients expect anticipatory and hyperpersonalized experiences Traditional segmentation
(static and campaign-driven) cannot deliver the precision
or timeliness required to strengthen loyalty of customers
By leveraging Salesforce Data Cloud and Einstein AI, the
company can transform its segmentation model into
living, real-time profiles These power
hyperpersonalization at scale, ensuring that human
advisors remain the cornerstone of loyalty building, using
technology as an enabler rather than a substitute
EXPECTED BUSINESS VALUE
~15% +20% +26% +22%
Global Harmonization
Synergy Creation
AI ensures brand con
Regional Adaptation
APAC: Trigger personalized bundle offer highlighting gifting or family-use options
US: Trigger personalized bundle offer with digital upsell and limited-time incentive
EMEA: Focus on heritage storytelling and sustainability-linked segments
ENHANCED PROCESSES & CUSTOMER VALUE
Today:
Segmentation updated quarterly,
focused on broad campaigns
Engagement can be generic,
reactive, or misaligned with
client expectations
Tomorrow:
Real-time segmentation: Salesforce
Data Cloud continuously ingests
POS, Service, Sales, Marketing, and Commerce data
Service Cloud
Marketing Cloud
Sales Cloud
Profiles update dynamically,
reflecting client behavior instantly
Triggered actions across
touchpoints:
Service Cloud: Prioritize key
customers with proactive,
human-led outreach
Marketing Cloud: Journeys
tailored instantly for seasonal
buyers or lapsed clients
Commerce Cloud: Online
recommendations adjust in real
time
Clients experience
hyperpersonalized engagement at
scale - relevant, contextual, and anticipatory
Advisors use this intelligence to
add the irreplaceable human touch
(curated gestures, empathy, and judgment) that reinforces loyalty among HVCs
CORE FEATURES & PROCESSES
1. Unified Client 360 Profiles via Salesforce Data Cloud
2. AI-Driven Real-Time Segmentation (Einstein AI)
3. Hyperpersonalized Triggers across Service, Marketing, and Commerce
4 Advisor Empowerment: Dashboards highlight priority clients and contextual actions
5 Governance: GDPR, AI Act, and local data residency integrated into segmentation design
“High-value customer → trigger personalized bundle offer ”
“Seasonal collector → trigger
invite to eco-conscious capsule launch ” Example Recommended Actions
curated capsule campaign before
peak season ”
“Lapsed client → advisor call plus digital re-engagement incentive ”
“Frequent returner → service
outreach with empathetic gesture and curated alternatives ”
“Sustainability-engaged client →
ROLE OF AGENTFORCE
Agentforce can extend the model by:
Generating AI-powered suggested responses tailored to segment and cultural context
Surfacing real-time insights during advisor interactions
Supporting multilingual personalization with ’s brand voice
PREREQUISITES FOR DEPLOYMENT
1 Data Foundation: Salesforce Data Cloud for unified profiles
2 AI Engine: Einstein AI segmentation rules for dynamic adaptation
3 Cross-Cloud Integration: Service, Marketing, Commerce triggered by segmentation
4 Governance: Regional rules for compliance; central oversight for brand standards
SUSTAINING SUCCESS & KPI REALIZATION
To ensure that real-time segmentation translates into measurable value, the company should
reinforce the technical deployment with organizational and cultural enablers:
Change Management & Adoption. Equip teams to transition from static campaigns to real-time, insight-driven engagement Provide training and clear communication to build trust in AI-enabled processes
Continuous KPI Tracking & Feedback Loops. Real-time monitoring of CLV, repeat purchase frequency, engagement rates, and NPS will highlight both opportunities and risks Quarterly
reviews will ensure proper segmentation logic and AI triggers are refined continuously, so the
model evolves with client expectations and market dynamics
Advisor Empowerment & Best Practices Share best practices and case studies across regions to highlight how AI augments human expertise
Governance & Evolution A central governance body will oversee segmentation rules, data quality, and ethical AI standards, ensuring compliance with GDPR, AI Act, and local data residency laws
At the same time, successful regional adaptations can be scaled globally, reinforcing your company’s global brand identity while honoring cultural nuance
Through these enablers, the company ensures that hyperpersonalization remains not just a technical
capability but a living practice that consistently delivers measurable uplift in CLV, retention, and engagement, while preserving the human touch across any industry
