Transcript Panel: Technologies that are redefining customer experience. Manoj Shinde, Founder, Modaviti E-Marketing Pvt.

Panel: Technologies that are
redefining customer
experience.
Manoj Shinde, Founder, Modaviti E-Marketing Pvt. Ltd and Former Head –e-commerce,
Reliance Brands
Indresh Pradhan, Head IT, Kaya Ltd
Dulles Krishnan, Executive director and Head IBM Commerce BU (Asia Pacific)
Santhosh Sagar Reddy, India Retail Practice, ThoughtWorks
Sanjeev Pathak, Category Head- Value Business Printing and Personal System Group,
Hewlett-Packard
Moderator Vikram Idnani, Head IT, Trent Ltd.
 In India, we need to push the sales
 The increasing labour cost is going
to be troubling.
 Having information and online
research is going to be pivotal in
providing good customer experience
Moderator: Vikram Idnani,
Head IT, Trent Ltd.
 Some retailers have gone beyond
tradition websites and blogs and are
creating customized devices to
provide better customer experience.
.
 Preface to customers experience is
customer itself.
 The retailer is getting forced to
create experience to cater to
customers.
 Objective to build devices is to create
wow factor when customer walks in
 Technology that addresses the
needs and requirements of a
consumer is the only technology that
matters
Manoj Shinde, Founder, Modaviti
eMarketing Pvt. Ltd and Former Head
–e-commerce, Reliance Brands
• We are heading to a place where
everything is contextual
• Mining and providing the data to the
employees to appropriate the
customer’s requirement for products
is important.
•
Indresh Pradhan, Head IT, Kaya Ltd
Have to work towards empowering
the employees to look and interpret
the data
• Technology that will be a quick win is
to crunch the cost to a small kiosk
 You need to look at tech and consumer
and then provide personalised
experience.
 Fundamentally it is delivery and
experience that people expect.
 Essential point is to provide enhanced
experience. To consult and enhance the
knowledge of product to consumer.
 The challenge in online world is to
replicate offline world online
 To make technology consumable is
fundamental.
Dulles Krishnan, Executive director
and Head IBM Commerce BU (Asia
Pacific)
 The most important commodities are
store employees since they know the
customers
 Should look at the basic capabilities of
the store employees and integrate them
so as to provide a better experience to
the consumers.
Santosh Sagar Reddy, India Retail
Practice, ThoughtWorks
 Important to know how and in what
form can the external ideas work in
India.
 The customer’s value for money, time spent
on whole process and the satisfaction
obtained after purchasing the product
comprises of consumer experience.
 Key for every retailer is providing consulting
to customer and providing info about the
product.
 Technology that reduces the gap between
digital and real world is the next technology
Sanjeev Pathak, Category HeadValue Business Printing and Personal
System Group, Hewlett-Packard I