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Optimize operations to create seamless customer experiences

Retailers today are facing unprecedented shifts and challenges. To deliver better, more integrated shopping experiences that meet customer expectations, retailers must optimize their marketing, merchandising and supply chains. Align these areas to streamline the process from concept to customer.

DATA
67%

of customers feel that companies aren’t reacting fast enough to their changing needs.

95%

of C-suite executives believe their customers are changing faster than they can change their businesses.

95%

of executives are accelerating digital transformation to become more relevant.

How marketing, merch and supply chain is changing

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Consumer expectations are continuously evolving

Consumer behavior is changing faster than ever, making it more difficult to build personal connections.

The role of the retail merchant is being reinvented

The role of retail merchant must transform to adapt to the necessary speed and agility required to serve today’s customers.

Costs and supply-chain complexity are increasing

Consumers expect transparency, speed and convenience delivered responsibly. This makes it more challenging for retailers to know how best to get products to customers and requires flexibility and scalability at the local level.

Unexpected events have become the norm

From natural disasters to civil unrest to regulatory uncertainty, retailers are struggling every year with crises that might have once been foreseen as generational challenges. The planning horizon for strategic decisions has shrunk. Now it’s imperative that retailers build agility, flexibility and resilience into their operations.

AI and GenAI are the next frontier

While technology is evolving at an improbable pace, the potential value for AI applications in supply chain is enormous. Retailers are facing pressure to make investments in evolving technology platforms and solutions with unproven ROI. Placing the wrong bets could be costly, but waiting too late to enter the game could be even more expensive.

What you can do

Create meaningful experiences through messages, products and services that reflect a deep understanding of the customer.

Reimagine the role of the retail merchant by using automation to reduce mundane, data-driven tasks and provide predictive AI-enabled insights.

By building a resilient and sustainable supply chain that delivers differentiated products and customer experiences, retailers can better serve customers in a profitable way.

Embed resilience into supply chain operations to minimize the impact of disruptions. Strengthen the operating model by creating playbooks, performing stress tests and using Control Tower technology to monitor and react to supply chain anomalies.

Rather than changing strategic direction every 3-5 years, use a Supply Chain Digital Twin solution to continuously evaluate short-term tactics and long-term investments in facilities, network configuration, segmented product flow and automation.

To support the deployment of future autonomous supply chain capabilities, begin the journey now. Reinvent using process mining tools, partner with IT to build data platforms, evaluate automation options and support the development of use cases.

Our leaders

Brooks Kitchel

Senior Managing Director – Global Retail Strategy Lead

LinkedIn

Nevine El-Warraky

Global Lead, Industry & Customer Growth Strategy

LinkedIn