Retail News CRM

Author: Mei Ling Tan

  • Citi beta launches AI chatbot

    Citi beta launches AI chatbot

    Citi has beta launched a banking chatbot on Facebook Messenger that is capable of providing customer account information to users.

    Dubbed Citi Bot, the chatbot will make its debut in the Singapore market and be progressively introduced to the wider Asia Pacific region in the coming months. The chatbot’s launch is a world-first for Citi in a social media network.

    Citi Bot operates using natural language processing, a branch of artificial intelligence that concerns programming computers to understand the nuances of human language.

    An in-house customer experience team at Citi was in charge of the the interaction and user experience aspect in Citi Bot’s development. Citi is aiming for the chatbot to interact with customers in a personable and intuitive manner, similar to how human conversation is conducted.

    According to Citibank Singapore CEO Han Kwee Juan, the popular of Facebook Messenger deems it a suitable channel for Citi to engage its mobile and digitally savvy customers.

    Features and security

    Initially, Citi Bot will cater to basic banking queries such as checking of account balances and transactions, providing credit card bill summaries, rewards and point balances and answering frequently asked questions.

    To make for a more seamless experience, external web pages that need to be accessed during a chat session will be opened within the same messenger window.

    The second phase of Citi Bot’s development is expected to introduce features such as card activation, transaction alerts and the ability to lock and unlock credit cards.

    Customers wishing to use this service will have to first link their Facebook and Citi accounts to Citi Bot using the last 4 digits of their Citi cards on a secure Citi login page. Authentication will be performed via the input of a One-Time Password (OTP) and the answering of security questions.

    As features get added progressively, more security layers may be added based on the perceived level of risk, Citi FinTech head of global consumer innovation labs John Hogue said.

    Some 600 Citi customers and employees in Singapore will have initial access to Citi Bot, and this group of beta users will provide feedback as Citi makes incremental enhancements to the product before its planned commercial launch in Q4 this year.

    In January this year, Singapore’s POSB Bank launched an AI-driven chatbot named POSB Virtual Assistant on Facebook Messenger, which customers can use to enquire about the bank’s products and services.

    A chatbot named Jiffy Jane was launched end last month by Singapore-based insurance firm NTUC Income, which allows consumers to enquire about and purchase travel insurance instantly.

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  • Changi T4 to commence operations on 31 October 2017

    Changi T4 to commence operations on 31 October 2017

    Changi Airport Group (CAG) today announced that the new terminal four (T4) at Changi airport is scheduled to commence operations on 31 October  2017.

    This follows the recent successful conclusion of major trials, with a small number of checks and reviews to be completed in the final phase of the preparations.

    As reported, the new T4, hailed as a shopping and dining haven, will comprise more than 80 retail and food and beverage outlets featuring popular brands and unique experiential zones.

    The unique integrated duty-free zone, covering liquor and tobacco (DFS Group) and cosmetics and perfumes (Shilla Duty Free) — both companies triumphed in the hotly contested core category tenders in 2014, which covers T4 — allows shoppers to pay for purchases at common counters.

    To ensure a smooth transition of flight operations from the existing terminals, the operations of the nine T4 airlines—the AirAsia Group (of four airlines), Cathay Pacific Airways, Cebu Pacific Air, Korean Air, Spring Airlines and Vietnam Airlines—will be shifted to T4 over one week.

    Cathay Pacific and Korean Air will move over on Tuesday 31 October 2017, Cebu Pacific Air and Spring Airlines on Thursday, November 2 and AirAsia Group and Vietnam Airlines on Tuesday, November 7.

    The first arrival and departing flights at T4 will be operated by Cathay Pacific—CX659 from Hong Kong and CX650 to Hong Kong respectively.

    Since October 2016, CAG has collaborated with its airport partners to prepare T4 for flight operations.

    This began with table-top exercises to develop the standard operating procedures and later progressed to ground deployment exercises to familiarize staff with the new terminal and processes.

    Volunteers from the airport community and members of the public were invited to role-play as passengers to test the critical airport systems and processes.

    These included the Fast and Seamless Travel (FAST) self-service options at check-in, bag-drop, immigration and boarding, as well as security screening, baggage handling, flight information, ground transport, way-finding and transfer processes.

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  • 5G subs to overtake 3G in Korea by 2020

    5G subs to overtake 3G in Korea by 2020

    South Korean operators’ plans to take an early lead in the deployment of 5G is expected to help them overcome stagnating traditional telecoms service revenues, research from GlobalData indicates.

