eCommerce News New Zealand logo
The latest digital commerce news for Kiwi businesses
Story image

Data crucial to capture shoppers' wallets post-COVID

By Shannon Williams
Thu 30 Jun 2022

Salesforce has released the second edition of its State of Commerce report, which reveals 90% of retailers in A/NZ have reported impacts from third-party cookie depreciation as commerce moves online.

The report, which analysed buying data from over 1 billion customers and surveyed 4,000 commerce practitioners across 25 countries, including 200 from across A/NZ, seeks to uncover how B2B and B2C companies are adapting to a digital-first customer engagement landscape.

The research found that while todays retailers prioritise a data-driven approach, with 90% of sellers effectively using customer data to inform their marketing or business plans and 89 per cent agreeing they are effectively using data to personalise the commerce experience, they will need to prioritise first-party data strategies over the next two years.

Other key findings:

Digital channel expansion is in full swing
Globally, website sales grew 44% between Q1 2020 and Q1 2022 at B2C companies, and 95% at B2B companies. But ecommerce sites are the tip of the iceberg as sellers race to meet customer expectations for new buying options. Across A/NZ, respondents expect an average of 60% of their revenue to come from digital channels within two years including third-party marketplaces, websites, mobile apps, and social media.

Alternative payment options are becoming table stakes
The rise of cryptocurrency as a payment option is forecasted to soar in the coming years with 47% planning to accept it globally within the next two years. In the meantime, mobile wallets and instalment plans are seeing a big boost. 67% of respondents in A/NZ accept at least one mobile wallet option, including ApplePay and PayPal, at checkout.

Investment in automation is putting data to work
With bottom lines stretched by inflation and third-party cookies being deprecated commerce organisations are focused on putting customer data to work in order to drive efficiency and profitability. In A/NZ, 46% of those surveyed say automation will be a priority over the next two years.

"Amidst rising interest rates and inflation, customers are increasingly cutting back on their spending and scrutinising which brands they shop with," says Jo Gaines, area vice president for retail and consumer goods, Salesforce.

"Today's retailers need to reimagine their commerce strategies to win customer hearts and wallets," she says.

"While retailers are increasingly data-rich, it's not enough to just have the data. What retailers do with it is just as, if not, more important to create thoughtful, personalised and human experiences."

Gaines says, "By creating a unified view of all of your customer data, whether its from sales, service, commerce or marketing, retailers can deliver seamless and connected experiences. 

"When they do, they are better prepared to weather macroeconomic changes like inflation and changed consumer behaviour," she says.

"The stakes for not doing so are high. If retailers fail to prioritise a data-led customer experience they'll be left behind.

"Take beauty-retailer, MECCA. It's building the digital foundations to better harness customer data to deliver connected and personalised journeys," says Gaines. 

"For example, inspiring customers with personalised product recommendations. This is helping it to create more meaningful interactions with its customers and ultimately drive stronger loyalty."

Salesforce conducted a double-blind survey of 4,102 senior B2C and B2B commerce professionals across industries through a third-party panel in February 2022 to collect practitioner insights. Respondents were sourced from Australia, Brazil, Canada, Denmark, France, Finland Germany, Hong Kong, India, Ireland, Israel, Italy, Japan, Mexico, the Netherlands, New Zealand, Singapore, South Africa, Spain, Sweden, Thailand, the United Arab Emirates, the United Kingdom, and the United States.

Additionally, Salesforce analysed buying activity of over 1 billion shoppers across 54 countries occurring between Q1 2019 through Q1 2022 on websites operating on Salesforce Commerce Cloud. To qualify for inclusion in this analysis, sites were required to meet a monthly minimum visit and order threshold. Additional data hygiene factors were applied to ensure consistent metric calculation.

