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e-Commerce might have changed the game, but brick-and-mortar stores are here to stay

Retail stores continue to play an important role in a customer’s buying journey and to provide an all-rounded customer experience. In Singapore, up to 94% of retailers’ revenue still comes from offline purchases. (Osome, 2021)

However, retailers today face the challenge of attributing digital ads performance to customers’ offline purchases. Hence, many are blindsided by the effectiveness of their advertisements and lose sight of creating a personalised customer relationship prominent in most offline shopping experiences.

In this webinar, learn how you can redefine the customer journey by blending the offline and online shopping experience. Hear from users who have deepened their relationship with customers with the right toolsets and solution capabilities to drive your customer journeys.

Session Agenda

  • The new Retail Customer Experience and how it impact marketers

  • Trends in the industry

  • How leading retailers are using Emarsys and CDC

  • Q&A

Redefining Customer Journeys

22nd July 2021, Thursday 14:00-15:00 SGT (GMT +8)

Learn from their journeys

Nike Hong Kong

Nike HK wanted to treat their audience as individuals instead of just a huge contact base. With Emarsys-CDC, Nike HK utilised better segmentation, automation, and customer lifecycle tracking to drive 32.5% increase in site visits and launched 10 lifecycle campaigns up from 0.

Love, Bonito

Love, Bonito began as an online shop and has since grown into an ever-expanding enterprise with 15 stores across four Southeast Asian countries. Having transformed the women’s online and offline shopping experience, they accelerated their business outcomes through Emarsys-CDC, resulting in 5x higher spend from active customers and generating +67% lead to first-time buyer conversion.

Meet your speakers

Sebastian Dahm

Customer Experience Lead

Sebastian is the Customer Experience Lead at delaware Singapore. He is an experienced professional with a demonstrated track record in business consulting & the SAP Ecosystem. Sebastian specialises in Cloud solutions, in areas such as Partner Management, Sales and Customer Experience.

He has many years of experience working in Asia as a product principal. This gives him a good connection to the Asia Pacific market and considerable insights into the needs of a broad range of industries, first amongst which the food and manufacturing industries.

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Alfred Choy

Sales Director, Emarsys-SAP

Alfred has over 10 years of experience in the marketing technology industry across APAC. He has been in the B2C industry, especially in e-Commerce and Retail, across the region. Prior to SAP, Alfred was the Regional Sales Director of Emarsys (an SAP company) for Greater China and Southeast Asia. He brings his expertise in digital marketing, technology, and operation together to help customers overcome business challenges and drive business growth.
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