PUBLISHED DATE: 2026-09-21 22:34:12

How One Gaming Retailer Leveled Up Its Omnichannel Gaming Ecosystem | Publicis Sapient

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Gaming Retailer Grows Revenue 800% with New Digital Ecosystem

How an omnichannel ecosystem created new ways to engage gamers.

Summary

New digital services expanded the retailer beyond traditional game sales.
800 % increase in YoY revenue
31 + increase in NPS score from mobile site redesign
35 + product releases in ~2 month span

hero-customer-story-gaming

Client Top Gaming Retailer

Industry Retail

Topic Experience & Commerce

In this customer story

Intro
The Problem
The Solution
The Impact

Intro

This gaming retailer had built its business around brick-and-mortar stores, but its ambitions now stretched beyond them. As gaming moved increasingly online, the company needed to become a bigger part of how customers shop, play and engage with gaming across digital channels.

Publicis Sapient worked with the retailer to rethink what its digital business could offer customers. Rather than treat web, mobile and stores as separate parts of the business, the work created a broader role for digital across the brand.

That gave the retailer a foundation for reaching gamers in more moments and building stronger relationships with the community it had served for years.

The Problem

Our client needed to reimagine their business to capture a new generation of gamers that demand connected experiences, convenient services, and different ways to buy, sell and play the games they love.

To compete in a landscape now dominated by streaming platforms and social gaming, the company needed to expand into new categories, with products and services that provide value at every stage of a more complex customer journey.

The Solution

With an eye on the customer, we worked with our client to implement and/or outline a strategy to enable an omnichannel ecosystem meant to captivate the modern gamer and differentiate the brand in the market.

Features include:

A peer-to-peer member marketplace, where gamers can purchase and trade titles at competitive prices
An all-access member community, with social events and exclusive content
An eSports platform for heightened competitive gaming experiences
Enhanced web and mobile experiences and elevated purchase/delivery options
A cloud PC hub, streamlining gaming and eliminating reliance on hardware

The Impact

Releasing a suite of new services and an entire new ecosystem doesn't come without operational excellence. We were able to help our client realize their digital potential by shifting the organization towards customer-focused product development, with the years of expertise needed to upskill internal teams and enable the retailer to embrace ongoing transformation at scale.

Meet our author

Sudip Mazumder

Senior Vice President