Inc42 and Adobe’s recently held panel discussion on Experience-Driven Commerce – Accelerating Growth In D2C Businesses, touched many critical areas, such as:
- Efficient ways of creating engaging experiences to attract and retain the customer base
- Developing an omnichannel strategy to expand a brand’s reach
- Personalising the omnichannel world — an effective strategy to build and scale
- A look at the tech giants and their offerings to 10x D2C growth
- Decoding new-age technology and its advancements that are imperative for brands to scale in 2022
Moderated by Nitin Singhal, MD, Digital Experience at Adobe, the discussion saw the participation of Dhruv Bhasin, cofounder of Arata; Gaurav Singh Kushwaha, founder and CEO of Bluestone; Hitesh Dhingra, founder and MD of The Man Company; Kabir Siddiq, founder and CEO of SleepyCat, and Ravi Ramachandran, cofounder and CEO of Nua.
From Discovery To Purchase: How To Create A Seamless Customer Experience
Over the past two years, many D2C brands moved away from the traditional brick-and-mortar format and opted for digitalisation. A shift in consumer behaviour towards online shopping and robust growth of digital payments during the Covid crisis further accelerated India’s ecommerce adoption. Brands now have a laser-sharp focus on personalised and seamless experiences to meet rising customer expectations.
Understandably, customer experience can only improve by analysing the data gathered at every engagement touchpoint. Consumers today crave genuine interactions with brands on multiple devices and across many channels — online, in-store (offline), social media, through brand advocates and more. So, it is imperative to ensure a cohesive and consistent dialogue throughout this journey.
According to a Zendesk report, 94% of consumers say that they will spend more on companies that personalise customer service. Therefore, D2C brands must find the right technology to create a positive customer experience, fuel brand loyalty and drive sales growth.
From the internet of things and augmented reality to artificial intelligence, machine learning and voice assistants to cloud technology and more, listen to this panel discussion to find out how technology plays a crucial role in designing optimum customer experience.