Why are some digital transformations not effective?

November 25, 2020 | By RetailME Bureau

‘Data is the new oil/soil’ has been the narrative across all industries for a few years. However, if data isn’t understood and used properly, it’s just wasted numbers. This was the general consensus during the various panel discussions that took place at 9th edition of the Middle East Retail Forum.

“The reason why some digital transformation journeys are not effective is because they haven’t nurtured customer data”, said Piyush Kumar Chowhan Group CIO of Lulu International Group.

From supply chain to integrated mega distribution to touchless mobile checkout, the processes have already started getting progressively digitized. All this digitization brings with it immense amounts of data that need to utilized optimally.

According to Chowhan, currently retailers and store managers are blind towards the personalities of their customers. “There are customers walking into a store and retailer and store managers have no idea about them. Now people do everything post facto. You throw in options to the customers and then tweak the suggestions according to their feedback”, he said.

This is where customer engagement platforms will play an important role. “If you know what the customer needs before-hand, that’s when the magic will happen. That’s how data becomes the new soil”, he added.

According to him, if you have quality customer data then the need to analyse lost sales would never arise. The key will be nurturing all the processes and monitoring the customer experience journey in order to improve services.







Previous Article Next Article


UAE-based Etisalat Group has signed an agreement with elGrocer, a leading online 

Continue Reading

November 18, 2021 | By RetailME Bureau

Amazon.ae announced that the 11.11 sale is back once again this year 

Continue Reading

November 8, 2021 | By RetailME Bureau

Abu Dhabi Cooperative Society’s COOP City store is now open in Lake 

Continue Reading

November 3, 2021 | By RetailME Bureau

Union Coop, a consumer cooperative in the UAE, revealed that 78% of 

Continue Reading

August 24, 2021 | By Jibran Chouguley

Union Coop has opened its 23rd branch within the UAE in Jumeirah 

Continue Reading

August 2, 2021 | By Jibran Chouguley

Nando’s has revealed their revamped Sheikh Zayed Road outlet where newcomers and 

Continue Reading

July 8, 2021 | By Jibran Chouguley

UAE-based Al Maya Group announced that it will be boosting import of 

Continue Reading

June 24, 2021 | By RetailME Bureau

UAE-based grocery retail chain, Grandiose has opened its first hypermarket in Abu 

Continue Reading

June 2, 2021 | By RetailME Bureau

UAE-based Carrefour announced its theme and plans for Ramadan 2021. The brand 

Continue Reading

March 31, 2021 | By RetailME Bureau

Locally owned supermarket Spinneys celebrates 60 years of doing business in the 

Continue Reading

March 9, 2021 | By RetailME Bureau
Almarai, Carrefour, Emirates have the most loyal customers

UAE-based Carrefour will become the first retailer in the region to offer new levels 

Continue Reading

February 22, 2021 | By RetailME Bureau

The Organic Farmers’ Market is back in Bay Avenue for its 12th 

Continue Reading

February 17, 2021 | By RetailME Bureau

Download Images RetailME Magazine