    The market’s 5G subscriber base is expected to outnumber the 3G base by 2020, two years after the planned world’s first commercial 5G deployment during next year’s Pyeongchang Winter Olympics, GlobalData said.

    This will be a boon to operators at a time when mobile voice service revenues are expected to decline at an average rate of 7% per year through to 2021, GlobalData telecoms market analyst Malcolm Rogers commented.
    “Operators around the globe faced with the same challenge, evolve to something more than a pipe provider or offer services that come with more utility. However, the Korean operators have been among the most proactive in growing business outside the core of communication,” he said.

    “Whereas operators in some markets have been slow to react to the digital disruption caused by OTTs and internet giants like Google and Amazon, the players in South Korea have been investing in new digital business for years.”

    The market’s operators – SK Telecom, KT and LG U+ – are focusing on a range of non-core segments including industrial IoT, payment platforms, media and commerce, Rogers added.

    KT recently launched an AI-based home assistant service while both SK Teleom and LG U+ are offering cellular based wireless payment platforms. All three are meanwhile investing in business-to-consumer and business-to-business e-commerce offerings, an entirely new industry for the operators.

    Against this backdrop, 5G networks are expected to allow the operators to introduce new services targeting industry, government and consumer markets, according to GlobalData.

    KT is already exploring offering 5G-enabled entertainment services including 8k mobile video streaming, while SK Telecom and KT are developing driverless car solutions and security platforms based on 5G technologies.

  • Catch spends millions on trust play

    Catch spends millions on trust play

    Catch Group’s first foray into the world of TV advertising has cost the e-commerce company millions, as it looks to bolster its brand awareness ahead of the imminent arrival of Amazon.

    It’s first TV campaign, which has been airing for two-weeks, is part of a long-term marketing play to first establish Catch’s new marketplace image in the local market before beginning to communicate price and range later down the line.

    Catch Group’s head of marketing, Ryan Gracie, told that the campaign was initially designed alongside the company’s re-brand to drive awareness and begin building trust – something pureplay retailers have struggled with in recent years.

    “Building a brand online is very hard and you have to really take yourself above the line if you want to be a trusted, credible brand,” Gracie said.

    “We’re a pureplay, we don’t exist physically so it’s important for us to exist on these other channels.”

    Gracie was unable to say what the return looks like so far, but said a decision was taken by management on TV knowing that assessing the benefits wouldn’t be clear cut.

    “The hard costs of the media spend is a major inhibitor, because you can’t explicitly measure the impact of it,” he said.

    “What do you get when you advertise on TV? You get a warm and fuzzy feeling, but you have to trust it’s going to work.”

    The ads themselves depict Australians in various scenarios screaming “catch” – in line with the company’s “screaming good deals” philosophy.

    Catch is investing in marketing on both sides of the market at the moment, having also stepped up its B2B marketing since its brand relaunch to encourage more suppliers to jump on its platform.

    Catch Group co-founder Gabby Leibovich told sister site Internet Retailing in August that more than 200 brands have signed up to the marketplace, with 25,000 new SKUs recently added across several new categories.

    Nati Harpaz, CEO of Catch Group, is the chairman of Octomedia, Inside Retail’s parent company.

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  • Concept store 10 Corso Como returns to Tokyo

    Concept store 10 Corso Como returns to Tokyo

    Milanese concept store 10 Corso Como is returning to Japan tomorrow, with two outlets.

    The two new retail outlets, 30 sqm each, will be located inside Seibu Ikebukuro and Seibu Shibuya department stores, and will each display 10 Corso Como-branded products.

    10 Corso Como also opens two pop-up stores this month at Seibu Shibuya from 12 to 18, and Seibu Yokohama from 26 to October 10.

    10 Corso Como was founded in 1990 in Milan by Carla Sozzani, and made a first foray into Japan in 2002 under the name of 10 Corso Como/Comme des Garçons.

    In foreign markets, the brand has two stores in Seoul and one in Shanghai, plus a cafe-restaurant in Beijing.

    The brand’s next new store will be opened in New York.

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  • In Good Company expands to the Philippines

    In Good Company expands to the Philippines

    Singapore-based fashion label In Good Company has expanded into the Philippines with its first shop in The SM Store Makati.

