Why Twilio Says Personalization Is Broken | NRF APAC 2025 Debrief

Why Twilio Says Personalization Is Broken | NRF APAC 2025 Debrief

Live from NRF APAC, The Retail Podcast brings you exclusive access to Twilio’s 2025 State of Customer Engagement Report. This isn’t theory—it’s what leading global brands are actually doing on the ground.

We unpack:

Why 82% of brands think they personalize well—but only 16% of customers agree


  • How AI is redefining CX across channels

  • What customer data unification looks like in diverse APAC markets

  • Why privacy and consent are the new battlegrounds for loyalty

  • And what brands can do today to close the perception gap

💡 If you’re a retail or CX leader, this is your field guide for 2025 customer expectations.

🎧 Subscribe to The Retail Podcast for weekly episodes from the frontlines of global retail.

🔗 theretailpodcast.com

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Episoder(271)

Inditex & Zara, H&M & COS, JD.com, Google + Australian Retail | Five Things Friday

Inditex & Zara, H&M & COS, JD.com, Google + Australian Retail | Five Things Friday

JD’s robotics plan raises a practical question: can automation handle the exceptions that make fulfilment difficult? Alex Rezvan and Jill Dvorak examine the costs, the people, and the operational test...

11 Sep 10min

Primark Plans Home Delivery: Too Late? Plus 4 Retail Stories

Primark Plans Home Delivery: Too Late? Plus 4 Retail Stories

FULL SHOW NOTESPrimark plans home delivery in Great Britain. Alex Rezvan and Simone Oloman discuss the implications for value fashion and how retailers can earn the next purchase. Plus John Lewis, Boo...

11 Sep 13min

Target Beauty Studio: Prestige Beauty Comes to 600+ Stores

Target Beauty Studio: Prestige Beauty Comes to 600+ Stores

Target is bringing 90 prestige, emerging and global beauty brands to more than 600 stores. Alex Rezvan and Jill Dvorak examine what Target Beauty Studio means for Target, Sephora and Ulta Beauty—and w...

4 Sep 11min

Pinduoduo Malaysia, Singapore–Johor Bahru RTS and AI Search

Pinduoduo Malaysia, Singapore–Johor Bahru RTS and AI Search

Pinduoduo's expansion in Malaysia is testing how local retailers compete with ultra-low-price cross-border commerce, while the Singapore–Johor Bahru RTS Link could redraw the retail catchment between ...

2 Sep 13min

Retail Cybersecurity Is a Sector Problem — Scott Price, CEO DFI Retail Group

Retail Cybersecurity Is a Sector Problem — Scott Price, CEO DFI Retail Group

Scott Price, Group Chief Executive of DFI Retail Group, argues that retail cybersecurity is now a sector-wide risk—not a problem any company can solve alone.Recorded at NRF APAC 2026 in Singapore, the...

1 Sep 11min

M&S Moves European Ecommerce Fulfilment to Zalando

M&S Moves European Ecommerce Fulfilment to Zalando

Marks & Spencer is using Zalando's ZEOS platform for European ecommerce fulfilment across 22 continental European markets.Alex Rezvan and Simone Oloman, Co-founder and CEO of NIFT, cover six UK retail...

28 Aug 10min

Walmart Adds Apple Pay, Ross Outpaces TJX on Q2 Comps

Walmart Adds Apple Pay, Ross Outpaces TJX on Q2 Comps

Walmart has started rolling out Apple Pay at select US Walmart and Sam's Club locations, with rollout to all US stores and clubs planned by the end of 2026.Alex Rezvan and Jill Dvorak, Senior Vice Pre...

28 Aug 11min

Target’s AI Move, Coach Growth & the Future of US Retail

Target’s AI Move, Coach Growth & the Future of US Retail

Why is Coach growing while Kate Spade declines under the same parent company?And what does Target appointing a Chief AI Officer tell us about the next phase of retail technology?In this USA edition of...

24 Aug 14min

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