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Tag: omnichannel

  • Australian Retailers Overhaul Content Models to Curb Omnichannel Delays

    Australian Retailers Overhaul Content Models to Curb Omnichannel Delays

    Australian retailers have spent years adding digital touchpoints, but many are now getting slower at producing the experiences those platforms require as teams contend with cautious consumers and margin pressure. The operational challenge has mounted as websites, apps, marketplaces, loyalty programs, social commerce, and digital signage expand alongside physical stores.

    In many retail businesses, marketing teams and developers repeat work by building one version of a product launch for the website, another for the app, and separate material for email, social channels, and in-store displays. This fragmented production process leaves campaigns reaching one channel days after another while increasing the likelihood of inconsistent pricing and outdated product details.

    Ending Repetitive Channel Production

    When turning a single campaign into live assets requires weeks of handovers and developer queues, retail teams lose the capacity to personalize experiences or adapt to local trading conditions. To eliminate duplicated effort and lower costs, businesses are shifting toward composable models where product benefits, imagery, and promotional messages are created once and governed centrally.

    The alternative infrastructure treats product details, pricing banners, promotional terms, and media files as reusable modular components. Central governance teams control core brand messaging and product claims, while regional managers assemble approved components into distinct channel formats without writing custom code or rebuilding entire digital pages.

    Regional Adaptation and Guardrails

    For retail networks spanning diverse state territories and multiple brand banners, modular architectures protect brand standards while allowing localized commercial flexibility. Store managers can adapt pre-approved digital assets to reflect local inventory levels, regional weather events, and suburban community promotions without violating national brand guidelines.

    Across the wider Asia-Pacific retail sector, similar pressures have forced department store operators and convenience chains in Singapore, Tokyo, and Hong Kong to adopt composable technology architectures. Retailers that maintain monolithic content management systems risk falling behind agile pure-play operators who test, deploy, and retire promotional campaigns in hours rather than weeks. The primary operational risk sits in execution, as marketing teams often resist structural changes to publishing workflows without clear internal compliance mandates.

    The Operational Drag of Artificial Intelligence

    The operational shift follows several years of capital expenditure directed toward customer-facing channels, including social commerce integrations, automated locker networks, and mobile loyalty applications. While these investments widened customer reach, they divided digital production resources across disconnected content management software platforms.

    Recent deployments of generative artificial intelligence have highlighted these structural limitations. Retail operations that feed unstructured, fragmented catalogue data into automated generative tools produce inconsistent pricing and conflicting marketing claims at high speed, reinforcing the requirement for structured component databases.

    Merchandising and technology teams are now tracking campaign turnaround metrics and content reuse rates as key performance indicators ahead of the high-volume holiday trading period.

  • Retail Asia Summit 2026 Sets Singapore Agenda for Responsible AI and Unified Data

    Retail Asia Summit 2026 Sets Singapore Agenda for Responsible AI and Unified Data

    Singapore will host the Retail Asia Summit on September 29, 2026, gathering brand executives and technology leaders to address artificial intelligence governance and omnichannel store operations.

    The day-long gathering at the Grand Copthorne Waterfront Hotel will focus on deploying automation, unifying customer data, and meeting data privacy standards across Southeast Asian retail networks.

    Speakers and Operational Themes

    Speakers include Cindy Ngiam, director of retail at Enterprise Singapore, and Zhu Hui, partner in Bain & Company’s retail and advanced analytics practice. Ngiam heads public-sector capability building for Singaporean retailers expanding domestically and overseas, following earlier roles developing startup ecosystems and tourism marketing. Zhu advises Southeast Asian grocery, fashion, and quick-service restaurant chains on operating models and generative AI implementation.

    Discussions during the event will examine how retail operators deploy Internet of Things applications in physical stores, integrate online-to-offline customer data, and maintain cybersecurity protocols.

    Regional Tech Adoption in Retail

    Store networks across Southeast Asia face stricter data compliance requirements while attempting to automate frontline staffing and inventory planning. Regional operators in grocery and fashion increasingly test predictive logistics and machine-learning tools to manage rising labour costs in core cities like Singapore.

    The summit runs from 8:30 AM to 5:00 PM SGT at the hotel’s Waterfront Ballroom on September 29.

  • 7-Eleven Singapore Adds 1,500 Products and Expands Digital App Across 460 Stores

    7-Eleven Singapore Adds 1,500 Products and Expands Digital App Across 460 Stores

    7-Eleven Singapore added more than 1,500 exclusive products over the past 24 months and linked its digital app across more than 460 outlets nationwide.

    The convenience chain expanded its footprint beyond traditional impulse snacks, shifting square footage toward hot meals, private-label beverages, and licensed merchandise to build daily basket values.

    Self-Checkout and Hospital Automation

    Operational upgrades centered on store throughput. The chain installed dual self-checkout systems in more than 300 stores, giving staff the ability to toggle cashier stations to automated mode during morning and evening rush hours. At Singapore General Hospital, the operator opened a fully unmanned location using overhead computer vision and frictionless exit gates to process payments without cashier intervention.

