IDC studied Carrefour’s five-year transformation initiative and its outsized impact on their business.
The case study explores three key shifts in the retail landscape that threatened Carrefour’s market leadership, primarily due to the increasing digital expectations of its customers. It also outlines the challenges to agility, efficiency and consistency created by the grocer’s outdated technologies, which affected both operations and customer experience.
IDC Perspective: Transformation at Carrefour
How did one grocer improve customer satisfaction tenfold in less than a year? IDC covered our transformative partnership and its impact on their brand, business and culture.
In 2017, Carrefour had the vision to create an ambitious turnaround plan with strategic pillars and clear goals. When they came to Publicis Sapient for help with e-commerce, we identified overarching issues and solutions to drive not only a digital presence, but a digitally driven retail business, connected across the enterprise, with the customer in the center.
Together we created and delivered on a road map for success that included standing up an omnichannel online shopping experience (both desktop and mobile app) in just six months.
The report reviews our partnership’s impact on customer satisfaction, online growth and business alignment – which, to date, have exceeded expectations. The Key Learnings include seven transformation success factors — advice for technology buyers based on our engagement.
We’re honored that IDC recognized the impact of our work with Carrefour in their comprehensive case study.
“Digital consultancy Publicis Sapient helped drive Carrefour’s enterprise-wide transformation through a holistic approach of combining business, analytical, creative and technical capabilities driving both customer and business value.”
Douglas Hayward , Research Director, Worldwide Digital Strategy Services, IDC
About Publicis Sapient
Publicis Sapient is a digital transformation partner helping retail businesses such as Walmart, Carrefour and Eileen Fisher get digitally enabled, both in the way they work and the way they serve their customers. As digital pioneers with 20,000 people and 53 offices around the globe, our experience spanning technology, data sciences, consulting and customer obsession enables us to accelerate our clients’ businesses through designing the products and services their customers truly value. Publicis Sapient is the digital business transformation hub of Publicis Groupe.
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