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Let’s Talk Shop Your retail CX roadmap for 2021

Date: 3 June 2021 | Thursday
Time: 3 am - 4 pm


Shopper behaviour has changed irreversibly in the past 12 months. Their expectations have gone through the roof, shown a clear preference for online-first experiences and haven’t hesitated to abandon brands that couldn’t keep up.

Now’s a great time to take stock of what worked for shoppers and what didn’t and use these insights to design the best CX for your demanding shoppers, and set yourself up for success in 2021 and beyond.

Join our expert panel as they look at the year gone by and prescribe the ideal retail CX roadmap for the next 12 months. Topics include

  • How retailers responded to the massive buyer shift to online
  • The top CX trends that will dominate retail in 2021
  • The top 3 priorities for retail CX leaders in India

Who can attend


  • Director
  • Senior Manager
  • Customer Service Support Manager
  • Director Customer Support
  • Head of Contact Center
  • Contact Center Director
  • Manager Customer Contact Center
  • Director Customer Experience
  • Head Of Customer Experience
  • Vice President Customer Experience
  • Customer Service Manager
  • General Manager Customer Service
  • Director Of Customer Service

SPEAKER

 
Ritesh Ghosa , CMO, Croma - Infiniti Retail Ltd. Ritesh is a student of human behaviour and its manifestation in consumption and shopping habits. A market researcher by training and a marketer by profession, he combines the ability to unearth fresh insights with creative marketing programs.

Over the last 25 years, he has built a track record of launching new brands (Tata Docomo, Minute Maid), re-inventing legacy brands (Photon, Thums Up, Maaza) and adapting global brands to Indian realities (Coke, Fanta, Sprite). A restless soul seeking the thrill of a new challenge, he has worked in 10 organizations across FMCG, Telecom and Retail. His three longest and most remarkable stints have been at Coca Cola India, Tata Docomo and now Croma.

As CMO of Croma, he has piloted the transformation of a brick and mortar giant into India’s first truly omni-channel retailer. Focusing on a digital-first connection with a generation of digital natives seeking to buy their next tech-toy has driven the brand to a 50% growth in outlets, 100% growth in revenue and profitable same store growth over the past five years

 
 
Smita Murarka, Chief Marketing Officer , Duroflex Smita Murarka is the Chief Marketing Officer at Duroflex, India's leading Sleep solutions brand.

With over 17 years of rich experience in Brand building, Business Strategy, E-commerce, Product Management, she was instrumental in building brands like Amante, Lifestyle, Bossini, and many other consumer brands. Smita has been the recipient of the Women Super Achiever Award 2019 (World Woman Leadership) and Star Youth Achiever Award (CMO Asia), a testament to her expertise and success.

She is also a Certified Personal Branding Coach, and took to the added dimension in her career, due to her passion and experience in making people highlight their true potential & present themselves in their best avatar.

Smita is an avid traveler and a foodie, with an interest to understand cultures and consumerism across the globe.


 
 
Sunil Agrawal, Director, Vinod Cookware Carrying forward the legacy of a well-established business is a bit of a healthy obsession for Mr. Sunil Agarwal, the director of Vinod Cookware. A visionary himself, Mr. Sunil Agarwal believes in the power of innovative cookware which brings people together, and by adhering to this principle, he has played a monumental role in taking the cookware empire to newer heights. He became a notable dignitary in the industry after taking over the realms of Vinod Cookware two decades ago. He has also earned numerous accolades for the brand and expanded the company’s expertise from stainless steel to innovative categories of induction cookware and competitive non-stick cookware.

By inculcating his mottos of safety and health in the research and development of Vinod Cookware, Mr. Sunil Agarwal has contributed immensely to the company’s buzzing environment. Under his leadership, Vinod Cookware has transformed enormously in becoming an outstanding brand among its industry peers. One of his success stories being the launch of the Aluminium Sandwich Bottom cookware, which revolutionized the cookware industry. He is responsible for making key decisions regarding the analysis and implementation of effective strategies when it comes to widespread production and domestic-marketing, which in turn gives the brand an impactful push in diversification. Passion-driven and full of ideas, Mr. Sunil Agarwal has also been an active affiliate of Stainless Steel Merchants and numerous industrial bodies. A sports enthusiast himself, Mr. Agarwal also loves to spend time playing his favourite sports - squash and badminton.


 
 
Akila Chandrasekar, Head-Marketing, Organic India Akila Chandrasekar is a recognized name in the marketing and branding field in India. Her work over the last 22 years has spanned across areas of branding, communication, product architecture, new product development and profitability. She has built the brand core and proposition of leading brands in India like Goodknight, Tanishq, Britannia, ScotchBrite, Funfoods and Cremica Biscuits to name a few.

In addition, she has also played a role in building the category management function, including assortment planning and developing brand store proposition for leading retail and lifestyle brands like Tanishq and COLORBAR cosmetics. At Tanishq, she led the product assortment planning for the brand and helped with growing the plain gold jewellery business for the company.

Her interest in understanding the changing social and cultural trends along with the mindset shifts of the consumers, makes her an expert in bridging the role that the brand or the product can play in their lives, through sharp focused positioning like she did for Treat and Funfoods.

In 2014, she worked with SKA consulting to develop brand and product propositions for small and medium players wanting to enter the organized market like Louis Dreyfuss in edible oils and Amira foods in organic rice & pulses.

She has also worked with Publicis to drive the regional affinity for the brand Sunrise in Tamil Nadu and to build a core brand proposition and new product portfolio for the brand Funfoods.

In 2016, Akila joined as a consultant for a trailblazer brand ORGANIC INDIA. Since then, she has helped craft the tag line “Healthy Conscious Living”(2016), renewed the packaging design to reflect the vision and ethos of the brand and build uniformity on the shelf (2017), assisted in introducing a range of new products beyond teas including a detox kit (2018) and personal care products (2019). Dipping into her experience in retail, she played an integral role in setting up of experiential brand stores for the brand. In 2021, she joined as the head of marketing for ORGANIC INDIA.

With a passion for building brands, understanding the consumer needs and a flair for the written medium, Akila has co- authored articles for various print mediums including a UK magazine Catalyst.

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