    Physical refits also introduced dedicated sit-down dining counters and modular food prep stations. These spaces support branded ready-to-eat partnerships, including baked goods, personal-sized pizzas, and regional food collaborations with local operators such as Old Chang Kee and Andes by Astons.

    Omnichannel Ordering and App Metrics

    Digital ordering operations scaled through the dedicated 7-Eleven Singapore mobile platform, which accumulated 300,000 downloads within ten months of its February 2025 rollout. The app integrates three core transactional functions: EasyCollect, which routes click-and-collect fulfillment to neighborhood branches within 15 minutes, a digital stamp loyalty tracker, and prepaid product bundles called ValuePacks.

    Convenience operators across Southeast Asia face intense competition from instant-delivery platforms and specialty coffee chains, forcing traditional corner shops to emulate the Japanese konbini model. By building out prepared food counters, private-label collaborations, and in-app pickup, 7-Eleven is defending store margins against rising labor costs and higher urban commercial rents.

    The retailer is now tracking pickup adoption rates and repeat transaction frequencies through the app as it evaluates further autonomous store deployments in transport and healthcare facilities.

  • Mobile POS Deployments Accelerate Across Asian Retailers as Mobile Traffic Hits 59%

    Mobile POS Deployments Accelerate Across Asian Retailers as Mobile Traffic Hits 59%

    Singapore-based retail software vendor ETP Group rolled out its unified mobile point-of-sale platform across Asia-Pacific as mobile channels captured 59 percent of regional retail web traffic. That traffic share climbed from 46 percent in early 2024, forcing physical store operators to equip floor staff with connected billing and stock-checking tools.

    The system connects handheld devices directly to the enterprise core through ETP Unify, giving sales associates real-time visibility across retail locations and distribution warehouses. Rather than routing shoppers to fixed cash counters, staff can process billing, register loyalty accounts, and trigger ship-from-store or click-and-collect fulfillment directly beside the merchandise.

    Connecting Store Floors to Live Inventories

    Operating requirements vary sharply across individual markets. High-density retail centers in Singapore use mobile clienteling to retrieve shopper purchase histories and targeted promotions, while chains in Indonesia and the Philippines deploy handhelds to run endless-aisle transactions when shelf stock runs out. In India, where research from Meta and the Retailers Association of India found social media influences 77 percent of retail purchase decisions, mobile terminals allow associates to cross-reference products discovered on WhatsApp and third-party marketplaces.

    RetailNews Asia notes that fashion and specialty chains across Southeast Asia spent years treating mobile checkout hardware merely as auxiliary registers to ease holiday queues. Integrating those devices into enterprise inventory records marks a permanent move away from siloed store databases, bridging the operational gap between e-commerce catalogs and physical shops.

    Managing AI-Assisted Shoppers

    Store associates must also respond to consumers who arrive with machine-generated comparison data. Deloitte research across the region indicates that nearly three-quarters of consumers use artificial intelligence tools to research or compare products before buying, while 29 percent of consumer-facing enterprises have begun deploying agentic AI tools.

    Retail operators now face the task of unifying pricing logic, promotional rules, and local fiscal compliance across portable devices, with enterprise integration rollouts continuing across Southeast Asian store fleets through late 2026.

  • Adore Beauty Expands Physical Network to 20 Stores in Omnichannel Shift

    Adore Beauty Expands Physical Network to 20 Stores in Omnichannel Shift

    Adore Beauty opened 13 physical stores during fiscal 2026. The Melbourne online retailer now has 20 locations across Australia.

    This expansion more than doubled its brick-and-mortar footprint. The brand had operated primarily as a pureplay digital platform for 26 years.

    Store Rollout Across Two Banners

    Openings included 11 flagship Adore Beauty storefronts and two locations under the IKOU brand. Group management committed tens of millions of dollars during the year to fund retail leases, supply chain infrastructure and expanded warehouse capacity.

    Those physical storefronts trade alongside the digital platform. Customer retention efforts helped expand the Adore Rewards loyalty program to 538,000 active participants during the financial year.

    Shifting Channel Economics

    Pureplay online beauty retailers across the Asia-Pacific region face climbing digital customer acquisition costs. Physical networks give digital operators direct access to foot traffic and higher-margin basket sizes, mirroring omnichannel rollouts across regional markets.

    Another five physical stores are scheduled to open as the company builds out its national retail pipeline.

  • Adore Beauty Hits Record Sales of $207 Million as Store Costs Cut Profit

    Adore Beauty Hits Record Sales of $207 Million as Store Costs Cut Profit

    Adore Beauty lifted full-year revenue 4.3 per cent to a record $207.3 million for the 12 months ended June 30, but heavy physical expansion cut underlying earnings by more than half.

    Underlying EBITDA fell to $3.8 million from $8.1 million a year earlier. Physical stores contributed $18.6 million to total revenue, while gross margin declined 52 basis points to 34.8 per cent.

    The Cost of Opening 13 Stores

    The Australian retailer added 13 locations during the financial year, comprising 11 Adore Beauty outlets and two Ikou shops. That took its national footprint to 20 doors after years of operating as a pure-play digital platform. New customer numbers climbed 14 per cent over the period.

