Tag: Data

Singapore – Last April 28, MARKETECH APAC, in partnership with Oracle, gathered marketing leaders from the Southeast Asia region in the webinar, ‘The Future of Marketing: Loyalty-led strategies in a cookie-less world’, to discuss and uncover how loyalty-led strategies can help brands thrive in digital advertising amidst the elimination of third-party cookies. 

Lisa Collins, director of strategy, Oracle Customer Experience, through a keynote presentation, shared how web 3.0 will transform the way consumers interact and engage with brands and the implications on data collection in this new world. She further explained how loyalty marketing seamlessly fits into the picture as a viable alternative to obtaining quality data sans third-party cookies. 

Collins shared how the present evolution in digital advertising presents opportunities for loyalty programs to be transformed as a key to achieving healthy data exchange. Where loyalty only used to mean rewards and points at best, Collins shared the different innovative ways that brands can deliver them now amidst the increasing popularity of NFTs and cryptocurrency.

Meanwhile, the topic was further delved into with a panel discussion that was participated by marketing heads from Malaysia and the Philippines. Together with Collins; Norsiah Juriani Johari, vice president for product marketing at Astro Malaysia, and Anvey Factora, head of marketing communications, e-commerce and retail at Canon Philippines, shared their expert views and insights into implementing first-party data strategies and data’s role in developing loyalty marketing for the future.

Each of the panellists also highlighted the trends they believe will have the biggest impact on performance and loyalty marketing in 2-3 years, resulting in an insightful discussion about NFTs, ‘revenge’ travel, and the ‘revolution’ of e-commerce. 

The webinar drew 153 marketing professionals from a variety of industries, including retail and e-commerce, media and entertainment and CPG. Most attendees hailed from the markets of the Philippines, Singapore and Malaysia, and those who took part were from companies Bosch, Estee Lauder, Hmlet, Loob Holding, Mastercard, Sanofi, Sunway Malls, The Ascott Limited, True Digital Group, and Xendit. 

On the webinar, Collins commented, “Providing delightful contextual customer journeys [is] critical to customer acquisition, retention and loyalty. As marketers, we’ve always relied on a rich array of data signals to inform these journeys. However, with the imminent demise of third party cookies, a key ingredient for consistent personalised targeting hangs in the balance.”

“But let’s take a step back to understand the root cause of this issue: Consumers are fed up with giving over their personal and behavioural data with their only reward being more personalised advertising. This was arguably what led to a raft of privacy changes and also why the web3 ethos is resonating so strongly: people want to feel meaningfully rewarded for consuming content, for engagement, and for their own creative contribution,” Collins added. 

Meanwhile, Shaina Teope, regional editor of MARKETECH APAC, and also moderator of the panel, remarked, “With the rapid changes in digital, we made sure that with this webinar, we covered good ground on such developments, so it’s not just about discussing cookies, but how these privacy changes will affect brands as we enter a more decentralised internet.” 

“With the combined presence of our marketing leaders, we were able to get into what the future looks like in digital advertising, web 3.0, and loyalty marketing. We’re confident that with this discussion, we’ve become more ready to sail uncharted waters,” added Teope. 

On-demand access to the webinar is now available. Get your access HERE.

Sydney, Australia – Travel and leisure e-commerce platform Klook, reveals its latest data on the bookings they received since the start of 2022 which makes Victoria the number one destination for inbound tourists representing over 48% of bookings.

Klook data shows that Victoria is the number one destination for inbound tourists, representing over 48% of bookings while New South Wales and Queensland trail at 20% and 16% respectively. New South Wales has been toppled by Victoria as the most popular Australian state for overseas travellers to visit. 

Co-founder and COO, Eric Gnock Fah at Klook heads to Sydney for the Australian Tourism Exchange to share the news. 

According to their data, Melbourne is the top choice for Singaporeans. This renewed interest in Victoria has been driven by Singapore, which has been leading the way for the rebound of international travel to Australia. Tourism Australia research has shown that Singapore flight bookings are up 207% against the same period in 2019.1 79% of activities and experiences booked on Klook from overseas customers since the start of 2022 have been from Singapore, with growing interest from Malaysia and Thailand.

