Last updated : March 15, 2019 10:28 am
In Store Asia Convention 2019 took off on an insightful note with the key note address delivered by Jamshed Daboo, Managing Director, Trent Hypermarket, and the welcome address by Werner M Dornscheidt, President & CEO, Messe Dusseldorf GmbH.
Sharing his observations on brick and mortar retail, Jamshed Daboo, focused on the need to define and understand customer experience. “Even today although we keep talking about customer experience, it has not become an all pervasive force. Customer experience has to be addressed more comprehensively.”
“Customer experience is the sum total of the various journeys, moments of truths, etc that the customer experiences with products and brands at various touch points,” he added. In this context he said that business excellence was linked to leadership and highlighted the need to go back to fundamental human values as the driving force for business excellence.