A retail advisory practice, built from the ground up.
25+ tech solutions, one strategy.
A technology strategy built for the retail sector, unifying more than 25 solutions behind three goals: better customer experience, better employee experience, and a lower cost-to-serve.
introduced
not traded off
targeted tech adoption
built and scaled
Client
An engagement to build and lead a retail advisory practice, working with major retail clients on omnichannel enablement and unified commerce.
Goal
Lead the technology strategy and innovation for the retail vertical, with a clear mandate: improve customer experience, improve employee experience, and drive down cost-to-serve.
Retail is competitive, and a scattergun tech strategy doesn’t survive contact with it.
Retail is one of the most competitive sectors technology touches. Customers expect a consistent experience whichever channel they use, staff need tools that actually make their jobs easier, and margins depend on running lean. Retailers were under pressure to move on customer experience, employee experience and cost-to-serve at the same time, not one at a time.
The underlying technology — AI, IoT, omnichannel platforms — already existed. What didn’t exist was a practice that turned it into a coherent offer: a way to engage clients, build proposals, and optimise technology strategy specifically for retail, rather than reinventing the approach with every new account.
Three constraints were non-negotiable:
- Highly competitive retail market
- No dedicated practice to optimise technology strategy
- AI, IoT and omnichannel adoption left to chance
One practice, 25+ solutions, three outcomes.
Built the retail advisory practice from the ground up, covering client engagement and proposal development as well as delivery. Every retail conversation now starts from the same playbook instead of a blank page.
Retail doesn’t need another app. It needs a strategy that makes every app earn its place.
Introduced more than 25 technology solutions, each one mapped to customer experience, employee experience, or cost-to-serve. That gave clients a proven menu to draw from rather than a bespoke build for every engagement.
Enabled omnichannel and unified commerce strategies for major retail clients, tying individual technology choices back to a single strategy rather than leaving them as disconnected point solutions.
CX up, EX up, cost-to-serve down — from one practice.
The result is a retail advisory practice with a track record, not just a pitch: over 25 technology solutions proven against real client engagements, and a repeatable way to lift customer experience, employee experience and cost-to-serve together. Clients are left with a scalable capability that can adapt as retail technology keeps moving.
* 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.
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*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.