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Retail

Meeting the needs of a consumer at the crossroads

Retailers are operating in a landscape of continuous change. To serve modern consumers at a time of unprecedented disruption, organizations need to take a transformative approach, identifying new ways to radically reduce costs, enable all-channel growth, and connect with purpose.

In an era characterized by multi-faceted disruption, retailers must contend with a multitude of issues that are accelerating and amplifying existing trendlines regarding consumer behavior and preferences. Channel convergence, market evolution, and supply chain complexity require retailers to embrace a bold unified commerce strategy that is underpinned by data, analytics and AI, and enabled by flexible and adaptive business processes to meet the needs and preferences of today’s customer. In this environment, winners won’t view disruption as a force to overcome, but as a reason to innovate.  

Connected commerce

Redefining success in the new era of connected commerce

“Disruption and opportunity are two sides of the same coin. For retailers, harnessing the power of data, analytics, and AI to enable an insights-driven commerce strategy is the key to surviving and thriving in our new reality.”

Lindsey Mazza, Global Retail Lead

Top Retail Trends in 2023

With Lindsey Mazza, Global Retail Lead at Capgemini

    Subway drives digital transformation to deliver a better brand experience

    Iconic global brand selects Capgemini as its strategic digital-transformation partner

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    Product digital twins bridge the digital and physical for L’Oréal

    In collaboration with Capgemini, L’Oréal implements the Google Cloud to establish a system whereby products are labeled with scannable QR codes that connect to digital twins describing ingredients, potential applications, and step-by-step guides for use

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    Entering the metaverse with Tommy Hilfiger Brazil

    Working with Capgemini, Tommy Hilfiger takes luxury fashion to the metaverse for its national sales convention and upcoming designs

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    HEMA creates exceptional simplicity for customer service

    HEMA wanted to offer a distinctive customer experience by becoming more customer-centric and focusing on loyalty. Working with Capgemini, HEMA implemented the Salesforce Service Cloud and Social Studio, which enabled customer service agents to gain a comprehensive, 360-degree view of shoppers

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    FILA transforms into an experience-driven retailer

    Leveraging new digital strategies helps the brand re-energize the customer journey with a seamless, API-led architecture

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        Connected commerce in retail, consumer products and services

        Digital channels remain the fastest-growing global channel for consumer products companies, outpacing others by a rate of three or more.

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        Smart retail planner

        A holistic approach to address some of the complex challenges retailers face today.

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        Cornershop, the store of the future

        The live store in London where customer engagement and retail are brought to life.

        See for yourself

          More client stories from across the Group

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          Buffalo Wild Wings: Re-inventing the urban neighborhood sports and entertainment experience

          Winning guests in the urban market, creating comfort, convenience and genuine vibes that stem from neighborhood connections.

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          Nike Foundation / Girl effect – 100 million girls

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          Designing a frictionless future for Dunkin’ Donuts customers

          Research and insights

          Report

          What matters to today’s consumer: 2024 consumer behavior tracker for the consumer product and retail industries
          Point of view

          Three predictors of success in an era of unprecedented disruption
          Report

          Retail holiday trends
          Capgemini Research Institute

          Supply chain in consumer products and retail
          Report

          The wake-up call: Consumer products and retail organizations should brace future disruption with a resilient supply chain
          Point of view

          Competing in the age of customer-centric grocery
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          Meet our experts

          Tim Bridges

          Global Head of Consumer Products & Retail
          Tim Bridges leads Capgemini’s Global Sectors and the Consumer Products, Retail, Distribution (CPRD) global sector practice, a portfolio that includes major global retail, fashion, restaurant, consumer products, transportation, and distribution brands such as McDonald’s, Coca-Cola, Meijer, Office Depot, Domino’s, and Unilever.

          Lindsey Mazza

          Global Retail Lead, Capgemini
          Lindsey is Capgemini’s Global Retail Lead. She is a retail thought leader and subject matter expert who specializes in shopper-centric, unified-channel commerce and innovation. With nearly 20 years’ experience in retail transformation, Lindsey has served some of the world’s largest retailers in analytics-enabled integrated planning and execution, from consumer demand to receipt.

          John Waymire

          Expert in Enterprise Application Delivery, Retail, SAP transformations, Wholesale
          I always strive to deliver the most impactful global business solutions to achieve the greatest value for service providers and customers.

          Steve Hewett

          Head of Customer Transformation, frog, Capgemini Invent UK
          Steve specializes in the digital transformation of ‘retailing’ – he is leading our offer development for how generative AI will impact the e2e CX of our clients and their customers – from how it will help to set new customer experience strategies & develop new propositions to how it will transform digital marketing, omni- commerce, store experience & operations, customer service, and CRM & Loyalty.

          Mayank Sharma

          Vice President
          Mayank is a Supply Chain Leader with expertise in driving supply chain transformations through use of digital solutions across planning, procurement, logistics, fulfilment, and sustainability. He has worked across Consulting, Operations and Technology giving him a well-rounded approach to identifying business transformation requirements and re-inventing supply chain operating models through performance-led technology transformations. At Capgemini, he is responsible for leading & growing Capgemini’s Supply Chain Practice for Consumer Goods, Retail and Distribution. Mayank brings unique experience of leading transformations as a consultant at Big 4 and at Amazon.com of leveraging digital solutions within e-commerce supply chain to drive end-to-end supply chain improvement.

          Owen McCabe

          Vice President, Digital Commerce – Global Consumer Goods & Retail, Capgemini
          Owen is Capgemini’s Global VP for eCommerce. He previously led the Digital Commerce Practice at Kantar and held senior marketing and sales roles at both Procter & Gamble and Nestle. He has domain expertise in eCommerce, digital marketing, brand marketing, route-to-market strategy, and category management. Owen’s passion for digital commerce came about after a private equity assignment in an online travel business.

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