Tag: Customer Engagement

Philippines—Creating a profound and lasting connection between a customer and a brand is anchored on innovation. More than adopting customer engagement strategies, brands need to adapt to consider emerging trends and constantly assess their suitability. To stay ahead of the game, brands undergo endless revolutions for better customer interaction, experience, and sentiment.

In partnership with Braze, to discuss innovative strategies in customer engagement, MARKETECH APAC invited marketing leaders in the Philippines for a roundtable event titled ‘The Future of Customer Engagement: Trends and Strategies to Stay Ahead of the Game.’ Drawing from their insights and experiences, each contributed to the conversation on how brands can forge more meaningful customer relationships while proactively embracing the fast-moving market.

Marketing leaders present at the event are:

  • Genelyn Magoncia, assistant vice president, retail operations support at 2GO
  • Louise Ingrid Salud, retail marketing manager at 2GO
  • Marianne Ria S. Rayos, segment campaigns management head at Bank of the Philippine Islands (BPI)
  • Rafael Bolinao, product development and management head at Bank of the Philippine Islands (BPI)
  • Zainal Abidin, enterprise account executive at Braze
  • Cherry Mae Poblete, assistant director for strategy and commercial marketing at Newport World Resorts
  • Rommel Gutierrez, senior manager for loyalty and rewards at Newport World Resorts
  • Lee-Anne Tobias, deputy head of marketing at Tonik, and
  • Wanda Pascua, head of marketing at Tonik

Adopting technologies, making integration seamless

Part of innovating is learning to adopt technologies. However, businesses’ adoption of modern technologies must be strategic, with various considerations.

Marketing leaders agree on one thing: that technology has a crucial role in enhancing customer engagement.

“Modern technologies play a significant role in reshaping the landscape of omnichannel engagement by enabling seamless interactions across multiple touchpoints. Technologies like AI, machine learning, and big data analytics allow businesses to gather and analyse customer data, providing insights that facilitate personalised experiences and targeted marketing strategies,” Poblete said.

She added, “Moreover, advanced customer relationship management (CRM) systems integrate data from various channels, allowing businesses to create a unified customer profile that enhances personalisation and engagement. To adapt to these changes, businesses should invest in technology that supports multi-channel integration and prioritise data-driven decision-making.”

Reflecting this sentiment, Pascua said, “Modern technologies enable marketers to mine more data and implement work processes more efficiently.”

Pascua also emphasised the importance of aligning technology adoption with businesses’ needs to ensure it can help them achieve their goals.

“To stay competitive, businesses must be on the lookout for technologies they can implement to address their business needs. Don’t just fall in love with technology; most importantly, it should address a business need and impact your objectives,” she said.

Additionally, Pascua highlighted the importance of internal readiness to ensure seamless integration across touchpoints.

“Doing extensive due diligence with all the necessary pre-work to check on your tech stack pre- and post-integration is key. From a customer experience standpoint, we need to carefully iron out the customer experience map pre- and post-integration,” she said.

Incorporating AI into customer engagement strategies

It is relatively easier to claim the importance of AI-powered strategies than actually implementing them. Marketing leaders agree on the common pain point: employees’ reluctance and lack of knowledge about AI integration.

Proposing a solution, Tobias said, “To address this, it is crucial to have AI champions in every team within the company. These champions can advocate for the benefits of AI, provide support and training, and help measure the impact of AI on team goals by setting key performance indicators. By doing so, businesses can ensure a smoother integration of AI and maximise its potential in enhancing customer engagement.”

“At the end of the day, AI can only be maximised if it’s backed up by real intelligence and human intervention. As a practical solution, start with doing a workshop with the employees and training them to use the tools. Before project implementation, make sure everyone has time to be versed with the tool by giving them ample time to play and learn with it. Identify real use cases where the AI can be used and have everyone work on it,” Pascua said.

One way to effectively leverage AI in customer engagement strategies is to balance technology and maintain the human touch. This ensures that interactions between brands and customers remain authentic.

Pascua shared, “For Tonik specifically, we’ve implemented generative AI in our customer chat support. In doing so, we’ve also made the option to talk to an agent readily available. That way, when the bot is unable to handle some queries, the customer can easily start talking to an agent and get more personalised assistance. We know that customers can feel irate already when they go to chat support, so it’s best to reassure them that we genuinely care about their concern.”

Poblete also shares strategies for finding the balance between AI-powered automation and human touch.

“A hybrid model can be effective, where AI tools like chatbots provide initial support and escalate complex issues to human agents, ensuring customers receive prompt responses while still having access to personalised assistance when needed. Additionally, leveraging AI analytics to gather insights about customer preferences allows for more personalised and relevant conversations. While automation can streamline communication, marketing and engagement, content should retain a human voice, showcasing real stories and genuine interactions to enhance authenticity,” Poblete said.

“Being transparent with customers about when they are interacting with AI versus a human builds trust and helps them feel more comfortable engaging with the brand. By strategically integrating AI with a strong human element, businesses can create authentic customer engagement that fosters loyalty and satisfaction,” she added.