    Alongside lease and fitout costs for an immature store network, the company funded a new national distribution centre, an enterprise resource planning software overhaul, and broader technology upgrades. Weak consumer sentiment in the fourth quarter added further pressure on margins.

    Adore Beauty expects store drag to ease as locations mature over an 18 to 24 month cycle. Pure-play e-commerce operators across the Asia-Pacific region have faced similar margin friction when transitioning into physical storefronts, trading immediate cash flow against long-term customer acquisition.

    Targets for the New Fiscal Year

    Chief executive Sacha Laing said the group has completed its core infrastructure overhaul on budget and on schedule, positioning the business for operational use.

    “The foundations to support our scaling omnichannel operations are now in place,” Laing said.

    Management has set an underlying EBITDA target of $9 million to $13 million for FY27, predicated on top-line revenue expanding by at least 10 per cent.

  • Hapas Eyes $15M Boost to Amplify Omnichannel Presence and Southeast Asia Expansion

    Hapas Eyes $15M Boost to Amplify Omnichannel Presence and Southeast Asia Expansion

    Hapas, a fashion accessories retailer based in Vietnam, is reportedly setting its sights on raising a minimum of $15 million in a forthcoming funding round. The objective of this fundraising effort is to bolster its omnichannel footprint and facilitate expansion across the Southeast Asia region.

    The Role of Index Partners

    Reports suggest that Index Partners is taking on the role of sell-side advisor for the transaction. This role typically involves providing guidance on the selling strategy, facilitating negotiations, and working to ensure a favorable outcome for Hapas.

    An Impact-Linked Investment

    In 2022, Hapas received an impact-linked investment from Beacon Fund, which is the SME lending branch of Patamar Capital. This investment was reportedly influenced by the fact that 80% of Hapas’ management personnel are women entrepreneurs. Beacon Fund, however, has since withdrawn its investment.

    Specialization and Expansion Strategy

    Hapas was originally established as a provider of affordable luxury products, specializing in bags and accessories. Presently, Hapas manages 16 brick-and-mortar stores in Vietnam, and places emphasis on e-commerce platforms such as the TikTok Shop and Shopee.

    Furthermore, the company is making conscious efforts to fortify its direct-to-consumer channels to help diminish its dependence on third-party marketplaces. As part of this initiative, Hapas has commenced online sales in Thailand and is formulating plans to extend its physical retail presence to other regional markets. These include Thailand and Indonesia, and the expansion is slated to occur within the next few years.

    Questions & Answers

    What is Hapas planning to do with the new funding?
    Hapas aims to use the funds raised to enhance its omnichannel presence and to facilitate its expansion across the Southeast Asian region.

    Who is acting as a sell-side advisor for the transaction?
    Index Partners is reported to be serving as the sell-side advisor for this transaction.

    What is Hapas’ expansion strategy?
    Hapas has recently begun selling online in Thailand and aims to expand its physical retail presence to regional markets like Thailand and Indonesia in the next few years.

  • Asia’s Retail Revolution: Uniting Online And Offline Shopping Through Omnichannel Strategies

    Asia’s Retail Revolution: Uniting Online And Offline Shopping Through Omnichannel Strategies

    Retailers across Asia are increasingly embracing omnichannel strategies to meet the evolving demands of consumers, who now expect seamless shopping experiences that blend online and offline platforms. This shift is not just a response to the challenges posed by the pandemic but is also driven by a competitive retail landscape where adaptability is key. As businesses strive to engage customers more effectively, the adoption of advanced technologies and innovative practices is transforming the way the region views retail.

    Unpacking the Omnichannel Advantage

    The omnichannel approach allows retailers to create integrated experiences by linking digital and physical shopping environments. Companies are focusing on delivering personalized customer service, which has become paramount in attracting and retaining shoppers. For example, major players like Alibaba and Tencent are investing heavily in technology that facilitates a smoother transition from virtual showrooms to real stores, thus uniting the best of both worlds.

    Digitization on the Rise

    As the retail sector modernizes, a significant rise in digitization is taking place, with brands utilizing data analytics to anticipate consumer trends and preferences. Retailers are not merely responding to individual purchasing patterns but are actively predicting future needs, which can lead to more effective inventory management and enhanced customer satisfaction. Surprising as it may sound, some retailers are even employing AI to curate real-time personalized shopping experiences — a nod to the sci-fi future that’s suddenly more real than imagined.

    Challenges in a Changing Landscape

    Despite the promising direction of omnichannel retail, challenges persist. Traditional retailers are grappling with adapting their business models to accommodate new technologies while also maintaining their customer base. Moreover, the economic backdrop remains volatile, with fluctuations impacting purchasing power across the region. For many, the path to adopting such extensive changes is fraught with hurdles that range from financial constraints to training staff in advanced digital tools.

    Building Trust with Consumers

    In a crowded market, building trust is integral for brands looking to stand out. Retailers are increasingly prioritizing transparency, ensuring that customers feel informed and secure throughout their shopping journey. Initiatives that underscore ethical sourcing, sustainability, and data privacy are becoming critical components of brand marketing, resonating well with a more conscientious consumer base.

