Salesforce Wants to Jumpstart Retail Innovation With POS Built on GenAI

Retailers, particularly post-COVID, are operating in a world where the lines between physical and digital commerce have permanently blurred. Consumers no longer see channels; they see convenience. 

This evolution of the retail customer experience was the dominant theme at NRF 2025, where Salesforce unveiled a point-of-sale (POS) operating system built on generative artificial intelligence (GenAI).

“We’re not here to complement the status quo — we’re here to replace it,” Nitin Mangtani, SVP and GM, retail, Salesforce, told PYMNTS Karen Webster. “Retailers need technology that doesn’t just power transactions but transforms the entire shopping experience from discovery to checkout. That’s what this GenAI-powered POS is built to do.”

Businesses, Mangtani explained, must respect today’s fluid consumer journeys, which intertwine physical and digital touchpoints. For instance, a consumer might discover a product through a TikTok video, purchase it online, and exchange it in-store.

“Unified commerce is not just a buzzword. It’s table stakes. The consumer journey today is so intertwined that attributing success to one channel is nearly impossible,” he added, stressing the importance of GenAI powered and cloud-based POS systems to help with online and offline shopping.

Still, for retailers, the challenge lies not only in adopting today’s cutting-edge technologies, like GenAI, but also in integrating them in ways that respect and enhance the customer journey.

Unified Commerce Backed by GenAI

If unified commerce is the backbone of modern retail, GenAI is its future. Salesforce’s own recent announcements at NRF — including Agentforce for Retail and Retail Cloud with Modern POS underscore the company’s commitment to leveraging AI to reimagine the shopping experience.

GenAI offers a unique advantage in this unified commerce narrative. Salesforce’s new POS system doesn’t just handle transactions — it acts as a fully integrated, intelligent agent capable of personalizing every touchpoint. Whether it’s recommending products, processing returns, or adjusting orders in real time, this system is designed to remove friction at every stage of the customer journey.

“Imagine asking your agent for a jacket, and it provides six options that match your tastes. You can refine your request further, like specifying leather jackets, and it will adjust instantly,” explained Mangtani of the Agentforce solution.

The second area of focus for Agentforce is post-purchase interactions, such as tracking orders, correcting shipping details, or switching delivery methods. These interactions are powered by robust data systems, ensuring accuracy.

“In enterprise, a ‘maybe’ answer doesn’t work,” Mangtani emphasized.

Beyond these capabilities, Salesforce’s vision includes enabling businesses to build AI agents with minimal technical overhead. “You don’t need to write hundreds of thousands of lines of code to deploy these agents,” Mangtani explained. This low barrier to entry is critical, especially when time-to-market is a decisive factor.

According to Mangtani, “Consumers have shifted dramatically to agent-driven interactions. For many, including myself, the primary interface is no longer search; it’s an agent. GenAI represents a superset of all previous technologies — it’s the future, and we’ve built a platform that aligns with that vision.”

Rethinking Store Experience

For decades, the physical store experience has remained largely static, with checkout being the final, often cumbersome step. Mangtani sees this as an opportunity for disruption. “Why should checkout be a 20-minute ordeal?” he asked, highlighting the frustration consumers feel after deciding to make a purchase.

Drawing inspiration from Apple, where associates can complete transactions anywhere in the store, Mangtani emphasized the importance of mobility in POS solutions.

“POS is no longer a cash-and-carry device,” he stressed.

Instead, it has evolved into a tool for delivering a unified customer experience, bridging online and in-store interactions. The shift toward smaller, brand-owned stores further amplifies the need for flexible POS systems that integrate digital catalogs.

“Even if you don’t have the product in stock, showing it on an iPad and completing the transaction ensures you don’t lose the sale,” he added.

Despite the allure of cutting-edge technologies, retailers remain focused on ROI. Mangtani observed that modern CIOs are savvy, fiscally disciplined, and ROI-driven. This mindset has fostered a healthier ecosystem, where investments in technology are made strategically.

Read more: Salesforce to Launch AI Agents and Cloud-Based POS for Retailers

“Whether it’s Saks Fifth Avenue or other customers, we’re seeing real ROI in terms of reduced wait times, better customer service, and higher sales conversion rates,” Mangtani said of retailers that have embraced AI-powered unified commerce solutions.