Related stories
Top stories
Story image
Environment
Lenovo launches CO2 Offset Service for SMBs across A/NZ
Lenovo has announced the rollout of a new, first-of-its-kind CO2 Offset Service for SMBs across Australia and New Zealand. 
Story image
Gartner Magic Quadrant
Spryker named Gartner Visionary in 2022 Magic Quadrant for Digital Commerce
Spyker has announced it has been recognised by Gartner as a Visionary in the 2022 Magic Quadrant for Digital Commerce.
Story image
Cyber resilience
NZ’s Cyber Resilience Framework to be evolving and potentially automated
The government's already putting $2.4 million into the Cyber Resilience Framework in its initial stages, what is it and why is it important?
Story image
Sustainability
CDC hyperscale data centres now open in New Zealand
CDC Data Centres (CDC) says two new, state-of-the-art hyperscale data centres are now open for business in Auckland.
Story image
Sustainability
NZ program recovers and recycles more than 177 tonnes of e-waste
The TechCollect NZ pilot program says its milestone of recovering and recycling more than 177 tonnes of ICT e-waste recognises the efforts of many.
Story image
Customer
OfficeMax NZ sees significant growth through Seismic partnership
OfficeMax New Zealand has announced it has seen a significant increase in customer and sales confidence as a result of Seismic’s digital enablement software.
Story image
Sales
BNZ launches first tap-on-phone point of sale app in NZ
Bank of New Zealand has launched BNZ Pay, an innovative mobile app for retailers that transforms an Android device into a contactless payment terminal. 
Story image
Apps
Freshworks integrates with Google's Business Messages
"The integration with Freshworks makes it fast and easy for businesses to have conversations with their customers within the Google apps."
Story image
Phishing
Akamai research finds PayPal security measures utilised in new phishing scam
New research from Akamai has found that a new threat actor is parasitising benign WordPress sites to execute an extensive PayPal phishing scam.
Story image
Tablets & laptops
Chromebook and tablet shipments see another rapid decline for the year
According to research from Canalys PC Analysis, Chromebook and tablet shipments have fallen for the fourth quarter in a row for Q2 of 2022.
Story image
Payments
Tranxactor Group to build customer loyalty with Oracle
Tranxactor has chosen Oracle Cloud Infrastructure (OCI) with Enterprise Database Service to allow it to provide brands with immersive customer engagement and loyalty programs.
Story image
Microsoft
Infobip’s SMS and WhatsApp services are now available through Microsoft
Infobip has integrated its WhatsApp and SMS channels through Microsoft Dynamics 365 Sales and Microsoft Dynamics 365 Marketing.
Story image
Facial recognition
Māori data specialists not consulted on facial recognition technology - data sovereignty expert
Māori data specialists are accusing the government of ignoring them while going ahead and expanding the reach of facial recognition technology.
Story image
Commerce Commission
The NZ TCF endorses move by ComCom to promote TDR dispute scheme
The New Zealand Telecommunications Forum has welcomed the move by the Commerce Commission to further promote customers' access to the Telecommunications Dispute Resolution Scheme (TDR).
Story image
CRM
Forrester names Pega a Leader in CRM Solutions 2022 report
Forrester Research has named Pega a Leader among 11 competitors in The Forrester Wave: Core CRM Solutions, Q3 2022 report.
Story image
Artificial Intelligence
Cyara rolls out comprehensive, automated chatbot feature
Cyara has unveiled new chatbot testing features with the latest release of Cyara Botium, creating a solution for comprehensive, automated chatbot testing and assurance.
Story image
Firewall
Why printing security plays a vital part in keeping Aotearoa safe
While internet printing, mobile printing and other similar technologies have no doubt made things easier to manage, it has also brought a whole new set of problems to the table.
Story image
KICKS CREW
KICKS CREW selects Forter to help scale global eCommerce operations
KICKS CREW has selected Forter to help scale its global digital commerce operations.
Story image
Printers
Comedy legend Jimeoin fronts Epson advertising campaign in NZ and Australia
According to Epson the company’s EcoTank models now account for 74% of all printers sold in the category in New Zealand, alone.
Story image
Sustainability
Visa launches Eco Benefits solutions in Australia and NZ
Eco Benefits is a suite of sustainability-focused solutions that will help Visa cardholders better understand the environmental impact of their payments.
Story image
eCommerce