As the conversation on customer engagement unfolded, marketing leaders’ insights intersected at a crucial point: technology balanced with the enduring need for genuine human connections is indispensable for stronger customer relationships.

While brands traverse the adoption and integration of various technologies, their focus remains on their customers’ needs. Sifting through the tools available at their fingertips, brands must choose which best propels them towards their goals. Advancing to their vision of the industry’s future, brands constantly have to innovate, not just to make the work easier but to make the bonds better.

The ability to communicate across cultures is no longer a competitive advantage—it’s a business imperative. As brands expand their global reach, the challenge lies not only in crafting messages that resonate internationally but in ensuring those messages are deeply relevant at the local level. 

For marketing professionals, this balancing act—navigating global consistency while embracing regional nuance—demands more than translation. It requires strategic localisation grounded in cultural intelligence, audience insight, and adaptive messaging.

To give marketers a better understanding on how to create effective communication channels, MARKETECH APAC is hosting an exclusive webinar titled “Global Conversations, Local Impact: Mastering Regional Communication Strategies”, to be held on 17 June 2025 at 11AM SGT.

Done in partnership with Sinch, a communications platform as a service company, this webinar also aims to explore strategies to maximise engagement, boost response rates, and optimise the customer experience in this dynamic, mobile-first region.

First up on the webinar is a keynote presentation from Hugh Haley, head of partners for APAC at Sinch where he will discuss the evolution of customer communications in a hyper-connected world. Moreover, he will also highlight emerging channel preferences and the growing influence of conversational AI in Asia, as well as delve into strategies for achieving global success by winning in the diverse and dynamic Asian market.

The webinar will also feature a panel discussion where they will discuss the future of customer communications in Asia, including the rise of super apps and their profound impact on how brands connect with consumers, delve into the role of AI and automation in enhancing and streamlining customer interactions, and share forward-looking predictions on emerging communication trends across Asia.

The panellists are as follows:

  • May Ling Chan, Head of Brand & Marketing Services at CelcomDigi Bhd
  • Angeline Angeles, marketing director at GoTyme Bank
  • Hugh Haley, head of partners for APAC at Sinch
  • Alyaa Ramlan, Head of Social at Unifi

Fatima Baduria, regional journalist at MARKETECH APAC, is moderating the session.

Speaking about the webinar, Teddy Cambosa, regional editor at MARKETECH APAC, said, “In an era where digital platforms erase borders and global reach is instantaneous, the real power of communication lies not in how far your message travels, but in how deeply it resonates. We’re excited to bring this webinar to you as we believe that the future of customer communication belongs to marketers who can think globally, act regionally, and connect with customers on a personal, human level—through the right channels, in the right voice, at the right moment.”

“Global Conversations, Local Impact: Mastering Regional Communication Strategies” is done in partnership with Sinch. Join us on 17 June 2025 at 11AM SGT by registering for free HERE–don’t miss it!

Delivering personalised and impactful customer experiences at scale is a critical challenge for industry leaders. Consumers expect seamless, relevant interactions across multiple platforms, from social media and mobile apps to websites and in-person engagements. 

However, the complexities of cross-platform engagement require businesses to integrate advanced data analytics, AI-driven personalisation, and agile marketing strategies to ensure consistency and effectiveness. Companies that master this approach can deepen customer relationships, enhance brand loyalty, and drive long-term growth.

From leveraging real-time data insights to optimising omnichannel marketing efforts, businesses must adopt a holistic, customer-centric mindset to remain competitive. By understanding these complexities and implementing tailored engagement strategies, organisations can position themselves as market leaders in the era of digital personalisation.

These aforementioned objectives are what industry leaders from across Southeast Asia discussed in the recently concluded What’s NEXT in Marketing: Customer Engagement in 2025, which equipped marketers with transformative insights and strategies to meet evolving customer expectations.

How brands can engage with AI-powered customer engagement

Kicking off the webinar was a keynote presentation from Ranya Arora, senior strategic business consultant at Braze as she discussed the latest trends in customer engagement and how these strategies can help brands in their engagement strategies amidst a constantly changing online environment for consumers.

In the presentation, Ranya highlighted that proper customer engagement online is important, citing data from Deloitte which states that around 50% of Gen Z consumers are concerned that too much device usage is negatively affecting their physical and mental health. For Ranya, businesses should be wary when navigating this ongoing online fatigue from consumers.

“I think we all can agree that customer life cycle strategies are important in reducing that fatigue and the key benefits of doing that come into place because they allow you to have a better customer experience which helps you improve your marketing efficiency, as well as the core component of driving retention and profitability,” she explained.

To properly navigate the needs of customers online, brands must tackle these four particular challenges:

  • Marketers struggle with obstacles to both creativity and strategy in customer engagement
  • Many marketers still don’t have a clear view of their customers
  • Teams need more collaboration to close the customer engagement feedback loop
  • Most brands haven’t built a foundation for successful cross-channel marketing

“We believe that the fundamentals of growth will truly remain constant, which means if you acquire and activate your customers more efficiently and you engage and keep them around for longer, you will eventually make more money from the customer,” she added.

