Industries

Retail

Optimize your customer experience and operations with a future-proof operating model and deep data assets.

Top Story

2022 Trends for Retailers

In the world of retail, a product alone is no longer good enough. Retailers now must bundle products with great customer experience. In an era of customer-obsessed industry, priorities for 2022 will be to reduce friction, improve the online presence and use data and predictive analytics as a catalyst to grow market share.

Digital Drives E-commerce for Modern Retailers

As trends emerge, evolve and fade, you work hard to win and maintain the loyalty of mercurial buyers. Customer personalization, safety and convenience are top of mind, as is the move to ecommerce and omnichannel buying.

Whether you are designing your ecommerce strategy or addressing supply chain or inventory challenges, lean on ISG’s market-leading data to inform your decision-making. ISG can assess your current state operating model and design and create sourcing strategies to lower your operating costs. We’ll also uncover opportunities for immediate cost optimization and asset monetization to fund customer-facing digital transformation. ISG will work with you to strengthen your internal controls and improve your overall operational performance so you can focus on what is most important – attracting and keeping customers and building your market share.

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Resetting IT Priorities

Recessions have a way of exposing underlying weakness and accelerating organizational changes. In an industry already reeling from disruption, how can you proactively prepare for what’s coming next?

Join ISG’s Sunder Pillai as he outlines how resetting your IT priorities is your first step at Aspire's The Moving Cheese event.

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Featured Insights

ISG Imagine Your Future® Podcast – Episode 33: Dissecting Disruptors in the CPG/Retail Space

How can CPG and Retail companies thrive despite these pressures – and retain loyal customers – in a highly disrupted and competitive market?

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Client Stories

Managing Vendors Around the World to Support Plans for Growth

ISG helps its retail client implement a global vendor management model to standardize processes and hone its business strategy.

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Maturity in Governance Optimizes Sourcing Value

ISG helps a drugstore chain put governance in place to manage a new multi-sourced environment.

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Optimizing Global Effectiveness and Efficiency

ISG worked with a global retailer to identify opportunities to improve costs and productivity within its global infrastructure and applications.

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Consumer Connections

An ISG Webcast Series

Join our experts as they outline the trends shaping the consumer packaged goods, retail and travel and hospitality industries. This monthly webcast can be viewed live or on-demand, and is hosted by ISG's Pratibha Salwan, Sunder Pillai and John Westfield. With their unbiased, practical advice, walk away with actionable insights on a new set of consumer trends.

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ISG Research

ISG is a leader in proprietary research, advisory consulting and executive event services focused on market trends and disruptive technologies.

Get the insight and guidance you need to accelerate growth and create more value.

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Research

Building True Omnichannel Retail Holds Key to Success

While the world is getting back to business-as-usual, there have been some permanent changes in the retail industry due to changed consumer behavior and expectations.

The global pandemic accelerated e-commerce adoption and saw retailers adapt, in a matter of days, to new sales channels such as buy online pickup in store (BOPIS); curbside pickup; lockers; social commerce; voice commerce; and “buy now, pay later.”

It is estimated that, worldwide, e-commerce sales grew by more than 40 percent in 2021, compared with 2019. By the end of 2023, online retail sales are expected to exceed $6 trillion and contribute to about 21 percent of total worldwide retail sales.

Research

Modernizing the Technology Stack Propels Retailers’ Growth

Some of the pandemic-induced consumer behavior changes, such as the upsurge in e-commerce, social commerce, voice commerce, buy-online-pickup-in-store (BOPIS) and buy-online-return-in-store (BORIS), are becoming mainstream, while consumers are returning to brick-and-mortar stores for their usual shopping needs.

Research

Executive Summary: Container Services and Solutions Report

Enterprises today are taking a wide variety of approaches to adopting and integrating containers into their workflows. Most start with the use of a small cluster on a developer’s personal machine, and then graduate to hyperscale cloud container services. Once you decide to implement containers, however, you must make choices. Read our report to make those decision informed on the trends, solutions and providers available on the market.

Research

Contact Center - Customer Experience Services - Global Summary Report

ISG sees several common trends across regions and industries:

Human-Centered AI enables an empathetic service approach.
Voice technology is going to play a significant role in eCommerce.
Rise in personalized Customer Self-Service Solutions.
Using Omnichannel contact center solution to enable agent and customer success.
The shift to a work-from-home model.
Real time insights with contact center analytics.

Read the global summary or check out our regional reports for specifics.

Research

Contact Center & Customer Experience Services Quadrant Report

Learn the market trends and innovative solutions from top service providers, such as remote solutions, enhancing customer engagement and unlocking productivity efficiencies, plus implementing collaboration tools, secure video conferencing and cloud technologies at scale.

Retail

Optimize your customer experience and operations with a future-proof operating model and deep data assets.

2022 Trends for Retailers

Digital Drives E-commerce for Modern Retailers

Resetting IT Priorities

Featured Insights

ISG Imagine Your Future® Podcast – Episode 33: Dissecting Disruptors in the CPG/Retail Space

How to Create a Friction-free In-store Retail Experience

Reimagining Customer Experience: Topmost Priority for Retailers

2022 Trends for Retailers

Why Supply Chain Agility Is Critical Today

Client Stories

Managing Vendors Around the World to Support Plans for Growth

Maturity in Governance Optimizes Sourcing Value

Optimizing Global Effectiveness and Efficiency

TechXchange: Consumer Services 2022

The disruption the past two years brought to the retail industry is here to stay. Now that the world has opened up, consumers are craving opportunities to shop in person, expecting their buying experience to be consistent both online and off.

Consumer Connections

An ISG Webcast Series

ISG Research

Building True Omnichannel Retail Holds Key to Success

Modernizing the Technology Stack Propels Retailers’ Growth

Executive Summary: Container Services and Solutions Report

Contact Center - Customer Experience Services - Global Summary Report

Contact Center & Customer Experience Services Quadrant Report

Meet our team

Jeff Augustin

John Cawyer

Sunder Pillai

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