These travellers from Southeast Asia are booking more tours and activities over attractions, revealing that they desire nature and wellness over urban hotspots. Some of the most popular experiences booked are the Great Ocean Road tour, Yarra Valley tour, Phillip Island Nature Parks Penquin Parade and Blue Mountains Scenic World reflecting how they have been craving for a taste of Australian culture and its beautiful nature.

Fah will be touching down in Australia for the first time since 2019 to attend the Australian Tourism Exchange as part of Klook’s ongoing efforts to support Australia’s cross-border travel recovery and bolster the reinvigoration of Australia as a leading travel destination in the Asia Pacific.

Jakarta, Indonesia – The e-commerce market in Indonesia is expected to grow by 23.8% in 2022, and will be valued at IDR420t (around US$30b), according to insights from data and analytics company GlobalData.

According to the data, e-commerce payments in Indonesia are forecasted to rise further at a compound annual growth rate (CAGR) of 22.0% between 2021 and 2025, to reach IDR753t (US$53.8b) in 2025. Part of the forecasted growth’s reason is due to factors such as rising Internet and smartphone penetration, the growing middle class population, and proliferation of online merchants and payment tools.

In addition, the insights also noted that the rise in local e-commerce is also supporting the emergence of new payment models such as buy now pay later. The Indonesian buy now pay later market is crowded with several players including banks and payment service providers offering this service.

Nikhil Reddy, payments senior Analyst at GlobalData, commented, “Online shopping is popular in Indonesia, a trend that has become more prevalent amid the COVID-19 pandemic. The recent outbreak of the Omicron variant has further led to the resurgence of new cases, the highest in the last six months, which is likely to drive online shopping.”

He added, “The COVID-19 outbreak has accelerated consumers’ shift from in-store to online payments. The uptrend in e-commerce sales is likely to continue over the next few years, supported by government initiatives, growing consumer preference and improvements in payment infrastructure.”

Singapore – As the future of cookie-based customer engagement is slowly crumbling, businesses must learn how to leverage their own data strategies, including the implementation of first-party data use to optimise their customer experience, the latest survey from outcome-based marketing organisation Epsilon shows.

According to the global survey, over 60% of surveyed brands suffer from incomplete customer profiles relating to gaps in first-party data held on customers, while only 17% of surveyed brands have advanced first-party data strategies that give a holistic, near complete view of their customers. In addition, about 24% of respondents have data that is fragmented and siloed by channel or business function, disabling their ability to adapt to changes in customer behaviour quickly.

Patrick Sim, senior VP of APAC and MEA at Epsilon, said, “The decay of cookie technology is now forcing many brands to alter their strategies to meet changing customer expectations. Moving forward, CX practitioners and marketers should conduct frequent assessments of their data management and customer engagement strategies to deliver loyalty-winning customer experiences and boost customer lifetime values.”

The survey also noted that over 40% of those surveyed are in the early stages of rolling out first party data capture strategies, indicating a shift in identity data management. In terms of considering the effects of cookie deprecation, 61% of respondents plan to alter their engagement strategies. In selecting a solution provider and identity resolution partner to assist in managing customer identity data more effectively, accuracy (77%) and compliance (68%) emerged as the most desired traits, beating cost (2%).

Sim added, “Campaigns run on third-party platforms rarely provide customer intelligence to companies, and this lack of intelligence in the system leads to a vicious cycle of continued dependency on these platforms. The solution is to invest in owned platforms and software for customer engagement, allowing for relevant, timely and compelling communication.” 

He further noted, “Businesses need to prioritize gaining an understanding of their data footprint and enhancing their data strategies, which must include capturing and leveraging first-party data to drive optimal customer experiences.”

Singapore – With many brands going more digital, amplified during the pandemic, brands need to understand that they need to be innovative and creative in their upcoming business strategies and endeavours to further reel in potential customers, a report by global marketing agency TEAM LEWIS and audience insights company GWI showed.

