Tag: Q-commerce ecosystem

  • Glovo Retail Media Day: Experts highlight massive growth potential in global retail ecosystem

    Glovo Retail Media Day: Experts highlight massive growth potential in global retail ecosystem

    Experts in the Q-commerce ecosystem, including Glovo, have highlighted significant growth potential in the global retail sector.

    This was part of the submissions made by speakers at the recent annual Retail Media Day hosted by Glovo in Barcelona.

    The event featured a wide-ranging discussion from industry experts on major industry trends and developments, including Glovo’s growth plans for the coming months.

    According to a report from IAB Europe’s Retail & Commerce Media Committee, 2026 is expected to be a defining year for retail and commerce media across Europe, driven by increased investment, AI-enhanced personalization, and growing demand for clearer measurement standards.

    Leading the discussion, Glovo co-founder, Sacha Michaud, explained that retail media is becoming an increasingly core pillar of the modern digital advertising ecosystem, with advertisers now seeking more accountable, commerce-led media strategies.

    “People realize that they can order from local stores through Glovo, a snowball effect will happen: we will become top of mind,” he said.

    In a joint presentation delivered by trio of Connie Kwok (VP of Q-commerce), Alex Menal (VP of Marketing), and Victor Roca (Director of Ads Product and Retail Media), they discussed Glovo’s approach to strategic themes such as product, customer understanding, and Q-commerce leadership while presenting the new value proposition for brands to advertise through four new in-app advertising opportunities: segmentation, direct links, video stories, and product cross-sell.

    One of the presenters, Kwok, who leads Q-commerce for one of the leading global companies driving industry innovation, defined Glovo’s value proposition as providing ultimate convenience and choice, stating that “having the mall in your pocket” is the final goal.

    Speaking during the session, Menal highlighted how Glovo has successfully marketed itself to customers worldwide, positioning itself as a global leader in Q-Commerce.

    He shared a very ambitious vision of how Q-Commerce could equal the value that Food currently provides to Glovo’s business, based on its growing run rate, new feature opportunities, and AI applications.

    Also speaking, founder of Adcelerator and the former CEO of Publicis Group, Andrea Di Fonzo, said experience was needed in scaling complex service platforms and driving sustained growth for companies in the retail sector.

    Fonzo stated that brands have to ensure their advertising is placed in places they don’t know, because if they only communicate in the stages they know, they will miss out on a whole new set of audiences looking elsewhere.

    He further noted that in this era of messy communications, platforms like Glovo offer a massive opportunity for brands, as they can rent a virtual space with millions of customers looking in the right place, at exactly the right time: when customers are ready to purchase.

    In the closing session, Roca and Anaut underscored the significant role Glovo played in helping brands like Heineken, PepsiCo, and Revolut grow exponentially through tailored, smart in-app and off-app media placements.

    In recent years, Glovo has partnered with retail industry giants such as Coca-Cola, Nestlé, PepsiCo, Red Bull, Unilever, and more, helping them maximize their retail media strategies.

  • Glovo launches a LiveOps Hub in Abuja to strengthen Customer Experience and operational resilience

    Glovo launches a LiveOps Hub in Abuja to strengthen Customer Experience and operational resilience

    Glovo, a leading technology platform offering on demand services from restaurants, supermarkets and stores, has officially launched its LiveOps Hub in Abuja, marking a major step in strengthening customer support, operational efficiency, and talent development across Nigeria.

    The new hub is designed to address key challenges within Nigeria’s rapidly growing Q-commerce ecosystem, including low digital trust, infrastructure volatility, and the need for 24/7 real-time service. With a team of over 100 trained professionals, the facility provides live operational support to customers, riders, and vendors using the Glovo platform nationwide.

    According to the General Manager, Glovo Nigeria, Lamide Akinola, the Abuja LiveOps Hub demonstrates the company’s ongoing investment in innovation, reliability, and human capital development in Nigeria.

    Akinola explained that the new facility integrates advanced Artificial Intelligence technology with human intelligence to ensure seamless and secure service.

    “The LiveOps Hub in Abuja reflects our investment in resilience and reliability. We have invested heavily in redundant high-speed satellite links and powerful backup power solutions, including generators and solar systems, to ensure our team operates 24/7 without downtime. This means we are always available when customers, riders, or vendors need us most,” she said.

    The hub’s tiered support system is built around specialized “Pods”, such as Refunds, Rider Support, and Vendor Relations, allowing agents to resolve complex cases faster and with greater precision.

    Since its establishment in early 2025, the team has maintained an impressive 90% success rate in responding to customer inquiries within 30 seconds, setting a new benchmark for responsiveness and reliability in Nigeria’s on-demand sector.

    Beyond speed and technology, the Abuja hub embodies Glovo’s conviction that exceptional customer support hinges on a deep understanding of local needs. In cities where unmapped addresses and complex routes can challenge delivery operations, the locally based LiveOps team plays a key role in helping riders and customers connect seamlessly. Agents utilise their knowledge of neighbourhoods, landmarks, and delivery patterns to resolve navigation-related issues in real-time, bridging the gap between technology and on-the-ground realities.

    Beyond operations, the Abuja Hub doubles as a LiveOps Academy, dedicated to nurturing and retaining Nigerian talent. Agents receive training beyond customer service, including business analysis, fraud detection, and project management. This investment not only builds long-term skills but also strengthens Nigeria’s growing digital service ecosystem and contributes to a more resilient digital economy.

    “Our approach combines people, technology, and local understanding. We are not just solving customer challenges, we are building trust in Nigeria’s digital economy by showing that reliability, innovation, and opportunity can coexist,” Akinola added.

    The Abuja LiveOps Hub plays a key role in Glovo’s long-term vision: setting new standards for customer experience, operational excellence, and localized innovation across Africa. Through this investment, Glovo reaffirms its commitment to defining what exceptional service looks like in the fast-evolving Quick-Commerce sector.