“During peak shopping seasons, service often deteriorates due to insufficient staffing,” he added. “With AI, you can triage service calls, reduce wait times, and improve the overall customer experience.”

Despite the crowded nature of the POS market, Salesforce’s approach feels less like a competitive entry and more like the introduction of an entirely new category. With a broad definition of retail that includes everything from luxury fashion to home furnishings, the company is betting big on a market that’s seen little innovation in decades.

“Think about payments 12 years ago,” Mangtani said. “Nobody thought there was room for new players, but Stripe and Adyen proved otherwise. The POS market is the same — it’s ripe for disruption.”


Binance Tops PYMNTS’ Provider Rankings of US Cryptocurrency Apps

Cryptocurrency apps in the U.S. have surged in popularity due to factors such as the potential for profit, low transaction fees, and increasing user accessibility. These platforms allow users to trade cryptocurrencies easily, offering a decentralized, peer-to-peer model that reduces reliance on traditional financial institutions.

The ability to buy low and sell high has attracted investors seeking financial gains, while lower fees compared to traditional payment methods make these apps more appealing for online transactions. The increased acceptance of cryptocurrencies by businesses, along with advancements in blockchain technology, security, ease of use, and high liquidity, is fueling the belief that crypto could shape the future of finance.

PYMNTS’ Provider Rankings of Cryptocurrency Apps evaluate the performance of leading platforms based on factors such as user experience, transaction volume, security features and customer service. By analyzing consumer preferences and industry trends, these rankings provide insights into which apps are best meeting the needs of cryptocurrency users, and highlighting the platforms that offer the most reliable, user-friendly and innovative services.

The Top 5

No. 1 is Binance with 98 points.

Founded in 2017, Binance offers a range of services for new and experienced investors. The platform supports over 350 cryptocurrencies, including popular options like bitcoin and ethereum, along with niche altcoins. This variety, combined with high liquidity, ensures users can quickly execute transactions with minimal price slippage.

A key feature of Binance is its competitive fee structure, which includes discounts for paying with Binance Coin (BNB), making it attractive for frequent traders. The platform also provides advanced trading tools, such as charting and real-time data, and offers margin and futures trading. Its user-friendly interface, including a mobile app, makes it accessible to traders of all experience levels.

Security is a top priority for Binance, with multi-signature wallets, two-factor authentication (2FA), and a Secure Asset Fund for Users (SAFU) protecting funds and personal information. Binance also offers staking, lending and savings options for passive income, appealing to long-term investors.

No. 2 is Bybit with 91 points.

Bybit is accessible in over 180 countries and offers an intuitive mobile app that provides most of the desktop version’s features, making it convenient for users to manage their crypto investments anywhere. With access to more than 1,200 cryptocurrencies, Bybit allows users to buy, sell, and trade with ease, while offering up to 100x leverage for experienced traders looking to maximize potential profits.

Additionally, Bybit offers Bybit Earn, a feature that allows users to earn interest on their cryptocurrency holdings. This range of services and tools caters to beginner and experienced traders, making it a popular choice in the crypto space.

Tied for second with 91 points is Crypto.com.

Based in Singapore, Crypto.com offers a wide range of services including an app, exchange, DeFi wallet, and NFT marketplace, providing access to over 350 cryptocurrencies. The Crypto.com app allows users to buy, sell and track cryptocurrencies with more than 20 fiat currencies, offering features like price alerts, recurring buys, and TWAP bots to optimize trading. Users can also earn interest on their holdings, spend crypto through the Crypto.com Visa Card, and receive up to 5% cash back on purchases.

For more advanced traders, Crypto.com’s exchange supports over 200 cryptocurrencies, with spot, margin and derivatives trading options. It offers low fees and discounts for those who stake its native token, CRO. The platform also includes automated trading bots and emphasizes security with 2FA.

KuCoin and Coinbase round out the top five with 83 and 76 points, respectively.

Nos. 6-10

Checking in tied at No. 6 with 74 points is HTX and OKX.

Nos. 8-10 comprise MEXC, Blockchain.com, and BTCC with 65, 62, and 54 points, respectively.