SharkNinja is a powerhouse brand with a strong reputation for eliminating everyday household frustrations. From high-performance vacuums to viral kitchen appliances, SharkNinja is known for its relentless commitment to functional innovation and consumer-centric design. Their mission is rooted in the belief that premium, life-enhancing products should be a standard for every home rather than a luxury. But creating products people love is only half the battle in today’s market. The other half? A shopping experience worthy of SharkNinja’s reputation.
That’s where Agentforce Commerce comes in. Here’s how Salesforce is helping the SharkNinja team build loyalty through stellar shopping experiences that match the caliber of its five-star products.
The challenge: A scalable stack that enables rich, visual storytelling
SharkNinja moves fast. The brand launches 25 new products per year, continuously expanding into new categories and markets. But the pace of growth isn’t the only thing the SharkNinja team needs its commerce stack to keep up with. The brand also needs flexible, omnichannel technology that enables sophisticated product storytelling and deep consumer engagement. With company roots in infomercials, storytelling is the heart of SharkNinja’s sales and success. Teams don’t just launch products, they show consumers how new innovations solve real problems. That ethos is baked into everything SharkNinja does, from how it develops beloved products to how it engages consumers long after their purchase.
But when Velia Carboni joined as CIO two years ago, she found a commerce platform that had limitations on customization, social integration, and global scalability. Order management was a persistent challenge. And as the business grew and added distribution centers, the complexity only multiplied. Carboni envisioned a commerce foundation that simplified operations, scaled effortlessly, and gave her team the freedom to innovate rather than just maintain — all while delivering a shopping experience that felt engaging and inspiring.
An ambitious implementation at SharkNinja speed
When the team decided it was time to reinvent its online experience, the goal was to do it in 10 months, from front-end to back-end, and go live before the holiday season. No small feat, especially considering the implementation would be a full rewrite of SharkNinja’s technology stack.
The team wasn’t just looking for a commerce vendor. They needed a foundation for the entire consumer journey. That meant a platform that could scale globally, without starting over for every new market launch. It meant connectivity with Agentforce Marketing and Data 360 for complete consumer visibility and personalized outreach. And it meant omnichannel Order Management to orchestrate orders across a growing distribution network.
The team kicked off its implementation in January and went live in September — in Canada first, then quickly in the US. By any standard, the timeline was aggressive. But Carboni describes it as one of the smoothest implementations of her career.
“A 10-month implementation was an audacious goal given the complexity, but it was one of the smoothest I’ve ever had. We were eager to delight consumers with a better experience for the holidays. It took a very strong partnership to pull it off in that timeframe.”
Key metrics, results, and success
Shortly after implementation, the new platform was put to the test during peak shopping season. Carboni says, “That’s the proof point. We just went through our largest direct-to-consumer holiday ever. We used to have outages and platform limitations; now the business is unleashed to create experiences, not just transactions. It’s been a very solid, smooth process.”
Defining the right KPIs is key to a successful implementation. Carboni tracks uptime as a core metric, and the 2025 holiday season passed without any performance failures. Beyond reliability, the team measures repeat visits, time on site, and consumer engagement as crucial signals that consumers are not only discovering products, but deepening their relationship with the brand.
Global expansion is also underway. SharkNinja plans to go live in 11 new countries across Europe porting the proven Agentforce Commerce foundation to a new regional stack while preserving space for local nuance: different languages, regional content, and market-specific experiences — all built on a scalable core.
AI agents improve product discovery and enhance the consumer experience
SharkNinja’s product portfolio spans a wide range of categories, from vacuums and kitchen appliances to beauty devices, making it easy for shoppers to feel overwhelmed by options. When a consumer lands on the site unsure whether they need a robot vacuum or a stick vac, a cordless hair dryer or a styling system, the traditional browse-and-filter experience can feel underwhelming. Agentforce Guided Shopping addresses this head-on by turning that uncertainty into a conversation. Through guided discovery, AI agents help consumers clarify exactly what they’re looking for and surface real-time, personalized product recommendations complete with images, pricing, and links.
“We innovate 25 products a year but don’t retire many, so consumers can get overwhelmed by choice,” she says. “A shopping agent can act as a ‘co-shopper,’ recommending the best products based on specific needs to make the choice easier.”
Compatibility and hyper-specific accessories also add complexity to SharkNinja’s catalog breadth. A consumer who just bought a vacuum shouldn’t have to hunt through SKU lists to find the right replacement filter or battery. Agentforce handles this with SKU-based compatibility lookup, surfacing the right brushes, bowls, filters, and accessories automatically. This kind of specificity — knowing which accessory fits which product — requires intelligence and understanding of nuanced data that a general search bar can’t resolve efficiently.
Perhaps most strategically, Agentforce unifies the consumer journey across both SharkNinja’s commerce site and support pages under a single AI interface. A shopper can go from asking a WISMO question to discovering a new product all in the same conversation, without switching contexts. This is especially powerful for a brand like SharkNinja, where a consumer who contacts support about their old vacuum is also a prime candidate to be guided toward an upgrade. As the roadmap matures with features like cross-sell and upsell capabilities, attribute-based product comparisons, and fully authenticated shopping journeys, Agentforce Commerce becomes not just a support tool but a genuine revenue driver.
Make your site a destination — not just a place to complete a transaction
For SharkNinja, commerce has always been about storytelling and shopper engagement. It’s about more than just a transaction or a single sale; the team is building lifetime relationships with consumers.
“Having one integrated tech stack is a game changer. It’s simpler to operate and allows us to move and delight consumers faster. We spend less time on things like improving checkout and more time on cool features that really showcase innovation and bring our products to life.”
With Agentforce Commerce, Data 360, Agentforce Marketing, and Agentforce Service working as one, SharkNinja has a tech stack that scales and makes it easier to tell stories that resonate with shoppers.
Turn every conversation into a conversion.
Agentforce Commerce connects your entire business on one unified platform — from ecommerce and POS to order management.
SharkNinja uses Agentforce Commerce, Agentforce Marketing, Data 360, Order Management, and Agentforce Service to power its global direct-to-consumer business.