    Looking Ahead: The Future of Retail

    As we navigate through 2023, the future appears bright for the omnichannel retail model in Asia. With innovations continually emerging, retailers that dare to embrace change may find themselves leading the charge into a dynamic new retail landscape. As technology integrates even more deeply into shopping experiences, one thing is clear: the way we shop will never be the same.

    Questions & Answers

    What is driving the shift towards omnichannel strategies in Asia?
    The shift is primarily driven by evolving consumer expectations for seamless shopping experiences, heightened by the pandemic, alongside a need for retailers to remain competitive in a rapidly changing landscape.

    How are retailers using technology to enhance customer experiences?
    Retailers are utilizing data analytics and AI to personalize shopping experiences, predict consumer trends, and streamline inventory management, creating a more tailored approach to customer needs.

    What challenges do traditional retailers face in adopting omnichannel practices?
    Challenges include adapting existing business models to new technologies, maintaining customer loyalty amid changes, and addressing financial constraints that hinder the implementation of advanced digital tools.

  • Omnichannel Execution: The Role of Analytics in Seamless In‑Store and Digital Experiences

    Omnichannel Execution: The Role of Analytics in Seamless In‑Store and Digital Experiences

    Asia’s retail sector is undergoing a seismic shift. With digital adoption surging, consumers now expect a fluid journey that merges online browsing, mobile interaction, and in-store experiences. To meet this elevated bar, retailers are turning to omnichannel analytics—integrating data from multiple touchpoints to deliver personalized, frictionless customer journeys and improve revenue outcomes.

    In fact, advanced analytics is not limited to brick-and-mortar environments. Even digital verticals, such as trusted online casino Singapore platforms, are harnessing similar cross-channel data insights to optimize user engagement and retention—underscoring the universal need for seamless consumer experiences.

    In this article, we explore how omnichannel execution powered by analytics is redefining Asian retail, spotlight the technology and strategic shifts behind it, and offer actionable insights for retailers navigating this transformation.

    Why Omnichannel Matters More Than Ever

    Consumers today operate across all digital and physical channels. Whether they start a purchase journey on a smartphone, explore in a web store, or finalize in a physical outlet, their expectations remain constant: subject-relevant, contextual interactions with convenience and coherence.

    Recent insights show:

    • Over 70% of APAC consumers expect real-time stock visibility and consistent pricing across channels. 
    • Retailers that effectively implement omnichannel strategies report 15–30% higher revenue per customer on average.

    By collapsing operational silos and weaving analytics across touchpoints, retailers can better understand behavior patterns, tailor offerings, and make data-informed decisions that drive both top-line and bottom-line growth.

    Understanding Omnichannel Analytics: Definition & Scope

    A clear framework for omnichannel analytics includes:

    • Customer identity resolution across online and offline touchpoints (app sessions, loyalty IDs, store visits). 
    • Journey stitching, tracking each step from ad exposure to in-store purchase. 
    • Channel attribution, enabling retailers to understand which touchpoints influence conversions. 
    • Experience personalization, using customer signals to recommend products, promotions, and services tailored to each channel.

    Put simply, omnichannel analytics allows retailers to:

    • Recognize a shopper whether they browse online, app, or in-store. 
    • Monitor cross-channel conversions and touchpoints. 
    • Tailor messaging and experiences to where users are engaging.

    As SAS explains, modern analytics enables retailers “to apply analytics to every step of the customer journey […], not just in marketing but also in merchandising, demand planning, and supply chain management”.

    Asia’s Omnichannel Momentum: Key Drivers

    Several factors have accelerated Asia’s omnichannel analytics adoption:

    Digital-Native Consumers

    Gen Z and Millennials in urban centers—from Singapore to Seoul—expect frictionless, integrated shopping. They compare online prices, reserve items digitally, and visit stores for experiential browsing.

    Rise of “Phygital” Retail

    Retailers are blending the best of both worlds: in-store experience powered by digital layers (e.g., QR-code information, AI-powered mirrors), coupled with digital relationships and personalization.

    Policy-Driven Transformation

    Policy initiatives, like Singapore’s Smart Nation drive and e-commerce frameworks in Southeast Asia, have enabled digital transformation across the retail ecosystem.

    Technological Maturity

    Cloud infrastructure, AI analytics platforms, and mobile payments now enable rapid deployment of end-to-end omnichannel analytics.

    Technology Stack: Turning Strategy into Scale

    A robust omnichannel analytics system comprises these components:

    1. Identity Resolution & Data Integration 
      • Integrate CRM, e-commerce, POS, mobile, and third-party data sources. 
      • Build unified identifiers for individual consumers. 
    2. Event & Journey Data Architecture 
      • Build data feeds capturing multi-channel events. 
      • Use event streaming (Kafka, cloud ingestion) to build real-time profiles. 
    3. Behavioral Analytics & Insights Layer 
      • Analyze shopping patterns, dwell time, funnel drop-off. 
      • Identify opportunity segmentation (e.g., BOPIS / Click-to-Collect shoppers). 
    4. Orchestration Engine 
      • Serve insights to personalization platforms, loyalty apps, store staff dashboards. 
      • Manage campaign decisions—email, push, in-store signage. 
    5. Measurement & Attribution 
      • Use advanced attribution to trace conversions back to cross-channel exposure. 
      • Conduct lift tests (e.g., BOPIS vs. home delivery). 

