Capgemini named a Leader in the 2022 ISG Provider Lens Retail Services report

Omnichannel retail is the new normal. US consumers want faster product discovery, smooth channel transitions, better loyalty programs, faster checkout, and increased payment options. American retailers are responding to a massive shift toward online shopping by integrating different sales and marketing systems for a seamless customer experience.

ISG’s latest ranking in Retail Services has placed Capgemini as a Leader in three critical areas: CX Transformation Services, Managed Services, and Platform Migration Services. Leaders have a comprehensive product and service offering, a strong market presence, and established competitive position.

The report found new retail sales channels became essential to profit and growth. Consumers embraced social commerce, voice commerce, and new delivery and in-store pickup options. It also covered other trends including the expanding scope of managed services, consolidation of enterprises’ managed services contracts, and growing investment in intelligent supply chains.

Sustainability is also gaining importance, as consumers are more focused on health and sustainable products that are better for the planet. Retailers want strategic partners that understand how to realize sustainability in business operations and educate consumers.

CX Transformation Services

Capgemini has been recognized by ISG as an CX Transformation leader

Consumer behavior has been altered permanently. CX transformation services include the vision, strategy, and service offerings such as unified commerce, in-store transformation, store operations, back-end operations, hyper-personalization, and omnichannel PoS.

Capgemini was recognized for its deep domain knowledge and strong consulting capabilities in CX transformation.

The data and analytics focus in the retail sector means there is a catalog of use cases across three domains: CX, e-commerce, and supply chain. ISG also noted Capgemini’s ability to leverage advanced technologies such as AI, IoT, mobile, and cloud to help retailers build a smart supply chain focused on the customer.

The Capgemini Consumer Experience Center (CEC) and Agile Store framework were also highlighted as strengths.

“Capgemini has deep domain knowledge and strong consulting capabilities for CX transformation.“

Prateek Samtani
Senior Lead Analyst – Retail & Consumer Goods
ISG, Inc.

Platform Migration Services

Capgemini has been recognized by ISG as a Platform Migration Services leader

Retailers are increasingly adopting cloud to modernize and become more agile, scalable, and future-proof. Service providers need to offer legacy transformation built on strategic assessment and best-of-breed solutions.

Capgemini was recognized for its cloud-first strategy and extensive partner ecosystem that help retailers with transformation.

ISG cited strong expertise in migration services and existing partnerships with hyperscalers and platform vendors which provide as-a-Service solutions to help retailers modernize their entire landscape, with a focus on sustainability. In addition, the Capgemini Cloud Platform (CCP) and accelerators such as Application Portfolio Management (eAPM) speed the move to cloud-native development.

“Capgemini’s cloud-first strategy and extensive partner ecosystem help retailers in transformation.“

Prateek Samtani
Senior Lead Analyst – Retail & Consumer Goods
ISG, Inc.

Managed Services

Capgemini has been recognized by ISG as a Managed Services leader

Retailers are getting more comfortable in executing strategic partnerships with managed services providers and, in the pandemic aftermath, they often want to reduce technical debt and embrace modernization for agility and scalability.

Capgemini was recognized for its expertise in application management, driving business excellence for top retailers. The focus on supply chain was also noted. Capgemini has created a dedicated managed service offering to facilitate frictionless supply-chain interactions so clients can focus on growth.

End-to-end managed services were also a strength with an expansive offering including IT operations, business transformation, change management, and focused sustainability services.

Also highlighted were differentiated accelerators and tools, zero-touch AIOps, and flexible pricing models.

“Capgemini has expertise in application management driving business excellence for top retailers.“

Prateek Samtani
Senior Lead Analyst – Retail & Consumer Goods
ISG, Inc.