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.

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  Some retailers have gone beyond tradition websites and blogs and are creating customized devices to provide better customer experience.

Manoj Shinde, Founder, Modaviti eMarketing Pvt. Ltd and Former Head –e-commerce, Reliance Brands.  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

Indresh Pradhan, Head IT, Kaya Ltd 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. 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

Dulles Krishnan, Executive director and Head IBM Commerce BU (Asia Pacific)  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.

Santosh Sagar Reddy, India Retail Practice, ThoughtWorks  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.  Important to know how and in what form can the external ideas work in India.

Sanjeev Pathak, Category Head- Value Business Printing and Personal System Group, Hewlett-Packard I  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