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E-COMMERCE | editor, Singapore

Ultra Commerce vice president shares how retailers can improve their online services

Jeremy Howe is one of the speakers at the Success Factors for an Exceptional Online Customer Experience webinar.

Jeremy Howe, vice president, strategy and corporate development for Ultra Commerce, has more than 20 years’ experience in technology, telecommunications, and media across a range of product, technology innovation, strategy and commercial roles.

Most recently, Jeremy was Chief Strategy and Innovation Officer at JCDecaux. Prior to that Jeremy spent time at Telstra leading product and commercial teams, including roles as Director, Enterprise Networking and Cyber Security Solutions and Director, Product Development and Innovation.

As one of the speakers in the Success Factors for an Exceptional Online Customer Experience webinar, Retail Asia sat down with Jeremy as he shared his insights on how retailers can improve customer’s online experience, as well as a teaser for his presentation.

What are the trends and shifts you have observed in Asia-Pacific’s retail sector in recent months? What has changed since the pandemic?

Clearly the shift to online has impacted the whole world, not just Asia-Pacific - what we are seeing is that even as countries open up and physical stores reopen, the growth in online has remained strong. There is some structural shift that has occurred as a result of this pandemic, whether it be people who were previously reluctant to shop online now comfortable doing so, or increasingly behaviour changing in categories, such as groceries that people previously liked to shop in store for, now realising the online experience is fine for them

How do you think retailers can improve customers' online experience? What challenges should they need to prepare for and how can they address these?

We speak to a lot of retailers and there are many challenges that stand in the way of delivering a great online experience - and overcoming these challenges is critical given how important online is now to building customer and brand loyalty.

You'll hear more from us about this on the webinar, but understanding where you are in your online journey, understanding your platform requirements and being data driven are all important aspects in preparation for achieving step-change improvement for your customers online

Can you give us a glimpse of your presentation for the Success Factors for an Exceptional Online Customer Experience webinar?

At the webinar, you'll hear from us about what we see as the 4 Must Haves to creating a differentiated online customer experience:

  • Add features quickly
  • Deliver personalised experiences
  • Reach customers across multiple channels
  • Understand buyer behavior with analytics

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