Digitalization of the shopping experience in stationary retail

A leading retailer planned to optimize the shopping experience through digital technologies. The aim was to offer customers worldwide a consistent and innovative user experience - regardless of location.

Existing IT systems and cross-channel measures were not consistently coordinated. There was no central platform for content management, customer experience and touchpoint management. Different processes and technology islands led to a fragmented overall experience.

DI Experts accompanied the strategy development and supported the development of a scalable omnichannel approach. In agile project phases, customer journeys were analysed, processes harmonized and a technical roadmap created. During implementation, the focus was on efficiency, automation and a stable operating platform for digital touchpoints in brick-and-mortar stores.

More than 250 stores in over 100 cities have been digitized. Over 100 digital touchpoints have been introduced in flagship stores. A central platform now enables cross-channel control of content and processes. Standardization has led to significantly improved scalability and lower operating costs.