UPLIFT VN 2025: How to optimize customer data and achieve sustainable revenue growth?

On March 27, the UPLIFT VN 2025-The Ultimate Tech Stacks event organized by Insider, in collaboration with strategic partners including Magenest, TAPTAP and ViHAT Solutions - gathered more than 70 businesses in the fields of retail, banking, finance, F&B and technology.

Here, businesses discussed common problems in the new business context: how to optimize customer data, improve experience and, more importantly, achieve sustainable revenue growth with integrated technology solutions.

Businesses are facing the risk of losing customers, increasing costs without effective control, as the shopping journey becomes increasingly fragmented, data is broken and the experience is not seamless. In this increasingly fierce race, if businesses do not quickly transform digitally and connect comprehensive systems, they can easily fall behind. That is why at UPLIFT VN 2025, solutions such as CDP, Loyalty, Zalo OA and Marketing Automation are no longer options, but have become mandatory to grow and retain customers in the digital age.

Magenest - Developing internal strength of online channels: Survival and sustainable development

As the opening keynote of the event, Magenest laid the foundation for the entire digital transformation story by going straight to the survival problem - an urgent issue for many businesses today. In the context of escalating operating costs, tightening policies on e-commerce platforms, losing control of customer data and decreasing loyalty, complete dependence on intermediary platforms is pushing businesses into a passive position. Magenest delivered a strong message: to develop sustainably, businesses must start by building their own sales channel strength.

Magenest's solution is to develop an integrated multi-channel e-commerce platform - where businesses can operate independently, manage orders, synchronize inventory, track performance and especially control all customer data to serve future personalized campaigns.

Magenest's approach follows three phases:

Optimize operational and logistics infrastructure - ensure orders are processed quickly and efficiently, reducing fixed costs.

Integrate sales channels (website, social shop, traditional store) into a single system - to avoid fragmented operations.

Build a seamless customer experience and deep enough data to serve as a foundation for loyalty, CRM, and automation later on.

In the shared case study, a traditional distribution business applied Magenest's omnichannel solution to bring its dealer and distributor system to the online platform.

Through a centralized order management system, this business can update inventory in real time, minimize delivery errors, and automatically accumulate points and issue vouchers through its own channels instead of relying entirely on the platforms.

As a result, operating costs are significantly reduced, on-time delivery rates increase to over 95%, and most importantly - businesses own all customer data to serve remarketing, care and post-purchase upsell campaigns proactively. This is the foundation for sustainable development, instead of just instant sales.

TAPTAP - Smart Loyalty: Personalize experiences to retain customers

TAPTAP began the keynote by pointing out a reality that puts pressure on every business: the cost of attracting a new customer is 7 times higher than retaining an existing one, while consumers are increasingly likely to "leave" if they are not provided with a personalized, engaging, and consistent experience. This is a particularly difficult problem for retail and F&B businesses, where the number of customers is large but the frequency of return is low and purchasing behavior is increasingly unpredictable.

The solution TAPTAP offers is the Loyalty 5.0 ecosystem - a coalition loyalty model that allows many brands to share the same platform, share voucher warehouses, behavioral data and real-time loyalty operating technology systems. Unlike traditional loyalty models (each brand builds and operates by itself), TAPTAP helps businesses reduce initial investment costs, shorten implementation time and quickly scale up the number of users through the existing linked customer community.

Compared to individual loyalty programs, TAPTAP offers outstanding advantages: no need to develop costly and complex systems yourself; immediate access to potential customers from partner brands in the alliance; ability to personalize offers based on RFM and purchasing behavior thanks to centralized data; multi-channel integration: in-store, app, social network, CRM, POS...; Gamification and interactive experiences help retain customers longer.

Thuy Linh, CMO & CSO, TAPTAP.

Regarding implementation, TAPTAP builds a 4-step roadmap:

Collect and centralize customer data from multiple sources (stores, websites, apps...)

Diversify offline and online touch points to activate users: surveys, minigames, lucky spins, flash sales...

Analyze data and personalize offers according to each behavioral and need group.

Set up smart redemption mechanisms to increase usage, return frequency, and customer lifetime value.

The case study shared is a chain of brands in the F&B sector, which had difficulty collecting customer data and retaining users after the first purchase. After joining TAPTAP's loyalty alliance ecosystem, this brand shared vouchers with partners, integrated gamification to increase interaction and deployed automatic remarketing campaigns through RFM data.

Results after 3 months, revenue increased 3 times compared to before implementation; collected customer data increased 5 times; average customer return frequency increased 1.5 times; conversion rate from personalized campaigns was 60% higher than mass promotions.

TAPTAP not only helps businesses do loyalty smarter, but also proves that: retaining old customers, if done correctly, is the most powerful lever for revenue growth.

ViHAT Solutions - Take advantage of policies, maximize efficiency on Zalo OA

ViHAT Solutions offers a very practical perspective on a stage that is often overlooked by businesses but directly determines long-term revenue: post-sales customer care. In the context that Vietnamese consumers have the lowest loyalty level in the Asia-Pacific region, building a systematic, personalized and responsive customer care system is no longer a competitive advantage, but a minimum requirement to maintain stable revenue.

ViHAT Solutions' solution is to strategically exploit the entire Zalo OA ecosystem - including ZNS (service message), UID (user identifier), Zalo MiniApp Form and Chatbot - to build a seamless, automated and interactive post-purchase customer journey. Instead of simply sending notification messages, businesses can remind customers of schedules, remind them to use expiring vouchers, collect feedback, evaluate services and remarket with real-time automated scenarios.

Phan Huynh Khanh Duy - Co-Founder & CEO, ViHAT Solutions.