    Edge and in-store analytics (e.g., people counting, mobile-beacon signals) also enhance understanding of store layout, service gaps, and conversion opportunity.

    The Benefits: Revenue Impact & ROI

    Omnichannel analytics delivers benefits across three arenas:

    Benefit Category

    What It Enables

    Business Outcome

    Personalization

    Tailored offers, dynamic pricing, locational relevance

    +5–15% sales uplift

    Conversion Lifts

    Move customers more efficiently across the funnel

    +10–20% conversion rates

    Operational Gains

    Inventory, staffing, log forecasting

    10–30% cost reduction, higher satisfaction

    Retailers empowered by omnichannel analytics typically report 15–30% increases in revenue per shopper and 10–20% decrease in inventory waste, showcasing real ROI.

    Challenges & Best Practices for Implementation

    Challenge 1: Data Fragmentation

    Solution: Prioritize toolset consolidation—choose centralized CDPs or CTV stacks. Even legacy systems can be bridged via APIs and middleware.

    Challenge 2: Organizational Silos

    Solution: Establish cross-functional teams, with clear roles across IT, marketing, store operations, and data science.

    Challenge 3: Privacy & Regulation

    Solution: Build consumer consent frameworks, anonymize behavioral signals, and comply with local data laws (e.g., PDPA in Singapore, POPIA in South Africa). This is critical for technologies like in-store analytics and geolocation.

    Challenge 4: Attribution Complexity

    Solution: Use robust measurement models such as real-time A/B testing, incrementality analysis, and time-based attribution to isolate channel interactions effectively.

    Future Trends in Rice Street Retail Analytics

    1. AI-Augmented Customer Context
      AI systems to recommend next-best actions or optimize customer satisfaction in real-time. 
    2. Hyper-local Store Analytics
      IoT sensors to optimize layout, staffing, and product placement based on real-time traffic and conversion data—similar to edge-AI counting systems . 
    3. Unified Experience Across New Formats
      Integrating physical, online, live-stream, and social commerce to create cohesive ‘phygital’ ecosystems. 
    4. Ethical Use and Transparency
      Through initiatives such as Singapore’s AI Ethics Advisory Council, forward-looking retailers will embrace explainable analytics—clearly communicating data use and offering opt-outs.

    Strategic Playbook: Getting Started with Omnichannel Analytics

    Begin With Pilot Use Cases
    Focus on clear pilots: BOPIS use case, mobile notifications tied to geolocation, or unified loyalty communications.

    Stress-Test with A/B Tests
    Run lift studies comparing customer segments using newly layered omnichannel insights vs control.

    Scale Gradually
    Expand omnichannel capabilities to store networks and e-commerce platforms, supported by central analytics teams.

    Govern Responsibly

    • Standards-based consent (cookie banners, app permissions) 
    • Regular audits for compliance 
    • Transparent data policies communicated to users 

    Measure & Optimize Continuously
    Evaluate KPIs such as week-over-week conversion, satisfaction scores, and ROI on targeted offers and campaigns.

    In Asia’s rapidly evolving retail environment, omnichannel isn’t optional—it’s table stakes. Progressive retailers are already adopting analytics-driven approaches that connect the physical and digital in cohesive, personalized experiences.

    By integrating omnichannel analytics:

    • Shoppers enjoy smooth journeys from discovery to purchase. 
    • Retailers increase both conversion and operating efficiency. 
    • Brands stand ready for next-gen formats like livestream commerce, experience-based pop-ups, and more.

    For regional leaders, the call to action is clear: harness analytics, break siloed systems, invest in infrastructure that unifies data, and commit to responsible, consumer-centric execution.

    If you’d like support building omnichannel infrastructure, analytics frameworks, or launching pilot programs in Southeast Asia, feel free to reach out!

     

  • Global giants eye Vietnam e-commerce logistics market

    Global giants eye Vietnam e-commerce logistics market

    The world’s largest container shipping line Maersk and U.S. express delivery company FedEx are seeking to enter Vietnam’s e-commerce logistics market. Ditlev Blicher, regional managing director for Asia-Pacific, A.P. Moller – Maersk (Maersk), was in the country this week, three months after the Danish company spent US$3.6 billion on acquiring Hong Kong firm LF Logistics.

    He said with LF Logistics’ expertise in omnichannel orders, Maersk would have a better position in the global e-commerce market, including Vietnam. He said that his company plans to offer business-to-business (B2B) and business-to-consumer (B2C) delivery services.

    Hoan Dang, head of omnichannel order fulfillment at Maersk Vietnam and Cambodia, said with the acquisition of LF Logistics, his company could join hands with e-commerce platforms to handle goods orders in the Vietnamese market.

    FedEx is integrating its services with e-commerce platforms to enable online retailers to use them without leaving the platforms.

    Hardy Diec, managing director of FedEx Express Indochina, said e-commerce would continue to flourish in Vietnam.

    Earlier this month his company opened a new $2-million operations center in Hanoi’s Bac Tu Liem District. Vietnam will be one of the top 10 countries for FedEx in terms of trade volume growth over the next five years.

