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Improving customer loyalty through in-store mobility

Self-service implementations in a retail environment have mainly consisted of kiosk stations or self-service check-out stands. With over half of all e-retail traffic coming via smartphones and tablets, the mobile commerce industry is at the cusp of exponential growth. This provides a great opportunity for retailers to exploit and combine e-commerce, social media, and native mobility such as location-based services into a powerful, omni-engaged customer channel. Retailers have understood the need to have mobile apps, but only one in ten currently offers in-store features in their mobile applications.

In this article, Ambeshwar Nath, Associate Vice President – Client Services, Retail, CPG and Logistics, Infosys, shares his views about how, with emerging retail channels and competition, today's retailers need to find new ways of inspiring customer loyalty as customer satisfaction is simply not enough.


Published with the permission of Retailer Magazine
(First appeared in Retailer Magazine)

Author Profiles

Ambeshwar Nath Ambeshwar Nath Associate Vice President – Client Services, Retail, CPG and Logistics, Infosys

Ambeshwar (Amby) is Associate Vice President and Group Client partner at Infosys. He has over 17 years of experience with a specialization in retail, CPG and logistics. He also has in-depth experience of sales and client relationship management in IT consulting and services industry. Currently, Amby partners with CXOs to define IT strategies and helps execute transformational and outsourcing programs. He has an MBA in business strategy and a Bachelor’s in computer engineering.

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