Harnessing Data and Embracing Digital Strategy at Zalora

Abstract

This case analyzes how Zalora has applied various strategies to gain a sustainable advantage in the e-commerce industry and provide solutions that continuously add value to its customers, even during the COVID-19 pandemic. It describes the company’s efforts to capitalize on customer demand and external and internal forces to be more agile and nimble in an increasingly competitive environment. Zalora has introduced several technologies that reflect its digitization, digitalization, and digital transformation efforts. The use of digital technologies has helped Zalora to capture and analyze relevant data from its business processes and customer interactions. The information and automation generated by the technologies have enabled Zalora to continuously improve and reinvent itself to stay ahead of the competition. The challenges and opportunities of digital transformation are also discussed.