The PGDM Retail Management Department at Jagan Institute of Management Studies (JIMS), Rohini, organised an insightful Alumni Guest Workshop titled “The Future of Premium Retail: Transforming Customer Experience & Retail Strategies” for the PGDM-RM 2026–2028 batch on 24th October 2026. The workshop was conducted by Mr. Vikrant Gupta, Alumnus, PGDBM (2002–2004), Regional Sales, BMW Group, who shared valuable industry insights into premium retail, luxury consumer behaviour, and customer experience strategies.
The workshop focused on luxury buying behaviour, premium brand positioning, and personalised customer experiences. Mr. Gupta highlighted how factors such as quality, craftsmanship, exclusivity, and long-term value influence luxury purchasing decisions.
A key emphasis was placed on understanding the premium customer journey, from initial store interaction and identifying customer requirements to product recommendations, purchase decisions, and after-sales service. Students also gained insights into the importance of product knowledge, personalised engagement, and professional presentation in building customer loyalty.
Drawing on his industry experience at BMW Group, Mr. Gupta discussed market awareness, business opportunities, negotiation skills, and informed decision-making. The workshop also covered interview preparation, effective communication, confidence, and professional grooming to help students prepare for corporate opportunities.
Overall, the workshop successfully connected classroom learning with real-world premium retail practices, providing students with valuable insights into luxury consumer expectations, customer engagement, and emerging retail strategies.
Key Takeaways
- Luxury Value Proposition: Understanding the role of quality, craftsmanship, exclusivity, and value in premium purchasing decisions.
- Customer Experience: Creating personalised shopping experiences to strengthen customer satisfaction and brand loyalty.
- Customer Journey: Understanding the stages of premium retail interactions, from store visits to after-sales service.
- Retail Business Acumen: Developing market awareness, negotiation, and decision-making skills.
- Professional Readiness: Strengthening communication, confidence, interview preparation, and professional grooming.