According to the trends guide, screen time continues to grow in most countries, with the exception of Malaysia and Singapore, furthermore, Hong Kongers & Malaysians prefer to spend more time on their mobile devices compared to PCs, laptops, and tablets. In terms of device ownership, audiences own at least three devices, Malaysians on average own fewer than three devices but spend the most time on the internet globally.

The report notes that the top concern amongst consumers is how companies use their personal data online, with 39%, followed by a preference to maintain anonymity online, with 34%.

The marketing landscape was also highlighted, with the website serving as a leading channel with 56% of audiences visiting a brand’s websites in the last month. Newsletters and emails were also still proven to be effective with 26% of the audience reporting to reading them. In line with the theme of ending monotony to avoid marketing immunity, consumers unanimously wanted brands to be innovative, authentic, and reliable.

In the last three years, there has been an increase in consumption of music streaming services and podcasts with Singapore seeing the most growth year-on-year.

Finally, only 23% of consumers globally think social media is good for society with Malaysians being the most positive about social media, with 40% seeing it as a force for good.

Simon Billington, executive creative director at TEAM LEWIS, said, “It’s no longer as simple as getting in front of your audience with a single message as many times as possible. Consumer expectations of a brand’s interaction with them are clear. They want unique, attention-grabbing creativity delivered in a personalized way. The complexity of the message and the vehicle the message is delivered in is paramount to success.”

Going back to basics

COVID has turned businesses upside down and highlighted weaknesses in legacy systems used within organisations. Organisations are now in a position to consider either resuming business-as-usual practices or seeing the pandemic as a fresh opportunity to reinvent in order to thrive in the new economy.

Those who have gone ‘back to basics’ and rethought a more innovative, data-driven approach are strategically driving revenue, enhancing customer experience, and managing costs. In fact, more than ever before, data and analytics, combined with faster delivery, reliability, and scalability are now critical to uncover new revenue streams and enhance commercial offerings.

Data is data, how you derive insights unlocks its value

There are now over 44 zettabytes of data being generated every year. At an organisational level, a business can have millions or billions of data points, but it is the insights you can glean from the data that hold value. So how do we take the right data sets and turn them into actionable insights that support business objectives like revenue growth, enhanced customer experience, or cost management?

Critical data-driven revenue pillars explained

There are two pillars of generating revenue. First, organisations can infuse analytics seamlessly at key decision points and go beyond traditional dashboards. To achieve this, organisations need to articulate their insights outside the dashboard. While dashboards are handy to communicate data, they do not drive actionable insights as staff are unlikely to check the dashboards every morning.

The real value is created when data-driven insights and critical data sources are available at key points of business decision-making. Organisations want their data to be relevant, in context, and personalised. When the right data sets are available at the right place and at the right time, organisations will derive far more valuable insights to drive faster decision making at scale. By infusing analytics at those key decision points, organisations have an exciting opportunity to monetise and leverage these data-driven insights immediately.

The second pillar of generating revenue is by embedding data into the solutions, applications, and interactions leveraged by key stakeholders such as customers, partners, and suppliers.

A common sentiment is “we want it better, faster, cheaper but you can only do two.” However, stakeholders want all three. So how do organisations get better margins from the data they have?

By leveraging the power of data, it’s easier to understand business problems and goals such as generating revenue or addressing a customer issue, which therefore optimises stakeholder interactions, enhances customer experience, or manages costs.

Standing out from the crowd

Having the right tools to decipher through data and give an organisation the right information at the right time can be revolutionary to a business.

As an example, Sisense recently helped a large retailer remedy their customer ‘churn’ problem by infusing data analytics across the organisation.

Before leveraging Sisense, the retailer had many manual processes. Their staff was required to check an Excel spreadsheet every morning to view and enter data on customer orders. Sometimes the staff found that an order was delayed for more than 72 hours and the customer hadn’t been contacted.

Once the retailer began infusing analytics into the business, employees started getting an alert about delayed packages. As part of the alert, the staff member was given a list of actions they could activate to compensate the customer for a delayed order, such as a free gift or discount.

These alerts are all now API driven. The insights are sourced from the dashboard and automatically offered to the staff member at the point of decision making. The team no longer needs to access a dashboard or an Excel spreadsheet to understand what they need to do. The process is instantaneous. When something happens, the staff gets a message immediately.