Ranya also added that the ‘secret sauce’ for consistent growth amongst businesses remains the same: consists of acquisition & activation, engagement, and monetisation. Moreover, she also stressed the importance of AI-powered strategies, stating that tools are designed to create (work smarter in crafting memorable customer experiences), personalise (tailor experiences, content, recommendations and journeys – all at scale), and optimise (automate experiences and maximise the potential of every touchpoint).

“AI-powered tools can recommend items that are most likely to resonate with every customer for different industry verticals–this could be products, games, songs, meals, and content among others. This links into orchestration and helps you serve up the right campaign or journey variant to the right person based on everything you know about them,” she further stated.

Integrating digital strategies across multiple platforms

Next up taking the spotlight is a fireside chat with Rajesh Grover, group vice president of AI, digital & omnichannel at Kanmo Group to discuss how their company enhances customer engagement by integrating digital strategies across multiple platforms for a seamless omnichannel experience. 

Moreover, the session–which was moderated by Fatima Baduria, regional journalist at MARKETECH APAC–also delved into how brands should leverage digital innovations to adapt to evolving customer expectations and maintain competitiveness in a dynamic market.

For Rajesh, regardless of the size of the business is knowing your customer–meaning who pays the business for products or services. Moreover, he also stressed the importance of making colleagues in the company understand why omnichannel is important for them–but also offering a piece of advice about using these technologies.

“There is no magic wand in terms of technology, which you can deploy in your companies or your business that will turn around your business if you don’t have a clear idea of what your customers need. And then it is all about mapping out your roadmap, not getting too ambitious, understanding and implementing it slowly, but fool-proof,” he explained.

In addition, he also highlighted how strategic implementation is also important, which means that brands should focus more on depth over breadth (i.e. better to execute a few things well rather than spreading too thin). Also, a strong feedback loop is essential where brands must think from the customer’s perspective to assess if their systems are truly working.

He also highlighted that many businesses mistakenly focus on adding multiple sales channels without properly integrating data and teams. For him, siloed data – different channels often operate independently without shared insights, leading to poor customer experience. Hence, personalisation should be a key strength in a brand’s customer engagement strategy.

“If you’re still relying on discounts to drive engagement, you’re missing the point of true personalisation. Personalisation isn’t just about using a customer’s name in an email. It’s about knowing what makes them feel valued,” he added.

On leveraging modern marketing technology to enhance customer engagement

Next up on the webinar was a panel discussion featuring industry leaders Dian Paskalis, country director of growth & regional vice president of online marketing at Cove Indonesia; Jogent Emmanuel Tan, marketing director at Domino’s Pizza Philippines; and Caroline Wee, vice president of brand and strategy at Loob Holding (Tealive) as they emphasise the importance of cross-platform engagement, discussing common challenges and effective strategies for seamless implementation across multiple channels. The session was moderated by Ranya Arora.

In the discussion, Karen emphasised the need for brands to be ‘real’ and authentic,’ ensuring that engagement is based on genuine customer needs rather than assumptions. Meanwhile, Jogent highlighted ‘personalisation’ as the key to capturing attention, as customers now expect tailored experiences rather than generic marketing. Lastly, Diyan focused on ‘connection,’ explaining that brands must shift from talking to customers to talking with them, fostering deeper relationships through meaningful interactions.

The discussion also highlighted how data and AI are transforming customer engagement by enabling personalisation at scale, but brands must use them wisely. Companies like Domino’s Pizza and Tealive leverage CRM tools and AI-driven insights to analyse customer behaviour, predict preferences, and tailor marketing strategies. 

It is worth noting, however, that scaling personalisation comes with challenges—over-reliance on data can lead to misleading assumptions, as what customers say they want often differs from what they actually buy. In order to avoid hyper-personalisation pitfalls, brands must balance automation with human intuition, ensuring that personalisation efforts remain practical, cost-effective, and genuinely beneficial to customers.

“Marketing today isn’t just about running ads—it’s about being where the customers are. People engage with brands across multiple platforms: social media, food delivery apps, e-commerce sites, and even offline stores. The key challenge? Making sure that branding, messaging, and promotions are consistent across all these touchpoints. That’s where data-driven marketing becomes so valuable,” Jogent said.

Carol also echoed these sentiments, stating, “A common mistake brands make is relying too much on first-party data without questioning it. We have to remember that what customers say and what they actually do are often two different things. Instead of making drastic changes based on survey results, we overlay multiple data points—transaction history, market trends, AI insights—to make better-informed decisions. The future of engagement isn’t just about collecting data—it’s about knowing which data actually matters.”

Speaking on the aspect of personalisation strategies for brands, Diyan offers up his advice, “There’s always a fine line between effective personalisation and over-complication. The effort needed to hyper-personalise can sometimes become too costly or too complex, and the return might not justify it. For example, in the rental market, people take anywhere from one week to six months to make a decision.”

He added, “If we invest too many resources into micromanaging their preferences in the first week, we might lose efficiency. Instead, we focus on prioritising the most impactful personalisation efforts—things that actually lead to higher conversions, rather than just making the experience more complicated for the sake of it.”

