Omnichannel Retail Strategy Drives ~$460M Revenue and Tech Leadership

Context

A multinational information and communications technology equipment and services company sought to deepen its presence in the retail vertical by addressing three critical objectives: improving customer experience (CX), enhancing employee experience (EX), and lowering cost-to-serve across complex retail operations. The retail sector being served included large-format stores, specialty chains, and omnichannel grocers operating in highly competitive markets where customer expectations for seamless experiences and rapid fulfillment had dramatically risen. The engagement focused on helping retail clients optimize their technology strategies and improve operational efficiencies while positioning the company as a trusted advisor and technology enabler for omnichannel and unified commerce transformations.

Challenges

Retailers faced fierce competition from pure-play digital entrants and large omnichannel competitors, driving urgency to modernize systems and processes without disrupting ongoing operations. Common challenges included fragmented legacy systems, siloed inventory and order management, inconsistent customer journeys across channels, and inefficient labor and fulfillment models that eroded margins. Internally, retailers struggled to align technology investments with measurable CX and EX outcomes, and many lacked a coherent roadmap for unified commerce—combining in-store, online, mobile and fulfillment into a single, optimized experience. The company’s ambition to build an advisory-led practice required proving value quickly through measurable client wins while developing repeatable offerings that scaled across accounts.

Implementation

To address these challenges, the company built a retail advisory practice from scratch, assembling multidisciplinary teams that combined retail strategy, technology architecture, implementation services, and change management. Leadership drove the practice end-to-end: developing go-to-market propositions, leading client engagements, authoring proposals, and orchestrating delivery with partner ecosystems. A core focus was enabling omnichannel and unified commerce strategies for major retail clients—creating integrated roadmaps that linked customer-facing channels, store operations, inventory visibility, order orchestration and fulfillment options.

Over the course of the program, the practice introduced more than 25 technology solutions spanning cloud migration and API-led integration, modern point-of-sale and mobile checkout, unified order management systems, real-time inventory visibility, e-commerce platform modernization, personalized customer engagement engines, AI-driven merchandising and demand forecasting, workforce management and scheduling tools, in-store robotics and automated picking, pay-at-door and seamless payments, and returns management. Each solution was packaged into modular offerings so retailers could pilot specific capabilities and scale them across regions.

Client engagements emphasized rapid value realization: small, fast pilots to validate customer and employee experience improvements, supported by measurable KPIs and change programs to embed new operating models. The advisory teams also helped clients rework processes—optimizing fulfillment orchestration, reducing touchpoints in the customer journey, and restructuring labor deployment to improve EX and reduce cost-to-serve. Strategic partnerships with cloud providers and specialist vendors accelerated deployments and enabled data-driven decision making via consolidated retail analytics.

Results

The initiative delivered robust commercial and market outcomes. Collectively, the retail advisory practice and its implementations resulted in approximately $460M in revenue for the company, driven by a mix of consulting engagements, solution integration projects, recurring managed services, and platform-led transformation work. Beyond revenue, the engagements strengthened the company’s position as a technology leader in omnichannel enablement for retail clients, creating a recognizable portfolio of proven solutions and referenceable case work across major retailers.

Clients reported meaningful improvements in customer experience—smoother omnichannel journeys, faster checkout and fulfillment options, and more personalized interactions—and in employee experience through simplified store tools and optimized schedules. Operationally, retailers achieved measurable efficiency gains by consolidating systems, automating fulfillment steps, and reallocating labor to higher-value tasks, contributing to better cost-to-serve economics. The advisory practice established scalable offerings and repeatable delivery patterns that continue to drive new business, enabling the company to act as a strategic partner for retailers navigating the next wave of omnichannel competition.