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How to embed more ‘wow’ moments in customer experience


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 , Co-Founder, ; , MD, , MD, , CEO – Retail and Commercial, ; , MD, Max Hypermarket (Spar) and Mohini Binepal, Co-Founder and, Head Retail, . The Conclave Co-Chair, along with S Raghunandhan, was , Co-Founder of Next Practice Retail.