Decoding the Retailer's Perspective of a 360 Degree Customer Journey

At the 20th edition of the India Fashion Forum, retail experts of leading brands talked about the multichannel approach they are taking to ensure a smooth consumer experience in order to draw in footfalls and increase revenue…

Providing a 360-degree perspective of the customer journey is not a new topic anymore. Every retailer and brand ultimately aims to provide the consumer with a seamless and convenient shopping journey. At the 20th edition of the India Fashion Forum, retail experts of leading brands talked about the multichannel approach they are taking to ensure a smooth consumer experience in order to draw in footfalls and increase revenue. The session was powered by Litmus 7, Retail Singularity Hub.

The panelists at the session included:

• Bhavin Kothari, VP-IT, Lifestyle International (Landmark Group)
• Jackson Fernandez, Head of E-commerce, Puma India
• Radhakrishnan Gopalakrishnan, CTO, Litmus7
• Robinjith Kalpaka, India Head, Retail Singularity
• Siddharth Lulla, Consultant and Director, Nita Lulla
• Suparna Mitra, CS & MO, Watches & Accessories, Titan Co
• Vinay Chatlani, CEO, Soch

The session was moderated by Suresh Madur, Executive Director, Retail & Consumer, Technology Consulting Lead, PwC.

Madur started the discussion with a brief introduction of the topic. “If you really look at the 360 degree customer journey, you will realize there is a massive change in their behavior pattern. They now have access to multiple touchpoints – both online and offline – and retailers need to seamlessly cater to them on all these channels.”

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