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Beyond the Bowl: How Vincent Lua Stirs the Customer's Phygital Experience Blending Physical and Digital Experiences in today’s fast-paced world, where customer expectations are evolving at lightning speed, staying ahead demands more than just innovation. It requires reinvention. Businesses everywhere are challenged to seamlessly blend the physical and digital realms to create extraordinary experiences. From reshaping how we dine to redefining convenience, the ability to adapt and embrace technology has become the cornerstone of success. In 2015, Vincent Lua, the CEO of Cravito Group, found himself at a pivotal moment. He recognized the need to adapt to local preferences while introducing unfamiliar concepts to a new market. His response was to innovate, merging traditional offerings with modern digital strategies. By embracing online platforms, delivery partnerships, and customer-focused loyalty programs, he showcased how technology could expand reach and deepen engagement beyond physical boundaries. “Digitalization is kind of like giving the efficiency towards the customers,” Vincent explains. The rise of e-commerce and delivery platforms has revolutionized consumer behavior, making it possible for people to access products and services without leaving their homes. This shift has reduced foot traffic to traditional retail spaces but has also created new opportunities for businesses to thrive in the digital landscape. By leveraging these tools, companies can cater to evolving demands while optimizing operations for efficiency. Technology plays a pivotal role in delivering exceptional customer experiences. From self-service kiosks to synchronized systems that streamline operations, digital tools are transforming how businesses interact with their customers. Automation and customization have become key, allowing companies to manage inventory, track orders, and provide real-time updates seamlessly. These advancements not only improve efficiency but also enhance satisfaction by reducing wait times and offering personalized interactions. Looking ahead, the integration of concepts like cloud kitchens and hyper-connectivity promises to reshape the landscape further. These models optimize space and resources while catering to a growing demand for delivery services. By incorporating multiple brands or offerings within a single location, businesses can maximize revenue while providing diverse options to consumers. This approach highlights the potential of technology to drive both innovation and profitability. Ready to stir the ordinary and submerge into the extraordinary? On February 26, 2025, the Retail & E-Commerce Summit Asia hits Kuala Lumpur, and it’s going to be nothing short of groundbreaking. This isn’t just a summit—it’s your backstage pass to the future of business. Meet game-changers, steal their secrets (with permission, of course), and unleash your own innovative edge. Check out our RESA Malaysia 2025 Landing Page at: https://rockbirdmedia.com/all_b2b/resa-my-2025/

With rockbird media’s rebrand of its HR Leaders series into hrX, we are excited to bring the top HR leaders for its first launch in Singapore. Which is why for this spotlight feature, we sat down with Simon Ong, Chief Human Resource Officer at NTUC First Campus to hear how they have managed to bag the Gold Harmonia Award for HR Asia’s Best Companies to Work For in Asia  and the Most Caring Company Award  last 2024. Astonished by their recent achievements , we asked what initiatives they have done to attain them, and we were taken aback by Simon’s answer as it is their sixth consecutive award for the former, and fourth consecutive award for the latter.  Their plans are anchored around three pillars of their employee value proposition. They are shared purpose, tailored growth, and innovation for impact. For the first pillar, initiatives are intended to reiterate and strengthen their purpose through the likes of visiting their preschools, having management fireside chats, organizing a fundraising carnival with game booths that raise funds to support families in need through their foundation, and lastly, a partnership with food from the heart organization. For the tailor growth and innovation, learning and development programs were launched in order to focus on the development of employees. Importantly, he shared that they have a medical benefit scheme, external counseling hotline platform and even a peer support program in collaboration with  Singapore's Health Promotion Board. “We also take care of our employees' wellbeing and have launched numerous initiatives and programs to ensure that we journey with them through their different stages of life.” As we were on the topic, we asked what future trends he’s anticipating in terms of mental health support in the workplace, and how he’s planning to stay ahead of those trends? The CHRO was happy to say that there is an increase in individuals seeking help with mental health issues with the