Tips for Omnichannel Success.Enhanced CX

Representatives of leading D2C businesses on factors that enhance customer experience and loyalty

The evolution of customer journeys and expectations has brought omnichannel retail strategies to the forefront, highlighting the importance of seamless integration of various sales channels to enhance customer experience (CX).

During a recent panel discussion titled Impact of Omnichannel Unified Retail on Enhancing Customer Journeys' at the India D2C Summit 2024 by IMAGES Group, industry leaders gave valuable insights into their approaches to omnichannel and the transformative impact these have had on CX for their businesses.

Omnichannel Foray

Arpit Upadhyay, AVP & Business Head - D2C, The Man Company noted that with the rise in internet penetration and digital payment methods, the brand expanded its reach to diverse markets, including smaller cities. He explained how a strategy of testing markets digitally before expanding into physical retail helped the company optimise its offline experience. "By utilising performance advertising to gauge potential, we opened physical stores strategically, tailored visual merchandising, and crafted exclusive offers to strengthen the online-to offline transition," Upadhyay added. This integrated approach allowed for a seamless CX blending digital insights with personalised in-store interactions.