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

When experience becomes the new “measure” of sales success retail

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

From transaction to engagement.

Consumers don’t just want to “buy fast” — they want to be understood, served, and connected with brands across every touchpoint, be it a website, store, social media, or messaging.

To do that, businesses need a platform that unifies data, AI, and operations, that turns every interaction into a personalized experience integration.

And that is the role of GTG CRM — a comprehensive AI integration platform for Vietnamese retail businesses.

Content Builder: The foundation of Unified Commerce – when every journey starts from a unified experience

If “Omnichannel” helps brands be present in many places, “Unified Commerce” ensures every channel speaks the same data language.

Salesforce predicts that by 2025, this will be the living platform of every retailer.

GTG CRM – Content Builder plays the role of “gateway” to the experience journey:

• Landing Page AI Builder: helps create sales pages in minutes, with content and images suggested by AI according to the industry.
• Email Builder AI: designs and sends email campaigns in sync with advertising campaigns.
• Brand Identity AI: creates a consistent logo, color, tagline and brand tone across all channels.

Every page, post, email is directly connected to the CRM and marketing campaign – ensuring messages, products and customer data are always seamless.

Result: The customer journey from ad → landing page → order → care is seamless as a single experience .

CRM Objects: The Heart of Unified Data in the 2025 Retail Era

84% of shoppers expect a seamless experience between online and in-store, but only 29% feel it is met . The biggest reason: data fragmentation.

GTG CRM solves this problem with the system CRM Objects – where all customer, order and business data is consolidated:

• Contacts & Companies: each customer is clearly identified, whether they buy online or in-store. GTG CRM automatically saves information, sources and classifies behavior.
• Invoices: All transactions, invoices, payment statuses are directly linked to customer profiles.
• Custom Objects: allow retail businesses (F&B, fashion, cosmetics, etc.) to customize their own data fields such as "product type", "size", "last purchase".

Therefore, businesses can:

- Track the entire interaction history of each customer.

- Analyze customer groups by lifetime value (LTV).

- Personalize campaigns Remarketing or promotions tailored to each file.

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

Messaging: When AI Agents become the “sales assistants” of businesses

By 2025, AI Shopping Agents will be the new norm.

Consumers expect to be able to chat and be advised as if they had their own “virtual employee”.

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

• AI Messaging: automatically recognizes message content (price, size, product status) and suggests instant responses on Facebook, Zalo, WhatsApp.
• Unified Inbox: collects all messages, comments, emails, SMS into a single interface, helping customer service and sales coordinate quickly .
• Live Chat Widget: attached to the landing page, supports AI to respond instantly and save data to CRM.

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

Marketing: Retail Media & Smart Omnichannel Experience

Global retail sales still take place at physical stores at 84%, but “Retail Media” – advertising at the point of sale – is really taking off.

Businesses need to take advantage of every touchpoint, both online and in-store, to create communication value.

GTG CRM – Marketing Module helps businesses do that:

• Campaigns AI: create Google, Facebook, LinkedIn advertising content in just a few minutes, with titles - descriptions - keywords optimized by AI according to customer behavior.
• Social AI: automatically schedule and post on Facebook, LinkedIn, YouTube, with caption and hashtag suggestions that match Gen Z trends.
• Cross-channel Reporting: track CTR, CPC, ROI, interaction rate engagement and conversions from every campaign – in the same dashboard.

GTG CRM turns every touchpoint – from ads, posts, to stores – into part of a unified data strategy.

Automations: Gamification & Loyalty – gamifying the customer experience

73% of consumers say they like to participate in loyalty programs that include a gamification element.

Businesses that turn “customer care” into “fun experiences” will retain customers for a long time more.

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

• Workflow Builder: create an automatic action chain (e.g., “buy 3 times → receive a 15% voucher”).
• Email & Messaging Automation: send upgrade notifications, birthday gifts, promotions based on purchase behavior.
• AI Personalization: suggest rewards or products suitable for each customer group.

Loyalty chains that were only feasible with large systems are now “simplified” so that SMEs can deploy them themselves Deploy in minutes – no technical team, no coding required.

Support Center: After-sales – the final step of a seamless experience

A complete retail experience doesn’t stop at checkout.

After-sales, speed and quality of response determine loyalty.

GTG CRM – Support Center helps businesses maintain quality after-sales service:

• Ticketing System: Record, classify and track support requests from customers.
• History Sync: Each ticket is linked to purchase history, messages, invoices - helping agents grasp information before responding.
• Analytics: Measure processing time management, satisfaction level, resolution rate.

Businesses not only support faster, but also continuously improve processes based on real data.

Conclusion: GTG CRM – Unified AI platform for the new retail era

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

Unified data – Artificial intelligence – Emotional experience.

Which businesses can:

• Gather data data in one place,
• Turn AI into a real assistant,
• And automate the customer journey,

that business will lead the era of smart retail.

GTG CRM brings that mission to Vietnamese businesses –

a comprehensive AI platform helps build brands, sell and take care of customers more effectively than ever.

GTG CRM – Unified AI platform helps Vietnamese businesses lead the 2025 retail era.