trend unlikely to decrease. Adding his personal view, he believes there is a clear need for employers to consider accessibility to support programs as there is a need to raise such awareness and reduce stigma to mental wellness. “We should help our leaders as well as fellow colleagues who are peers to all these employees to be able to recognize and lend support or at least point them to the direction where the resources are to assist them… creating a stronger awareness and acceptance within the organization will be two key areas where I think employers should focus on.” Going on a different route for the last question, we asked Simon what disciplines from his military background were he able to apply in his work as an HR leader. Reminiscing on his time in the military, he thought of three important thought processes: Number one is critical thinking, Secondly is the ability to make decisions. “As simple as it may sound, to me this is closely linked back to critical thinking as you do not just exercise your ability to think but you must have the ability to make a timely decision. Now gone are the days where we know we can take our time to perfect a solution or a plan before launch. In this day and age we will be left behind if we take our time to perfect a solution.”  Third and not the least of the critical skills that he believes, is an important combination of adaptability and agility. Destigmatizing mental health is an important practice. We’ve come far, but not far enough. That is why rockbird media is glad that NTUC First Campus’ very own Simon Ong shared many of their successful initiatives with us. And the best thing is, there’s more to come from him. Where? You can catch him and other top voices in the HR industry initiate the talk to prioritizing wellbeing in the new world of work at hrX this upcoming February 27 in Singapore. You’ll have a great HR experience with us! Learn more about   Rockbird Media

Is it the Era of Omnichannel’s AI Apocalypse? Questions for the Digital World In the modern, rapidly-moving, technology-oriented environment, it's simple to become immersed in the excitement surrounding Artificial Intelligence. Caroline Wee, the Vice President of Loob Holdings, is shaping a new direction for seamless omnichannel. The future focuses on integrating humans and machines, aiming to combine the strengths of both to improve our work and lives. AI has certainly made waves in recent years, but Caroline warns against rushing into the belief that it will fully replace human roles. "In terms of digital and AI, we might have been a bit too hasty to jump into AI, assuming that it would replace everybody and every one within the workforce" she shares. "When we look at AI we think of it as an omni-powerful being that can kind of change the world. But the truth of the matter is, AI still draws from a data source that is largely human made." For Caroline, the future of AI isn’t a cold, automated utopia. Instead, it’s a harmonious marriage between human creativity and machine intelligence. She believes that in the near future, achieving success will result from merging the two approaches by utilizing AI's data-based insights alongside human intuition, creativity, and perspective. AI gains knowledge from the data we supply, and if that data contains errors, the outcomes will be erroneous too. It's not a matter of substituting humans but rather improving what we can achieve with the assistance of AI. In the realm of marketing, AI can feel like both a blessing and a curse. Caroline, like many marketers, has occasionally found herself relying on AI to generate ideas—especially for someone when deadlines are approaching. But here’s the catch: AI can help jump-start the creative process, but it can’t replace the human spark. Without the human’s supervision, AI might overlook important nuances, like changes in cultural perspectives or the emergence of a new social movement. AI can identify the patterns, but it’s us people who ensure that things remain pertinent, new, and in sync with current events globally. So what does the future hold for AI and humans in the workplace? Caroline sees a future where both work together, each enhancing the other. “It’s all about leveraging AI to improve how we work and live,” she believes that AI shouldn’t replace people but it should enhance our abilities. Whether you're a marketer looking for fresh ideas, a business leader navigating digital transformation, or just someone trying to figure out how to thrive in an AI-powered world, the key is clear: AI is a partner, not a competitor. Humans and AI are better together. And isn’t that what the future of work is all about? Creating more ways to touch other’s emotions by integrating AI isn’t easy. Join us and let's create more footprints in the path at the Retail and E-commerce Summit Asia on February 26th. It’s not just about networking but all about exchanging insights with the experts from the same field to reshape the future! To learn more, visit our RESA Landing page here .

