Exploring Digital Business Transformation in the Retail Sector: A Deep Dive into Customer Experience, Data, and Sustainability

The retail industry stands at a pivotal crossroads, where evolving consumer expectations, rapid technological advancements, and the imperative for sustainable business practices are reshaping the landscape. As a recognized leader in retail transformation, Publicis Sapient empowers retailers to navigate this dynamic environment by harnessing the power of digital business transformation. Through our SPEED capabilities—Strategy, Product, Experience, Engineering, and Data & AI—we help retailers reimagine their business models, elevate customer experiences, and drive sustainable growth.

Elevating Customer Experience Through Digital Innovation

Today’s consumers demand seamless, personalized, and convenient experiences across every touchpoint. Research shows that nearly half of shoppers are more likely to buy from brands offering easy-to-navigate websites or mobile apps, and 68% will abandon their cart if the checkout process is cumbersome. The integration of digital and physical channels is no longer optional; it is essential for success. Retailers must create unified, omni-channel experiences that allow customers to move effortlessly between online and offline environments.

Publicis Sapient’s approach centers on designing shopper-first digital experiences. By leveraging data and technology, we enable retailers to:

Integrate online and offline journeys: Consumers often research products in-store before purchasing online, or vice versa. A seamless integration of data across web, mobile, storefront, and inventory channels ensures a consistent and personalized experience.
Reimagine store experiences: Physical stores remain vital, but their role is evolving. Digital enhancements—such as virtual try-ons, interactive displays, and real-time inventory visibility—transform stores into experiential hubs that foster deeper brand engagement.
Optimize returns and post-purchase experiences: With the rise of e-commerce comes increased returns. Data-driven insights help retailers anticipate and reduce returns by improving product information, fit recommendations, and customer support, ultimately enhancing satisfaction and loyalty.

Unlocking the Power of Data for Personalization and Growth

Data is the cornerstone of modern retail transformation. Retailers that break down data silos and harness first-party data can deliver hyper-personalized experiences that drive engagement and sales. According to recent studies, 73% of consumers would stop shopping at a retailer after an unpleasant experience, underscoring the importance of using data to anticipate needs and tailor interactions.

Publicis Sapient’s expertise in data modernization and AI enables retailers to:

Monetize data: By connecting data from point-of-sale, digital channels, and customer interactions, retailers can create targeted campaigns, personalized offers, and customer-centric products and services.
Leverage advanced analytics and AI: Artificial intelligence and predictive analytics empower retailers to understand customer preferences, forecast demand, and optimize inventory, marketing, and pricing strategies.
Implement enterprise-ready customer data platforms (CDPs): Modern CDPs allow real-time analysis and activation of insights, enabling retailers to deliver the right message, at the right time, through the right channel.

Our leadership in data transformation has been recognized by HFS Research, which named Publicis Sapient a Market Leader in Data Modernization Services for our customer-centric approach and ability to deliver actionable insights that improve both employee and customer outcomes.

Embedding Sustainability at the Heart of Retail Strategy

Sustainability is no longer a differentiator—it is a business imperative. Consumers are increasingly conscious of the environmental and social impact of their purchases. Surveys reveal that 71% of consumers consider it important to know where products are sourced, and 62% are willing to pay more for environmentally sustainable products. However, they are also wary of greenwashing and demand transparency and authenticity.

Publicis Sapient helps retailers embed sustainability into their core strategies by:

Enhancing supply chain transparency: Leveraging digital tools to provide end-to-end visibility into sourcing, production, and distribution, enabling consumers to make informed choices.
Fostering responsible consumption: Collaborating with consumers to reduce environmental impact, promote recycling and reuse, and build empowered communities united by shared values.
Driving movement-driven engagement: Retailers are evolving from direct-to-consumer to direct-with-consumer models, co-creating solutions with their customers to address societal and environmental challenges.

Recognized Leadership and Proven Impact

Publicis Sapient’s commitment to retail transformation is validated by industry accolades. We have been named a Leader in the IDC MarketScape: Worldwide Professional Services for Retailers, as well as in the IDC MarketScape for Retail Commerce Platform and POS Service Providers. Our SPEED capabilities, deep industry knowledge, and agile, data-driven approach enable us to deliver end-to-end solutions that drive measurable business outcomes for our clients.

Our leadership extends to generative AI and cloud transformation, with recognition from HFS Research for our innovation in GenAI and industry cloud services. By combining cutting-edge technology with strategic vision, we help retailers accelerate time to market, unlock new revenue streams, and future-proof their businesses.

Actionable Strategies for Retail Leaders

To thrive in the next era of retail, leaders should:

Invest in omni-channel and experiential retail: Seamlessly blend digital and physical experiences to meet customers wherever they are.
Modernize data infrastructure: Break down silos, implement advanced analytics, and leverage AI to personalize every interaction.
Prioritize sustainability: Make environmental and social responsibility a core part of your brand promise and operations.
Embrace platform thinking: Build connected ecosystems of products, services, and experiences that create value for customers and drive loyalty.
Foster a culture of innovation: Stay agile, experiment with new technologies like the metaverse and generative AI, and continuously adapt to changing consumer expectations.

Partnering for the Future of Retail

As the retail sector continues to evolve, Publicis Sapient stands ready to help organizations transform challenges into opportunities. Our proven methodologies, recognized expertise, and relentless focus on customer value position us as the partner of choice for retailers seeking to lead in a digital, data-driven, and sustainable future.

Discover how Publicis Sapient can help your retail business unlock its next chapter of growth and innovation.