Retail

Redefining success: delivering against consumer expectations at speed and scale in the new era of connected commerce.

A dramatic shift in customer behaviors and expectations over the past two years has accelerated trends within the retail industry. As digital and physical channels merge and shoppers expect a connected experience across all touchpoints, retailers must enable a bold omni commerce strategy – underpinned by data, with technology and business processes that support a flexible, agile distribution and fulfillment network – to deliver on promises to today’s customer.

Read our perspective on the Retail industry here.

You can read more about our experience in retail and insights on our global website

Speak to one of our Retail experts

Enhance profitability with end-to-end thinking

To remain profitable in today’s challenging market, retailers must adopt a mindset that protects customer value, is sustainable for employees, and resilient to external shocks.

“As retailers face increased margin pressure from rising costs of talent, transportation, energy and more shifting markets, and price sensitivity among customers, organisations must embrace an insight-driven commerce strategy – one that favors adaptability, and optimisation, to compete and win in the new era of connected commerce and delivery. Balancing experience, speed, and cost of service will be the key to success.”
Lindsey Mazza, Global Retail Lead

Retail trends 2026

5 forces reshaping the retail landscape

Rise of agentic AI

How trust is the key to human-AI collaboration

AI agents for shoppers: Rise of agentic AI in retail experiences

AI agents for shoppers: Creating a new path to purchase through consumer focused agentic AI in retail

Reimagining customer experience: Human-led, AI-powered

Why customer experience is now a driver of growth, trust, and long-term value

From hype to habit: How consumers are embracing AI

AI is no longer a novelty – it’s become a daily companion

AI in action

How gen AI and agentic AI redefine business operations

Retail Media Network strategies: Unlocking high-margin revenue with generative AI

Think back to the early days of social media. Many companies, including retailers, initially overlooked the immense value of their own first-party data.

Burberry X Capgemini Innovation Day Video

The Capgemini team hosted an Innovation Day at Burberry HQ in London, to explore together how innovation can drive the future of Burberry and fuel Burberry’s ambitions as a market disruptor.

Burberry X Capgemini Innovation Day

Together we explored, learned, and experienced how innovation can propel Burberry into the future.

Deepening customer engagement with IKEA retail

Inspired to create a better everyday life for the many people, IKEA Retail (Ingka Group) brings the IKEA brand to millions globally.

FILA transforms into an experience-driven retailer

Leveraging new digital strategies helps the brand re-energise the customer journey.

Capgemini Research Institute

Retail Media Network strategies: Unlocking high-margin revenue with generative AI

Meet our experts

Catherine leads the Retail practice for Capgemini Invent, the innovation, design and transformation arm of the Group. With over 15 years’ experience in retail industry and consulting roles, she leads a team of retail experts who blend deep transformation expertise with their lived experiences working for some of the UK’s best known retail brands. Catherine leads consulting engagements across the end-to-end retail operating model, with particular subject matter expertise and love for store operations and colleague experience. Alongside this, she is passionate about sustainability and helping our retail clients to use data and AI to drive greater transparency and conscious decision making in their operations.