MANILA —On the morning of November 27, 2024, Rockbird Media hosted its first-ever Finance Tech Community Coffee Chat at the Grand Hyatt Manila. The event brought together key stakeholders from the financial technology sector for engaging discussions over a thoughtfully curated coffee breakfast. This innovative platform facilitated the exchange of insights, tackled pressing challenges, and explored emerging opportunities in an intimate and collaborative setting. As the Community Partner , Oradian  played a pivotal role in the event, reinforcing the collaborative spirit and commitment to advancing the fintech industry. The event’s keynote speaker, Spark Perreras, CEO of PearlPay, set the tone for the morning with a compelling discussion on the transformative potential of digital financial services. Perreras highlighted how PearlPay is driving financial inclusion by equipping Community-Based Financial Institutions (CBFIs) with digital tools to modernize their operations. These tools improve efficiency and empower CBFIs to offer accessible financial services to underserved communities. “Our mission is to bridge the gap between traditional banking systems and the demands of a rapidly evolving digital landscape,” Perreras stated. The agenda further delved into groundbreaking advancements in the fintech ecosystem. Glen from PDAX underscored the significance of the recent partnership between Bitcoin and GCash, a move that accelerates the integration of cryptocurrency into mainstream financial systems. By leveraging this collaboration, the industry takes a step closer to making digital assets more accessible to everyday users—a key milestone in fostering widespread cryptocurrency adoption. Operational efficiency and strategic alignment were also prominent topics. A representative from Metrobank shared insights into aligning strategic value with day-to-day operations to enhance service delivery and customer satisfaction. These discussions highlighted the critical need for agile strategies in today’s competitive financial landscape. Another focal point was the exploration of project management workflows within the fintech sector. Attendees discussed creating high-level project strategies—referred to as “epics”—and breaking them down into actionable user stories and detailed design documents. These methodologies ensure that projects remain grounded in user needs while achieving organizational objectives. The conversation also extended into technology implementation. Speakers emphasized the importance of trunk-based development for managing version control and ensuring seamless integration during the software development lifecycle. Discussions on rigorous testing protocols, including unit tests and staging deployments, highlighted their role as vital steps before live implementation. One of the event's highlights was the exploration of QR-based transactions, a rapidly growing segment in digital payments. Perreras shared PearlPay’s systematic approach to deploying these technologies, ensuring compliance with global standards like ISO 20022 and mitigating risks associated with ambiguous transaction responses. These advancements aim to establish greater trust and reliability in digital payment systems. Additionally, backlog management and cross-functional collaboration were emphasized. Attendees discussed how product and business teams can work together to refine backlogs and align them with broader product goals, ensuring that every development effort contributes to a cohesive and effective user experience. By blending the relaxed atmosphere of a coffee breakfast with focused, high-level discussions, Rockbird Media created a space where industry leaders could connect meaningfully. The Finance Tech Community Coffee Chat demonstrated the value of combining thought leadership with informal engagement, fostering both innovation and collaboration. This inaugural event marks a pivotal step for Rockbird Media in its mission to build dynamic industry communities. With the success of this coffee chat and the invaluable support of Oradian  as the Community Partner, the organization has set the stage for future initiatives aimed at driving innovation and growth in the fintech sector.

