#RetailReimaginedNext: Navigating new age consumer brands

This panel discussion at MRF 2024 explored the balance between digital-first brands and brick-and-mortar retail, discussing CX strategies and what the future holds.

The panel brought together a dynamic group of leaders in retail and e-commerce, showcasing diverse perspectives on navigating the rapidly evolving landscape. Moderated by Farid Vakil, Regional Channel Head, Zebra Technologies, the session discussed the challenges and opportunities in conveying product quality online, creating tailored customer experiences and reaching diverse demographics.

Akshay Rao, Head E-Commerce, Landmark Group (Babyshop) began the discussion, emphasising the importance of online product presentation, “Research states that 81% of customers actually look at product details online. It’s critical to provide detailed information, including safety standards and tutorials.” He stressed the value of technology in enhancing product perception, suggesting that “generative AI can create lifestyle shots and virtual try-ons, improving customer engagement.”

Hassan Tamimi, CEO, The Little Things compared online retail to the nuances of face-to-face interactions, “Creating an experience is key. We need to customise and adapt our approach, ensuring customers feel assured they’re buying licensed products.” He highlighted the significance of accessibility and dedicated customer service in building trust. “Our team reassures customers that we treat their purchases with the utmost respect,” he added.

Doaa Gawish, CEO & Founder, The Hair Addict reflected on her journey from social media to product development. “We started encouraging women to embrace their natural hair and transformed into a product company. It’s been an exciting journey of empowerment.” She shared her vision for fostering confidence among her customers, saying, “Our mission is to change beauty standards and promote self-love.”

Maria Pavani, Founder, Tres Marias Coffee Company shared her passion for coffee and innovation in her business, “I started as a barista and in 2019 launched Tres Maria’s Coffee. We supply specialty coffee and alternative milks to 150 stores, blending my love for coffee with entrepreneurship.” Her commitment to quality is evident in her product offerings. “We focus on high quality beans and unique products to meet market demands.”

Mayank Srivastava, Associate Director – ME & Africa, Tata Communications discussed the technological backbone of modern retail, stating, “One-third of the global internet runs on our infrastructure. We’re proud to be a part of this digital evolution.” He highlighted the importance of technology in enhancing customer experiences and streamlining operations in retail.

Nandan Shetty, Strategic Transformation Director, Blue Yonder emphasised the role of strategic transformation in supply chain management. “At Blue Yonder, we power the supply chains of top-tier retailers. Our consulting practice focuses on optimising processes to improve efficiency.” He noted that adapting to customer needs is essential for growth in the current market.

The session concluded with a shared understanding that in today’s retail landscape, conveying quality, fostering customer relationships and leveraging technology are crucial for success. As the panellists reflected on their unique journeys, they collectively underscored the importance of adaptability and innovation in shaping the future of retail.