The webinar was attended by 187 attendees representing brands across Asia-Pacific such as 2GO Group, ALL IT Hypermarket Sdn Bhd., AboitizPower, Bayer, Burger King Malaysia, Carsome, Filinvest Land, Inc., Fitness First Singapore, Home Credit, Jollibee Foods Corporation, JustCo Global, Lamudi, Malaysia Aviation Group, Mastercard, Minor Hotels, National Heritage Board (NHB), Philippine Bank of Communications (PBCOM), Power Mac Center, PT. Nutrifood Indonesia, Reckitt, and Westpac, amongst others.

If you missed attending it, you can catch the on-demand access to the webinar, where brands explore strategies to boost customer engagement and loyalty. Register HERE for free.

Hong Kong – DBS Bank (Hong Kong) Limited (DBS Hong Kong) has introduced ‘DBS Culinary Delights,’ a new marketing and customer engagement initiative designed to offer exclusive, curated dining experiences for its wealth clients.

DBS Culinary Delights celebrates the art of gastronomy, offering DBS’ wealth clients exclusive access to Hong Kong’s finest culinary experiences in a city renowned as a gourmet paradise for both locals and tourists.

For this initiative, DBS enlisted acclaimed Chef Edward Lee, renowned for his appearance on Culinary Class War and his innovative fusion of Asian and Western cuisines. A recipient of numerous accolades from prestigious culinary organisations, Chef Lee will debut ‘DBS Culinary Delights,’ bringing his signature creativity to the exclusive dining experience.

In collaboration with DBS and Tatler, Chef Lee will visit Hong Kong in March for the inaugural DBS Culinary Delights event, ARTable, which blends gastronomy with artistic expression. The event aims to offer a unique dining experience that reflects Chef Lee’s innovative approach to cuisine.

Sebastian Paredes, head of North Asia and chief executive officer at DBS Bank (Hong Kong) Limited, said, “DBS has grown substantially in the wealth management space over the years. As a customer-centric and relationship-focused bank, we focus on delighting our customers by creating the best-in-class customer journeys and giving them an experience beyond banking.”

“We look forward to connecting with our clients meaningfully, and this unprecedented collaboration shall deliver fresh and exceptional dining experiences for our esteemed clientele – aligning with the global trend – eating well, eating differently while indulging in culinary art,” Paredes added.

The launch of Culinary Delights reflects DBS’s focus on evolving customer trends. With wealth clients becoming more selective and aspirational, the bank aims to offer more personalised experiences and tailored services.

Singapore – The landscape of customer engagement is evolving at an unprecedented pace, driven by modern marketing technologies that empower brands to deliver hyper-personalised, impactful experiences at scale. With shifting consumer expectations and the increasing complexity of multi-platform interactions, how can brands rise to the challenge and redefine customer engagement for 2025? 

To tackle these critical challenges, MARKETECH APAC is hosting an exclusive webinar on 13 February 2025. Titled “What’s Next in Marketing: Customer Engagement in 2025,” the event aims to equip marketers with transformative insights and strategies to meet evolving customer expectations, craft personalised campaigns that resonate, and master the art of cross-platform engagement.

This is the second edition of the customer engagement webinar, born out of the strong partnership between the customer engagement platform Braze and MARKETECH APAC in delivering transformative insights for marketers. 

The webinar will feature an engaging panel discussion with seasoned industry leaders from Southeast Asia, sharing their expertise and forward-looking strategies to elevate customer engagement through innovation. The panel is comprised of:

  • Ranya Arora, senior strategic business consultant at Braze
  • Dian Paskalis, country director of growth & regional VP online marketing at Cove Indonesia
  • Jogent Emmanuel Tan, marketing director at Domino’s Pizza Philippines
  • Caroline Wee, vice president of brand and strategy at Loob Holding

The panel will also provide attendees with a comprehensive understanding of how modern marketing technology is reshaping customer engagement, from meeting evolving expectations to creating personalised, impactful campaigns and navigating the challenges of cross-platform strategies.

Additionally, the webinar will feature a keynote presentation by Arora, who will delve into the key customer engagement trends for 2025 and examine how AI technology can empower brands to foster meaningful customer interactions.

Furthermore, Rajesh Grover, group vice president – AI, digital & omnichannel at Kanmo Group, will be present for a fireside chat, discussing how Kanmo Group creates seamless, consistent customer engagement across multiple platforms and channels, while leveraging digital innovations to meet evolving customer expectations and stay competitive in a rapidly changing market.

“As we step into a new year, it’s time to anticipate emerging trends, evolving consumer behaviours, and fresh opportunities to revolutionise customer engagement strategies. So, what are industry leaders planning for 2025? At MARKETECH APAC, we’re thrilled to present the second edition of our webinar, bringing together industry experts to share actionable insights. Join us as we uncover what’s NEXT in the ever-changing marketing landscape!” Katherine Sy, regional head of content at MARKETECH APAC, said. 