When you hear the words leader, compassionate, and inspiration in the same sentence – you instantly picture people who have made a name for themselves through hard earned success. That’s the kind of leadership you can expect from Anna Febriana Triastuti, the Director, Chief Human Capital Officer at Mayapada Healthcare. For the upcoming edition of HR Leaders & HR Tech Series, rockbird media gives you an exclusive insight at one of its esteemed speakers in this Spotlight Interview. With Mayapada Healthcare’s launch of the “Deliver Better Care” program, we asked Anna what ways her HR Team delivered success for the company through this. “The goal is to create a thriving internal culture where employees feel empowered, engaged and aligned with our mission to deliver excellence in patient care… The key part of this initiative has been fostering employee engagement. We established transparent communication channels, such as the Mayapada Newsletter, regular town halls, and also team building activities through the so-called Amazing Race. Creating open dialogue, stronger bonds and cultivating a sense of belonging.”  The program’s impact has been highly encouraging as Employee Engagement scores improved across all units, reflecting stronger morale and alignment; with HR Services Satisfaction Survey also showing that employees feel more supported, contributing to a healthier, more collaborative work environment. She added that "Deliver Better Care" is not just an initiative but a transformative journey that has embedded the brand’s promise into the very fabric of Mayapada Healthcare. By aligning HR initiatives with their mission, they are building a culture where excellence in patient care is a shared value, allowing them to provide the best care possible and fostering a positive, high-performing work environment. Digitalization caused a disruption in many industries. Focusing on the advantages gained, We asked the best things it added upon integrating it in their workforce. The Chief Officer was glad to share how they embraced and use it to gain an edge. The move to a paperless environment, ease in accessing employee analytics, and receiving valuable feedback in the snap of a finger are some of the best conveniences that came to mind. “[Digitalization] has empowered us to build a responsive data-driven and high performing culture. Mayapada Healthcare is setting a strong foundation for the future. We deliver better care through the enhanced system and creating forward thinking strategies.” rockbird media was curious about the effects of digitalization on the workforce as it is here to stay, which meant upskilling and reskilling is a necessity moving forward. This prompted us to ask her predictions in the HR landscape as a result of further advancements in HR Tech. Anna’s answer? They already have plans.  This entails the use of Learning Management Systems with the help of AI, with the goal of making upskilling and reskilling precise. “ This future focus approach will help us to build a resilient leadership pipeline and also to support a flexible, adaptable workforce, ready to meet our high standard of care.” Finally, she emphasized that embracing these changes will position her organization to deliver better care and meet the future demands of healthcare with confidence and adaptability.  These are some of the things Anna was able to share in just a few minutes of the interview. Imagine what more she’s got up her sleeve in the upcoming strategy meeting this November 19 at Shang-ri La Jakarta. We’re excited to have you! Learn more about us: Rockbird Media

Scanning QR codes for payments is an amazing innovation. An algorithm that shows customer preferences? Better. But to be able to gather customer data for a more personalized experience without compromising privacy? Now that’s finger lickin’ good! In today’s tech savvy community it is of great pleasure to have Hendra Yuniarto the Chief Marketing Officer of PT Fastfood Indonesia (KFC and Taco Bell) dish out his expert take on the future of AI in the food and beverage world, unlocking both its potentials and risks.  In a recent conversation with Hendra, his face radiated with joy, yet an undercurrent of concern subtly colored the conversation. He mentioned how many are still scared to face and embrace change that comes with innovation and specified that people are still apprehensive of the common norm of losing their jobs to AI. As Hendra mentioned that for as long as one knows how to maximize the use of AI and use it for the good, it will work in humans favor and rather would help in daily tasks or even solve various world problems. Hendra then followed by mentioning data as the prime focus of the conversation, “It's very easy to get the data and collate habits from your customers and because without this engine, it's very hard for the marketers to get the data right. With AI, it's very easy for us to get the data and analyze it, maybe only in one hour”.  He emphasized that while AI can run independently, it still relies on human logic to function on its own,  “AI is the new technology, is the new voice for the marketing”  he said.  As the conversation unfolded, he expressed his enthusiasm for participating in the panel discussions. He emphasized how these discussions allow him to explore diverse perspectives and gain insights into new strategies and topics such as the emergence of AI in different sectors. He then specified how AI and personalization work hand in hand and mentioned a few points such as balancing cost and effectiveness in marketing strategies and using AI effectively. He emphasized that when AI is used effectively, it can improve customer satisfaction by providing personalized information through the customer’s preferred channels. From this view, it prompted the question in what ways does he believe that the summit can significantly impact aspiring leaders in the industry. He answered that today with AI, everything is much easier.  With AI, business developments are growing and are helping businesses expand their reach, he added: “it’s the presence, I think it's quite unique because they are not totally selling their product, but they are introducing what they can do”.  Hendra reminds us that to understand AI, thought leaders must take charge and show up, paving the way for others to learn and adapt effectively. Come hungry for knowledge and inspiration with Hendra at this year’s Retail & E-Commerce Summit Asia 2024 Indonesia. He’ll dive into the future of AI on November 21, 2024 at the Ritz-Carlton, Jakarta and gain valuable insights from some of the top leaders in the marketing industry.

