How to embed more 'wow' moments in customer experience

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The CEOs Conclave at the South India Retail Summit, held on December 10 at the ITC Gardenia in Bengaluru, involved a group discussion on the growing relevance of perfecting customer experiences in India’s evolving retail industry. With omni-channelling and online commerce changing the landscape, retailers are left with little choice but to create superior customer experiences in order to retain shopper interest.

Present during the panel discussion — the final conference session of the day-long event — were S Raghunandhan, Co-Founder, Next Practice Retail; Kabir Lumba, MD, Lifestyle India; Abhishek Ganguly, MD, Puma India; Vishal Mirchandani, CEO – Retail and Commercial, Brigade Enterprises Limited; Viney Singh, MD, Max Hypermarket (Spar) and Mohini Binepal, Co-Founder and, Head Retail, Ruosh. The Conclave Co-Chair, along with S Raghunandhan, was R Sriram, Co-Founder of Next Practice Retail.

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