Personalizing the omnichannel journey: Customer engagement and retention
Register Now
Personalizing the omnichannel journey: Customer engagement and retention
Roundtable Discussion OVERVIEW
In a hyper-competitive and fragmented Singapore market, the shift in buying preferences and habits have contributed to omnichannel experiences replacing traditional in-store purchases. Brands need to constantly adapt and innovate to retain their tech-savvy and mobile-first young consumers.
Personalisation has become essential for customer retention, and data protection has taken on greater importance amongst consumers. Understanding the customers with the help of data using the right technology can help brands curate personalised experiences and build customer loyalty. Hence, choosing the right technological platform that can deliver and boost a brand’s growth multifold is the need of the hour.
Venue: The Inland Revenue Room, Lower Lobby, The Fullerton Hotel Singapore
This event will talk about:
CONNECT
- How have consumer behaviours changed?
- How can real-time analytics and customer insights help businesses maximize productivity?
D
- What impact has this had on retail operations?
- What strategies and technologies are leaders exploring to drive customer retention and loyalty?
SPEAKER/PANELIST
Santosh Reddy
Vice President - Sales & Marketing
Capillary Technologies
Vice President - Sales & Marketing
Capillary Technologies
Santosh Reddy is the Vice-President of Sales & Marketing and manages the Marketing, Demand Generation, Presales and Sales Operations practices at Capillary. He is based in Kuala Lumpur, Malaysia and has been with us since 2014.
He has 15+ years of experience across large and high growth companies like Agilent Technologies, National Instruments, NIIT and Mettl. He has experience of building and executing GTM strategies, setting up & scaling new functions, building high performing teams, managing multi-cultural teams and in large enterprise sales across India, SEA, Middle East and China.
Santosh is an avid reader and a sports fan. He is a Leadership Member of the PreSales Collective and contributes actively to the start-up & other industry eco-systems. Santosh has a Master’s degree in Business Administration from the Indian School of Business and a Bachelor’s degree in Electronics Engineering from RVCE, Bangalore
Elaine Heng
Chief Executive Officer (Retail Business)
FairPrice Group
Chief Executive Officer (Retail Business)
FairPrice Group
Ms Elaine Heng is the Chief Executive Officer for Retail Business at FairPrice Group (FPG). FPG comprises NTUC FairPrice, NTUC Foodfare, Kopitiam, and NTUC Link. Currently, FPG has a footprint of close to 570 stores, employs over 14,000 staff with an annual turnover of over $4.5 billion.
In her role as CEO of Retail Business, she oversees overall business, strategy, management and success of the Co-operative's retail business comprising FairPrice supermarkets, hypermarkets, pharmacies and convenience stores across eight banners. Adopting customer-centricity, operational excellence and data-driven performance in rethinking retail, she has been instrumental in transforming FairPrice and in ensuring its leadership position.
Under her leadership, she reinvented retail with new blended concepts of cooked food and grocery at FairPrice Xtra outlets in Vivocity and Parkway Parade. She also introduced many firsts, including FairPrice on Wheels to bring groceries to the community during the pandemic, Freshmart and Finest Gourmet to cater to different segments of the market, and Cheers unmanned store that leverages Artificial Intelligence to provide enhanced convenience to customers. In addition, Elaine led the milestone project on behalf of FPG and NTUC Enterprise to bring digital banking into the suite of offerings for the group.
Prior to joining FairPrice Group in 2017, Elaine was responsible for the performance of the sales and service force across Branch Banking business in thirteen countries. She has 20 years of retail banking experience.
AGENDA
10:00 AM - 10:15 AM – Welcome Coffee Break
________________________________________________________________
10:15 AM - 10:20 AM – Welcome Remarks
Simon Hyett, Host/ Moderator, Retail Asia
________________________________________________________________
10:20 AM - 10:30 AM – Capillary Technology Speaking Session
Santosh Reddy, Vice President - Sales & Marketing, Capillary Technologies
________________________________________________________________
10:30 AM - 10:40 AM – Speaking Session 2
________________________________________________________________
10:40 AM - 11:40 AM – Panel Discussion / Q&A
________________________________________________________________
11:40 AM - 11:45 AM – Closing Remarks
Simon Hyett, Host/ Moderator, Retail Asia
________________________________________________________________
11:45 AM - 12:45 PM – Networking / Lunch
Contact Us
For more details, contact:
Retail Asia Events Team
+65 3158 1386
SPEAKER/PANELIST
Santosh Reddy
Vice President - Sales & Marketing
Capillary Technologies
Vice President - Sales & Marketing
Capillary Technologies
Santosh Reddy is the Vice-President of Sales & Marketing and manages the Marketing, Demand Generation, Presales and Sales Operations practices at Capillary. He is based in Kuala Lumpur, Malaysia and has been with us since 2014.
He has 15+ years of experience across large and high growth companies like Agilent Technologies, National Instruments, NIIT and Mettl. He has experience of building and executing GTM strategies, setting up & scaling new functions, building high performing teams, managing multi-cultural teams and in large enterprise sales across India, SEA, Middle East and China.
Santosh is an avid reader and a sports fan. He is a Leadership Member of the PreSales Collective and contributes actively to the start-up & other industry eco-systems. Santosh has a Master’s degree in Business Administration from the Indian School of Business and a Bachelor’s degree in Electronics Engineering from RVCE, Bangalore
Elaine Heng
Chief Executive Officer (Retail Business)
FairPrice Group
Chief Executive Officer (Retail Business)
FairPrice Group
Ms Elaine Heng is the Chief Executive Officer for Retail Business at FairPrice Group (FPG). FPG comprises NTUC FairPrice, NTUC Foodfare, Kopitiam, and NTUC Link. Currently, FPG has a footprint of close to 570 stores, employs over 14,000 staff with an annual turnover of over $4.5 billion.
In her role as CEO of Retail Business, she oversees overall business, strategy, management and success of the Co-operative's retail business comprising FairPrice supermarkets, hypermarkets, pharmacies and convenience stores across eight banners. Adopting customer-centricity, operational excellence and data-driven performance in rethinking retail, she has been instrumental in transforming FairPrice and in ensuring its leadership position.
Under her leadership, she reinvented retail with new blended concepts of cooked food and grocery at FairPrice Xtra outlets in Vivocity and Parkway Parade. She also introduced many firsts, including FairPrice on Wheels to bring groceries to the community during the pandemic, Freshmart and Finest Gourmet to cater to different segments of the market, and Cheers unmanned store that leverages Artificial Intelligence to provide enhanced convenience to customers. In addition, Elaine led the milestone project on behalf of FPG and NTUC Enterprise to bring digital banking into the suite of offerings for the group.
Prior to joining FairPrice Group in 2017, Elaine was responsible for the performance of the sales and service force across Branch Banking business in thirteen countries. She has 20 years of retail banking experience.