“What’s NEXT in Marketing: Customer Engagement in 2025” is presented in partnership with Braze. Join the webinar on 13 February 2025 at 11 AM (SGT) by registering HERE. Don’t miss it!

Vietnam – Vietourist, a Vietnam-based tourism company, has partnered with software-as-a-service (SaaS) provider Appier to transform its lead generation and customer engagement strategies through advanced AI-driven solutions.

In collaboration with Appier, Vietourist harnessed the AI-powered personalisation capabilities of AIQUA to automate and optimise its marketing efforts. This strategic deployment led to an impressive 171% increase in lead generation and a notable enhancement in customer engagement. Additionally, Vietourist achieved an 85% open rate for its personalised EDM campaigns, successfully engaging users at critical touch points throughout their travel journey.

Vietourist’s success stems from its use of personalised, automated campaigns on its web and mobile platforms. With Appier’s AIQUA, Vietourist provided tailored messages and product recommendations at key moments in the user journey, resulting in a 300% increase in web subscribers and improved customer retention.

Additionally, with the help of Appier’s BotBonnie conversational marketing platform, Vietourist automated personalised customer interactions via web chat and Facebook Messenger, successfully generating over 1,000 leads in just three months. These AI-powered automated responses significantly reduced the time spent on manual customer engagement while providing a highly personalised user experience.

Vietourist’s partnership with Appier showcases the impact of AI-driven marketing solutions in modern tourism. By utilising Appier’s advanced tools, Vietourist has effectively scaled its operations and gained new market share. 

Nguyen Van Tam, marketing director of Vietourist, commented, “The success we’ve achieved through our collaboration with Appier has been transformative. Appier’s AI-driven solutions have enabled us to connect with our customers in a personal and relevant way, driving significant growth in leads and customer engagement. We’re excited about the future and look forward to continuing our partnership as we enhance our customer experiences even further.” 

Looking forward, Vietourist plans to further expand its use of Appier’s AI solutions to sustain its competitive advantage and enhance the travel experiences it offers to customers. 

Singapore – Infobip, a global cloud communications platform, has joined forces with Singtel, a communications technology group, to improve how Singaporean businesses engage customers through communication services.

Rich Communication Services (RCS) allows interactive messaging for companies, turning business messages into brand experiences for customers. Through its messaging capabilities, it helps businesses in various industries, including finance, gaming, retail, and e-commerce.

Through RCS, businesses can have access to branded messaging options. It allows them to share rich messages that can include images, videos, and carousels. This helps brands build trust and recognition among their customers while nurturing relationships.

Additionally, RCS allows two-way communication between brands and customers. The approach empowers customers to directly respond to the branded message or make purchases conveniently.

Infobip’s partnership with Singtel is part of its efforts to provide RCS to businesses globally, partnering with various telecom companies. The partnership extends this initiative to Singaporean businesses, contributing to their business growth.

“Companies want to better engage their customers in more interactive ways, especially on their mobile devices. RCS provides customers with more personalised communication that will help businesses build stronger relationships and drive business results. We look forward to empowering organisations with this capability to help them build brand affinity with their customers,” Terence Lai Tuck Leong, vice president of digitalisation, products, and partnerships at Singtel Singapore, said.

“The introduction of RCS messaging marks a significant step for customer engagement in Singapore as businesses aim to elevate their communications to meet evolving consumer expectations. Singtel’s deep understanding of the Singaporean market, combined with Infobip’s global experience and expertise in RCS, will empower local businesses to connect with customers securely through rich, branded two-way conversations,” Lim Jiun Kei, head of operator partnership region at Infobip, said.

Singapore – As businesses continually search for innovative ways to connect with their customers, numerous applications and tools have emerged, promising to bridge the gap, foster meaningful relationships, drive conversions, and enhance brand visibility. However, even the most powerful tools can fall short if businesses fail to harness their full potential and leverage them effectively to truly connect and resonate with their audiences.

Building on its successful run last year, MARKETECH APAC is bringing its comprehensive workshop back to Singapore on 8 October to help businesses discover and unlock the full potential of WhatsApp marketing. 

Titled “WhatsApp Marketing Masterclass: Leveraging Proven Strategies for Effective Customer Engagement,” this exclusive 3-hour workshop will offer a deep dive into WhatsApp for Business, the dynamic platform that supports brands through every stage—from discovery and re-engagement to upselling and beyond.

The workshop aims to help marketers elevate their WhatsApp marketing strategies through the power of AI. It will cover how AI-powered tools can enhance customer engagement by automating support with chatbots, generating personalised messaging through AI-driven content, providing deeper insights with sentiment analysis, and optimising interactions using predictive analytics.

Merlvin Tan, regional director of Bird, will lead the session, offering practical insights and real-world experiences to help participants harness the full potential of WhatsApp for customer engagement and brand visibility. A special guest speaker will also provide the latest trends and advancements in WhatsApp marketing.

Teddy Cambosa, regional editor at MARKETECH APAC, commented, “Businesses can optimise WhatsApp marketing for better customer engagement by leveraging its direct, personal communication style to build genuine connections. By sending timely updates, personalised offers, and providing instant customer support, companies can create a more engaging and interactive experience, fostering trust and loyalty with their audience. We’re excited to welcome Bird back to impart actionable insights to marketers on how to use this messaging channel to their marketing advantage.”

