In this episode, Jay and Theo are joined by Pak Kusumo Martanto, CEO & Co-Founder of Blibli, who shares how the business is constantly adapting and staying agile to ensure excellent e-commerce experiences for millions in Indonesia. Pak Kusumo discusses how the pandemic was a wake-up call for many, with the needs of customers constantly changing. Keeping in mind that the digital economy saw a 50% increase globally over the past two years, and insights that are unique to Indonesia, for example being a gadget centric-culture, Blibli saw an opportunity for service fulfilment and helping partners with digital infrastructure. By leveraging technology and big data, Blibli was able to build a single customer view to guide their omni-channel strategy. In doing so, the business was able to introduce features that help improve the daily lives of people in Indonesia, swiftly and securely. From “Click-and-collect” at the closest store available, to their “Cinta Bumi” and “Buy-now-Pay-Later” programs, people and technology have been at the centre of every innovation, be it online or offline. Pak Kusumo also shares how Blibli places emphasis on digital security to ensure that customers’ data remain safe from cyber threats. By having a deep understanding of customers and their motivations, Blibli is able to ensure a seamless end-to-end experience across the retail value chain, right up to last mile delivery.
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