The retail scene continues to evolve in Indonesia and so do the leaders. Fortunately, one expert has stepped up to ensure that leaders like him are also evolving and is hands on when it comes to collaboration, creativity and teamwork. In its latest feature, Rockbird Media is excited to present Kelvin Hong, the Director of Brand Marketing of A&W Restaurants International. Kelvin’s interview is one that inspires especially those of young and aspiring marketeers. With his 20 years of experience covering APAC, he shares his experience of how he climbed from the ground up. During the discussion, we sought to understand his contribution as a leader to keep abreast and ahead of the industry and how it influenced his leadership in his own organization. He mentioned that people are independent as individuals, but are equally interdependent and dependent upon each other. He recalled: “ I was once a young marketeer, just like everyone else, and we see how the world has evolved today into becoming a more digitally inspired or tech-based marketing. And things are really different from the traditional days where it used to be just classical or conventional marketing. ” Trends are continuously changing every year and for a company to stay abreast and ahead, it is natural to adapt to the trends and accept fresh new ideas. Kelvin mentioned: “ As marketers, we should always allow co-creativity and ideas and always give ourselves as well as our fellow team members, colleagues, and agency partners the opportunity to co-create and to build ideas that build the brands and shape the brand forward. ” To remain informed and proactive regarding these trends, continuous learning is a must. Continuous learning is vital, even for those in high positions. Learning is essential to understand the trends especially now that having the need to meet the evolving consumer demands are growing and always the top priority of companies. He specified that one being complacent may not always be a good thing as it means that people keep doing the same activities in the same way. Kelvin recalls how he always welcomes ideas and inputs from his team and is always brainstorming as a unit. The ability to recruit and retain digital-savvy talents today and having someone like Kelvin Hong as a leader for the brand makes a big difference honing potential leaders in the future. He stressed how important it is as a mentor to inspire the younger generation with great creative ideas so that the world of marketing will continuously bloom.  He expressed that fostering collaboration and creativity inspires greater teamwork towards working on the common goal. Which brings in the last question to cap off the interview, what impact does he hope to have on future generations in his industry? The answer? Simple, to inspire the aspiring marketers to keep the baton alive. As Kelvin quoted: “ I hope to leave an impact as a mentor and a coach whom is able to inspire a younger generation of future marketeers with greater creative ideas and whom are able to then make their own stamps or milestones in whichever industry they may be, whether in corporations as well as startups. I think it is important to keep the baton alive or to pass the baton to the next batch of aspiring future marketeers so that the world of creativity and the world of marketing continues to be brimming alive with ideas, with inspirations, and with a lot of jazz.” Kelvin emphasizes the importance of staying connected to one’s roots and the interdependence among individuals. He reflects on how continuous learning has been instrumental in shaping him into the leader he is today. He is ready to set foot for this year’s Retail & E-Commerce Summit Asia 2024 Indonesia. Join the gathering and grasp together some interesting and enticing insights on November 21, 2024, at the Ritz-Carlton, Jakarta. Gain valuable insights from some of the top leaders in the marketing industry, it’s an event you don’t want to miss!