WhatsApp Marketing Masterclass: Leveraging Proven Strategies for Effective Customer Engagement is made in partnership with the AI-powered customer relationship management (CRM) platform Bird. This workshop is free-to-attend for select brand marketers. Catch this workshop on 8 October 2024, at Capri by Fraser China Square by registering your interest HERE.

In an increasingly competitive market landscape, the importance of effective customer engagement strategies cannot be overstated, particularly in the current year. Businesses are recognising that personalisation and a cohesive customer experience are critical components in building and maintaining customer loyalty. Personalised interactions not only foster deeper connections with customers but also enhance satisfaction by catering to individual preferences and needs. 

As customer expectations continue to evolve, adopting these strategies is imperative for businesses aiming to stay ahead and create lasting, meaningful relationships with their clientele.

To continue fostering discussions on the importance of customer engagement strategies amongst businesses, MARKETECH APAC in partnership with Braze, invited top leaders from Indonesia for a roundtable event titled The Future of Customer Engagement: Trends and Strategies to Stay Ahead of the Game, to share their insights on customer engagement strategies, and how they’re implementing various forms of it across their marketing strategies.

This roundtable–a first for MARKETECH APAC in Indonesia–saw a dynamic and optimistic discussion on how the country’s marketers may move forward as an industry that incorporates AI-powered customer engagement tools into its DNA.

Marketing leaders who attended the event include:

  • Gerald Tjan, Director of APAC Scale & SMB/Startups, Braze
  • Kelvin Hong, director of brand marketing at A&W Indonesia
  • Staventram Inri, performance marketing section head at Astra Financial
  • Janty Sumirkan, sales & marketing director at Asuransi Simas Jiwa
  • Gita Rostika, group head marketing at bank bjb
  • Bayu Ramadhan, chief commercial officer at Bobobox
  • Dian Paskalis, country director of growth & regional VP online marketing at Cove Indonesia
  • Wilson Yanaprasetya, co-founder at Dagangan
  • Mochamad Gilang Syarief, conversion rate optimization at Erajaya Swasembada
  • Adrian Hoon, co-founder, COO/CMO at Getplus
  • Bertha Hapsari, VP marketing at Home Center Indonesia
  • Graceila Putri, co-founder at Juragan Material
  • Dita Gautama, head of marketing at MODENA
  • Maulana Christanto, chief of experience & analytics e-commerce at Ruparupa.com

How modern technologies shape omnichannel engagement landscape

For Dian Paskalis, country director of growth & regional VP for online marketing at Cove Indonesia, such technologies allow businesses to gather and analyse vast amounts of data from various channels, get deeper insights into customer behaviour and preferences, and anticipate customer needs across channels. To adapt to these changes, Dian advises businesses to remain agile and adapt fast to survive the change.

“Businesses can start investing in a robust data infrastructure that unifies information and customer data from all channels, providing a 360-degree customer view. This then allows the implementation of personalisation engines that can help them tailor content and offers to customers, enhancing their engagement and loyalty,” she stated.

Meanwhile, Graceila Putri, co-founder at Juragan Material notes three important contributions of these types of technologies in improving customer engagement: real-time capabilities for interaction and data transfer, advanced data analytics, and automation. When asked about her advice on how to adapt to these, she says to fully embrace it–all for the sake of improving customer engagement.

“Utilise technology to leverage data for decision-making, avoiding risks of decisions made without solid data insights. [Moreover], develop omnichannel strategies that prioritise accessibility and usability, ensuring solutions that enhance customer satisfaction,” she said.

“Modern technologies is changing the omnichannel engagement landscape. By leveraging these capabilities, businesses can and should create personalized experiences that resonate with customers, fostering deeper relationships and driving loyalty in an increasingly interconnected world.” Gerald Tjan, Director of APAC Scale & SMB/Startups, Braze added to conclude this discussion.

Ensuring seamless integration across diverse customer touchpoints

Wilson Yanaprasetya, co-founder at Dagangan explained that as customers prefer to switch between channels without disruption, businesses must maintain a consistent brand identity across all customer touchpoints. Such type of consistency makes it easier for customers to recognize the business and fosters trust, reassuring them that they are engaging with the same reliable entity.

For Wilson, there are three essential focuses that businesses should follow: mapping out the customer journey, leveraging advanced analytics and AI technologies, and elevating the post-sale process. Using his company as an example, he notes that these types of focus points are important, especially when your consumer base are based in rural areas and are not technologically literate.

“We focus on simplicity in our app to provide an easier experience. We leverage push notifications, chat commerce, and community-based social commerce to enhance engagement. Additionally, we offer support through our local field teams, who are ready to provide clear information regarding transactions in our app,” he explained.

Meanwhile, Kelvin Hong, director of brand marketing at A&W Restaurants Indonesia commented that businesses should have a clear omnichannel strategy that merges not only the sales channel touchpoints but also the communications channel, with a clear and consistent messaging.