    Vietnam will achieve the highest growth in the digital economy in Southeast Asia between 2022 and 2025, a report by Google, Temasek and Bain & Company has forecast.

    Its digital gross merchandise volume is likely to reach $23 billion in 2022, and $32 billion by 2025.

    According to global firm Allied Market Research, Vietnam’s express delivery market is expected to be worth $4.88 billion by 2030 after growing at 24.1% annually, with the growth of e-commerce being one of the main drivers.

    Logistics firms are expanding their services and lowering prices.

    This month Lazada Logistics announced it would start offering omnichannel deliveries for online shops.

    J&T Express announced cuts of 10-20% in freight.

    Lees ook:

  • Global giants eye Vietnam e-commerce logistics market

    Global giants eye Vietnam e-commerce logistics market

    The world’s largest container shipping line Maersk and U.S. express delivery company FedEx are seeking to enter Vietnam’s e-commerce logistics market. Ditlev Blicher, regional managing director for Asia-Pacific, A.P. Moller – Maersk (Maersk), was in the country this week, three months after the Danish company spent US$3.6 billion on acquiring Hong Kong firm LF Logistics.

    He said with LF Logistics’ expertise in omnichannel orders, Maersk would have a better position in the global e-commerce market, including Vietnam. He said that his company plans to offer business-to-business (B2B) and business-to-consumer (B2C) delivery services.

    Hoan Dang, head of omnichannel order fulfillment at Maersk Vietnam and Cambodia, said with the acquisition of LF Logistics, his company could join hands with e-commerce platforms to handle goods orders in the Vietnamese market.

    FedEx is integrating its services with e-commerce platforms to enable online retailers to use them without leaving them. Hardy Diec, managing director of FedEx Express Indochina, said e-commerce would continue to flourish in Vietnam.

    Earlier this month, his company opened a new $2-million operations center in Hanoi’s Bac Tu Liem District. Vietnam will be one of the top 10 countries for FedEx in terms of trade volume growth over the next five years.

    Vietnam will achieve the highest growth in the digital economy in Southeast Asia between 2022 and 2025, a report by Google, Temasek, and Bain & Company have forecast. Its digital gross merchandise volume will likely reach $23 billion in 2022 and $32 billion by 2025.

    According to global firm Allied Market Research, Vietnam’s express delivery market is expected to be worth $4.88 billion by 2030 after growing at 24.1% annually, with the growth of e-commerce being one of the main drivers.

    Logistics firms are expanding their services and lowering prices.

    This month Lazada Logistics announced it would start offering omnichannel deliveries for online shops.

    Lees ook:

  • Thai beauty e-commerce platform Konvy bags $10 million in series A

    Thai beauty e-commerce platform Konvy bags $10 million in series A

    Founded 10 years ago, Konvy is now Thailand’s top beauty e-commerce platform. It plans to accelerate its omnichannel and international distribution with a new Series A of $10 million from Insignia Ventures Partners.

    Konvy was launched in 2012 by Chinese entrepreneur QingGui Huang, who previously managed fashion e-commerce platforms in China. It now works with more than 1,000 brands, representing SKUs of more than 20,000. Its brand portfolio includes L’Oréal, Shiseido, Sulwhasoo, Eucerin and La Roche-Posay.

    “Konvy had the advantage of starting in Thailand when there were no really significant e-commerce players there at the time,” Huang told TechCrunch. “We’ve since leveraged our first mover advantage in Thailand to become a leading e-commerce player in the market.”

    Konvy founders Leon Huang, Pornsuda Vangvidhayakul and QingHui Huang

    Konvy’s goal is to help local and international beauty brands take advantage of two major trends. The first is that health and beauty purchases are a priority spending category for Thai consumers and the second is that Thailand sees high rates of e-commerce purchases and social media usage, meaning that young people in Thailand spend an average of about two hours and 55 minutes on social media each day.

    Huang said he confirmed his assumptions about Thai spending on beauty products through conversations with brands, which drove his desire to start Konvy.

    “This opportunity of health and beauty being a priority spending category for Thai consumers is a function of both demand and supply circumstances favoring this consumer behavior over the past decades,” he said. “On the supply side, Thailand has been a manufacturing hub for a lot of international brands for more than 40 years. This has spawned as well a thriving local industry. On the demand side, we see that Thai consumers are plugged into this mindset of ‘upgrades’ when it comes to health and beauty, that is to say, it’s not just about accessing such products but actually looking for the best products and high willingness to spend on the latest trends.”

    Konvy taps into the high rate of social media usage by developing a feedback loop, where engagements on its partner brands’ not only helps Konvy’s existing portfolio, but also helps more brands in the future. For example, as more Gen Z consumers bought products they saw on TikTok during the pandemic, Konvy made itself more present on that channel.

    In a statement, Insignia Ventures Partners founding managing partner Yinglan Tan said, “While there may be stronger competitors from horizontal marketplaces in the future, we believe Konvy is best positioned to be the market leader in the online beauty segment given its long-standing brand equity, brand-centric and community-led approach.”

