Industry Cloud Transformation in Retail: Unlocking Value with Data & AI

Retail is undergoing a profound transformation. The convergence of shifting consumer expectations, omnichannel commerce, supply chain volatility, and an ever-evolving regulatory landscape is forcing retailers to rethink how they operate and compete. At the heart of this transformation is the need to harness data and AI, enabled by cloud-native technologies and industry-specific platforms, to deliver seamless customer experiences, drive operational agility, and unlock new sources of value.

Publicis Sapient stands at the forefront of this change, helping leading retailers reimagine their businesses for the digital era. Our approach combines deep industry expertise, advisory-led transformation, and a proven track record of delivering measurable outcomes—most notably in our work with global retail leaders like Carrefour.

Retailers today face a unique set of challenges:

• Customer Data Integration: Siloed data across channels and systems impedes the ability to create a unified, 360-degree view of the customer. This limits personalization, loyalty, and the ability to act on real-time insights.
• Omnichannel Experience: Shoppers expect frictionless journeys across digital and physical touchpoints. Delivering this requires integrated platforms, real-time inventory visibility, and consistent engagement.
• Supply Chain Agility: Disruptions, demand volatility, and the need for rapid fulfillment demand a more responsive, data-driven supply chain.
• Regulatory Compliance: Increasing scrutiny around data privacy, consent, and ethical AI use requires robust governance and transparency.

Cloud transformation is the foundation for addressing these challenges. It enables retailers to break down data silos, scale AI-driven innovation, and build the agility needed to thrive in a dynamic market.

Publicis Sapient’s industry cloud strategy is built on three pillars:

1. Advisory-Led Transformation: We start by aligning technology investments with business objectives, focusing on value creation, new business models, and ecosystem collaboration. Our advisory approach ensures that cloud adoption is not just a technology upgrade, but a catalyst for end-to-end business transformation.
2. Cloud-Native, Industry-Specific Platforms: We leverage cloud-native architectures and industry-tailored solutions to accelerate time-to-value. Our platforms are designed to support the unique needs of retail—integrating customer data, enabling omnichannel commerce, and supporting supply chain optimization.
3. Data and AI at the Core: We help retailers unlock the full potential of their data, applying AI and machine learning to personalize experiences, optimize operations, and drive continuous innovation. Our expertise spans customer data platforms, advanced analytics, and AI-powered automation.

Carrefour, one of the world’s largest retailers, partnered with Publicis Sapient to drive a radical, enterprise-wide transformation of its ecommerce and omnichannel operations. Facing declining market share, fragmented technology, and rising customer expectations, Carrefour needed a step change.

Key outcomes of the transformation included:

• Creation of a unified, cloud-based ecommerce platform and mobile app, delivering a seamless “One Carrefour” experience.
• Integration of customer data across channels, enabling personalized offers and improved loyalty programs.
• Modernization of supply chain and order management systems, increasing fulfillment speed and accuracy.
• Adoption of agile ways of working, breaking down silos between business and IT, and fostering a culture of innovation.
• Significant improvements in customer satisfaction (NPS), ecommerce growth, and operational efficiency.

Carrefour’s journey exemplifies how cloud, data, and AI—when combined with strong leadership and a clear vision—can deliver measurable business impact in retail.

Drawing on our experience with leading retailers, Publicis Sapient recommends the following best practices:

• Align Cloud Strategy with Business Outcomes: Define clear objectives—whether it’s cost efficiency, customer experience, or new revenue streams—and sequence cloud initiatives accordingly.
• Break Down Data Silos: Invest in customer data platforms and integration architectures that enable a unified view of the customer and real-time insights across the value chain.
• Prioritize Cloud Governance and FinOps: Establish robust governance frameworks to manage costs, compliance, and operational risk. Balance technical and business needs in your approach.
• Embrace Agile, Cross-Functional Teams: Foster collaboration between business, IT, and data teams to accelerate innovation and ensure solutions are fit for purpose.
• Leverage Ecosystem Partnerships: Work with technology partners, hyperscalers, and industry specialists to access best-in-class capabilities and accelerate time-to-value.

AI is rapidly becoming the engine of retail transformation. Key applications include:

• Personalized Customer Experience: AI-driven analytics enable retailers to deliver hyper-personalized offers, recommendations, and content across channels, increasing loyalty and conversion.
• Supply Chain Optimization: Predictive analytics and machine learning improve demand forecasting, inventory management, and fulfillment, reducing costs and improving service levels.
• Intelligent Automation: AI-powered chatbots, virtual agents, and process automation enhance customer service and streamline operations.
• Regulatory Compliance: AI and data governance tools help retailers manage consent, privacy, and ethical use of data, building trust with customers and regulators.

The true promise of industry cloud transformation in retail goes beyond cost savings. By integrating data and AI into every facet of the business, retailers can:

• Increase Customer Loyalty: Delivering relevant, contextual experiences builds deeper relationships and drives repeat business.
• Drive Operational Efficiency: Automation and real-time insights reduce waste, improve productivity, and enable faster decision-making.
• Create New Revenue Streams: Data-driven innovation opens opportunities for new products, services, and business models—such as retail media, marketplaces, and ecosystem partnerships.

Publicis Sapient is recognized as a leader in cloud professional services and industry cloud transformation. Our strengths include:

• End-to-End Engineering and Technology Capabilities: From strategy to implementation, we deliver at scale.
• Business Impact and Outcome-Led Approach: We focus on measurable results, not just technology deployment.
• Ecosystem Partnerships: We work with all major cloud providers and technology partners to deliver best-in-class solutions.
• Proven Track Record: Our work with Carrefour and other global retailers demonstrates our ability to drive complex, high-impact transformations.

Retailers that embrace industry cloud, data, and AI are poised to lead in the next era of commerce. Publicis Sapient is your partner for this journey—helping you unlock value, build resilience, and create the experiences your customers demand.

Contact us to learn how we can help you accelerate your retail transformation.

Relevant Links

• IDC MarketScape 2024: Comprehensive Assessment of Worldwide Cloud Professional Services Vendors
• Publicis Sapient : Accélérer la transformation digitale des entreprises européennes grâce à l’approche SPEED (Europe)
• Préparer l’Entreprise Européenne à la Transformation Digitale : La Philosophie SPEED de Publicis Sapient (Europe)
• Transformación Digital en América Latina: El Rol de la Filosofía SPEED para Ejecutivos Empresariales (LATAM)
• IDC MarketScape 2024: Comprehensive Assessment of Worldwide Cloud Professional Services Vendors
• Transformación Digital en América Latina: El Rol de la Filosofía SPEED en la Nueva Era Empresarial (LATAM)
• The Role of Employee Experience in Cloud-Driven Digital Transformation
• Publicis Sapient: Liderando la Transformación Digital Empresarial en América Latina con la Filosofía SPEED (LATAM)