Case Study: a major retailer achieves a more engaging in-store experience with Capgemini

World’s Largest Retailer - Customer Case Study

The customer, one of the world's largest retailers, faced intense competition from online stores and needed a digital transformation to revitalize its in-store experience. Its challenges included an outdated paper catalog for non-food goods and a fragmented, paper-based loyalty program that lacked robust data collection. The retailer partnered with Capgemini to address these issues and harness technology to gain better customer insights.

Capgemini developed and implemented a comprehensive digital solution, including in-store kiosks with an offline-capable interactive catalog and a new application to modernize the loyalty program and collect valuable customer data. This enabled more personalized marketing and dynamic product showcases. As a result, the retailer created a more engaging in-store experience, saved money on printing and logistics, and gained the rich data needed for targeted campaigns and service improvements. Capgemini consolidated the systems as the sole integrator, ensuring compatibility and setting the stage for future innovation.