The retail shift from traditional stores to digital channels has opened up a much wider canvas for customer interaction, and expectations are now changing faster than ever. Over the past decade, the industry has been reshaped by new technologies, evolving buyer behaviour and a sharper focus on reducing operational friction. This has made digital transformation not just important, but also unavoidable. Retailers are leaning on tools such as internet of thing (IoTs), analytics and automation to tighten operations, personalise experiences and respond in real time. However, these gains come with challenges, from integration hurdles to security concerns and organisational resistance. Dipesh Shah, Chief Technology Officer and Executive Vice President, Havells Center for Research and Innovation, breaks down the digital trends redefining retail, the growing influence of 5G, how companies are adopting these technologies, what stands in their way and where the sector is headed next…
Dipesh Shah, Chief Technology Officer and Executive Vice President, Havells Center for Research and Innovation
How have information and communication technology (ICT) needs in the retail space evolved over the past few years?
Retail has transformed dramatically in India. Consumers now expect every brand touchpoint to feel connected, from discovery and purchase to installation and long-term service. ICT has moved from a support function to being the central nervous system of customer experience. For example, when someone buys a Havells Stealth Smart Fan, they expect to register warranty online, track installation, connect it instantly to the Havells app and monitor usage insights. That is why Havells has developed an end-to-end ecosystem with Havells One App, Havells IoT Cloud and Havells 360 Service to provide a complete experience to customers through one interface. We are just one of the companies that have built their own IoT platform, and do not rely on any international partners as part of our Atmanirbhar effort.
How are you leveraging new-age technologies such as 5G, AI, IoT, cloud and blockchain? What are their noteworthy use cases?
Havells views new-age technologies such as 5G, AI, IoT, cloud and blockchain as meaningful only when they genuinely improve daily life, and this drives its connected solutions. Many products, from smart water heaters to air purifiers, are powered by Havells’ own IoT and cloud ecosystem built and developed in India through in-house research and development (R&D), enabling remote control, real-time notifications, usage reminders, energy dashboards and seamless over-the-air updates. AI further enhances intelligent comfort by helping consumers save electricity and enjoy personalised experiences, with fans and air purifiers optimising modes based on usage patterns and alerts indicating when filters or components need attention. As 5G expands, automation becomes almost instant, making homes more interactive and responsive. Blockchain is in early-stage exploration for applications such as product authenticity and transparent supply chain records. Together, these efforts highlight Havells’ commitment to building world-class solutions from India, for India.
What major challenges have you faced in adopting new-age technologies, and how are you addressing them?
India’s diversity brings challenges ranging from wiring variations to language needs, and this pushes us to innovate harder, whether in dealing with connectivity differences between homes that vary in Wi-Fi strength and router set-ups, addressed through products designed for stability and tested across metros, and Tier 2 and Tier 3 cities; or in supporting first-time smart users by keeping interfaces simple, multilingual and intuitive. Our cloud system is built on strong encryption and security-by-design principles to ensure cybersecurity and privacy, while our on-ground capability building involves continuous training for electricians, retail partners and service engineers across India to enable smooth installation and troubleshooting. Every improvement is backed by our R&D-driven culture, keeping innovation anchored in India’s needs and contributing to the nation’s mission of becoming Atmanirbhar in advanced technology.
What are the main priorities likely to shape your organisation’s digital road map in the next two to three years?
Our digital road map focuses on building a truly unified, intelligent and secure smart ecosystem for Indian homes, starting with the Havells Smart Platform, where interoperability is being expanded across fans, lighting, water heaters, purifiers, air conditioners, switches and wiring devices, all powered through a single app and our in-house cloud infrastructure. Deeper AI integration will help devices learn routines, suggest optimal settings and take simple actions automatically; while strong hybrid cloud-edge architectures developed by our R&D teams will deliver faster processing, better privacy and more reliable automation. Cybersecurity remains a core foundation because a connected future must also be a safe one, and sustainability is strengthened through energy dashboards, usage analytics and eco-modes that help households reduce electricity costs.
Which key digital trends are likely to influence retail in the future?
AI-led personalisation will make homes far more adaptive, with devices adjusting automatically to your lifestyle, while edge computing will shift more processing into appliances such as fans or geysers for better speed and privacy. Voice will become a primary interface as support for Indian languages and accents improves, and 5G-driven real-time automation will enable instant responses through ultra-low latency. Standardisation and interoperability will allow devices across brands to communicate through common standards, and energy management will become a household priority as families depend more on consumption insights and alerts to save electricity. The brands that stand out will be the ones that deliver simplicity, affordability and trust, and Havells’ innovation road map is fully aligned with this future.
