BETTER Prosperity
SUSTAINABLE ECONOMIC GROWTH
AWC integrates sustainability into products and services, customer engagement, and marketing communications to create value for customers, business partners, communities, and society. Through innovation, digital solutions, and destination development, AWC strives to enhance customer experiences while strengthening Thailand’s position as a leading sustainable tourism and lifestyle destination.
STRATEGIC CONTEXT
The long-term success of the real estate, hospitality, and lifestyle industries depends on the ability to continuously respond to evolving customer expectations while maintaining trust, service quality, and responsible business conduct.
Customers increasingly seek authentic experiences, personalized services, transparent communication, and businesses that create positive social and environmental impact. By developing sustainable products and services, strengthening customer relationships, and promoting responsible marketing practices, AWC enhances customer loyalty, supports business resilience, and creates long-term value for all stakeholders.
COMMITMENTS & TARGET
AWC is committed to creating sustainable economic growth by delivering meaningful experiences, fostering long-term customer relationships, and conducting business responsibly across its hospitality, retail, commercial, and lifestyle destinations.
Sustainable Products and Services
Embed sustainability into products, services, and customer experiences to create shared value and support long-term business resilience.
Customer Relationship Management
Enhance customer satisfaction, loyalty, and trust through meaningful engagement and continuous improvement of customer experiences.
Responsible Marketing
Ensure marketing and communications are accurate, transparent, ethical, and aligned with responsible business conduct.
STRATEGY
AWC advances sustainable economic growth through three interconnected pillars:
Sustainable Products and Services
Embed sustainability across products, services, and customer experiences to strengthen long-term value creation and competitive differentiation.
Customer Relationship Management
Enhance customer satisfaction, loyalty, and advocacy through continuous engagement and service excellence across all touchpoints.
Responsible Marketing
Ensure marketing and communications are accurate, transparent, and responsible, reinforcing stakeholder trust and brand credibility.
STRATEGIC PRIORITIES
Customer Experience and Satisfaction
Enhancing customer satisfaction, loyalty, and service excellence across hospitality and commercial assets.
Sustainable Products, Services, and Experiences
Embedding sustainability into products, services, and destination experiences to create long-term customer value.
Sustainable Building and Asset Standards
Advancing sustainability and wellness certifications to strengthen asset performance and resilience.
Digital Customer Engagement
Leveraging digital platforms and customer insights to enhance engagement and business performance.
Responsible Marketing and Communications
Ensuring transparent, ethical, and responsible communications that strengthen stakeholder trust.
Customer Data Protection and Fair Engagement
Protecting customer information and promoting fair engagement through responsible data governance.
PERFOMANCE
AWC regularly evaluates customer satisfaction, customer engagement, service quality, digital adoption, and the effectiveness of customer relationship management programs to support continuous improvement and long-term value creation.
The Company also monitors the development of sustainable products and services, customer experience initiatives, responsible marketing practices, and destination-based innovations across its portfolio.
Customer Relationship Management
In order to gain a deep understanding of customer needs, improve service quality, and develop long-term relationships, AWC conducted a customer satisfaction survey on an annual basis. The survey uses questionnaires that evaluate key issues that linked to corporate strategy, such as market focus, products/services provided, knowledge management, and business performance.
| Customer Satisfaction Results | |||||
|---|---|---|---|---|---|
| Year | 2021 | 2022 | 2023 | 2024 | |
| Customer satisfaction result (%) | 74.35 | 73.63 | 77 | 80 | |
SUSTAINABLE SUPPLY CHAIN MANAGEMENT
AWC recognizes that a responsible, resilient, and sustainable supply chain is fundamental to delivering long-term value for customers, communities, suppliers, and other stakeholders. As suppliers and business partners play a vital role in supporting the Company’s hospitality, retail, commercial, and lifestyle destinations, AWC integrates environmental, social, governance (ESG), and ethical business considerations throughout its procurement and supplier management processes.
Through responsible supplier management, supplier development, and local procurement initiatives, the Company seeks to strengthen supply chain resilience, promote responsible business practices, and contribute to sustainable economic growth across the value chain.
STRATEGIC CONTEXT
Suppliers play a critical role in delivering products and services that support AWC’s operations and customer experiences. Environmental, social, governance, and human rights risks within the supply chain can impact operational continuity, business performance, stakeholder trust, and long-term value creation.
As stakeholder expectations continue to evolve, responsible supply chain management has become increasingly important in ensuring transparency, mitigating risks, improving supplier performance, and creating positive economic impacts for local communities and businesses. AWC therefore works collaboratively with suppliers to promote responsible business conduct and sustainable development throughout the value chain.
COMMITMENTS & TARGET
Responsible Supplier Management
Promote responsible supplier management practices to strengthen transparency, accountability, and long-term supply chain performance.
Supplier ESG Integration
Integrate environmental, social, governance, and risk considerations into supplier evaluation and procurement processes.
Local Procurement
Promote local sourcing and procurement practices to support local economic development and strengthen supply chain resilience.
STRATEGY
Responsible Supplier Management
Strengthen supplier governance, accountability, and responsible sourcing practices to enhance supply chain transparency, resilience, and long-term performance.
Supplier ESG Integration
Integrate environmental, social, governance, and risk considerations into supplier evaluation and procurement processes to support responsible and sustainable value chains.
Local Procurement and Shared Value
Promote local sourcing and supplier development to strengthen local economies, enhance supply chain resilience, and create shared value for communities and the business.
