Why Luxury Brands Can't Convert Social Media Traffic: Missing Data Layer Between Discovery and Purchase

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BSPK CEO Publishes Forbes Article on How Social Media and AI Are Reshaping Retail Sales - Zornitza Stefanova explains why influence-driven commerce demands AI-ready customer data
BSPK today announced the publication of a new Forbes Technology Council article authored by CEO Zornitza Stefanova. "When Social Media Meets AI Clienteling: The New Era of Influenced Sales [https://www.forbes.com/councils/forbestechcouncil/2026/02/05/when-social-media-meets-ai-clienteling-the-new-era-of-influenced-sales/]" examines how social media has become the starting point for modern customer relationships and why brands need intelligent systems to turn these interactions into revenue.

The article arrives at a time when acquisition costs continue to rise, and customer attention continues to fragment. Social platforms now function as discovery engines where potential customers form preferences, build wishlists, and seek validation before ever visiting a website or store. Brands that treat social as just another marketing channel miss what's actually happening: the customer journey has moved upstream.

Social discovery creates data gaps that traditional systems can't fix

Most retail technology stacks were built for a different era. CRM platforms track completed purchases. Marketing automation sends batch messages to cohorts. POS systems record transactions. None of these tools was designed to capture the signals that matter most in 2026: which influencer a customer follows, what they saved on Instagram, who they trust for product advice, or how they prefer to communicate.

Stefanova argues that this creates a structural problem. Brands invest in AI and personalization [https://www.bspk.com/post/why-personalization-matters-in-luxury-retail-customer-engagement], but the underlying data is incomplete. The result is generic outreach disguised as personal communication. Customers notice. They stop responding.

"The customer data you actually need doesn't sit in your ecommerce platform or your email tool," Stefanova writes. "It lives in conversations, social interactions, and one-to-one exchanges. If you're not capturing those signals, your AI has nothing meaningful to work with."

Unified commerce becomes the foundation for influenced sales

The article explains why social-first customer relationships require a unified commerce [https://www.bspk.com/post/what-is-unified-commerce] infrastructure. When a customer discovers a product on TikTok, asks questions over WhatsApp, visits a store for sizing, and completes the purchase online, that's one person having one experience. But most retailers see four disconnected events across four separate systems.

BSPK's platform was built to solve this. Every interaction-whether it happens on social media, through messaging apps, in-store, or during remote consultations-feeds into a single customer profile. Sales associates see what clients have saved, which products they've asked about, and what communication style they prefer. When teams change or associates move between stores, customer knowledge stays with the brand.

This approach transforms how retail CRM [https://www.bspk.com/post/what-is-a-retail-crm-for-retailers] functions in practice. Instead of a database that tracks past purchases, it becomes an active intelligence layer that helps associates engage the right customer at the right moment with the right message.

AI turns customer understanding into commercial action

The Forbes piece argues that AI is no longer optional. Customers expect brands to remember them, anticipate their needs, and respect their time. Meeting those expectations at scale requires systems that can process complex signals and recommend specific actions.

BSPK uses AI to analyze customer behavior across channels, identify patterns human associates might miss, and surface the interactions most likely to drive sales. Deep learning techniques [https://www.bspk.com/post/deep-learning-techniques-for-optimizing-inventory-management] help brands understand which products to recommend, when to reach out, and how to personalize each conversation without manual effort.

"AI doesn't replace the human relationship," Stefanova explains. "It makes that relationship smarter. An associate can see that a customer saved three dresses last week, hasn't opened the last two emails, but always responds to WhatsApp messages. That's actionable intelligence."

The platform also helps brands move from volume-based marketing to precision engagement. Instead of sending 10,000 generic emails hoping for a 2% open rate, retailers send 500 highly personalized messages and achieve a 40% engagement rate. Fewer messages, better results, stronger relationships.

Brands that master influence-driven sales own the next decade

Stefanova's article concludes with a prediction: retailers that build their operations around individual customer relationships will outperform those still optimizing for mass marketing. The gap between these two approaches widens every year.

Social media accelerated this shift. Customers now expect to be treated as individuals because that's how they experience commerce everywhere else. Brands that can't deliver that experience lose to brands that can.

BSPK helps luxury and premium retailers compete in this reality. The platform captures every meaningful interaction, unifies that data into one customer view, and activates it across every touchpoint. When done right, this creates a compounding advantage: each conversation improves the next, customer knowledge deepens over time, and the brand's understanding of individual preferences becomes impossible for competitors to replicate.

The full Forbes article is available at Forbes.com/ForbesTechCouncil.

About BSPK

BSPK is a unified commerce AI platform built for premium and luxury retail. The company helps brands turn customer interactions into intelligent data that drives personalized engagement across all channels. BSPK's platform integrates social media discovery, messaging, in-store experiences, and e-commerce into one system, giving sales teams the context they need to build lasting relationships. Brands using BSPK see higher conversion rates, stronger customer loyalty, and measurable revenue growth.

For more information, visit www.bspk.com.
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