Jakarta, Indonesia – As the year nears its end, rockbird media's Retail & E-Commerce Summit Asia prepares to drop the curtain of its 2024 Southeast Asia run with a crescendo in Indonesia. Set to electrify the country’s bustling capital on November 21 at the prestigious Ritz Carlton Jakarta, this summit is the final act in the series, with the theme "Retail Revolution: The Experiential Shopping" promising to be a catalyst for innovation in one of the region’s most vibrant digital marketplace. RESA 2024 is meticulously crafted for the vanguards of retail - C-suite executives and directors who are shaping the future of commerce. Participants will dive deep into the art of crafting unforgettable shopping journeys, exploring the cutting edge of AI integration, mastering the nuances of hyper-personalization, and unlocking the potential of next-gen payment ecosystems that are transforming Indonesia's thriving marketplace. More than just a summit, the event promises to be a crucible for retail alchemy, bringing together the brightest minds to not only predict the future of retail but to actively forge it in the white-hot furnace of Indonesia's digital economy. Attendees will experience visionary keynotes, curated one-on-one sessions, hands-on breakout sessions, electrifying panel discussions, and networking opportunities tailored to individual business imperatives. As Indonesia's e-commerce sector races towards an astounding IDR 661.9 trillion valuation this year, RESA emerges as the essential nexus where traditional retail wisdom collides with cutting-edge digital strategies. This summit is poised to be the birthplace of ideas that will reshape how millions shop, engage, and experience brands in the digital age. For more information, including registration details, complete agenda, speaker updates, pricing, and more, please visit https://rockbirdmedia.com/all_b2b/resa-id-nov-2024/

Jakarta, Indonesia — As Indonesia races towards its Golden Indonesia 2045 vision, rockbird media is at the forefront of HR innovation with the announcement of its highly anticipated HR Leaders & HR Tech Strategy Meeting. Set to take place on November 19, 2024, at the prestigious Shangri-La, Jakarta, this landmark event carries the theme "Disrupting the Disruption: Balancing People and Tech," promising to redefine the intersection of human capital and technological advancement in Southeast Asia's largest economy. With Indonesia's HR Technology market projected to experience exponential growth in the coming years, this strategic gathering comes at a crucial juncture. The event will equip HR leaders with cutting-edge strategies to navigate the complexities of a rapidly digitalizing workforce while maintaining a strong focus on human-centric approaches. Attendees will delve into critical areas such as upskilling and reskilling initiatives, enhancing employee experiences, and harnessing the potential of a multigenerational workforce in the face of technological disruption. The HR Leaders & HR Tech Strategy Meeting will feature an impressive lineup of activities, including keynote presentations from industry visionaries, one-on-one meetings for personalized insights, dynamic breakout sessions, thought-provoking roundtable discussions, and engaging panel discussions. The event promises to be a crucible of industry perspectives and tailored solutions for over a hundred CHROs, Directors, and Heads of HR. Focusing on Indonesia's unique HR landscape and the implications of the Golden Indonesia initiative, attendees will explore how to align their organizational strategies with national goals, preparing their workforce for the country's ambitious economic targets. For more information, including registration details, the full agenda, speaker announcements, and pricing, please visit: https://rockbirdmedia.com/all_b2b/hrlt-id-2024/

Singapore—The retail and e-commerce landscape in Southeast Asia witnessed a transformative moment as Rockbird Media successfully hosted the first-ever Singapore edition of its Retail & E-Commerce Summit Asia (RESA) on September 26, 2024, at One Farrer Hotel. Under the theme "Retail Revolution: The Limitless Growth in the Age of AI," this groundbreaking event brought together over a hundred visionaries, including CEOs, CTOs, and digital transformation leaders from across the region. With Singapore's retail and e-commerce revenue projected to reach an impressive US$5,901 million in 2024, RESA emerged as a timely platform to explore the transformative potential of AI in this burgeoning sector. With keynote addresses, interactive breakout sessions, and panel discussions led by titans of the industry, the summit lived up to its promise as a crucible of innovation. Key highlights of the event included in-depth explorations of AI-driven personalization, predictive analytics in inventory management, and the seamless integration of online and offline retail experiences. The insights discussed at RESA have the potential to impact strategies throughout the region as Singapore solidifies its status as a center for retail innovation. After the event, attendees had useful, doable knowledge to help them navigate the AI-driven retail environment, which is crucial for putting new plans into place within their companies. RESA Singapore 2024 stands as a true testament to the dynamic evolution of retail in the digital era. Looking ahead, Rockbird Media is optimistic about expanding its scope and reach in the coming years, continuing efforts to solidify RESA’s position as a must-attend event in the retail and e-commerce calendar. For more information, please visit Rockbird Media .

