Digital marketplaces have long been synonymous with retail and consumer technology, but their transformative power is now reshaping industries far beyond traditional commerce. Sectors such as energy, travel, healthcare, and B2B services are rapidly adopting marketplace models to unlock new revenue streams, deepen customer engagement, and drive operational efficiency. As organizations in these industries look to digital commerce for growth, they face unique challenges—and opportunities—that demand tailored strategies and proven expertise.
The digital revolution, accelerated by shifting customer expectations and the need for resilience, has redefined how value and convenience are delivered. While retail set the pace for digital commerce innovation, non-retail sectors are now leveraging marketplace models to:
However, these industries must navigate complexities that go well beyond those faced by retailers. Regulatory requirements, multifaceted customer journeys, and the need to integrate with legacy systems all demand a sector-specific approach to digital marketplace strategy.
British Gas, a leading UK energy provider, faced mounting pressure from digital-native competitors and regulatory changes. The imperative was to simplify service booking, payments, and account management for millions of customers. By launching a new mobile app, British Gas introduced agile development and addressed over 200 customer pain points. The result: a fully functioning MVP in just 82 days, with 64% of the customer base downloading the app, 55% of interactions now digital, and a 15% reduction in call volume. This transformation empowered British Gas to iterate and innovate at speed, improving customer satisfaction and operational efficiency.
The travel and hospitality sector is evolving rapidly, 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. This approach has driven a 100%+ year-over-year increase in bookings, demonstrating the power of digital marketplaces to capture new customer segments and drive growth.
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. The launch of Spark, a centralized digital platform connecting over 170 operating companies, created a modular, omnichannel architecture that supports collaboration, knowledge exchange, and seamless customer journeys. 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.
To successfully leverage digital marketplaces, organizations in energy, travel, healthcare, and B2B services should consider the following strategies:
With decades of experience delivering digital business transformation across industries, Publicis Sapient is uniquely positioned to help organizations move beyond traditional commerce models. Our cross-functional teams bring together business strategy, customer experience, data, and engineering to deliver:
Ready to unlock the next wave of growth through digital marketplaces? Connect with Publicis Sapient to discover how a tailored marketplace strategy can transform your business—no matter your industry.