EP #66: Digital Transformation and Omnichannel Personalization Lessons From Australia’s Top Retailer, Kmart Australia

The impact of the pandemic on the state of e-commerce around the world cannot be understated. According to Salesforce in Q2 and Q3 of 2020, e-commerce growth in Australia was the highest across the globe. Buyers turned to online shopping in lockdowns. But with e-commerce offering massive benefits as compared to shopping at a store, buyers continued to purchase from the comfort of their homes.

Kmart Australia Limited is a leading Australian-based retail brand that operates over 230 stores across Australia and New Zealand. Having been around for over 50 years, they are creating delightful shopping experiences by providing products at the lowest price. Catering to almost 97% of Australia’s diverse population, Kmart is one of the most popular retail brands in Australia.     

We caught up with Anne-Marie Bodal, Head of Design, Forecast & Product Technology at Kmart Australia Limited to get a deeper understanding of the retail and e-commerce market in Australia.

Anne-Marie shared her thoughts on: 

• Expectations customers have from brands nowadays in terms of customer experience
• Building a unified customer view by leveraging data-points from different channels
• Delivering personalized communication across multiple channels
• Personalization as a major conversion and retention lever
• Major trends and innovations in e-commerce personalization

Tune in to understand how e-commerce brands are leveraging different channels and technologies like personalization to deliver exceptional shopping experiences.