Kuala Lumpur, Malaysia — The 16th edition of the HR Leaders & HR Tech Strategy Meeting, organized by Rockbird Media on September 24, 2024, at Berjaya Times Square in Kuala Lumpur, Malaysia, served as a beacon for HR innovation. Under the theme "Advancing into the Nexus of Human and Technology" the gathering became a melting pot of ideas for CHROs and HR leaders from Malaysia and beyond. With Malaysia's HR Technology market poised for a 12% annual growth over the next five years, the event tackled the pressing need for technological adaptation in HR. Attendees immersed themselves in a tapestry of keynote addresses, interactive sessions, and panel discussions, all aimed at mastering cutting-edge tools and bridging the tech skills gap in HR. The summit spotlighted crucial areas such as operational efficiency enhancement, employee engagement boosting, and data-driven HR decision-making. Participants delved into strategies for workforce reskilling, seamless tech integration, and elevating the employee experience in our digital age. This knowledge exchange hub fostered networking among HR leaders from diverse industries, sparking potential collaborations through one-on-one meetings. As Malaysia solidifies its position as an HR innovation epicenter, the insights gleaned from this meeting are set to ripple across regional HR strategies. This edition of the HR Leaders & HR Tech Strategy Meeting stands as a testament to the dynamic evolution of HR in the digital era, equipping attendees with fresh perspectives to navigate the rapidly changing HR landscape. Looking ahead, Rockbird Media promises to build on this year's success with even more groundbreaking content and expanded networking opportunities next year. For more information, please visit https://rockbirdmedia.com/

Mayank’s interview style differs from the usual format of set questions and answers. Being a Chief Digital Officer & VP of Domino's Pizza which is very clear in which he offers deep and thoughtful responses that engage beyond the basics. As he explores and explains different topics, his expressive eyes invite listeners to pay close attention and consider his views. Influencing and engaging through his insights is one of his skills and demeanor makes his interviews truly memorable and stimulating. During a recent conversation, Mayank explained how the company is transforming customer interaction through the use of data analytics and advanced technologies. Singh described how Domino’s utilizes an extensive plan based on an advanced structure that includes Data Capture, Data Segmentation, and Data Utilization. This method allows the company to gather detailed information about customer likes, actions, and engagements, which is essential for creating customized experiences and guiding focused interactions during the customer's journey. A standout example of this strategy is Domino’s “Scan and Win” program. To tackle data collection challenges, especially in carryout channels, Domino’s introduced a gamified approach where customers scan QR codes on pizza boxes. This action triggers a chatbot that collects the customer’s phone number, verifies their email, and scans their order receipt. By integrating this data with their existing systems, Domino’s can provide immediate rewards and further insights into customer preferences. This approach not only enhances data collection but also engages customers through interactive experiences. Singh also revisited his earlier "3C" framework from nine years ago, which emphasized Convenience, Correction, and Communication. He noted that while these principles remain relevant, the digital landscape has evolved, offering new tools to enhance these areas. For instance, advancements like AI chatbots and predictive analytics enable more personalized and efficient customer interactions. Singh envisions a future where customer service interactions are seamless and engaging, with chatbots that can respond to queries in a friendly, almost conversational manner. In the future marketing landscape, Singh envisions a heightened emphasis on communication. Domino's will leverage advanced technologies to send highly personalized messages by integrating real-time data with external factors such as weather conditions. For instance, if it's raining and a customer has previously ordered a specific pizza on a rainy day, Domino's could send a tailored recommendation for that same pizza, thereby enhancing relevance and engagement. Singh cited “the key to everyone is that as soon as you see the technology which is getting created, have a framework in place” which shows the need to match technological progress with strategic objectives. He suggests businesses evaluate how new technologies can meet specific needs and enhance overall customer experiences rather than just adopting them for the sake of it. With the ongoing evolution of digital technologies, Singh's focus on a structured framework and strategic implementation is still essential for enabling successful customer engagement. Hungry for more? Don’t miss the chance to take a slice of knowledge in the Retail and E-commerce Summit Asia this coming 26th of September at One Farrer Hotel, Singapore. Let’s digest more insights from our industry experts together!