In this episode, Kalyan Chakraborty shared at #CIOHorizon on how GRT Jewellers is approaching digital transformation with a strong focus on customer experience, journey mapping, and thoughtful adoption of generative AI. He discussed why retail organizations must first understand every customer touchpoint before choosing technology, and how hyper-personalisation powered by AI can transform both in-store and digital shopping experiences.
Key Takeaways:
🔹 Taking a measured, customer-first approach to generative AI adoption in retail
🔹 Mapping the entire customer journey before implementing new technologies
🔹 Enhancing engagement through CRM, cloud and hybrid technology platforms
🔹 Using AI for hyper-personalisation across stores, websites, and digital channels
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