Digital commerce is no longer the exclusive domain of retail. Today, industries as diverse as banking, healthcare, automotive, and energy are embracing unified commerce strategies to meet rising customer expectations for seamless, personalized, and convenient experiences. As digital channels proliferate and customer journeys grow more complex, organizations across sectors are reimagining how they engage, transact, and build loyalty—well beyond the traditional retail model.
The digital revolution, accelerated by the pandemic and evolving consumer behaviors, has fundamentally changed how people interact with brands. Customers now expect the same level of personalization, speed, and convenience from their bank, healthcare provider, or energy supplier as they do from their favorite online retailer. Yet, only 46% of consumers globally are satisfied with their digital commerce experiences, signaling a significant opportunity for non-retail industries to differentiate and lead.
The financial sector is undergoing a profound transformation as digital natives and tech-savvy users demand intuitive, personalized financial experiences. Modern consumers expect more than just online payments—they want interactive tools, real-time insights, and educational resources that empower them to manage their finances proactively. Unified commerce in banking means integrating secure, real-time payments, personalized product recommendations, and seamless onboarding across web, mobile, and even voice channels. The challenge lies in balancing robust security and compliance with frictionless, user-centric design. Institutions that succeed will move beyond transactional relationships to become trusted financial partners.
Healthcare is rapidly evolving to meet the needs of patients who want customized, accessible, and digital-first experiences. With 69% of consumers preferring to manage their health through online self-service tools, providers are integrating telemedicine, online prescription management, and digital appointment scheduling into unified platforms. The opportunity is to deliver personalized care journeys—leveraging patient history, preferences, and health goals—while ensuring privacy and regulatory compliance. Seamless integration across channels not only improves patient satisfaction and loyalty but also enhances operational efficiency and care outcomes.
The automotive industry is experiencing a shift from showroom-centric sales to digital-first journeys. Nearly three-quarters of car buyers now prefer to self-select features and avoid traditional sales interactions. Unified commerce strategies in automotive unify research, configuration, financing, and purchase into a single, personalized digital experience. Dealers and OEMs are leveraging e-commerce platforms to offer dynamic recommendations, virtual showrooms, and even online trade-in and delivery options. The challenge is to maintain the high-touch, consultative aspects of automotive sales while delivering the convenience and transparency digital consumers expect.
The energy sector is embracing digital commerce to support the transition to sustainable, consumer-centric models. As utilities shift toward smart grids and renewable energy, digital platforms are enabling customers to manage home energy production, monitor usage, and optimize EV charging—all from a single interface. Predictive analytics and centralized data help utilities forecast demand, deploy resources efficiently, and engage customers with personalized insights and incentives. The opportunity is to foster deeper relationships and loyalty by empowering consumers with control and transparency, while navigating the complexities of infrastructure modernization and regulatory change.
Unified commerce is not just a retail imperative—it’s a strategic necessity for every industry seeking to thrive in a digital-first world. By integrating emerging channels, data, and technology, organizations can deliver seamless, personalized experiences that build trust, loyalty, and long-term value. At Publicis Sapient, we help clients across sectors design and implement unified commerce strategies that unlock new growth, efficiency, and customer connection—no matter how complex the journey.
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