Beyond Retail: Digital Commerce Transformation in Non-Retail Industries
Digital commerce is no longer the exclusive domain of retail. Today, industries as diverse as healthcare, banking, energy, agriculture, and travel are embracing digital commerce to drive growth, enhance customer engagement, and streamline operations. As expectations for seamless, personalized digital experiences rise across all sectors, organizations that move quickly to adopt and optimize digital commerce solutions are poised to lead in their markets. Publicis Sapient stands at the forefront of this transformation, helping clients across industries unlock new value through innovative, people-first commerce strategies.
The Expanding Digital Commerce Opportunity
The digital revolution, accelerated by the pandemic and evolving customer expectations, has fundamentally changed how people interact with brands and services. Consumers now expect the same level of convenience, personalization, and transparency from their bank, healthcare provider, or energy supplier as they do from their favorite online retailer. Yet, research shows that only 46% of consumers globally are satisfied with their digital commerce experiences, highlighting a significant opportunity for organizations outside of retail to differentiate themselves and capture new growth.
Industry Spotlights: Challenges, Opportunities, and Success Stories
Healthcare: Personalization and Accessibility
Healthcare is undergoing a major digital transformation. Patients increasingly demand customized experiences based on their health history, demographics, and personal goals. Digital commerce solutions—such as telemedicine, online prescription management, and medical equipment shopping—are making healthcare more accessible and engaging. For example, providers leveraging seamless platform integration can offer personalized medicine, self-service tools, and virtual consultations, improving patient satisfaction and loyalty while streamlining operations.
Banking and Financial Services: Empowering the Digital Consumer
Traditional banking is being reshaped by the rise of digital natives and tech-savvy users. Consumers now prioritize intuitive interfaces and simplified tasks, with 76% seeking user-friendly digital banking experiences. Digital commerce enables financial institutions to go beyond payments, offering interactive tools for real-time payments, personalized financial products, and educational resources. By adopting these solutions, banks can empower customers to better manage their finances and foster deeper engagement across generations.
Energy and Utilities: Building a Sustainable, Customer-Centric Future
The energy sector is rapidly evolving, with a focus on sustainability and smart solutions. Digital commerce platforms are helping utilities manage the transition to renewable energy, optimize grid management, and provide consumers with tools to monitor and control their energy usage. Predictive analytics and centralized data platforms enable utilities to forecast demand, deploy smart grids, and engage customers with innovative offerings—such as home energy management and EV charging solutions—driving both operational efficiency and customer retention.
Agriculture: Connecting Producers and Consumers
Agriculture faces mounting pressures from climate change, resource scarcity, and supply chain volatility. Digital commerce is helping forward-thinking farmers and agribusinesses unlock new direct-to-consumer channels, improve profit margins, and build stronger connections with consumers seeking traceability and transparency. Online marketplaces and e-commerce platforms provide access to essential supplies, educational resources, and real-time data, while also enabling consumers to learn about production practices and nutrition. Industry leaders are already leveraging digital platforms to streamline order management, access food safety data, and enhance supply chain resilience.
Travel and Hospitality: Personalization and Seamless Experiences
Travelers today expect hyper-personalized experiences, seamless digital interactions, and eco-conscious options. Digital commerce platforms are enabling travel and hospitality brands to offer tailored recommendations, contactless payments, and real-time feedback mechanisms. By integrating digital commerce with loyalty programs and sustainability initiatives, brands can increase lifetime value and loyalty, while also providing travelers with greater control and transparency over their journeys.
Publicis Sapient’s Approach: People-First, Data-Driven Commerce
At Publicis Sapient, we believe that successful digital commerce transformation is rooted in a people-first approach. Our solutions are designed to:
- Enhance customer engagement through personalized, seamless experiences across all channels.
- Drive operational efficiency by integrating data, automating processes, and optimizing supply chains.
- Enable rapid innovation with modular, API-first architectures and agile delivery models.
- Unlock new revenue streams by connecting producers, consumers, and partners in dynamic digital ecosystems.
Our expertise spans strategy, design, technology, and data, allowing us to deliver end-to-end solutions tailored to the unique needs of each industry. Whether it’s helping a healthcare provider launch a new telemedicine platform, enabling a bank to deliver real-time financial products, or supporting an energy company’s transition to smart grids, we bring a proven track record of driving measurable outcomes.
Real-World Impact: Cross-Industry Success
- Agriculture: A leading agribusiness implemented an e-commerce platform that streamlined order management, provided instant access to food safety and product data, and improved customer self-service, resulting in greater efficiency and stronger customer relationships.
- Banking: Financial institutions adopting digital commerce tools have empowered customers with real-time payments, personalized product recommendations, and interactive financial education, increasing engagement and satisfaction.
- Energy: Utilities leveraging predictive analytics and centralized data platforms have optimized energy distribution, improved demand forecasting, and delivered innovative consumer-facing solutions for home energy management.
- Travel: Travel brands using mature digital commerce platforms have delivered hyper-personalized recommendations, seamless booking experiences, and eco-friendly options, driving loyalty and revenue growth.
The Path Forward: Unlocking Value Beyond Retail
Digital commerce is transforming every industry, not just retail. Organizations that embrace this shift—by prioritizing customer experience, leveraging data-driven insights, and adopting agile, scalable technology—will be best positioned to capture new growth and build lasting relationships. Publicis Sapient is your partner in this journey, offering the expertise, frameworks, and accelerators needed to deliver rapid, sustainable transformation across sectors.
Ready to unlock the potential of digital commerce in your industry? Connect with Publicis Sapient to discover how we can help you drive growth, improve engagement, and streamline operations—beyond retail.