By ‘infusing’ data analytics, the retailer has now significantly improved its customer experience. Their customer satisfaction increased, repeat sales became more evident, and complaints decreased significantly around the holiday season. And this is just one of hundreds of examples of great data-driven strategies currently revolutionising business operations all around the world.

New year, a new way of working

Looking back, the way data and insights have been procured has evolved significantly over the past thirty years. In the 1990s, organisations required help from large enterprises or the IT department to access data-driven insights. It was a cumbersome and lengthy process that could take over a month.

The mid-2000s saw the advent of desktop solutions, business intelligence, and analytics. Data visualisation and storytelling became important for future-focused organisations as they allowed them to manage the data internally. These were the best-of-breed solutions.

Now, organisations have next-generation technology, cloud-based solutions, API driven and AI-driven machine learning solutions. Technology is changing constantly and offering more exciting and groundbreaking new opportunities.

These dynamic changes to technology means that organisations are at different stages of the analytics maturity curve. Some organisations are still using manual Excel spreadsheets to manage their data, while others are at the cutting edge of innovation, leveraging data in exceptional ways to drive business growth.

With the landscape evolving so rapidly, we are currently on the precipice of change once again with infused analytics. The new year brings with it exciting opportunities to unlock new revenue streams, infusing analytics into commercial offerings, and turnaround operational efficiencies at scale – all through the power of data.

This article is written by Rohan Persaud, director of channels and alliances at Sisense for APAC.

Sisense is a business intelligence company. Sisense Fusion is its highly customisable and AI-driven analytics cloud platform that infuses intelligence for companies.

Singapore – The short video sharing platform TikTok continues to rise in popularity globally, with the app being the most-downloaded app across Google Play and iTunes globally on Christmas day, the latest data from mobile data and analytics company App Annie.

Social media platforms Instagram, Facebook, and WhatsApp–all owned by the recently rebranded tech giant Meta–ranked second to fourth. Meanwhile, social messaging platforms Snapchat and Facebook Messenger ranked fifth and sixth respectively.

Encrypted messaging platform Telegram ranked seventh, highlighting continued consumer patronage of encrypted messaging services along with strong network effects from a growing user base.

Singapore-grown Shopee ranked eighth, the highest-ranking shopping app worldwide, driven by strong uptake in India, LATAM, and Southeast Asia. Spotify ranked ninth globally for downloads. The music streaming app likely received a boost in demand from its end-of-year ‘wrapped’ campaign that has been widely shared on social media.

Lastly, video editing platform Capcut ranked tenth in the most-downloaded apps globally.

In terms of games, ‘Brain Story: Tricky Puzzle’ by Onesoft ranked first following a version released on Dec 21, 2021. ‘Poppy Rope Game’, an open-world action game by Zego Studio ranked second and ‘Rocket League Sideswipe’ by Psyonix (Epic Games) ranked third — a race car soccer game popularized on PC and console, this is the latest example of a gaming title successfully migrating to mobile.

Meanwhile, streaming platforms YouTube, Disney+, and HBO Max all ranked in the top 5 as demand for streaming exclusive content remained. In the case of YouTube, consumers preferred to subscribe to remove ads. It is also noted that digital collectibles app VeVe ranked ninth by spend — an indication of the demand for NFTs.

In terms of games, ROBLOX saw the greatest consumer spend as gamers worldwide spent Christmas day building in the metaverse and upgrading avatar skins and other in-game consumables. Free Fire ranked third for consumer spend — further evidence of online multiplayer gaming driving deep engagement and cross-device play.

Last 2 December, MARKETECH APAC, in partnership with Adzymic, gathered marketing leaders from top brands in the Philippines to discuss the future of personalization in marketing in 2022.

Moderated by Marilyn Romero-Ventenilla, senior director for communications and marketing at Teleperformance Philippines, the panel roped in Allenie Caccam, head of marketing of AirAsia Philippines; Anvey Factora, the head of marketing communications, e-commerce and retail at Canon Philippines; and Mark De Joya, chief operating officer of Max’s Restaurant.

