Rapid delivery of change in retail with customer experience at the heart.

 

Retail

They say the customer is king: powerful, with high expectations. How can retail businesses continuously optimise the customer experience in the face of significant challenges posed by the era of retail digital transformation? Organisations in the retail sector have been navigating shifting landscapes marked by continuous uncertainty and rapid change for years. These include shifts in customer behaviour and loyalty, inflation, and supply chain challenges, all of which necessitate nimbleness and adaptability.

Despite a fiercely competitive market and multifaceted digital transformation agendas, opportunity and prosperity await those who can innovate and embrace change. Whether your retail challenges revolve around omnichannel expansion, operational efficiency, sustainable business models, integration following a merger or acquisition, new digital technology, or elevating the customer experience, our team at Nine Feet Tall is poised to assist.

Our retail consultants possess a unique blend of expertise, seamlessly weaving the realms of advisory and delivery in the retail sector to cater to our clients and their transformation initiatives. Armed with an intricate understanding of the challenges specific to the sector, we swiftly mobilise expert teams to offer fresh perspectives. We are dedicated to optimising your change portfolio and providing ‘critical friend advice,’ ensuring the delivery of value sooner and with greater certainty.

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How we can help:  

  • Ensure confidence in your change program with a swift evaluation of its health. We will mitigate risks by actively participating in your transformation board and guiding your leaders throughout the process.
  • Assess your project portfolio and prioritize initiatives that truly matter, guaranteeing a quick return on investment.
  • Craft, establish, and execute your digital transformation program, ensuring widespread adoption and the realisation of benefits and desired outcomes. Whether you are investing in a new ERP (Enterprise Resource Planning) system or CRM (Customer Relationship Management), we will ensure its successful implementation.
  • Map and optimise your customer journey to elevate the overall customer experience and extract value from every interaction.
  • Expedite project delivery and revive stagnant projects, ensuring timely completion and success.
  • Develop the capabilities of your team, preparing them to independently execute future change programs.
  • Assist in the establishment or optimisation of your PMO (Project/Program/Portfolio Office), granting you complete control and visibility over your portfolio, program, and projects.
  • Evaluate your operating model to ensure that your organisational design and systems structure align with your vision and strategy, enabling successful execution.

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The amount of challenges were actually quite small, given the scale and complexity of the project - which reinforces the great work that Nine Feet Tall and the team have done during the project and in preparation of the go-live. Well done to you and the team and our partners around us.

Pieter Coetzee DANiS Regional Director UKIE, Danone Nutricia

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Frequently Asked Questions

What are the signs that organisations should consider digital transformation?

The trigger depends on your strategy, vision and objectives for success. For some organisations there may be an imminent need to reduce costs and drive efficiencies or a need to expand teams for innovation. For others your current technology is not meeting the demands of the customer or enabling omnichannel sales. You might be losing out to competitors and need to address CX and service design. Other organisations transform due to a pressing need for cultural change, due to organisational redesign. 

What does successful transformation look like?

We believe that identifying benefits at the start of any programme is an integral part of the design. Scoping the vision should be done early on and metrics should be set up to make sure the outcomes and benefits are measured. At Nine Feet Tall, we design solutions with implementation in mind, so you can have confidence the benefits are realistic and achievable.  

What are the biggest barriers to successful change delivery in retail?

The challenge of embracing change is prevalent in numerous industries. Surprisingly, approximately 75% of businesses face difficulties in implementing transformation programs effectively. This can be attributed to the common mistake of underestimating the profound impact of change and neglecting to establish a robust change management strategy.

However, by having a well-defined purpose and effectively engaging the emotions and support of your workforce, it becomes possible to cultivate a positive organisational culture and greatly enhance the prospects of successful digital adoption.

Why is Digital Transformation in Retail in Demand?

The demand for digital transformation in retail has surged due to the evolving landscape of the industry. Retail businesses are recognising the imperative to embrace digital transformation in order to stay competitive and relevant. The convergence of technology and retail has given rise to new customer expectations and behaviours, pushing retailers to adopt innovative strategies.

Digital transformation in retail involves harnessing the power of technology to enhance customer experiences, streamline operations, and optimize supply chains. As consumer preferences shift towards online shopping and seamless interactions, retailers must adapt by leveraging digital solutions. This demand for digital transformation in the retail sector is driven by the need to remain agile and customer-centric in a rapidly changing digital era.

Why is Digital Transformation Important in the Retail Industry?

The retail landscape is rapidly evolving, making digital transformation in retail a necessity rather than an option. As consumer expectations shift towards seamless online experiences, retailers must embrace digital transformation to stay competitive. This shift involves reimagining traditional business models, optimising processes, and enhancing customer engagement through technology.

With digital transformation, retailers can unlock new avenues for growth, streamline operations, and create personalised experiences that resonate with modern shoppers. By harnessing the power of digital tools and data-driven insights, the retail industry can not only survive but thrive in this dynamic era, catering effectively to the ever-changing demands of the digital-savvy consumer.