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Enhancing experiences through technology

Technology has changed the way major CPG firms and retailers do business. But, it’s only when enterprises positively impact a customer and her / his experience that any technology becomes relevant. In order to ensure long-term success and sustainability, organizations have to focus on delivering new, enhanced experiences for people within and beyond the existing ecosystem. Identifying opportunities to add new experiences and renew existing ones will enable firms to see the various ecosystem end points and unleash the creativity of the entire enterprise. Focusing on people – customers, consumers, shoppers, employees – can help provide enhanced experiences and understand how best to leverage the technology that’s available to the organization.

In this article, Prateek Sinha, Associate Partner – Retail, CPG and Logistics, Infosys, shares his insights on delivering better customer experiences by identifying and focusing on five primary areas viz., mobility, customer-centricity, stores, employees and V-SMACiT that have the potential to unleash the creativity of an organization’s most valuable asset – people.

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Published with the permission of CIOReview

Author Profile

Prateek Sinha, Associate Partner – Retail, CPG and Logistics, Infosys

With over 17 years of industry experience, Prateek leads the Infosys Retail, CPG and Logistics practice in North America. He has successfully launched coffee and tea brands, managed a beverages business, and has helped renew leading retail and CPG brands.

You can contact Prateek at prateek_sinha@infosys.com

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