Resulticks Roundtable in Mumbai Uncovers the Future of Connected Retail Experiences

May 12, 2025 – Mumbai: As customer expectations continue to evolve, retail brands are faced with the urgent task of crafting seamless, personalized, and privacy-first experiences. At the recent Resulticks Connected Experiences Roundtable held in Mumbai on May 9, leaders from India’s top retail brands gathered to tackle the question: What makes an aspirational customer experience truly connected in 2025?

Spanning verticals like jewelry, grocery, automotive, optical, and paints, the discussion centred on three key pillars—trust, safety, and satisfaction—and how brands can deliver on them while adapting to the younger demographic, fragmented loyalty trends, and increasingly stringent data regulations.

Highlights from the event included:

• Malabar Gold & Diamonds’ integration of digital and physical touchpoints to personalize journeys, with a strong focus on data privacy and regulatory readiness
• Shopper’s Stop’s AI-driven loyalty analysis and heat maps to track in-store behavior
• Group Landmark’s emphasis on trust and Salesforce-driven personalization in auto retail
• Asian Paints’ shift from product-first to service-plus-experience strategies
• Birla Opus’ goals of becoming a digital-first paint giant through quality and complaint resolution
• Kisna’s focus on satisfaction and the use of in-store browsing data to enhance CX

Participants also debated strategies to collect customer data without breaching privacy, explored digital-first engagement tools like AR/VR visualizers and apps, and prepared for the Digital Personal Data Protection Act (DPDP) with platform compliance insights and consent management best practices.

Resulticks, a pioneer in real-time customer engagement and CDP solutions, facilitated the roundtable with the aim of enabling retail businesses to build a 360° connected customer journey—from awareness to retention, across online and offline touchpoints.