Data – leveraging it to learn and adapt to the nuances of the consumer – this is what all marketers agree as the sureshot personalization strategy that will sail brands in the right direction, no matter what the changes will be in 2022.

Factora of Canon Philippines said in the panel that planning way too ahead would turn counterproductive to the situation at hand since the consumer is rapidly changing in tandem with the fast shifts in the pandemic. Coming up with multiple strategies then would be the best approach.

“I think the best approach or strategy is to come up with multiple strategies that you can realistically activate in this constantly evolving world that we all have right now because at the end of the day, if you plan in advance, maybe a year, it may not be as effective as it could be in the next three weeks or two weeks because of all the lockdowns happening, because of all these pandemic variants coming into the picture,” said Factora in the panel. 

When the pandemic struck in 2020, Canon Philippines greeted a boulder of a challenge with the creative and imaging industry being one of the badly hit industries. Since local travel came to a halt and events all pivoted to virtual, there had been less reasons for people to buy and invest in imaging products. 

Caccam of AirAsia Philippines, on the other hand, shared what the airline industry had to deal with in order to retain consumers amid shut local and international travel. Being a highly regulated sector, Caccam shared that answering to multiple stakeholders became a top challenge for AirAsia. Aside from thinking of ways to keep the airline in consumers’ top-of-mind, it also inevitably carried the responsibility to build up the confidence of travelers as travel gradually reopens.

“So when the pandemic hit, everything was constantly changing; from safety protocols to travel regulations, imagine the coordination that needed to happen for us to personalize our marketing efforts. It was definitely a challenge.” 

Max’s restaurant, a well-known local F&B brand in the Philippines, meanwhile, was thrust fast into digital transformation during the pandemic. Its COO Mark De Joya on the panel shared that from being an analog brand, it has become something that is very much reliant on digital fulfillment.

Leveraging data acquisition in 2022

With the consumer now becoming more unpredictable due to the rapid changes in lifestyle, it demands brands be more granular and targeted in their approaches; and marketing leaders agree that this can be achieved by continuously obtaining real-time data.

Caccam said, “I think personalization based on data will help us offer the right product at the right time [and] at the right price. So this is hard but by listening to customer pain points from different channels and combining it with data trends, I think brands can stay relevant.” 

Moving forward in the pandemic, consumers would be zeroing in on brands that bring greater convenience considering the inevitable distress the current situation is causing them. With this, Caccam also believes being a one-stop-shop for customers would be a crucial determinant of how they choose what brands to trust.

“So it’s really creating that personalized trust and being a one-stop-shop for your customers especially because I’m in the airline industry and you know our product is basically really good service, so I think that’s one personalization strategy that I would stick with coming into 2022 which is a recovery period for our industry,” said Caccam.

This is also something that De Joya agrees with, especially that Max’s is part of a larger group together with local and franchised F&B brands.

“Personalization comes from having more and more parts to stitch together and with the array of brands we have, covering separate cohorts and different territorial strengths [has grown in importance],” said De Joya. 

De Joya adds how the current times present a good opportunity to experiment combining brands, or for that matter, services together in order to create a new value for consumers. 

“We have such a great opportunity here to blend our brands together and make sure that if I’m not eating Sinigang today and I want to eat pizza tomorrow, and I want donuts on the weekend, [we] are able to blend together the branded offerings,” said De Joya. 

De Joya further comments, “So our definition of personalization here is understanding that there is more to life than the dish in front of you or the particular dish that we’re craving. It’s an integrated ecosystem of different brands which leads to several service platforms that we had to come up with…just to be able to make sure that we’re all able to offer that variety.”

While on the maturity of data acquisition, De Joya says, “I think [data] is something that we have truly invested many resources into. We really [are] able to identify the nuances in the behavior of our customers now not just the basic stuff like frequency, recency, [or] basket size but even trying to get the nuances [such as] what sort of dishes do they favor [and] what are the cross-brand usages that they have.”

