On July 24th, CMC Global and Salesforce co-hosted “Shaping the future of intelligent customer experiences,” bringing together industry experts to address the rapid transformation of the retail landscape in Vietnam. 

The event featured 4 distinguished experts who shared practical insights from their extensive experience in digital transformation across Vietnam and ASEAN: Ms. Ai Ling Chen – Principal, Strategic SE RCG Industry, ASEAN at Salesforce, Mr. Nghia Pham – Lead Business Solutions Architect at Salesforce, Ms. Thuy Trinh Le – Salesforce Practice Leader at CMC Global, and Mr. Minh Pham Duc – Salesforce Solution Architect at CMC Global. 

The workshop opened with a clear picture of today’s retail reality: Vietnamese consumers are shopping across multiple channels. This multi-channel behavior has scattered customer data across disconnected systems, creating fragmented journeys that make it difficult for retailers to truly understand their customers. 

To thrive in this non-linear environment, retailers must shift from reactive to proactive strategies. As Ms. Ai Ling Chen emphasized, “The foundation of this transformation is a 360-degree customer view.” She explained that Salesforce’s Data 360 (Data Cloud) is the essential tool to unify data from every touchpoint, breaking down silos and creating a single source of truth. 

Beyond data unification, the workshop also highlighted the game-changing role of AI Agents (Agentforce). These intelligent agents enable retailers to anticipate customer needs, deliver hyper-personalized experiences, and drive business growth. This vision of the “Agentic Enterprise”, where AI works alongside humans to orchestrate seamless journeys, represents the future of retail.  

The message was clear: in Vietnam’s competitive retail landscape, success belongs to those who leverage data and AI to know their customers better and serve them proactively. To begin your transformation journey, reach out to CMC Global today.