    Lees ook:

    Lees ook:

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  • Stop Making “Personalized” Content that Still Feels Generic

    Stop Making “Personalized” Content that Still Feels Generic

    Personalization – you’re doing it wrong.

    There are only a handful of trends or innovations in the world of loyalty marketing that can cause as much global stir as personalization does. And even though most companies have a pretty common understanding of what it is – an act of tailoring an experience or communication to your clients’ needs and preferences, that is – many of them still have troubles with implementing it correctly. The big question is: why?

    Presumably, the biggest reason for that is – personalization is hard; especially, when you have thousands of clients in your database. For real, how are you supposed to address each and every one of them while also paying attention to what they buy, watch, read (or whom they follow on Instagram)? Exactly.

    And so, hundreds of companies decide to lower the bar and opt for sending their clients “personalized” messages, which usually include a Hi-[name]-type greeting, and some bits of information regarding their activity (“Is it summer already? You’ve bought 10 bottles of anti-sweat lotion this month!”) – the rest remains the same for all.

    But is that personalization, really? To say it’s selective would be an overstatement. Anyone can notice that those are but cosmetics changes made to help create an impression that a given message is personalized. Some people fall for that, sure, but most clients – the ones that have seen hundreds of newsletters and special-offer signs in their lives – can tell it’s not real personalization (and so would you if you were in their shoes). That’s because the e-mails and notifications they receive don’t correspond with their needs and personal interests.

    Does that mean that personalization, as it is discussed and promoted by today’s marketers, is impossible to pull off? Nothing could be further from the truth. Think about it – do you actually believe that, with all the technology available to us, we cannot provide each customer with content they can relate to?

    We can, but it requires the right IT tools and… data. This is where modern loyalty management platforms enter the conversation.

    How well do you know your customers?

    Let’s start with the obvious – if you have a loyalty program, you are sitting on a gold mine right now. Why? Because you’re literally drowning in data concerning your customers. Not only can it tell you what, when, and how they usually buy, but it can also reveal what their hobbies, passions, interests, needs, and preferences are; how they perceive the world around them.

    Of course, with the amount of data we’re dealing with here, it is impossible for a human mind to process all of that information and produce findings that could help you improve your communication with your customers. For that, you must use an artificial one.

    In other words, what you need in this scenario is a modern AI-powered loyalty management system that can analyze insane amounts of customer data, identifying trends, interests, needs, and dreams within your clients’ shopping and loyalty program behavior in the process. Not only will a loyalty marketing platform (like the one that Comarch provides, for example) allow you to learn what your customers’ preferences are, but it will also help you craft the right message and send it over the right communication channel at the right time and place.

    How? Well, have you heard about customer segmentation? If you have, then you must know that AI-driven loyalty marketing platforms are now being designed to help you divide clients from your database into groups based not only on demographics but also on their hobbies and preferences. What it means is that the system can suggest creating specific messages for dedicated groups of individuals who feel the same way about particular products and how they want to be approached by a given brand. Because of its power, the system can identify thousands of such customer groups (or clusters, as we tend to call them) and help you automate your communication processes to make sure no client is left unsatisfied. Now, that’s an innovation.

    The important thing is that with AI, you can stop trying to create meaningful content and actually start creating it. Establishing strong customer relationships no longer feels like a job based on a gut feeling. Instead, you know exactly what you’re supposed to do – be genuine.

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  • Growing loyalty in a disloyal age through a frictionless customer experience

    Growing loyalty in a disloyal age through a frictionless customer experience

    Brand loyalty in the retail sector is on life support. In a fragmented omnichannel environment, comparison shopping, household budgetary pressures and online price transparency are driving declines in customer loyalty – and leading to tighter margins in the retail sector.

    As traditional retailers struggle to find a competitive edge in such a market, brick-and-mortar stores need to review their processes to deliver greater value and exceptional experience. In an in-store environment, this is leading to brands adopting contactless payment to create hassle-free checkout experiences, along with elevating their stores to offer more ‘experiential retailing.’

    Consumers are more digitally savvy than ever and place a high value on immediacy and quality of service. As a result, a retailers’ workforce needs to be equipped with the means to fulfill different orders with greater efficiency as store associates are now required to do more logistics related tasks, along with offering higher levels of in-store customer service.

    While there have been significant advances in delivering on the customer experience online, the pressure is on for retail stores themselves to meet growing customer expectations. This is not an easy process given that traditionally retail stores have been unstructured environments. Salespeople have had to balance competing demands, handling operational tasks while interacting with customers and immediately responding to their requests. These competing demands can result in inaccurate orders, inefficient bundling, and other errors that drive up labour costs, while employee satisfaction can also suffer if staff feel like they are being pulled in too many different directions at once.

    Meeting online customer service standards offline

    Repeat business remains a critical barometer of success, but like many aspects of the modern retail equation, achieving this means overcoming challenges. Customer loyalty programs matter less, while a high-quality, consistent experience matters more. Loyalty is a cross-channel concept, as customers who shop across all a retailer’s channels are more engaged, creating a more beneficial buyer-seller relationship.