    The store, located on level 2, offers all seasonless clothing, classic silhouettes and accessories.

    In Good Company also brings its latest collection called Capsule 11. Using draping techniques, the collection is inspired by the 80s and 90s trends.

    “We explored new shapes and draping techniques that create more movement and dimensionality, as well as new hardware such as oversized grommets, hanging ties and d-rings that give the capsule a modern utilitarian look, in an ultra-wearable way,” said creative director and co-founder Sven Tan.

    Besides the Philippines, In Good Company has recently launched in Dubai at Robinsons Department Store.

    The brand also has standalone lifestyle stores in Hong Kong, Indonesia and Thailand

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  • New Look CEO steps down after five years

    New Look CEO steps down after five years

    New Look CEO Anders Kristiansen has stood down after almost five years.

    The UK fashion retailer’s board has appointed Danny Barrasso, currently MD of UK & ROI, as interim CEO with immediate effect while it identifies a permanent successor.

    Chairman John Gnodde said Anders made a “fantastic contribution” during his tenure with New Look.

    “Under his leadership, the company has made significant progress and we wish him well for the future. As New Look embarks on its next phase of development, we have mutually agreed that it is the appropriate time for a change to the leadership of the company. Danny and the wider executive team have the full support of all the shareholders to provide continued operational progress and leadership as we search for a permanent CEO.”

    Kristiansen said he had enjoyed his time with the brand.

    “I am proud of what we have achieved as a company and have every faith in New Look’s future prospects and progression.”

  • Central i-City expects full occupancy for opening

    Central i-City expects full occupancy for opening

    CPN Ventures, the company running the Central i-City shopping centre in Shah Alam, Malaysia, is confident it will have 100 per cent occupancy when it opens in October next year.

    The RM850 million (US$202 million) mall is a JV between Thailand’s Central Pattana Public Company, which has a 60 per cent stake, and I-Bhd.

    COO Anthony Dylan says the 100 per cent occupancy target is the standard in Thailand. “The mall will have predominantly Malaysian tenants, and the JV will see the shopping centre combining both Malaysian and Thai strengths.”

    He says that despite a shaky start to the year, the Malaysian retail sector is poised for positive growth. In a sluggish first quarter, sales shrank 1.2 per cent

  • Vicinity ranked as top APAC firm in sustainability

    Vicinity ranked as top APAC firm in sustainability

    Vicinity Centres has been ranked as a regional leader in sustainability by Global Real Estate Sustainability Benchmark in the 2017 Real Estate Assessment.

    The retail landlord was also ranked number one in the Asia Pacific Retail sector, second for listed entities within Australia and fourth for retail funds globally by GRESB.

    GRESB assesses the sustainability performance of real estate portfolios and assets in public, private and direct sectors worldwide. Its 2017 assessment was completed by 850 property companies, REITs, funds and developers, across 62 countries and with US$3.7 trillion in assets under management.

    “We are delighted with this acknowledgement by GRESB, recognising Vicinity’s progress in sustainability,” said Angus McNaughton, CEO and managing director. “At Vicinity, being sustainable extends beyond good risk management and environmental performance. As significant local hubs, our centres have an important role to play in shaping better communities both economically and socially.”

    Ruben Langbroek, head of Asia Pacific at GRESB, said Vicinity demonstrated that shopping centres can positively contribute to local communities and smart, sustainable cities across Australia.

    “The regional real estate sector again has shown clear commitment and meaningful action to improve its performance on environmental, social and governance aspects,” Langbroek said. “This also underlines that investor interest, supported with accurate performance benchmarking, is empowering the spread and adaptation of best practices in sustainability, such as those shown by Vicinity Centres and the other Regional Sector Leaders across Australia.”

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  • Furla sales soar in Asia-Pacific

    Furla sales soar in Asia-Pacific

    Italian fashion group Furla continues to thrive in Asia, the region now accounting for half its global sales.

    After recording its highest-yet turnover and profit in 2016, Furla sales rose a further 23.5 per cent in the half year to June 30, reaching euro 238 million.

    The Asia-Pacific region registered 63 per cent growth, with China, South Korea and Australia standout markets. Sales in Japan rose 16 per cent.

    Furla is preparing to double its presence in Australia after buying back its Australian retail operations from Luxury Retail Group earlier this year.

    The Italian-based brand increased its Australian turnover by 64 per cent in the first half of 2017, underpinning group CEO Alberto Camerlengo’s optimism in the local market as part of a broader Asia-Pacific expansion strategy.

