JD.ID Innovates Omni-channel as Indonesia Warms to E-Commerce by Kelly Dawson COVID-19 has hastened the digitalization of Indonesia's commerce industry-but unique cultural factors have underscored the importance of an omni-channel approach in a country where offline shopping remains the dominant shopping mode. JD.com's joint e-commerce venture JD.ID is leading that development, with technology that streamlines both the customer and vendor experience while considering Indonesian cultural preferences. 'Indonesia is unique in the way people shop,' said Eyvette Tung, JD.ID's Head of Offline Business. 'It's a service culture. Indonesian shoppers are not independent, and prefer not to be. You see in other places like China that everyone is going online so quickly, but people in Indonesia want that interaction, and they like to be served. That's a big reason we're ramping up efforts offline, even as we build out our online infrastructure.'