    The modern shopper has access to real-time information and comparison expertise at every step of the journey online. Online retailers compete for customers through offering competitive product pricing and a seamless shopping experience. Customers now want an in-store and offline experience that meets the same standards of excellence they have already typically experienced online. This may mean in-store retail staff having to return an online purchase without hassle for a customer in-store, or sourcing stock in another store and organising delivery to the customer’s home; in-store shoppers expect service excellence at every stage of the buying journey.

    The challenge with trying to match the effortless online customer experience in-store is that many retailers still perceive the customer journey to be linear, which is no longer the case.

    Customers move between online and in-store, browse for goods across social platforms, may direct message for price comparison and email for detailed communication. Shoppers often do not buy where they browse, they may return elsewhere than where they bought and if they change their mind there is an expectation that a store associate will help resolve their issue without any hassle.

    As consumers are shopping on all channels, retailers must focus on delivering an excellent total shopper experience, ensuring that they service their customer how, when and where they are, be that in-store, curbside, or the comfort of their home.

    Built to match the realities of the shop floor

    Retail workers are at the frontline of customer service today and require enterprise level information at their fingertips. After all, every shopper interaction is an opportunity to build a positive impression and support a sale, or conversely create a negative perception and lose business. In such an environment, retail workers need to be supported by the right tools to resolve customer issues, address queries and offer a seamless retail experience.

    New retail-specific mobile technologies can drive efficiency and productivity in store operations and improve the customer experience. Compact, but durable handheld mobile computers, like the Honeywell CT30 XP or EDA5S mobile computers, make salespeople appear more approachable and work in tandem with other devices, enabling users to not only communicate and confirm work easily, but also view pictures of products and inventory locations, type on a keyboard, or scan barcodes.

    How retail stores can transform to meet the needs of an omnichannel world

    The competitive demands of today’s retail environment require in-store processes be optimised and expanded to meet customer needs. Just as Distribution Centres traded paper-based, word-of-mouth and other manual workflows for voice technology decades ago, forces are aligning for retail stores to make the same shift. Retail stores can now support ship-from-store and click-and-collect services – key customer experience differentiators that can also help limit shipping costs as online order volumes grow.

    Proven voice picking technologies allow retailers to empower store associates to fulfill these key logistic roles transforming a traditional a brick-and-mortar store into a modern, flexible fulfilment centre that can meet the demands of omnichannel customers. These technologies present a ‘hands-free, eyes up’ mode of working that can support the demands of a range of in-store workflows, such as order fulfillment, gap scanning, shelf replenishment, inventory management, and more.

    What should also not be overlooked by retailers in such an environment is that customers visiting for in-store pickup provide valuable boosts in foot traffic and opportunities for additional sales.

    Greater operational visibility is required

    Today, retailers need to empower and connect their workers through unified connected communications along with having greater visibility over their operations and workflows. Through these insights, management can analyse how long certain tasks take, leading to better understanding of retail workflows and workforce performance.

    Operational visibility data can fuel labour models to build staffing requirements, determining how much labour is necessary to provide high levels of customer service during peak times and to fulfil online orders from the store. Ultimately, this fuels data-driven decisions to avoid overstaffing while ensuring on-time, accurate order fulfillment and an optimal customer service and checkout experience.

    Empower staff to meet the needs of the omnichannel customer

    Retail stores have transformed from sites that purely existed to make a purchase into something far more complex. Stores now must fulfill several roles along the customer purchasing journey – from being a customer service site, to acting as a returns-facility, to picking and shipping online orders and offering click-and-collect buying options.

    To meet the needs of customers in an omnichannel world, where customers expect the same hassle-free shopping experience that they get online in an instore setting, retailers need to ensure that their staff are properly equipped with the right technologies, systems and knowledge.

    Written by: Vikas Wadhwa, APAC Retail Leader, APACI at Honeywell

    To learn more about how your retail store can meet the challenges of operating in an omnichannel environment, please visit: https://sps.honeywell.com/au/en/industries/retail

     

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  • Central Retail invests US$3 million for Tops Market’s new model

    Central Retail invests US$3 million for Tops Market’s new model

    Central Retail has invested US$3 million to build Tops Market’s first standalone supermarket, on Bangkok’s Pattanakarn 30.

    Catering to the residential areas in Eastern Bangkok, the new standalone supermarket spans 3400sqm, housing more than 17,000 items across seven zones, including Healthiful, Snacker, Asian Flavours and Petster. Tops Market Pattanakarn 30 offers omnichannel with personal shopper service and quick commerce service through Line.

    “The new store will cater to modern consumers who prefer shopping near their home so that they do not have to worry about commuting,” said Stephane Coum, CEO of Central Food Retail. “We recognise the spending potential of the consumers in this area, as it is an upscale residential area in Eastern Bangkok, with many large-scale real estate projects.”

    Sustainability innovations and technology are implemented at the store in line with the Central Retail Retailligence strategy. Two EV charging stations are installed to support clean energy, while energy-saving refrigerators are used to reduce the use of electricity and carbon footprints.

    Customers can also collect trash and household waste to receive points on recycling days. Each point is equal to one baht, and Tops Market adds another baht to be donated to Empty Bottles, Full Value project by Wat Chak Daeng in Samut Prakan province, to make PPE uniforms for the temple and garbage collectors.

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