In conversation with Piyush Chowhan, Chief Information Officer, Panda Retail Company, Saudi Arabia | Ep 15

For any Business Transformation Leader to deliver on expectations, it is necessary that the leader is (i). In the transformation (ii)  Has a good team on board, and (iii). Is able to align the pace of transformation to the organisation’s pace. - Excerpt from the interview with Piyush Chowhan. Today is Episode 15 of the Interview series  “Expert-Talks @ MAAVRUS” with Leaders in the Analytics, AI and Transformation space.  For this episode, our CEO Mahadevann Iyerr (Mahaa) is in conversation with Piyush Chowhan, Chief Information Officer, Panda Retail Company, Saudi Arabia.  Prior to Panda Retail, Piyush was the Group CIO  Lulu Group, UAE. He has also held Technology and Transformation leadership roles at Arvind Lifestyle Brands, Walmartlabs and TESCO.  Piysuh speaks frequently at Industry forums about the technology and customer experience advancements in Retail. We are sharing a few key points from the interview :   One key business expectation of an Omni-retailer is its ability to serve customers seamlessly from its stores/warehouses.  So a Single View of Inventory including the systems, processes and controls to ensure near-accurate inventory data across locations, and an optimised last-mile delivery model, are the first and most important steps in the transition to being an Omni-retailer.   The important thing is having a 360 view of the customer. For a great Omni Customer experience, map the customer journey from an overall interaction perspective starting from pre-commerce to post-commerce, and then look at reducing the friction at each handover. One of the biggest challenges today is that most retailers are focused on improving only the commerce part of the experience, which leads to an overall disjointed experience.   Understanding Cultural nuances across geographies is extremely important for a successful transformation project. Depending on the geography, a leader needs to balance the level of prescription and empowerment.  The same proportion will not work across different geographies.   AI and ML programs & projects have to be embedded as part of larger digital transformation initiatives, for businesses to see the impact in terms of business outcomes. That is why ideally Data & analytics should be part of the Chief Digital Officer or Chief Transformation Officer’s organisation so that there is an aligned enterprise transformation journey.   You can watch/listen to the interview on our website, youtube, apple, amazon music and Spotify podcasts on the links below.  Please do share your comments and subscribe/follow us on @maavrus on LinkedIn, facebook and Twitter.   Youtube Video link. https://youtu.be/KeY98y7NylQ

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