The Unexpected Opportunity: How COVID Accelerated the Digital Journey of Brands & Retailers Along with Customer Experience
Images Retail|February 2021
COVID has accelerated the digital journey of brands and retailers across industries and catalyzed innovations to offer customers unparalleled assurances and conveniences. IMAGES Retail brings views of leaders in the digital space from across retail verticals on how their organisations found opportunity in adversity and created innovation benchmarks that will define their growth and leadership even beyond COVID…

The online and offline retail worlds are converging faster than ever, and for any successful brand or retailer, a sound Omnichannel strategy has become indispensable for future success. But devising a foolproof Omnichannel strategy calls for detailed analysis of the myriad of channels including identifying and prioritizing them, as well as defining the logic of distribution within all the available channels.

In an attempt to understand the preparations, objectives and parameters of retailers in order to thrive in the current pandemic situation and also looking forward to new opportunities and approaches to sail through the phase, the Phygital Retail Convention (PRC) hosted a session titled, ‘Catalyzing Omnichannel Innovations To Offer Customers Unparalleled Assurance And Convenience’.

The session was co-moderated by Srinivas Rao, Sr. VP Marketing, Lifestyle International and Mahadevann Iyerr, SVP - Customer Loyalty & Analytics and Business Transformation, Lifestyle Int. The panelists included: Deepak Kishanchand, Head - IT, South Asia and MiddleEast - Levi Strauss & Co Jitendra Joshi, CEO, Ambab Infotech Yash Dayal, CTO, Zivame

Omnichannel: The Way Forward

“When we devised our Omnichannel strategy, we started off small, focusing mainly on in-store solutions so that we do not lose customers. But in the current situation, things are currently changing drastically, and we have been compelled to focus on a complete digital footprint. Now we are going with a full blown Omnichannel strategy that includes all channels and we are trying optimse everything,” states Deepak Kishanchand, Head - IT, South Asia and Middle East, - Levi Strauss & Co.

Levi’s is well distributed across many MBOs, Department Stores, EBOs, online marketplaces, etc. For a brand with as many channels as Levis, the fundamental concern is to define the logic that has to go to ensure that the inventory is flowing with the order - irrespective of the channel of sales.

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