DUBAI — Amit Yadav, Head of Marketing, 2XL Furniture & Home Décor, participated Tuesday in an insightful tech talk roundtable discussion joining top executives from some of the leading local and international companies at the Middle East Retail Forum (MRF) in Dubai.

Speaking about ‘Reinventing retail in the blended consumption era’ from the perspective of a successful Emirati brand, Amit said “at 2XL we are doing our best to take advantage of the latest technology advancements for operational efficiency, better business conversion, gaining new customers and ensuring seamless, immersive brand experience for shoppers. We believe technology is a two-way process and needs to have a conversation engaging customers to offer a personalized experience that makes their lives easier, simpler and more convenient.”

With rapid advancements in consumer technology and multi-channel shopping experiences, data is becoming increasingly crucial. Amit stated, “Shopper insights are critical for our performance as are other statistics. By focusing on understanding in greater detail about the changing needs and desires of our consumers and delivering what they really value, we have significantly boosted customer loyalty and customer retention rates at 2XL.”

Digital transformation continues to reshape shopping and customer experiences. Elaborating on how 2XL Furniture & Home Décor is preparing for the advancements in technology, Amit stressed, “The only constant in retail technology is change. Omnichannel experiences offering seamless and consistent experiences across all channels from e-commerce to social media continue to be big. Consumers are heavily influenced by what they see on social media. We are also eager to take advantage of developments in Augmented Reality (AR), machine learning and artificial intelligence (AI) as they are here to stay.”

For 2XL the human touch is as important as technology. Amit said, “Whether on the front lines or behind the scenes, it takes specialized staff operating with technology — to delight customers with the right products and services. At 2XL we differentiate ourselves from our competitors through customer service optimization at every touch point. The human element is central to customer interactions. Our ultimate goal is to build a strong and lasting ‘relationship’ with our customers through continuous improvement in service and quality excellence.”

The Middle East Retail Forum is an independent retail knowledge platform in the region. It is a unique gathering of leading retailers discussing key issues facing the retail fraternity and exchanging best practices.