    “We have great expectations in Australia,” Camerlengo told Inside Retail Weekly. “Based on the results we have until now and the opportunity that we have in front of us, I think we can double our presence in Australia.”

    With products available in over 100 countries, Furla Group has 444 mono-brand stores, about half of which are directly managed, and is present in over 1200 multi-brand and department stores.

    “The results of the first half of 2017 make us very proud and underline the way turnover has doubled over the last three years,” commented Camerlengo.

    “This growth, in extremely complex scenarios, is important in all markets as is the improvement in the quality of our distribution network and of our relationship with our strategic partners,” he said.

    Our intent is to continue growing organically both in our diverse product categories and in our geographic footprint.”

    Japan is by far Furla’s largest country market, accounting for 24 per cent of its sales. The rest of the Asia-Pacific region accounted for a further 24 per cent in the half year. Europe, Middle East and Africa accounted for 45 per cent and the US for 7 per cent.

    Furla’s travel retail channel has also grown substantially: up 47 per cent, thanks to a presence in 52 countries, with a total of 292 sales points ranging from boutiques to corners, shop-in-shops, aircraft and cruise ships.

    Across all channels, organic growth was a major factor in the group’s success, but like-for-like sales in directly operated stores also registered double-digit growth.

    In the second half of this year, Furla plans to open new stores in Hong Kong, Beijing, Tokyo and Prague.

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  • Hero Entertainment signs deal with K11 mall

    Hero Entertainment signs deal with K11 mall

    Hong Kong shopping mall K11 is expanding into the e-sports business by signing a deal to become the exclusive partner of video-gaming brand Hero Entertainment for 10 years.

    Under the partnership, the Hero Pro League mobile e-sports competition, and other animation, comic, game and novel franchises, will appear at K11 projects in at least nine cities, including Hong Kong, Beijing, Shanghai and Shenzhen.

    K11 founder Adrian Cheng Chi- kong says the e-sports sector is fast becoming the next big growth market. “Since being officially named by China’s General Administration of Sports as the country’s 99th sporting event, e-sports has in the past 15 years grown at an unprecedented pace.”

    Market intelligence company Newzoo estimates that e-sports is set to grow into a US$1.5 billion industry by 2020.

    Through the partnership, K11 Hong Kong will become the leading mobile-gaming venue to host large-scale, international e-sports competitions. The mall will also offer pop-up virtual-reality spaces and e-sports zones for the live broadcast of competitions.

    “City by city, project by project, K11 and Hero Entertainment will jointly promote the development of e-sports in China,” says Hero Entertainment chairman Dino Ying.

    Hero Entertainment has more than 400 million registered users.

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  • Kent & Curwen launches Pacific Place concept store

    Kent & Curwen launches Pacific Place concept store

    Fashion house Kent & Curwen, known for its cricket and rugby apparel, has launched a new concept menswear store in Hong Kong showcasing a collaboration between creative director Daniel Kearns and business partner David Beckham.

    The former England soccer star has a key role with the brand under a deal he signed with its owner, Trinity International Brands. Kearns was previously with Alexander McQueen, Façonnable, Louis Vuitton and Yves Saint Laurent.

    After an international rebrand, the British heritage label is aiming at a younger, more fashionable consumer.

    Its new store concept at Pacific Place focuses on a central cube built from aged metal and hand-blown green glass, reminiscent of a decorative Victorian pub or orangery. Painted brick walls are a nod to the streets of London, from where Kent & Curwen draws much of its aesthetic.

    Displays and storage is influenced by vintage school-gym apparatus, referencing the brand’s heritage of supplying sporting attire to British schools such as Eton and Harrow. And to mark the brand’s long association with Cambridge and Oxford, university-style panelling is reinterpreted into ceiling detail.

    Kearns has taken the helm of the design of the collections, stores and packaging, working alongside Beckham.

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  • China leads growth for Prada Asia

    China leads growth for Prada Asia

    Greater China was the outstanding market for Prada Asia for its half-year, while sales fell in Japan.

    Overall, the group had lower sales with conflicting trends, some markets recovering and others contracting.

    Growth for Asia Pacific edged up 0.4 per cent. While sales grew for clothing and leather good, footwear sales fell.

