Bridging Offline-Online CX using Omnichannel Product Strategy

Analytics Marketing Strategies

Hosted by Rajarshi Choudhuri

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Bridging Offline to Online Customer Experiences

Apr 21, 2021

In this episode, we speak to Sneha Shitut, product owner at Decathlon India about their omnichannel product strategy and how quickly they were able to roll out the signature, high-touch, offline customer experience onto the online platform, during the peak of the pandemic.
We also discuss the change in buying patterns and preferences and the corresponding response, the role played by the product in creating a seamless online-offline customer experience, user behavioral analysis, and personalized journeys, along with examples from new launches like ‘scan and pay’ and ‘contactless pick up’.

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Narrator and Guests

Sneha Shitut

Product Owner,

Decathlon
Rajarshi Choudhuri

Senior Content Marketing Manager,

MoEngage

Sneha is a Product Manager with 8+ years of experience in product management, digital experience building, and driving e-commerce conversions. Currently working as the Product Owner at Decathlon, Sneha is building unique products and features that are helping people discover sports products through seamless experiences. Sneha has previously worked at different product ownership positions at Tata CLiQ and Flipkart Internet.

Creates and builds insightful content for the B2B/B2C marketing community by the day, moonlights as a pop culture aficionado by the night. Published author with global and national publications like e27, TechInAsia, Yourstory, Tripoto, Huffington Post, and YouthKiAwaaz. Can be found binging on Sci-Fi and High Fantasy when not churning content.

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