The interactive and thought provoking discussion revolved around how retail is growing its technological arm in the retail space, consumer interface and supply chain front. Mr. Nair, CEO, Kaya shared how online chat bots offer effective communication at a time and place for consumer convenience. He described the tech evolution in retail had begun with the rise of ‘E-commerce’ as an awakening call. He mentioned how the online stores had won consumer interest by raining discounts. Today, consumers have been experiencing new offerings that are changing according to their needs and likes. These days the consumer is more informed with easy internet accessibility. Customers research on the product to be purchased beforehand. It has become crucial to train a team of store representatives on the nuances of the products in store.

Adding another angle to the discussion, Mr. Kedar Mehta, Associate Director, KPMG, mentioned how Google is helping consumers locate the nearest restaurants and coffee shops, which is a plus for retailers. Ms. Neha Divanji, Head of E-commerce & Digital Marketing at Welspun Group seconded the fact on how mobile technology combined with internet is helping retailers reach out their customers in the vicinity of the store location.

The idea of privacy as mentioned by Mr. Hedge is an ongoing cultural shift in mindset. Today people believe in sharing personal moments across social media channels.  This gives retailers a glimpse of what customers love and dislike.

The discussion concluded on a note that yes technology can be optimized to make retail seamless by enhancing customer experience and strengthening back-end supply chain. Some tech reforms may take time keeping in mind the extensiveness of retail network offline and online.  However, technology is here to stay in retail space and make customer experience more incredible than before.