Marketplacer and Intelligent Reach to help retailers sell online
Intelligent Reach can now support Marketplacer marketplaces that want to sell their products through other places, such as Google and Facebook, eBay and Amazon.
Story image
Google Cloud
Google Cloud to open first cloud region in NZ - among others
Google Cloud has announced plans to bring three new cloud regions, one each in New Zealand, Malaysia and Thailand.
Story image
Economics
9 in 10 retailers prepared for economic challenges this year
Some 9 in 10 retailers (86%) are prepared for continued inflation, higher interest rates and potentially lower consumer spending, according to new research.
Story image
Cloud
Microsoft and Auckland Transport announce new cloud agreement
Auckland Transport (AT) and Microsoft have announced a new cloud agreement aimed at promoting innovation, reducing costs and improving sustainability in transport services.
Story image
SaaS
OpenText launches new solutions on Salesforce AppExchange
Included in this latest launch is OpenText Core Content, a Content Services platform that customers can leverage to effectively manage their content.
Story image
Customer experience
BillingPlatform introduces new enhancements to revenue management services
Some of the new developments include hosted payment pages, and new and updated connectors to Salesforce, NetSuite, OneSource, Avalara and other enterprise systems.
Story image
Cybersecurity
eCommerce fraud increasing pressure on businesses margins
It is vital for businesses to maximise the value of every dollar by turning away as many fraudulent actors as possible without blocking good customers."
Story image
Revenue
Cisco NZ revenue declines by over $18.5 million - report
Cisco NZ has released its latest financial report, showing the company's total revenue has declined by more than $18.5 million year-over-year.
Story image
Planning
Digital key for smart investment in public infrastructure for NZ cities
Major public infrastructure projects can better manage risks of cost overruns and delays if they deploy data and digital tools at the earliest planning stages.
Story image
Artificial Intelligence
Oracle unveils AI-powered application to automate sales
Oracle has unveiled the next generation of Fusion Sales, an application that automates sales and identifies the opportunities worth pursuing.
Story image
Social Media
ActiveCampaign reveals consumers seek trusthworthy content
Consumers will engage with new brands across all channels, including online, in-store and social media, as long as the content is relevant and trustworthy.
Story image
Forrester
SAS is a leader in anti-money laundering - Forrester
The latest Forrester report revealed that SAS received the highest score in the anti-money laundering category of 15 vendors.
Story image
Financial results
Facebook NZ financial report reveals notable revenue increase
Revenue from contracts with customers increased by NZD$1,089,292 compared to 2020's figures.
Story image
ShopBack
Forter and ShopBack enhance partnership to further prevent fraud
Forter and ShopBack have enhanced their partnership with the addition of better eCommerce security solutions for customers.
Story image
Customer experience
Exclusive: How Accenture is changing the customer experience game
Creating highly personalised real-world customer experiences using API, near-field communication, and spatial technology is about taking a traditional experience and elevating the customer journey into a digital world.
Story image
Internet
InternetNZ appoints new chief executive. Will take over in October
InternetNZ has announced the appointment of its new chief executive, with Vivien Maidaborn taking over the role from interim chief Andrew Cushen in October.
Story image
Revenue
IBM NZ sees significant revenue increase in latest report
IBM NZ has posted revenue of $172,449,000 for the financial year, according to its latest report, a year-over-year increase of over $47.5 million compared to $124,904,000 in 2020.
Story image
Financials
Google NZ numbers show strong comprehensive profit increase
The latest financial report from Google New Zealand Limited has revealed an increase in total comprehensive profit of over $NZD 7 million.
Story image
Customer
Airwallex launches an online payments app on Shopify
Airwallex has launched an online payments app on Shopify, allowing merchants to integrate a gateway plugin on their online store to accept payments from their global customers.
Story image
Cloud
Sitecore caters to modern marketing teams with CMS cloud launch
"Sitecore's move towards a composable SaaS offering for creating and delivering digital experiences is in line with what marketing teams are looking for.”