“The key here is touchpoints that matter; and that builds the base for an omnichannel strategy to have a clear starting point. If we have additional insights, we can look into enhancing the customer or user experience across different channels, e.g. website, navigation, apps, social media, online sales etc.to build a better personalised user experience with good insights that can further craft our deliverables better,” he said.

Kelvin also points out that in order to have an effective omnichannel strategy today, brands should identify what channels are important to their customers for the brand concerned, what are the pain points (if any) on these channels (from the brand) and ensuring that the brands are present in these channels that matters to them with consistent messaging albeit some creative flexibilities. 

For Staventram Inri, performance marketing section head at Astra Financial, businesses can ensure seamless integration across various touchpoints to provide customers with a cohesive and personalised experience through a combination of strategic approaches, and that establishing a unified customer profile is crucial.

“By consolidating data from all touchpoints such as website interactions, social media engagements, and in-store purchases into a single Customer Relationship Management (CRM) system, businesses can gain a comprehensive view of each customer. This allows for personalised recommendations and tailored interactions based on individual preferences and behaviours,” he said.

Challenges in AI integration into customer engagement strategies

Adrian Hoon, co-founder & COO / CMO at GetPlus has enumerated various challenges on AI-powered customer engagement strategies–including data readiness, quality and integration (referring to how inconsistent and incomplete data data can significantly hamper the performance of AI tools); how integrating AI with legacy systems and existing customer engagement tools can be complex and resource-intensive; as well as balancing the need for personalised experiences with the efficiency of generalised AI models can be difficult.

He added that solutions included having unified data platforms which will implement integrated data management platforms that consolidate data from various sources, implementing AI in a phased, modular approach to minimise disruptions and ensure smooth integration, developing segmented AI models that cater to different customer groups for more tailored interactions, as well as using real-time data and machine learning to dynamically personalise interactions.

Meanwhile, Dian also highlights other challenges like the lack of AI expertise, ethical concerns, and potential bias in these systems. For her, businesses should foster a culture of innovation and continuous learning, encouraging employees to embrace new technologies and ways of working. Moreover, businesses should also implement ethical AI frameworks and conduct regular audits of their AI systems to ensure fairness and transparency. 

“Businesses often face difficulties in consolidating data from disparate sources and ensuring its accuracy and relevance. Businesses can invest in data governance frameworks that standardise data collection, storage, and processing practices. Implementing AI solutions with built-in data cleaning and normalisation capabilities can also enhance data quality, she said.

Balancing AI-driven automation and human touch

For Dian, striking a balance between AI-driven automation and the human touch involves a strategic approach that leverages the strengths of both. So it is important to first identify touchpoints where human interaction adds significant value, such as in resolving complex issues, providing personalised consultations, or offering empathetic support.

“Businesses can use AI to empower agents by providing agents with real-time data analysis, customer history, and sentiment analysis to better inform their interactions. This allows human agents to deliver more personalised and effective customer service,” she said.

Dian further added, “Clearly communicate to customers when they are interacting with AI versus a human. Transparency fosters trust and this allows customers to enjoy the convenience of AI while giving them the choice to reach a human agent if needed.”

Meanwhile, Wilson highlights that this balance depends on how technologically savvy the brand’s customer profile is and what their journey looks like across the brand’s customer journey diagram. In their case, they combine digital and offline touchpoints, including an online platform that enables customers to browse and purchase products, as well as physical hubs located in rural areas.

“We collaborate with technology players, financial institutions, and government agencies to facilitate access to financial literacy. We also create micro-events that serve as local brand activation initiatives, providing immersive shopping experiences for our customers, enhancing brand visibility and credibility, and collecting valuable market insights,” he said.

Gerald Tjan, Director of APAC Scale & SMB/Startups, Braze added: “There must be a balance between AI-driven automation and the human touch. While we embrace technologies to help make our work easier, we must integrate the human element into the customer experiences we provide in order to build long-lasting relationships 

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In conclusion, enhancing customer engagement is crucial in today’s competitive market. However, inconsistent and incomplete data can significantly hinder AI-powered customer engagement strategies, leading to suboptimal results. It’s essential for businesses to be transparent with their customers about whether they are interacting with an AI tool or a human representative, as this clarity can build trust and improve the overall customer experience. 

Furthermore, fostering collaboration among teams and leveraging their collective insights is key to refining and optimising existing engagement strategies. By addressing these aspects, businesses can create more personalised, effective, and trustworthy interactions with their customers, ultimately driving loyalty and satisfaction.

Learn more about actionable trends and insights in the customer engagement space by checking out Braze’s “The State of Customer Engagement in APAC” report, which highlights insights from APAC marketing executives and how they can provide actionable solutions to the strategic challenges they present.

E-commerce marketing techniques are now crucial for retail brands looking to improve the customer journey in the current digital era. One cannot stress how crucial it is to provide a smooth, interesting, and customised experience as more and more customers choose to purchase on internet platforms. 