    Net sales in Greater China reached €301.9 million (US$362.5 million), up by 4.5 per cent, whereas other countries in the region had declines. Sales in Japan fell by 14.2 per cent, hit by a decline in both local demand and in tourist spending.

    Global net revenues for the period were €1.4 billion, down by 5.5 per cent. EBIT for the half-year was €166.8 million, or 11.4 per cent of net revenues, down from €213.7 million (13.8 per cent) for the same period last year.

    Miu Miu shines

    Clothing sales rose by 4.3 per cent overall, with the Miu Miu brand recording double-digit sales growth. Leather goods sales fell by 7.4 per cent, with a lesser decline for the Prada brand. Footwear sales were down by 9.7 per cent.

    Net sales of the Prada brand fell by 4.6 per cent, with the Asia Pacific region reporting sales in line with those of the same period of last year, while the other regions had lower sales.

    Miu Miu net sales fell by 9.9 per cent, affected by the closure of eight stores during the period.
    Net sales of the Church’s brand fell by 15 per cent, mainly as a result of the distribution channel being restructured.

    For the group’s other brands, the sales of Marchesi 1824 patisserie goods grew thanks to expansion, while the Car Shoe brand had a decline.

    Prada’s gross margin for the six months was €1 billion, or 74.1 per cent of net sales, up by 190 points. Half-year EBITDA was €279.6 million, corresponding to 19.1 per cent of net revenues, a dilution of 210 points.

    Thirteen stores were closed down during the six months (four Prada, eight Miu Miu and one Church’s), plus six stores were opened (two Prada, two Miu Miu and two Church’s).
    Sales in the wholesale channel grew by 5.1 per cent.

    Prada says its plan to bring Miu Miu stores into line with the brand’s new look progressed, and special projects were completed for Prada stores such as new layouts and extension of the “resort” concept to seaside stores.

    The group also introduced an e-commerce plan for all its brands, including an omnichannel growth strategy focusing on gradual expansion of the online sales channel in terms of merchandising and territorial coverage, plus new versions of the websites.

    Digital initiatives also involved advertising and communications, with the creation of special content and the acquisition of online space and media tools intended to create synergy among the three distribution channels.

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  • Fareground offers new approach to hawker food

    Fareground offers new approach to hawker food

    A hawker centre blending the old and the new, Fareground, will open at Pasir Ris Central in November.

    As well as traditional hawker fare, it will have one floor dedicated to “creative cuisine”, served in a space designed to look like a hipster cafe.

    To add to the vibe, events such as craft fairs and music performances may also be held in the space, says NTUC Foodfare, which is running the centre. Its ambition is to “inject new energy to the local street-food scene”, a spokesman says.

    The food hub’s first level will feature 20 cooked-food outlets offering traditional hawker fare such as chicken rice and wonton mee. Upstairs, the menu features cafe food, fusion fare or local food with a twist. Possible dishes include Japanese donburi, for which diners can choose the ingredients.

    The final list of food offerings will be unveiled after September 22, the closing date for Singaporeans and permanent residents to apply for the stalls.

    It is the third new centre to be managed by NTUC Foodfare, after Bukit Panjang Hawker Centre and Market, and Kampung Admiralty Hawker Centre.

    Foodfare says each stall in its latest venture will offer at least two budget meals, while the “hipster” cuisine will be comparatively cheaper than similar dishes at cafes.

    Seating about 770 diners, the hawker centre will be open from 7am to 10.30pm daily.

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  • Zilingo raises fresh funds for Indonesian expansion

    Zilingo raises fresh funds for Indonesian expansion

    Thai-headquartered fashion and lifestyle online marketplace Zilingo has raised US$17 million in a fresh investment round to fund expansion.

    Much of the funding came from Zilingo’s original investor, Sequoia India, with Burda Principal Investments (BPI), Venturra Capital, SIG, Wavemaker and Beenext also joining in.

    Zilingo is expanding across Southeast Asia and funds from this round are earmarked to strengthen its position in Indonesia.

    The concept is essentially an app-based solution which allows people to find fashion items, chat with vendors and shop online, within a country or cross-border. It targets small fashion retailers and labels and SMEs without the resources or scale to build their own online stores.

    One of the investors, Albert Shyy, principal at Burda, said he was “extremely impressed” with Zilingo’s growth and its focus on strong unit economics.

    “We believe there is a massive opportunity to build the leading fashion marketplace in the region and are very excited to join their journey.”

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