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Narvar’s Anisa Kumar on Technology, Trust and Retail Transformation

At WWD’s annual Apparel & Retail CEO Summit, Anisa Kumar, chief executive officer of Narvar, took the audience through today’s global market shifts and evolving consumer behavior. The consumer journey, she said, is circular, not linear. After more than 20 years of working in retail, Kumar joined Narvar to solve hard problems. Narvar, which focuses on everything post-purchase from shipping and tracking to returns, provides retailers with solutions that are cost-effective and consumer-centric. The intelligent platform has empowered its retail partners to deliver world-class post-purchase experiences that drive revenue, increase customer lifetime value and improve operational efficiencies. Kumar pointed to three key forces at play in today’s market. First, she said, ongoing economic variability with what’s happening in the global economy, inflation and wars “will stay with us for a while” and ultimately shape how retail will need to operate going forward. Second, while these economic factors are at an all-time high, consumer preferences are shifting. Gen Z and Generation Alpha, for example, shop much differently than older generations. Expectations are getting higher for convenience, optionality and digital solutions across multiple channels. Anything that puts friction into the customer journey needs to be eliminated. The third and last factor, she said, is rising

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