In 2025, the retail industry will transform with AI Agents, Unified Commerce , and Gamification. Join GTG CRM to explore how Vietnamese businesses can leverage a unified AI platform to create seamless customer experiences from online to in-store.

GTG CRM becomes the "AI infrastructure" for a unified shopping experience.

When experience becomes the new "measure" of retail success.

According to Salesforce's "Our 2025 Retail Predictions" report , the retail industry is entering a period of profound transformation:

From transaction to engagement.

Consumers don't just want to "buy quickly"—they want to be understood, served, and connected with the brand at every touchpoint, whether it's a website, store, social media, or text message.

To meet this need, businesses require a platform that integrates data, AI, and operations, transforming every interaction into a personalized experience.

And that's the role of GTG CRM — a comprehensive AI-integrated platform for Vietnamese retail businesses.

Content Builder: The Foundation of Unified Commerce – Where Every Journey Begins with a Unified Experience

If "Omnichannel" helps brands establish a presence in multiple places, then "Unified Commerce" ensures that all channels speak the same data language.

Salesforce predicts that by 2025, this will be a vital platform for all retailers.

GTG CRM – Content Builder acts as the "gateway" to the customer experience journey:

• AI Landing Page Builder: helps you create sales pages in minutes, with content and images suggested by AI based on your product category.
• Email Builder AI: Design and send email campaigns that are synchronized with your advertising campaigns.
• Brand Identity AI: Create a consistent logo, colors, slogan, and brand tone across all channels.

Every page, post, and email connects directly to the CRM and marketing campaigns – ensuring seamless communication, product information, and customer data.

Result: The customer journey from advertisement → landing page → order → customer care is seamless, like a single experience.

CRM Objects: The heart of unified data in the 2025 retail era.

84% of shoppers expect a seamless online and in-store experience, but only 29% feel that's met. The biggest reason: fragmented data.

GTG CRM solves this problem with its CRM Objects system – where all customer, order, and business data are integrated:

• Contacts & Companies: Each customer is clearly identified, whether they buy online or in-store. GTG CRM automatically saves information, links sources, and categorizes behavior.
• Invoices: all transactions, invoices, and payment statuses are directly linked to the customer's profile.
• Custom Objects: allows retail businesses (F&B, fashion, cosmetics, etc.) to customize specific data fields such as "product type," "size," and "last purchase date."

As a result, businesses can:

- Track the entire interaction history of each customer.

- Analyze customer groups based on lifetime value (LTV).

- Personalize remarketing or promotional campaigns to suit each target audience.

This is the foundation for Unified Commerce – a seamless experience driven by real data.

Messaging: When AI Agents Become Businesses' "Sales Assistants"

As we enter 2025, AI Shopping Agents will be the new standard.

Consumers expect to chat with them and receive advice as if they had a personal "virtual assistant."

GTG CRM – Messaging is the module that realizes this trend in Vietnam:

• AI Messaging: Automatically recognizes message content (price, size, product availability) and suggests instant responses on Facebook, Zalo, and WhatsApp.
• Unified Inbox: consolidates all messages, comments, emails, and SMS into a single interface, enabling quick collaboration between customer service and sales teams.
• Live Chat Widget: Attached to landing pages, supports AI for instant responses and saves data to CRM.

Businesses not only save 70% of response time, but also create a sense of personalized care – a key element in the customer journey in 2025.

Marketing: Retail Media & Smart Multichannel Experience

Global retail sales still take place 84% in physical stores, but "Retail Media"—advertising right at the point of sale—is really taking off.

Businesses need to leverage every touchpoint, both online and in-store, to create value through communication.

GTG CRM – Marketing Module helps businesses achieve this:

• Campaigns AI: Create Google, Facebook, and LinkedIn ad content in minutes, with titles, descriptions, and keywords optimized by AI based on customer behavior.
• Social AI: Schedule and automatically post on Facebook, LinkedIn, and YouTube, with suggested captions and hashtags relevant to Gen Z trends.
• Cross-channel reporting: track CTR, CPC, ROI, engagement rates, and conversions from all campaigns – all in one dashboard.

GTG CRM transforms every touchpoint – from ads and posts to the store – into part of a unified data strategy.

Automations: Gamification & Loyalty – Gamifying the Customer Experience

73% of consumers said they would prefer to participate in a loyalty program that incorporates gamification elements.

Businesses that know how to turn "customer care" into a "fun and engaging experience" will retain customers for longer.

With GTG CRM – Automations, every business can do this easily:

• Workflow Builder: create automated action sequences (e.g., “buy 3 times → receive a 15% voucher”).
• Email & Messaging Automation: Send upgrade notifications, birthday gifts, and offers based on purchase behavior.
• AI Personalization: suggests rewards or products tailored to each customer group.

Loyalty chains, previously only feasible for large systems, have now been "simplified" so that SMEs can deploy them themselves in minutes – no technical team needed, no coding required.

Support Center: After-sales service – the final step to a seamless experience.

A complete retail experience doesn't end at checkout.

After the sale, the speed and quality of response determine customer loyalty.

GTG CRM – Support Center helps businesses maintain the quality of post-purchase services:

GTG CRM helps businesses maintain post-purchase service quality.

• Ticketing System: records, categorizes, and tracks customer support requests.
• History Sync: Each ticket is linked to a purchase history, messages, and invoices – helping agents understand the information before responding.
• Analytics: measuring processing time, customer satisfaction, and resolution rate.

Businesses are not only providing faster support, but are also continuously improving processes based on real-world data.

Conclusion: GTG CRM – The unified AI platform for the new retail era.

Looking ahead to 2025, the global retail industry is revolving around three main axes:

Unified data – Artificial intelligence – Emotional experience.

Which businesses can:

• Gather data in one place.
• Transform AI into a true assistant.
• And automate the customer journey,

That company will lead the era of smart retail.

GTG CRM brings that mission to Vietnamese businesses.

A comprehensive AI platform that helps build brands, sell, and provide customer service more effectively than ever before.

GTG CRM – A unified AI platform helping Vietnamese businesses lead the retail era in 2025.