Regional Deep Dive: Omnichannel Retail Transformation in APAC and EMEA
In today’s global retail landscape, omnichannel transformation is not just a North American trend—it is a strategic imperative for retailers across Asia-Pacific (APAC) and Europe, Middle East, and Africa (EMEA). As consumer expectations rise and technology evolves, leading retailers in these regions are reimagining how digital and physical experiences converge to drive growth, loyalty, and operational excellence. At Publicis Sapient, our work with top brands in APAC and EMEA demonstrates that while the principles of omnichannel success are universal, their application must be tailored to local market realities.
Navigating Regional Complexity: Challenges and Opportunities
Retailers in APAC and EMEA face a unique set of challenges shaped by fragmented technology landscapes, diverse consumer behaviors, regulatory requirements, and supply chain volatility. In APAC, rapid urbanization, mobile-first consumers, and a proliferation of digital marketplaces create both scale and complexity. EMEA, on the other hand, is characterized by mature retail markets, strong local brands, and a growing demand for sustainable, personalized experiences. Across both regions, the need for real-time inventory visibility, flexible fulfillment, and seamless customer journeys is paramount—but the path to achieving these goals varies widely.
Case Study: Omnichannel Fulfillment for a Global Jewelry Brand in APAC
A global jewelry brand with a presence in over 100 countries faced a critical challenge: delivering a consistent, high-quality experience for shoppers across APAC, regardless of channel. Manual processes, limited inventory reconciliation, and outdated customer service tools were impeding growth and customer satisfaction. Publicis Sapient partnered with the brand to modernize its order management system (OMS), migrating operations to a cloud-based platform and rolling out new capabilities in Australia and New Zealand as a first step.
Key innovations included:
- Real-time inventory visibility across channels, enabling accurate product availability and reducing friction in the shopping journey.
- Enhanced fulfillment options such as Click-and-Collect and Store Fulfillment, supported by optimized logistics and strong partnerships with delivery providers.
- Improved post-purchase support through streamlined return and refund processes, elevating the overall customer experience.
The results were immediate: greater operational efficiency, improved inventory accuracy, and the ability to scale omnichannel services to new markets. This transformation demonstrates how tailored technology solutions and local market understanding can unlock new levels of customer satisfaction and business agility in APAC.
Case Study: Carrefour’s Digital Acceleration in France
In EMEA, Carrefour—a leading hypermarket chain—faced declining foot traffic in traditional stores and fierce competition from both local and international digital players. The retailer’s digital assets were fragmented, mirroring organizational silos and limiting the impact of change. Publicis Sapient partnered with Carrefour to unify its digital vision, break down silos, and accelerate e-commerce growth.
Transformation highlights:
- A cohesive digital strategy that aligned all online assets and supported Carrefour’s food transition and sustainability goals.
- Agile, cross-functional teams that could deliver enhancements rapidly, with major releases occurring weekly and no downtime.
- Customer-centric, evidence-based iteration as the new norm, enabling the business to swiftly react to shopper feedback and market trends.
Within a year, Carrefour saw a 1.5x increase in conversion rates, record-high customer satisfaction, and a dramatic acceleration in the pace of digital innovation. This case highlights the importance of organizational agility and unified digital platforms in driving omnichannel success in EMEA.
Building Blocks of Omnichannel Success in APAC and EMEA
Across both regions, several foundational elements underpin successful omnichannel transformation:
- Inventory Visibility: Real-time, enterprise-wide inventory management is essential for seamless fulfillment and customer satisfaction. Retailers must break down data silos and integrate inventory across stores, warehouses, and digital channels.
- Flexible Fulfillment: Services like Click-and-Collect, BOPIS (Buy Online, Pick Up In Store), and ship-from-store are now table stakes. Optimizing logistics and leveraging local delivery partners are critical for meeting regional expectations.
- Personalization and Loyalty: Integrated loyalty programs and data-driven personalization foster deeper relationships and drive repeat business. In APAC, mobile-first loyalty and social commerce are particularly influential, while EMEA consumers value sustainability and transparency.
- Agile Technology Platforms: Cloud-native, microservices-based architectures enable rapid innovation, scalability, and resilience—vital for responding to market shifts and consumer demands.
- Process and Organizational Transformation: Streamlined operations, automation, and empowered teams allow retailers to deliver new experiences faster and more efficiently.
Actionable Insights for Retailers in APAC and EMEA
- Assess and Integrate Your Technology Landscape: Identify and address fragmentation in your digital and physical systems. Invest in platforms that enable real-time data sharing and unified customer experiences.
- Prioritize Inventory and Fulfillment Optimization: Implement solutions that provide end-to-end visibility and flexible fulfillment options, tailored to local market needs.
- Embrace Agile Ways of Working: Break down organizational silos and empower cross-functional teams to deliver rapid, customer-centric innovation.
- Leverage Data for Personalization and Loyalty: Use advanced analytics and AI to understand customer preferences, optimize promotions, and build lasting relationships.
- Adapt to Local Consumer Behaviors: Recognize and respond to regional differences in shopping habits, payment preferences, and cultural expectations.
Why Publicis Sapient?
With a proven track record of delivering measurable results for leading retailers in APAC, EMEA, and beyond, Publicis Sapient is uniquely positioned to help brands modernize, innovate, and lead. Our SPEED methodology—Strategy, Product, Experience, Engineering, and Data & AI—ensures that every transformation is holistic, outcome-driven, and tailored to the realities of each market. We combine deep regional expertise with global best practices, helping retailers unify digital and physical channels, modernize supply chains, leverage data and AI, and foster a culture of continuous innovation.
Ready to transform your retail business for the digital era? Connect with Publicis Sapient’s experts to discover how we can help you unlock the next chapter of growth and innovation in APAC, EMEA, and around the world.