Salesforce Report Highlights the Latest Ecommerce & AI Trends in Ireland

Salesforce, the global leader in CRM, has released its latest State of Commerce report with insights from 2,700 ecommerce practitioners across 15 countries, including 100 from Ireland, as well as a global analysis of the buying behaviours of over 1.5 billion B2B and B2C customers.

The report highlights key trends on topics such as payment types, global expansion efforts, and ecommerce functionality across customer touchpoints, as well as insights on organisational plans for the adoption and implementation of artificial intelligence (AI).

Key insights from this year’s State of Commerce report include:

Ecommerce stands at the cusp of mass AI adoption. 75% of ecommerce organisations in Ireland already use AI, with 30% having fully implemented it and 45% experimenting. An additional 20% are evaluating if and how AI can fit in their operations.

Digital wallets surge as a payment type of choice. According to Salesforce Commerce Cloud data, worldwide use of digital wallet payments like Apple Pay and Google Pay grew 56% in Q3 2023 versus a year earlier. In Ireland, 65% of organisations accept Apple Pay.

Commerce is increasingly embedded across the customer journey. No longer limited to digital storefronts or mobile apps, commerce functionality is being embedded into other pre- and post-purchase customer touch points. For example, 39% of organisations in Ireland have payment capture functionality in marketing emails, and 90% see incremental revenue from customer service channels.

Commenting on the results, Michael Affronti, GM and SVP of Commerce Cloud said: “Commerce businesses are focused on driving efficiency and growth with new built-in and AI-powered innovations that enable a faster path to purchase and greater customer satisfaction. The companies that can leverage their customer data effectively to build these new connected commerce experiences will enable strong customer loyalty and profitability in the years to come.”

The full report can be viewed here.

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