Built & Scaled Retail Advisory Practice + Omnichannel Strategy — 25+ Tech Solutions Boost CX/EX and Reduce Cost‑to‑Serve

Industry: Retail

Client

Building a Retail Advisory Practice and Driving Omnichannel Enablement

Goal

To lead the technology strategy and innovation for the retail vertical with the purpose of enhancing customer experience (CX), improving employee experience (EX), and driving cost-to-serve efficiencies.

Challenges

  • Highly competitive retail industry
  • Need to optimise technology strategies
  • Improve operational efficiencies through emerging technologies (AI, IoT, omnichannel solutions)

Solution

Built the retail advisory practice from the ground up, driving client engagement and proposal development

Introduced 25+ technology solutions designed to enhance customer experience (CX), employee experience (EX), and cost efficiencies

Enabled omnichannel and unified commerce strategies to support major retail clients

Impact:

Elevated competitiveness in a challenging retail market by enabling advanced omnichannel and unified commerce capabilities

Significantly enhanced customer (CX) and employee experiences (EX), while reducing cost-to-serve through targeted technology adoption

Established a robust and scalable advisory capability, positioning clients to adapt quickly to evolving retail demands and innovations

*Case studies reflect work undertaken by our Heads of AI either during their tenure with Head of AI or in prior roles before they were part of the Head of AI network; they are provided for illustrative purposes only and are based on conversations with our Heads of AI.