BUILDING THE RIGHT KIND OF CUSTOMER ENGAGEMENT FRAMEWORK – SUNTECH SHOWS THE WAY
RISHIKESH TRIVEDI DIGITAL TRANSFORMATION ADVISOR, SUNTECH BUSINESS SOLUTIONS
The first session of the Retail Jeweller India Forum 2020 saw Rishikesh Trivedi, Digital Transformation Advisor, Suntech Business Solutions talking about the usage of technology to drive a customer-centric approach. He also raised questions on the utilisation of technology to overcome challenges in the decision-making process.
The session was presented by Rishikesh Trivedi, Digital Transformation Advisor, Suntech Business Solutions. Talking about the trends in the industry, Trivedi said that corporatization of industry players is a major factor in the sector, with the second trend being a significant change in consumer behavior, and the third being an attention-deficit economy. In this scenario, a business person will have three critical goals – engaging with customers in a creative manner so as to get their attention, powering the business through better insights, and boosting efficiency through well-thought-out decisions.
Trivedi had some insights of his own to share. He said business people have lots of cognitive biases based on their prior experiences, and their expertise. These inherent biases can limit their ability to think divergently and innovatively, and come in the way of generating new ideas. He observed that this is a problem that is prevalent across all organizations.
He then raised some interesting questions – how to utilize technology to overcome these decision-making challenges and standardize the decision-making process so that more people within the organization are capable of making similar decisions?
This story is from the March - April 2020 edition of The Retail Jeweller.
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This story is from the March - April 2020 edition of The Retail Jeweller.
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