In addition to drawing in new clients, efficient e-commerce marketing helps existing ones at every step of the buying process—from awareness to completion and beyond. Retail businesses can create sustained growth in a highly competitive market by fostering stronger connections with their audience, improving customer satisfaction, and utilising innovative digital tools such as data-driven insights and targeted advertising.

For our latest interview as part of our E-Commerce Marketing Series, we recently spoke with Siew Lai Wong, chief marketing officer at BIG CARiNG Group to better understand how e-commerce marketing strategies play out for a retail brand under the pharmaceutical industry, and what can marketers do to strike a balance between using technology and understanding human behaviour to serve the best campaign to them.

From generic to hyper-personalisation strategies

One of the things that Siew Lai pointed out as one of the key trends amongst brands in terms of e-commerce marketing strategies is how they have evolved from seemingly targeting a general audience to catering to the specific needs of customers who return to the brands for a new transaction.

“Firstly, I am seeing a shift from generic promotions to hyper-personalisation experiences based on individual health profiles, purchase history, and browsing behaviour. This utilises AI-driven recommendations and dynamic content to create a more relevant shopping experience,” she said.

Siew Lai added, “Secondly, customers expect seamless transitions between online and offline channels. Customers expect a seamless experience whether they shop in-store, online, or through marketplaces.”

It is also worth noting as well that seamless experiences with customers allows brands to give customers easier access to their services–and in their case being able to offer healthcare consultations and other medical-related advice.

“The integration of telehealth services with e-commerce platforms is creating seamless customer experiences, allowing for easier access to health care professional consultations to advise on personalised healthcare. In the Big Pharmacy App, we have tele-consultation backed by certified HCP, which integrates tele-consultation, e-pharmacy and e-commerce seamlessly,” she explained.

Expansion of AI and omnichannel to improve marketing opportunities

For Siew Lai, one of the most promising opportunities in e-commerce marketing is the expansion of omnichannel strategies, as well as how AI is set to revolutionise e-commerce marketing by enabling hyper-targeting and personalisation. 

“Customers expect a seamless experience whether they shop in-store, online, or through a marketplace. Additionally, leveraging AI and machine learning to optimise marketing efforts and improve customer insights presents a significant opportunity,” she said.

She added, “Predictive analytics will help forecast demand and optimise inventory, while chatbots and virtual assistants will enhance customer service. Moreover, AI-driven content creation and automation will improve marketing efficiency.”

It is worth noting, however, that there are also challenges in the implementation of these new types of technologies for e-commerce marketing strategies.

“Challenges include navigating regulatory landscapes, as different countries within SEA have varying regulations regarding online pharmacy retail. Another challenge is building and maintaining customer trust in a space where product authenticity and safety are paramount. Lastly, the competition from both local and international players is intense, requiring continuous innovation and differentiation,” she explained.

To solve this, she stated that at BIG Caring Group, they are investing heavily in these technologies, focusing on upskilling their workforce to leverage tech tools effectively. Additionally, she also stated that the company is continuously enhancing their data analytics capabilities to gain deeper customer insights and improve decision-making.

Requiring a customer-first mindset approach

When asked about the balance between human intervention and technology implement, Siew Lai said that investing in AI and automation can free up human resources to focus on more strategic, creative, and relationship-building activities. However, there is also greater need to have the ‘human touch’.

“Striking a balance between efficiency and human centricity requires a customer-first approach. Companies should leverage technology to streamline processes and gain efficiencies, but not at the expense of the customer experience. This means maintaining a human touch where it matters most, such as in customer service and personalized interactions,” she explained.

Additionally, she also said that gathering and acting on customer feedback can help ensure that the technology implementations are enhancing rather than detracting from the customer experience.

In her particular industry, she explains that the e-commerce landscape in the retail pharmacy scene is likely to see significant growth and transformation. For her, they anticipate a greater integration of digital health services, such as tele-consultation, e-pharmacy, with e-commerce platforms.

“BIG Caring Group aims to be at the forefront of this transformation by continuously innovating and adapting to changing market dynamics. We are committed to enhancing our omni-channel presence, expanding our digital health services, and leveraging cutting-edge technologies to improve customer satisfaction and operational efficiency. Our goal is to set new standards in the healthcare ecosystem that allows continuous monitoring of health and well-being, centre around patients self-care,” she concluded.

By focusing on personalised experiences, data-driven insights, and targeted engagement, these strategies transform the online shopping process into a more intuitive and satisfying experience for consumers. This not only increases customer retention and loyalty but also drives higher conversion rates and revenue growth. 

As the digital marketplace continues to evolve, retail brands like those in the consumer pharmaceutical scene that prioritise and innovate in their e-commerce marketing efforts will be better positioned to meet the ever-changing demands of their customers, ensuring sustained success and a competitive edge in the industry.

MARKETECH APAC is leading the conversation on the future of e-commerce marketing strategies this 2024 and beyond with the E-Commerce Marketing in the Philippines 2024 conference on August 14, 2024 at Crowne Plaza Manila Galleria. Join us and become an integral part of a dynamic community committed to pushing the boundaries of innovation and fostering unparalleled growth in the e-commerce domain.