STRATEGIC PRIORITIES
Responsible Supplier Selection and Assessment
- Apply a risk-based approach to supplier selection and assessment to identify and manage ESG-related risks across the supply chain
- Integrate ESG criteria, ethical business conduct, and human rights considerations into supplier onboarding, qualification, and performance evaluation processes
- Promote compliance with AWC’s Supplier Code of Conduct through ongoing monitoring, corrective actions, and continuous improvement measures
Supplier ESG Integration and Capability Development
- Conduct ESG risk assessments of significant suppliers and promote responsible business practices throughout supplier operations
- Strengthen supplier ESG capabilities through engagement, knowledge sharing, and capacity-building initiatives
- Collaborate with suppliers to address improvement opportunities, enhance ESG performance, and support long-term supply chain resilience
Local Procurement and Economic Contribution
- Promote local procurement through a standardized local sourcing framework to strengthen governance consistency, transparency, and comparability
- Integrate local sourcing considerations into procurement processes to strengthen local supply chains and increase economic participation
- Support sustainable economic development and shared value creation for suppliers, communities, and the business through responsible local procurement practices
PERFOMANCE
AWC regularly monitors and evaluates the effectiveness of its supply chain management practices to strengthen supplier performance, enhance supply chain resilience, and promote responsible business conduct throughout the value chain. The Company tracks progress related to supplier assessment, supplier development, ESG integration, responsible sourcing, and local procurement initiatives to support continuous improvement and sustainable value creation.
INNOVATION AND TECHNOLOGY
Innovation and technology are key drivers of AWC’s long-term sustainable growth. As digital transformation continues to reshape customer expectations and business operations, the Company leverages technology, innovation, cybersecurity, and responsible data management to enhance customer experiences, improve operational efficiency, strengthen organizational resilience, and create sustainable value for stakeholders.
Through the integration of digital transformation, cybersecurity governance, and personal data protection practices, AWC seeks to build stakeholder trust while supporting business growth in an increasingly connected world.
STRATEGIC CONTEXT
Technology plays a critical role in business competitiveness, customer experience, operational efficiency, and organizational resilience. At the same time, increasing reliance on digital systems and data gives rise to cybersecurity, privacy, and information security risks.
For AWC, effective management of technology-related opportunities and risks is essential to:
- Enhance customer, tenant, and stakeholder experiences through innovation and digital solutions;
- Improve operational efficiency and data-driven decision-making;
- Protect critical information assets and business systems;
- Safeguard personal data and privacy rights;
- Strengthen resilience against evolving cyber threats and digital risks; and
- Build and maintain stakeholder trust and confidence.
COMMITMENTS & TARGET
AWC is committed to advancing innovation and technology by enhancing digital capabilities, strengthening cybersecurity resilience, and protecting personal data privacy across all business units.
Innovation and Digital Transformation
Leverage innovation, digital technologies, and data-driven solutions to enhance operational efficiency, customer experiences, and long-term business resilience.
Cybersecurity and Information Security
Strengthen cybersecurity governance, risk management, and information security practices to safeguard digital assets and business continuity.
Personal Data Protection and Privacy
Protect personal data and privacy through responsible data governance, regulatory compliance, and trusted data management practices.
STRATEGY
Innovation, Data, and Digital Transformation
Leverage innovation, digital technologies, and data-driven insights to enhance operational efficiency, customer experiences, and long-term business resilience.
Cybersecurity and Information Security
Strengthen cybersecurity governance and information security practices to protect digital assets, support business continuity, and enhance organizational resilience.
Personal Data Protection and Privacy
Safeguard personal data and privacy through responsible data governance, regulatory compliance, and transparent data management practices to strengthen stakeholder trust.
STRATEGIC PRIORITIES
Innovation, Data, and Digital Transformation
- Leverage digital technologies and data-driven insights to enhance operational efficiency and decision-making.
- Strengthen process excellence, digital integration, and organizational agility across the portfolio.
- Build innovation capabilities and continuous improvement culture to support long-term business resilience.
Cybersecurity and Information Security
- Strengthen cybersecurity governance and enterprise-wide cyber risk management practices.
- Enhance security monitoring, vulnerability management, and incident response capabilities.
- Protect digital assets, critical systems, and business continuity against evolving cyber threats.
- Provide dedicated reporting channels through the Company's Intranet for employees to report cybersecurity incidents, vulnerabilities, phishing emails, and other suspicious activities, enabling timely escalation and response.
Personal Data Protection and Privacy
- Safeguard personal data through responsible data governance and privacy controls.
- Ensure compliance with applicable data protection laws, regulations, and internal standards.
- Promote employee awareness and accountability for personal data protection and privacy rights.
Responsible AI Governance
AWC promotes the responsible use of Artificial Intelligence (AI) by integrating principles of personal data protection, information security, and data analytics governance into the development and use of AI-enabled technologies. The Company also applies structured governance practices to support the responsible implementation, monitoring, and continuous improvement of AI-enabled analytics in alignment with business objectives and applicable requirements.
PERFORMANCE
AWC continues to strengthen its digital capabilities, enhance cyber resilience, and improve personal data protection practices across the organization.
The Company regularly conducts cybersecurity assessments, vulnerability reviews, penetration testing, employee awareness activities, and business continuity preparedness exercises to enhance information security and strengthen resilience against digital risks.
Performance related to innovation, cybersecurity, information security, and personal data protection is monitored through established governance processes and regularly reported to management.