Around 80% of e-commerce organisations in Singapore already use AI, with 42% fully implementing it and 38% experimenting. An additional 20% are evaluating if and how AI can fit into their operations, according to the State of Commerce report by Salesforce.
“AI is empowering the commerce industry in Singapore to add value at every touch point of the customer journey. This paves the way for a fresh wave of digital innovation that boosts productivity, customer engagement, and business growth,” said Sujith Abraham, the senior vice president and general manager for Salesforce ASEAN.
Empowering the commerce industry
With insights from 2,700 e-commerce practitioners across 15 countries, the report revealed that a surge in AI implementation is about to reshape the e-commerce industry.
It also revealed that payment through digital wallets has grown into prominence with the worldwide use of digital wallet payments growing by 56% in Q3 2023 compared to 2022.
Moreover, 56% of organisations in Singapore have enabled payment capture functionality in marketing emails, and 95% reported incremental revenue from customer service channels. This spotlights how commerce is increasingly embedded across the customer journey including pre- and post-purchase customer touch points.
Immersive, connected CX
“Still, successful AI implementation and usage relies critically on the quality of data and its management. Companies that can effectively leverage their data in a trusted manner for AI-powered innovations can create immersive, connected customer experiences that will strengthen relationships and build long-term brand loyalty,” says Abraham.
