Reimagining the retail enterprise

The retail industry has been the epicenter of innovation for centuries. Emergence of emporia or department stores in the mid-1800s, including Harrods of London, Macy’s of New York and Le Bon Marché of Paris redefined the shopping experience and inspired other industries. Consumer demand for cutting-edge innovations such as virtual, augmented or mixed reality, personal devices, and open source platforms and apps – has reaffirmed retail’s position at the forefront of digitization. But exposure to the brunt of technological disruption brings both challenges and opportunities. The most successful retailers we surveyed are embracing new customer-centric business strategies beyond traditional transformation that we call Digital Reinvention™.

Featured findings

58% of global retail executives said that traditional value chains are becoming fragmented and being replaced due to disruptive technologies - IBM
44% of global retail executives said that boundaries between the retail industry and others are blurring - IBM
58% of global retail executives said that competition from new and unexpected sources is impacting their businesses - IBM

About the authors

Simon Glass

Simon Glass
Global Retail Leader
IBM Institute for Business Value

Karl Haller

Karl Haller
Leader, Global Consumer Industry Center of Competence
IBM Global Business Services

Anthony Marshall

Anthony Marshall
Research Director, IBM Institute for Business Value
IBM Global Business Services

Sashank Rao Yaragudipati

Sashank Rao Yaragudipati
Retail Industry Leader
IBM Global Delivery Centre

Pascal Gaussen

Pascal Gaussen
IBM Industry Academy member
IBM Leader, Asia Pacific Consumer Industry

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Digital reinvention in action

What to do and how to make it happen

Digital reinvention

Digital reinvention

Preparing for a very different tomorrow

Ready to engage with tomorrow’s shopper?

Ready to engage with tomorrow’s shopper?

How retailers can distinguish themselves

IBM 2017 Customer Experience Index (CEI) Study

IBM 2017 Customer Experience Index (CEI) Study

Customer expectations outstrip brands’ capabilities to deliver the optimal shopping experience

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