Before applying the solution from ViHAT Solutions, many businesses had difficulty in re-approaching customers after sales: fragmented data, lack of synchronized tools and inability to measure care effectiveness.

After deploying the integrated Zalo OA ecosystem from ViHAT Solutions, businesses can automate the entire post-sales process - from satisfaction surveys, sending offers, usage reminders, to collecting behavioral data - all connected to the internal CRM to serve the next personalized campaigns.

A typical case study shared is Yen Sao Sai Gon - a business in the health food industry. After cooperating with ViHAT Solutions and deploying the comprehensive Zalo OA system, the business has implemented a series of automatic customer care campaigns combining voucher code issuance, usage reminders, gift giving and service feedback.

After only 30 days, the Zalo OA page increased by more than 17,000 followers; reached 35 million content views; tripled the number of messages and calls from customers; especially, revenue from online channels doubled compared to before the implementation time.

This result comes not only from technology, but also from the way ViHAT Solutions flexibly leverages Zalo's new policy to create effective, personalized, and timely interactive campaigns - helping businesses not only retain customers but also create additional value at the post-purchase stage, where it is often missed.

Insider - From Fragmentation to Connection: Building a Comprehensive Customer Tech Stack

Insider is a global technology platform specializing in customer journey optimization, providing integrated CDP (Customer Data Platform) and CEP (Customer Engagement Platform) solutions - allowing businesses to collect, analyze and act on customer data in real time, thereby personalizing the experience across multiple channels in a synchronized and seamless way.

In Vietnam, Insider has accompanied many large enterprises such as Vinamilk, ACB Bank, Viettel, Elise, YODY, MBBank, Vietnam Airlines, Coolmate, TAPTAP, and dozens of brands in the fields of retail, banking, F&B and e-commerce.

Jack Nguyen - Regional Managing Director SEA TWHK, Insider.

Before Insider, the biggest challenge for businesses was fragmented data - between marketing, CRM, POS, customer care and online/offline sales platforms. This led to the inability to fully identify users (especially cross-channel behavior); sending duplicate content, wasting advertising costs; difficulty personalizing offers due to lack of data connection; inability to measure effectiveness across the entire customer journey; time-consuming manual work for the operations team, making it difficult to scale quickly.

Insider solves that problem with a four-phase deployment framework:

Identify customers across all touchpoints (online/offline, web/app, CRM, POS...); optimize O2O with campaigns to increase return frequency and customer lifetime value; personalize offers and purchase journeys in real time; operate the business in a customer-centric direction with a clear, automatic OKR measurement and dashboard system.

A typical case study is Elise - a fashion brand that has successfully deployed the O2O model with Insider. Elise uses CDP to identify users from web, app, to offline. Then, apply campaigns such as reminding spending by card type, Member Get Member program, suggesting Loyalty upgrade incentives - all done through Journey Automation, personalized for each customer segment.

As a result, conversion rates increased in remarketing campaigns; revenue from returning customers doubled; response rates on SMS, Zalo, and Email channels increased significantly thanks to personalization; journey marketing building time was reduced from a few days to a few hours.

In addition, Insider also introduced GenAI technology - Sirius Agent, allowing marketers to build journeys, segments and content automatically with just a prompt. The system can analyze user intent, provide appropriate interaction scenarios, and support 24/7 customer care with human-like quality.

With Insider, businesses not only optimize operations, but also turn data into action, turn experiences into competitive advantages, and turn technology into long-term growth drivers.

At UPLIFT VN 2025, Mr. Tommy Nguyen - Chairman of CITIGYM, together with representatives of Insider, AEON Vietnam had a practical discussion session revolving around the big question: how should businesses choose technology to avoid mistakes and ensure long-term efficiency?

Three key lessons were learned: don’t rush into investing without understanding the operational problem - choosing the wrong system can lead to huge waste and slow growth; don’t choose the wrong one just because it’s cheap - technology needs to be validated through demos, case studies and independent evaluation, not just looking at initial costs; technology deployment requires a long-term commitment, with Steer-Co monitoring and measuring periodically to ensure it is on track with strategic goals. Technology is a tool, but to go far, businesses must understand what they need and control the application journey.

UPLIFT VN 2025 ended with a strong common message: sustainable growth in the digital age does not come from following technology trends, but from choosing the right platform, understanding your own problems and creating real value from data and customer experience.

From Magenest - with its strategy of building internal online channel strength, to TAPTAP - with its Loyalty alliance mindset to help retain customers through deep personalization, from ViHAT Solutions - exploiting the power of Zalo OA in after-sales care, to Insider - connecting the entire data system via CDP to operate the business in a customer-centric direction, all point to a common path: businesses need a data ecosystem strong enough to act quickly, personalize deeply and measure effectiveness.

The Fireside Chat session with CITIGYM also showed a realistic perspective: choosing the wrong technology not only wastes resources but also loses growth momentum. Investing right, going right - that is a long-term strategy that every business needs to seriously pursue.

Continuing the journey of transforming data into growth, Insider collaborates with Databricks to organize an in-depth Webinar: Growth with Data: Applying CDP & AI to Personalize Real-Time Experiences, taking place from 2-3pm on May 8, 2025 via Zoom Online Webinar. Register now at: https://bit.ly/4cEu2Dw.

This is a must-attend event for CTOs, CIOs, CDOs, CMOs and Data, Tech, Digital Marketing teams who want to understand how data is architected to turn into real growth; discover how real-time personalization works - from backend to user experience; own a real-life growth playbook from campaigns in the financial and retail industries./.

(Vietnam+)

Source: https://www.vietnamplus.vn/uplift-vn-2025-lam-sao-de-toi-uu-du-lieu-khach-hang-dat-duoc-tang-truong-doanh-thu-ben-vung-post1034363.vnp