How Central Retail is Emerging as a Frontrunner in Omnichannel and Personalization

With the rolling out of a myriad of digital payment options across the retail landscape, Thailand-based Central Retail Corporation is emerging as a titan in many markets across SEA, connecting all user interactions from offline to online and Augmented Reality (AR) as well as metaverse to enhance their customer experience.

By leveraging on their digital mastery in extracting deep insights to fuel understanding in customer changing needs and demands, this unlocks unprecedented efficiencies. With its elevated omnichannel platform (the first in SEA!), and a treasure trove of digital data in their ecosystem, it hopes to offer what they crave for: a frictionless shopping journey, bouncing between stores, apps, and social media with ease. One bad experience, and they are gone!

David Llamas, Chief Digital Officer, shares his insights on how to enhance the digital architecture and technological systems that can offer a single, integrated view of customer data across multiple touchpoints. The implementation of a new order management system helps to give an overview of the stocks across all their entities, allowing them to extract real-time inventory data within seconds.

He further expounds on,

• Making great strides ahead in innovation by expanding their pipeline of payment options such as credit cards, debit cards, QR codes, bank transfers, virtual wallets, and many more!
• As advocates of personalisation, the brand wishes to cater tailor to customers’ needs by optimising their buying processes to maximise sell-through rates and minimise obsolescence!
• Stretch your customer base by opening new sales channels like LINE to elevate convenience, coupled with services such as Click and Collect, Buy Online and Return In-Store etc.
• Making AI-driven decisions and insights for effective demand forecasting and inventory management can optimise sales even at upcountry markets which the retailer hopes to further capitalise on soon!