With this, Factora agrees, “Data remains to be king when you [personalize] campaigns. You have to understand really how your customers are, how the data would be helpful to that campaign. I think the best approach in terms of creating a holistic strategy towards personalization is number one, properly understand your data. Having the right platform is important [together with the] right message and right channel.”

The panel was part of the webinar What’s NEXT: Digital Marketing in the Philippines which was held last 2 December 2021. Register here to gain on-demand access.

———

The article is published as part of MARKETECH APAC’s thought leadership series What’s NEXT. This features marketing leaders sharing their marketing insights and predictions for the upcoming year. The series aims to equip marketers with actionable insights to future-ready their marketing strategies.

If you are a marketing leader and have insights that you’d like to share with regards to the upcoming trends and practices in marketing, please reach out to [email protected] for an opportunity to have your thought-leadership published on the platform.

Manila, Philippines – With pets being a new way for people to cope up during long lockdowns, the love for furry friends by Filipinos accounts for 53% of the total online searches related to pets in the Southeast Asian region, accounting to 7m Google searches and the highest in the region, new data from e-commerce aggregator iPrice shows.

In 2021, Google searches for pets will total roughly 12.9 million, up 88 percent from the same period in 2019.

Filipinos’ searches for pets from January to September 2021 have increased by 118% compared to the same time period in 2019. This makes it the highest increase in the region, along with Malaysians.

On other markets, Vietnam has the lowest increase (34%) despite their abundant Google searches for pets, rising only by over a third of 2019 numbers this year. Meanwhile, Singapore’s interest for pets was highest in 2020, and slightly decreased by 7% in 2021.

Data regarding demand for pet supplies showed that the Google impressions on their category for pet supplies have increased by 158% across all their six platforms in Southeast Asia. The period of January to October 2021 was compared with the same period of the previous year. 

Impressions based from iPrice Philippines’ pet supplies database have more than doubled, from over 400k the previous year to over a million this year. The rise in pet adoptions and purchases is evidently good for pet stores.

Meanwhile, iPrice’s platform in Thailand leads with the highest increase of impressions on pet supplies, around 4.5x more than the previous year; followed by their Malaysia platform, increasing by nearly 3.5x more. Meanwhile, iPrice’s Vietnam platform comes in third, with a 220% increase in impressions on pet supplies. It more than tripled from last year’s numbers.

And in regards to whether cats or dogs are the most-beloved pets, data showed that Southeast Asians’ interest in dogs is over 5x more than their interest in cats. The same comparison is consistently seen in the Philippines; Filipinos searches for dogs, whether for sale or adoption, are 460% more than their searches for cats.

Singapore – To accompany its existing Consumer Intelligence Acceleration Platform™, consumer intelligence company Talkwalker has launched new products to deliver brands actionable consumer intelligence to drive business impact, as well as to accelerate growth of Talkwalker’s social listening capabilities.

The new products include Market Intelligence that provides consumer trends analysis and real-time industry datasets, with an app per category, to fast-track innovation; Customer Intelligence which creates a unique single customer view by combining customer and consumer data, social, ratings, and reviews; and Social Intelligence which is an expansion of Talkwalker’s deep social listening capabilities at scale, to help companies protect, measure, and promote their brands.

“Our new products and platform expand our deep listening capabilities into new areas, arming brands with insights that they can benefit from immediately. Only Talkwalker can help them get closer to their customers than ever before, and enable them to shape products, campaigns, and services to meet the market’s ever-growing demands,” said Tod Nielsen, CEO at Talkwalker.

In addition to their recently-launched products, Talkwalker has also launched its new professional services called the Talkwalker Activate team, which offers a broad range of customer services, including training, onboarding and insights, to help clients accelerate their time to value with Talkwalker technologies, from investment to real-world results.

Furthermore, Talkwalker has also announced that the company has been recognized as a Twitter Official Partner, where they demonstrated during their recent Talkwalker ‘Dare to Accelerate’ event that the social media platform can be used by businesses social listening, market research, customer intelligence, and product development.

“We will continue to listen forward and ensure our technologies and solutions are fit for purpose. This will enable brands to profit from actionable consumer intelligence to drive business impact,” Nielsen concluded.