Panel: Seamless Omni-channel Experience Sumat Chopra, Head E-Commerce, Godrej Nature’s Basket Chirantan Kislae, Head IT, The Mobile Store Danish Ahmed, CEO, Shopsity Ananth Padmanabhan, Head – Asia Business, Sonata Software Limited Abhishek Lal, Sr. Director E-commerce, Adidas Group India Arun Kumar, Head of E-commerce, Embital Technologies India Bhavik Jhaveri, Director, Ambab Infotech Pvt. Ltd. Moderator: Anil Shankar, VP Solutions & Technology, Shoppers Stop

Every retailer is chasing the concept of omnichannel, let’s get to know the perspectives of omnichannel in your organisations Moderator: Anil Shankar, VP Solutions & Technology, Shoppers Stop

Arun Kumar, Head of E-commerce, Embital Technologies India Key factor is providing an ecommerce experience that gives accessibility to the consumers that we have. Both offline and online have pros and cons from customer experience perspective. We have empowered stores to head ecommerce too, providing an integrated way of operation. Arun Kumar, Head of E-commerce, Embital Technologies India

Arun Kumar, Head of E-commerce, Embital Technologies India Challenges are changing constantly. Integration is required in keeping head quarters as ecommerce and allowing offline stores to work with ecommerce. It’s about how could you use offline to compliment online Customer experience is the goal and omnichannel is the way to go about it. Arun Kumar, Head of E-commerce, Embital Technologies India

Abhishek Lal, Sr. Director E-commerce, Adidas Group India Biggest reason for adopting omnichannel is that the consumers are across channels. Talking and interacting with customers is very important. Retail has to go above disruption, only way to do this is to connect. Omnichannel is about putting the consumer in the center. The cost of trail is very less and the return is fairly large. Abhishek Lal, Sr. Director E-commerce, Adidas Group India

Director, Ambab Infotech Pvt. Ltd. All stores have a different way of looking at omnichannel. Ensure a pseudo experience for the consumer if not real As technologist one should know the challenges It’s about the company mind shift within the organisation. When the process and people are ready, the technology becomes easy. Bhavik Jhaveri, Director, Ambab Infotech Pvt. Ltd.

Ananth Padmanabhan, Head – Asia Business, Sonata Software Limited Seamless thought is always a journey. Earlier there was a bulk order at the backend, now there’s a specific requirement. We bring the learning of large retailers. Need to get it right, as the technology advancement is happening much faster. As technology providers and retailers we need to quickly collaborate and move on. Ananth Padmanabhan, Head – Asia Business, Sonata Software Limited

Danish Ahmed, CEO, Shopsity A lot of customers see the product on the website and go back(98%), i.e they use ecommerce for product discovery. Omnichannel experience is largely about discovery than about delivery. Need to perform aggregation of data to be applied. Need to learn from the consumers Danish Ahmed, CEO, Shopsity

Chirantan Kislae, Head IT, The Mobile Store Technology evolution is happening constantly. The rate of adoption/ adoption curve is much steeper in India than other global players. When a customer faces issues, the orders get transferred to the ecommerce department. Orders were doubled because of this process. Have to realise that customer experience comes at the centre of everything. Chirantan Kislae, Head IT, The Mobile Store

Sumat Chopra, Head eCommerce, Godrej Nature’s Basket Key challenge lies in defining a way for the offline team to walk with online team. Also, empowering offline staff with ecommerce is very important. Key benefit of ecommerce lies in the best utilisation of the offline setup. We must provide a holistic experience for the consumer. Sumat Chopra, Head eCommerce, Godrej Nature’s Basket