INDIAN JOURNAL OF SCIENCE AND TECHNOLOGY RESEARCH ARTICLE OPEN ACCESS Received: 01.01.2021 Accepted: 23.02.2021 Published: 01.03.2021 Citation: Purohit S, Jain AK (2021) Leveraging IOT and AI for delivering tailor-made customer experiences in Indian petro retailing. Indian Journal of Science and Technology 14(7): 604-609. https://doi.org/ 10.17485/IJST/v14i7.3 * Corresponding author. Tel: 9717094396 purohits13@gmail.com Funding: None Competing Interests: None Copyright: © 2021 Purohit & Jain. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Published By Indian Society for Education and Environment (iSee) ISSN Print: 0974-6846 Electronic: 0974-5645 Leveraging IOT and AI for delivering tailor-made customer experiences in Indian petro retailing Santanu Purohit 1* , Arvind Kumar Jain 1 1 School of Business, University of Petroleum & Energy Studies, Dehradun, India. Tel.: 9717094396 Abstract Objectives: To explore the applicability and impact of deploying an IOT & AI solution (CCTV-based solution) on customer experience at a fuel retail outlet. Method: CCTV-based IOT & AI solution is used for capturing customer details, ensuring safety and service protocol implementation. A technology- led approach toward ensuring service delivery, enhanced customer experience and their satisfaction. The experiment was conducted at one of the fuel stations in the city of Mumbai and studied for the period of Aug- Oct 2020. The analysis is carried out on the data gathered during the period. Findings: Our research has shown the utility of a CCTV-based solution for identification, capturing & accessing customer movement & behavior on the fuel station forecourt. It is also found effective for capturing safe practices which intern gives a sense of safety thus leading to customer satisfaction. Thus, research showed that IOT implementation can yield significant benefits towards customer identification, increase in operational efficiency and customer acquisition, retention & satisfaction thus leading to enhanced customer experience and increased sales. Novelty : The study is the first of its kind towards the application of CCTV-based solutions on customer experience in Indian Petro Retailing. Keywords: IOT; Indian fuel retail; IOT in oil & gas; new technology adoption; customer experience; customer identification 1 Introduction Consumer Buying Behavior, which involves the decision processes and acts of people involved in buying and using products, has gained importance in the last few decades. Indian fuel retail market has experienced the evolution of the concept of fuel retail from a commodity to a service-based product over the last two decades. Te earliest models of Fuel Retail involved simple fuel sales. However, over a period of time, and due to competitive market scenario, fuel retail companies started providing various additional services like Free Air for Vehicle, Tyres, Car Wash, Quick Car Check-up and Service, Convenience Stores, Quick Serve Restaurants, Kids Zone, Clean toilets. Recently, there have been a lot of direct marketing initiatives to attract and retain the customers viz; Loyalty Programs, Cash Back, Free Gifs, Promotions & Schemes (1) . Customer buying https://www.indjst.org/ 604