50 SMEs in Johor Reimagine the Customer Shopping Experience with AI and Unified Commerce

JOHOR BAHRU, October 21, 2026 — EasyStore brought Commerce Tour 2026 to Johor Bahru, with more than 50 participants joining “AI for SME Founders: Create Content Faster, Make Selling Easier” at M Club Eco Palladium. The event explored how AI, unified commerce and the right logistics partner can help businesses understand their customers, amplify creation of relevant content and deliver a better shopping experience.

For businesses selling through websites, physical outlets, marketplaces and social media, every channel creates another opportunity to reach customers. It also raises a practical question: how can a brand keep the experience consistent as customers move between them?

Together with collaborators Fiuu, J&T Express and PUJB, the Johor Bahru stop brought business operations, marketing and delivery into the same conversation.

AI-Powered Unified Commerce Helps You Understand and Serve Customers Better

A customer discovers your brand on TikTok, makes a purchase and comes back for more. This time, they order through your website. It should be the start of a stronger relationship—but what happens when your business treats them like a stranger?

Nadia Amir, Partnership & Community Manager at EasyStore, brought this challenge into focus through an example of a loyal TikTok buyer whose website order had not arrived after 11 days. Looking for answers, the customer reached out through TikTok Live, then email, then WhatsApp. Each move meant explaining the problem again, with no clear update.

For the customer, these were all the same conversations with the same brand. For the business, disconnected systems made it harder to track the conversations and see the full story and experience of its customer.

Nadia explored how bringing sales channels, inventory, orders and customer information together gives teams a clearer view of their business. It also gives AI more useful information to work with.

EasyStore’s Unified Inbox and AI Reply Assistant were introduced as tools to help teams manage customer conversations and prepare replies more efficiently.

That understanding matters on the shop floor, too. A returning customer may have bought online before or left products in their cart. Unified Customer Profiles and Insights help staff understand purchase history, membership details and shopping interests, giving them context for more relevant recommendations.

The session also looked at what happens after a customer leaves. EasyStore’s Loyalty programme, Shopping App and Broadcast Centre give brands ways to stay in touch. EasyStore's AI tool can help personalise messages for inactive customers and identify suitable sending times based on customer activity. Customer data can also inform membership tiers and reward points for a more genuine customer experience and opportunities to upsell.

Together, these capabilities support the moments that shape a shopping experience: being recognised, receiving useful recommendations and hearing from a brand at the right time.

Amplifying Reach Through AI Video Content with Coach Affira NSA

For business owners, creating video content is essential to get your products in front of customers. Coach Affira NSA, Advanced TikTok Shop Certified Trainer and Founder of NSA Ventures Legacy Sdn Bhd, showed participants how AI could make that first step easier.

Using ChatGPT, Google Flow and Nano Banana, she guided participants through creating three types of 10-second videos: product-focused videos, videos featuring AI-generated human models, and cartoon-style videos. Each offered a different way to tell a product’s story without appearing on camera or recording their own voice.

The process began with something business owners already have: their products. Coach Affira recommended preparing three photographs—a front view, a back view and one showing the product held in a hand. These references give the AI clearer information about the product’s appearance, size and scale.

She then walked participants through writing prompts, planning a storyboard and entering the details into Nano Banana. By breaking the process into manageable steps, the session gave participants a workflow they could repeat with different products and creative ideas.

For a business owner managing their own marketing, the value goes beyond a single video. A repeatable workflow can help them create several pieces of content a day while reducing the hours spent shooting and editing.

The connection to the wider discussion was clear: knowing customers better helps businesses decide what to say, while AI can support the work of turning that understanding into content.

Delivering on Promise with J&T Express

Once content has persuaded a customer to buy, the experience moves from the screen to the doorstep. Delivery becomes part of whether the brand lives up to its promise.

J&T Express’s session explored logistics for growing sellers, including managed warehousing that handles storage, packing and shipping. For teams juggling content creation, sales and fulfilment, this support can free up time to focus on customers while managing the work behind each order.

J&T Express highlighted four ways its logistics support can help sellers lower costs and improve efficiency:

Exploring EasyStore, Up Close

Our attendees didn’t miss the chance to explore EasyStore for themselves.

Beyond the talks, attendees had the opportunity to explore EasyStore and see how the platform works in practice. The team also spent time speaking with Johor merchants about their businesses and experiences.

These conversations connected the day’s ideas with the people putting them into practice. From understanding a shopper’s history to creating content and fulfilling an order, each part of the business shapes how customers experience a brand.