Dr Karippur Nanda Kumar (Professor - Information Technology, SP Jain) writes in Financial Express, a leading financial newspaper, on how retail companies need to rethink their strategies for delivering positive customer experience to survive and grow their business.
In the article, he talks about the tremendous opportunity for Indian retailers to connect digitally and engage with their customers. However, most companies end up forcing their customers onto engagement paths shaped by conventional e-commerce technologies and platforms.
“The way to win customers hence starts with a deep understanding of how to create an offering that each customer value more than competitors’ offerings. The good news is retail companies now have access to a range of integrated AI tools and platforms involving technologies such as text analytics, machine learning, chatbots, robotics, image recognition and natural language processing,” Dr Kumar explains.
To read the full article, please click here.