Industry Deep Dive: Journey Reinvention for Grocery and Specialty Retailers

In today’s rapidly evolving retail landscape, grocery and specialty retailers face a unique set of challenges and opportunities. The convergence of digital and physical channels, rising consumer expectations for seamless omnichannel experiences, and the imperative to modernize supply chains and personalize every interaction are reshaping the sector. Publicis Sapient’s Journey (Re)invention approach is purpose-built to help grocery and specialty retailers not only keep pace but lead the way in this transformation.

Grocery and specialty retail are at a crossroads. Shoppers now expect to move effortlessly between online and in-store experiences, with real-time inventory visibility, flexible fulfillment options like BOPIS (Buy Online, Pick Up In Store), and personalized offers that reflect their preferences and behaviors. At the same time, retailers must contend with supply chain disruptions, the need for operational efficiency, and the pressure to deliver differentiated value in a crowded marketplace.

Recent consumer research underscores these shifts:

• 76% of consumers report discrepancies between online and in-store stock availability.
• 80% struggle to find products in-store after researching them online.
• 67% use mobile devices in-store to check reviews, compare prices, and verify stock.
• 63% expect AI-powered recommendations to improve their shopping experience.

These statistics highlight the urgent need for integrated, data-driven, and customer-centric strategies that unify every touchpoint and anticipate shopper needs.

Publicis Sapient’s Journey (Re)invention is a mature, service design–led methodology that transforms both customer and employee journeys. It closes the gap between what customers expect and what retailers can deliver by answering two critical questions:

1. What is the ideal customer experience?
2. What is the simplest, most effective way to deliver that value proposition?

Our approach is built on four foundational pillars:

• Deep Human Insight: We co-create with customers and employees, using research to uncover unmet needs and pain points that drive future strategy and operating models.
• North Star Vision: We define a bold, tangible vision for the ideal future state, illustrating the radical transformation of both customer and employee value propositions.
• Frontstage-to-Backstage Transformation: We reengineer not just the customer interface, but also the underlying processes, policies, technology, and data that enable seamless experiences.
• Agile Delivery: We deliver transformation through a mixed backlog of initiatives—spanning software and business change—prioritized by value and executed by agile journey teams.

This holistic process ensures that every aspect of the retail journey, from supply chain to store operations to digital touchpoints, is optimized for both efficiency and delight.

Grocery and specialty retailers must deliver frictionless transitions between digital and physical channels. This means real-time inventory data, unified customer profiles, and consistent experiences whether a shopper is browsing online, using a mobile app, or visiting a store. Publicis Sapient’s solutions enable:

• Connected store experiences that integrate digital tools for wayfinding, product discovery, and checkout.
• Omnichannel fulfillment options such as BOPIS, curbside pickup, and home delivery, all powered by up-to-the-minute inventory and order management systems.

A digitally enabled supply chain is essential for meeting today’s customer demands. We help retailers:

• Implement AI-powered robotics and algorithmic retailing to optimize inventory, restocking, and fulfillment.
• Leverage control tower solutions for end-to-end visibility and agility, ensuring the right products are in the right place at the right time.
• Drive sustainability and transparency, meeting consumer expectations for ethical sourcing and eco-friendly logistics.

Personalization is no longer a nice-to-have—it’s a competitive necessity. Our approach harnesses the power of unified customer data platforms (CDPs) and AI to:

• Deliver real-time, contextually relevant offers and recommendations across all channels.
• Build loyalty programs that go beyond transactions, fostering emotional connections and rewarding engagement.
• Respect privacy and build trust through transparent data practices and consent management.

Publicis Sapient’s Journey (Re)invention has driven measurable results for leading grocery and specialty retailers:

• A top global retailer partnered with us to scale their online grocery platform internationally, optimize supply chain operations, and integrate digital channels into in-store experiences. The result: $1B annual revenue from general merchandising, $500M from international grocery e-commerce, and a 35% improvement in order picking rates.
• Apparel business transformation: For the same retailer, we reimagined the apparel business with a new e-commerce platform, integrated loyalty programs, and a refreshed brand strategy—quickly elevating the loyalty program to one of the top five in the organization.

These examples demonstrate how journey reinvention can unlock new revenue streams, improve operational efficiency, and build lasting customer loyalty.

What customers consider best-in-class today will be outdated tomorrow. That’s why our approach is designed for continuous reinvention—delivering transformation in as little as 6 to 12 weeks and enabling ongoing adaptation as shopper expectations evolve. By unifying data, modernizing technology, and reimagining every journey, grocery and specialty retailers can stay relevant, resilient, and ready for what’s next.

Ready to reinvent your retail journeys? Publicis Sapient’s deep industry expertise, proven frameworks, and relentless focus on customer outcomes make us the ideal partner for your transformation. Let’s connect and shape the future of grocery and specialty retail together.

Relevant Links

• Journey Reinvention Solution for Retail
• Journey Reinvention Solution for Retail
• The Data-Driven Retailer: Unlocking Intelligent Customer Experiences with AI and Advanced Analytics
• Reinventando la Experiencia del Cliente en el Retail Latinoamericano: Un Camino para el Crecimiento Sostenible (LATAM)
• Réinventer l’Expérience Client dans le Retail Européen : Un Impératif pour la Croissance Durable (Europe)