Craig Wheeler | Chief Customer Officer

Craig Wheeler, Chief Customer Officer,

Championing MSME merchants through Ecommerce and supply chain enablement. Leading commercial and marketing operations, while devising a strategy to ensure we deliver on our principle and enable the Indonesian Market to grow through supply chain solutions, cross border B2B services and Ecommerce enablement technologies. I was previously VP Digital and Omnichannel  at Kanmo Group - leasing the digitalisation of customer journeys for brands like Mothercare, Coach, Nespresso and Havaianas plus over 20 other brands. Historically I have spent 20 years pioneering digital change and growing Ecommerce over many industries working in TV, Retail and Marketplaces. Working for the worlds largest TV shopping channels, UK’s no1 Electrical chain, Europes leading online beauty retailer selling leading brands into 120 countries (recently purchased by Sephora) and the UKs biggest Independent online retailer/marketplace (acquired by Rakuten of Japan).


Seamless Asia 2022 - Day 2 @ 12:00

PANEL: Winning omnichannel: What you need to be doing and why

  • When looking back to the pandemic time, to your understanding/based on your observations, what are the most important changes in terms of the retailing landscape in Asia during the pandemic time, and why?
  • What are the major differences when setting and implementing an effective omnichannel strategy in Asia, compared to other regions? [Consumer behaviour / ESG / Infrastructure / Culture, etc.]
  • How about the Greater China Region, East Asia (Japan & South Korea) and SEA region? What are the major factors businesses need to be careful of when adapting different omnichannel/retailing strategies across those markets? [Consumer behaviour / ESG / Infrastructure / Culture, etc.]
  • When talking about omnichannel, people tend to focus on the e-commerce strategy and its connection to the physical retailing network. However, after such a tough 3 years, and for the Greater China region, the impact of the Covid-19 pandemic still there, may I ask what is your opinion/understanding of the meaning or role of “Physical Space” post-pandemic time?
  • Adoption of Technology – the boom of e-commerce before the pandemic time is mainly driven by the high penetration of smartphones and mobile apps. Now we have many more fancy technologies including NFT, Metaverse and BNPL which improve the overall shopping and payment experience, what shall businesses do during the next generation of technology advancement? Do they need to do anything at all? If yes, then what and how?
  • ESG has been the hottest topic before, during and after the pandemic time, does the ESG agenda have anything to do with the future omnichannel strategy? What and why
last published: 23/Jun/22 07:55 GMT

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