With consumer patterns changing rapidly, it is imperative that organisations chart out a digital strategy within the next one year to stay relevant, according to Kishor Chitale, CEO of Capgemini Local Business Services.
“The speed at which digital is changing, even two to three years seems long. Something has to happen now…Customers will go to whoever is serving their needs. So, it is key for an organisation to come up with a digital strategy within the next year,” Chitale told PTI here today.
“They have to execute some low hanging fruits aligned to the strategy, and transform the organisation in the next three years at least. 2020 should be a goal post,” he added.
The rapid increase in mobile penetration along with the government’s commitment to Digital India as well as infrastructure upgradation for roads and telecom and skill development are the key factors that will help an organisation leapfrog the value chain, he pointed out.
“India has specific complexities in the supply chain which cannot be compared with Europe or US. We struggle with infrastructural constraints and have challenges that are unique to the country that need to be addressed,” he said.
He added that the global knowledge has to be fine-tuned to local needs, and Capgemini is looking to work with larger platforms like Retailers’ Association as well as big organisations to circumvent these problems.
Pointing out that the retail industry has gone through a bad phase over the last decade or so, he said that smarter retailers have already evolved in making their companies ready for the next wave.
Consumer experience, operational excellence, transparency, and last mile distribution are going to be the driving forces to add value, he said.
“Companies have to cope with a multi-channel experience and address these three areas in a more holistic rather than transactional manner,” he said.
“If companies focus on the consumer and align all processes and technology with the ecosystem, and meet consumers needs, they will be able to survive,” he added.