DISCUSSION POINTS

From on-ground retail to direct to the consumer's doorstep – Evolving in the new normal
Focus on real-time customer insight and agility in implementation of ideas
Adapting to the Digital customer and their behavioural changes
Re-strategizing the customer journey and re-deﬁning customer experience
Building personalised customer experience while ensuring consumer privacy
Role of Innovation across business
Scale of Digital adoption, automation and making sense of data
The importance of empathy in customer interaction
Use of technology to increase customer acquisition, upsell & cross sell and increase brand loyalty

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