DAVE GIBLIN

Chief Customer Officer, Anchanto

Amid disruptions, the primary challenge came with ‘people engagement’, both internally and externally, as everyone shifted from a physical to a remote environment. To overcome this, we first implemented special tools and strategies to enable our team members to adapt to home-based working. Equipped with the right resources, they were able to deliver smooth experiences to our customers who faced similar challenges as us. The acceleration of online purchasing led to an additional 70 million online shoppers in the Southeast Asia e-commerce market. However, as e-commerce, SaaS, and payment infrastructures continue to mature, many consumers now have higher expectations for e-commerce players to provide a seamless online-shopping experience based on factors like speed, accuracy, and convenience. Consumers expect on-demand deliveries, faster warehouse packaging, precision in tracking information, and better online customer service. Given that customers do not differentiate between channels, omnichannel eCommerce is no longer a mere buzzword and has started materializing into reality. So the manifestation of innovation will not be limited to the customer front, but will occur right in the heart of ecosystem actors. In order to acquire cost-conscious shoppers and survive high competition in an oversaturated e-commerce market, agile, connected, and advanced technology like Anchanto OMS & WMS will play a crucial role in helping actors embrace this digital transformation.