Retail Digital Transformation

The Challenge

National Retail Group, a 150-store retail chain, was facing existential pressure from digital disruption:

• E-commerce only 8% of total revenue vs. 25% industry average
• Customer data fragmented across 7 different systems
• No unified view of customer across online and offline channels
• Organizational structure not aligned for digital growth

Our Approach

We designed and implemented a Digital Transformation Program that addressed strategy, technology, operations, and organization simultaneously.

Phase 1: Strategic Vision & Roadmap

• Assessed digital maturity across all dimensions
• Developed three-year digital transformation vision
• Prioritized initiatives based on value and feasibility
• Built business case with clear ROI projections

Phase 2: Customer Data Unification

• Designed unified customer data platform architecture
• Developed data governance framework
• Created single customer view across all touchpoints
• Enabled personalization and analytics capabilities

Phase 3: Operating Model Design

• Redesigned organizational structure for omnichannel
• Defined new roles and capabilities required
• Developed talent strategy and training programs
• Established agile ways of working

Phase 4: Implementation Support

• Supported vendor selection and technology implementation
• Guided change management and adoption
• Established performance metrics and dashboards
• Ensured knowledge transfer to internal teams

The Outcome

The transformation delivered breakthrough results:

• 40% increase in e-commerce revenue year-over-year
• 360-degree customer view across all channels
• $12M in additional revenue from personalization
• New operating model enabling agile response to market changes
• Foundation for continued digital innovation

The client is now recognized as a digital leader in their retail segment and continues to build on the transformation foundation.