The Future-Ready Franchise Model

Q1. Could you start by giving us a brief overview of your professional background, particularly focusing on your expertise in the industry?

With 22+ years of rich experience in the service and retail industry in leadership roles with the Blue-Chip companies and start-ups, my core competencies combine business operations with new business development, which at present strongly complement each other, combining the understanding of B2B and B2C consumers along with on-ground operational challenges and business requirements with real-world use cases.
I have had the opportunity to lead market-entry strategies in Tier 2 and Tier 3 cities, develop franchisee support systems, and implement scalable growth models.
With expertise in understanding consumer behaviour in emerging markets, building high-performing teams, and driving sustainable profitability, I have led multi-channel business operations across industries.

Q2. How has customer relationship management evolved with the rise of digital engagement, memberships, and loyalty programs?

Customer relationship management has undergone a significant transformation with the advent of digital engagement, membership ecosystems, and modern loyalty programs.
From being transactional, it’s become more relationship driven.
Digital interactions, such as app usage, chatbots, website behaviour, and social media, have contributed to real-time consumer behaviour.
Loyalty programs have led to continuous customer engagement…