Go Beyond The Borders in Retail Sector said , Dr. Badri Narayanan Gopalakrishnan, Lead (Adviser), Niti Aayog, Government of India.

No. PR -239

March 15, 2022

New Delhi

2nd Edition Retail 360

Inaugural Session

Go Beyond The Borders in Retail Sector said , Dr. Badri Narayanan Gopalakrishnan, Lead (Adviser), Niti Aayog, Government of India.

Dr. Badri Narayanan Gopalakrishnan, Lead (Adviser), Niti Aayog, Government of India, started his remarks with a quote that customer is the most important visitor in our premises, he is not dependent on us. We are dependent on him. He discussed some insightful points related to international as well as domestic trade and customer experiences over the globe. He emphasized building a local supply chain that will proactively target the global market. He said that retailers should not limit themselves but go beyond the borders in the retail sector. Private consumption is a key driver in the overall growth and it will cater the both domestic as well as international market. He also talked about the role of technology in the retail sector, a lot of inspiration can be drawn from the premium stores using the high tech technology in the sector. A customer will appreciate if he knows from where a product is coming from and with QR code it is very much possible he said. Respecting the rights of the customers is very important for both customer and the company. He talked about the changing dynamics in transparency which is no more about certification but to getting knowledge of credibility through technology. He also mentioned the importance of digital payments and digital currency in the retail sector which can be helpful in retail consumer financing. In his concluding remarks, he focused on sustainability which can be done through eco-friendly packaging and branding which will go a long way he said. Not only environmental sustainability but also Financial sustainability and viability can change pathways in the retail sector and startups. detailed thinking is required for the startup in retail to avoid any failure.

Mr. Pradeep Multani, President, PHDCCI, in his presidential stated that Companies of all stripes have invested heavily in tools and technologies to help them understand their customers more deeply and to gain the advantages of superior customer experience (CX). Yet as leaders strive to form a more complete picture of customer preferences and behaviors, they continue to rely on aging survey-based measurement systems that for decades have formed the backbone of CX efforts. Companies use these systems to track CX performance through brand or relationship surveys, “close the loop” on customer feedback via post-transaction surveys, and even plot strategic moves by attempting to mine the feedback from their regular surveys over time and corporate level and in retailers’ bottom lines. Customers expect not only quality but also easy access to products and services. The time spent and experiences the customers get is of utmost importance. Many businesses that understand this are turning to digital technology. Companies with a customer experience mind set today earn 4- 8% more revenue than their competitors. As a result, customer experience has become a competitive advantage, key differentiator, loyalty booster, and a driver for repeat purchase.

Mr. Saurabh Bansal, Chair, Retail Committee, PHDCCI, in his thematic remarks mentions that particularly in times of crisis, a customer’s interaction with a company can trigger an immediate and lingering effect on his or her sense of trust and loyalty. As millions are furloughed and retreat into isolation, a primary barometer of their customer experience will be how the businesses they frequent and depend upon deliver experiences and service that meets their new needs with empathy, care, and concern. Now is also the time for customer experience (CX) leaders to position themselves at the forefront of the longer-term shifts in consumer behavior that result from this crisis. Keeping a real-time pulse on changing customer preferences and rapidly innovating to redesign journeys that matter to a very different context will be key. He also proposed the formal vote of thanks.

Mr. Saurabh Sanyal, Secretary General, PHDCCI gave the Introduction of the Retail 360 Degree on how global pandemic shaped everything to become digital making retail fiercely competitive. Mr. Sanyal also shared the importance of building a Quality and Customer Obsessed culture in the organization is to build a great brand, every customer interaction must be delightful and memorable. While human presence can do it naturally, in the digital era it gets tricky.

The session was moderated by Dr. Yogesh Srivastav, Assistant Secretary-General, PHDCCI.

The inaugural session was followed by three technical sessions covering different aspects on shaping the future of Customer Experience through Digital Technologies along with the focus on building new customers and retaining existing.

The sessions are: Leverage Technology for Superior Digital CX, Adapting Digital Marketing Strategies To Acquire And Retain Today And Tomorrow’s Customer and Enhancing Customer Experience in Digital Payment.

The speakers of the sessions are Mr. Kapil Mahajan, CIO – Safexpress, Ms. Bindiya Bhatt, Director – Myntra, Mr. Anil Menon, Head – IT, Lulu Group, Mr. Ashutosh Sharma, Head – Growth (Airtel IQ), Mr. Farhan Khan, CIO – Allied Blenders & Distillers Pvt. Ltd., Mr. Dharmender Khanna, Head D2C solution, Anymind Group, Mr. Anand R Hadgaonkar, CIO – Asia, Whirlpool Asia, Ms Meenakshi Verma AMBWANI, Deputy Editor, The Hindu Business Line, Mr. Apoorv Sen, CBO, Iconic Fashion India, Ms. Riddhi Adlakha, Head – Digital Marketing, TCS, Mr. Ajay Dhyani, General Manager- Marketing and E-Commerce, Timex, Mr. Sunil Seth, Director, KPMG, Mr. Madhur Arora , Mobile Apps Solutions Lead, Google India, Mr. Rohit Katyal, Sr VP & Group Head Sales, Easebuzz, Mr. Mandeep Gupta, Country Sales Head – Payments FEIG Electronic GmbH and Ms. Swati Anuj Arya, Leader. CISO office, Amazon Pay, Amazon

The event was sponsored by PHDCCI ‘s premiere partner Zivame..

The Event was sponsored by PHDCCI’s Annual Sponsors – Multani Pharmaceuticals Ltd; Star Wire; PG Industry; Uflex Ltd; DLF Ltd; Continental Carriers Pvt Ltd; Belair Travel & Cargo Pvt Ltd; Radico Khaitan Ltd; Jindal Steel & Power; MMG Group; Paramount Communications; Superior Industries Limited; JK Tyre & Industries Ltd; SMC Investments and Advisors Ltd; Crystal Crop Protection Ltd; Sagar Group of Industries; Samsung India Electronics; Comtech Interio; R E Rogers; AYUSH Herbs Private Ltd; Apeejay Stya Group; DCM Shriram; EaseMyTrip; Blossom Kochhar Beauty Products Pvt Ltd; Oswal Greentech; Trident Group; MV Cotspin Ltd; Synergy Environics Ltd; Ajit Industries Pvt Ltd; P S BEDI & Co.; Indian Farmer &Fertilizers Corporation Ltd; Jindal Steel; Hindware Sanitary; Modern Automobiles; Livit Ltd; Axa Parenterals; Bhagwati Plastic and Pipes Industries; J K Insurance Brokers Ltd; DD Pharmaceutical Ltd.


Warm Regards,

Media Division

PHD Chamber of Commerce and Industry