Digital commerce is no longer the exclusive domain of retail. As digital transformation accelerates across industries, sectors such as energy, travel, hospitality, and B2B services are redefining how value, convenience, and innovation are delivered through digital channels. At Publicis Sapient, we help organizations in these sectors harness the power of digital commerce to unlock new revenue streams, deepen customer relationships, and future-proof their business models.
While retail has long set the pace for digital commerce innovation, non-retail industries face a distinct set of challenges and opportunities. Energy providers, travel and hospitality leaders, and B2B service organizations must navigate complex regulatory environments, multifaceted customer journeys, and rising expectations for seamless, personalized experiences. Success in these sectors requires a tailored approach to channel strategy—one that goes beyond transactions to deliver lasting value.
Our proven methodology for digital commerce channel strategy is designed to deliver measurable impact in any sector:
British Gas, a trusted UK energy provider, faced mounting pressure from digital-native competitors and regulatory changes. The imperative was clear: simplify service booking, payments, and account management for millions of customers. Publicis Sapient partnered with British Gas to launch a new mobile app, introducing agile development and addressing over 200 customer pain points. The result? In just 82 days, a fully functioning MVP was delivered. The app now enables customers to monitor energy usage, pay bills, switch tariffs, book appointments, and manage rewards—all from their mobile device. Adoption has been remarkable, with 64% of the customer base downloading the app, 55% of interactions now digital, and a 15% reduction in call volume. This transformation not only improved customer satisfaction but also empowered British Gas to iterate and innovate at speed.
The travel and hospitality sector is rapidly evolving, with guests demanding more personalized, seamless experiences. Marriott responded by building a cloud-native, microservices-based marketplace platform, curating over 100,000 properties and leveraging guest data and machine learning to deliver tailored recommendations. The platform’s agility allows for continuous deployment of new features, supporting surges in demand and enhancing global reach. Similarly, Carnival Corporation unified multiple brands onto a single e-commerce platform, streamlining the booking process and enabling faster rollout of new guest experiences. This approach not only increased direct bookings—Carnival’s most cost-effective channel—but also delivered economies of scale and deeper customer insights across brands.
B2B commerce is undergoing a revolution as buyers expect B2C-like experiences—personalized, efficient, and omnichannel. Sonepar, a global leader in electrical distribution, sought to put digital at the heart of its operations. Publicis Sapient helped launch Spark, a centralized digital platform connecting over 170 operating companies. The modular, omnichannel architecture supports collaboration, knowledge exchange, and seamless customer journeys, regardless of touchpoint. The result: 100% frictionless omnichannel experiences, rapid MVP delivery in nine months, and scalable innovation powered by a digital factory of over 200 employees working in agile sprints.
Success in digital commerce beyond retail requires more than technology—it demands a deep understanding of industry context, customer expectations, and regulatory realities. Publicis Sapient’s cross-functional teams bring together business strategy, customer experience, data, and engineering to deliver:
With decades of experience delivering digital business transformation across industries, Publicis Sapient is uniquely positioned to help organizations move beyond traditional commerce models. Our agile, data-driven approach, deep sector expertise, and end-to-end capabilities—from strategy to execution—enable us to deliver meaningful, measurable impact for clients in energy, travel, B2B services, and beyond.
Ready to unlock the next wave of growth through digital commerce? Connect with Publicis Sapient to discover how a tailored channel strategy can transform your business—no matter your industry.