Having launched the ‘Next Generation Experience Concept’ in Summer 2017, Airtel and Eight Inc. are celebrating the launch of the 100th Next Gen Store in India this week.
Bharti Airtel, India’s leading telecommunications service provider partnered with Eight Inc. to create a new store design that drives engaging and meaningful conversations with its customers. Airtel Next Gen Stores are part of Project Next, the company’s digital innovation program that aims to transform the customer experience across all of its services and touch points.
The project’s success is built on Eight Inc.’s holistic approach of experience design and the seamless integration of physical space, digital touchpoints and human engagement. The new stores are open, warm and contemporary by design, and come wrapped in digital technologies to make the customer experience highly interactive through the concept of Share, Create, Experience.
“The design truly makes a difference for their customers with the experience built around facilitating better human relationships with Airtel staff and more humanized digital tools to engage with. A holistic experience that creates better human outcomes as a priority, towards better business outcomes for Airtel.” says Eight Inc. Principal Steve Lidbury.
Bharti Airtel manages 500 own retail stores and another 1,500 odd-franchise stores all of which it intends to transform. “These new stores are in line with the obsession to continuously improve the experience for our customers and win them for life with our innovative digital experience.” says Vir Inder Nath, CEO – Retail, Bharti Airtel.
Each newly launched retail store is built on insights generated through extensive studying of customer, behavior, needs, and desires that were applied in the ‘Experience Masterplan’.
”The latest store pilots have set a new benchmark for customer experience in Indian retail, bringing together physical space and digital innovation, all with a human touch, into a connected experience that our 280 million plus customers across India love.” concludes Vir Inder Nath.
Eight Inc. is looking forward to following the process of further Next Gen Store openings.
Photography by Nacasa & Partners