Saudi-based luxury retailer, AlMalki Group recently revealed the key elements that is facilitating its digital transformation journey contributing to the GCC’s $29 billion e-commerce market.
AlMalki is using solutions such as the Service Cloud to interact with customers by email, phone, social media, and WhatsApp; Marketing Cloud to drive personalization and marketing automation; and Commerce Cloud to build rich, Artificial Intelligence-powered shopping experiences for their partner brands. It also uses Content Management Systems (CMS), which allows for curating and sharing content in multiple languages.
The group also plans on fully integrating its cloud solutions, its content management system, and its social media platforms, in order to facilitate a seamless omnichannel experience.
“In the GCC’s competitive luxury retail and e-commerce sector, we needed to better cater to our customers, who want personalized shopping journeys,” said Daniel Gómez Rojas, Chief Digital Officer, AlMalki Group. “Before the pandemic, most of our customers were shopping at mall boutiques. But now, our customers prefer having omni-channel experiences that may start by researching and ordering online, and then trying on or collecting items in-store.”
“At AlMalki Group, we can now better identify our millions of customers, deliver one-on-one digital marketing, and give our customers personalized offers. We went from a business of buying and selling goods, to creating unique customer experiences for our partner brands, both online and in stores,” he added.
As a younger, technology savvy, and globalized population grows in the region, more customers are desiring the convenience, and data-driven omni-channel capabilities of e-commerce. As a result, the GCC’s e-commerce market is growing at 20 percent CAGR and is set to reach USD 29 billion in 2021, according to a recent report by Kearney.
AlMalki Group, one of Saudi Arabia’s most storied retail conglomerates, has more than 65 years of experience. The company counts more than 1,100 employees, and also represents more than 105 international brands both online and in boutiques. Supporting e-commerce innovation, the company is deploying a wide range of solutions to transform customer experiences.
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