TECH BUYER Jun 2020 - IDC Perspective - Doc # US46499120

Business Transformation at Carrefour

By: Douglas HaywardResearch Director, Worldwide Digital Strategy and Agency Services


This IDC Perspective discusses business transformation at Carrefour.

By early 2017, France-based retail giant Carrefour needed a major change. The company had failed to evolve its offerings and its operating model in the wake of major shifts in customer behavior and in the competitive landscape. A new CEO, Alexandre Bompard, arrived in midyear and began creating the retailer's "Carrefour 2022" transformation strategy. Carrefour brought in digital consultancy Publicis Sapient with a charter to help drive a major enterprisewide transformation of the group's ecommerce operations. Two years later, the group has a transformed ecommerce engine, a more joined-up approach to using IT to support the business, and a revitalized work culture. The results so far are encouraging, and the group is sticking to its Carrefour 2022 strategy targets. This IDC Perspective includes some of Carrefour's key learnings from this major transformation.

"Enterprisewide business transformation is a major challenge, and one that's usually best done with a strong consulting and implementation partner," said Douglas Hayward, research director for Digital Strategy Consulting and Digital Agency Services at IDC. "Transformation usually forces organizations to change their strategy, their technology, and their processes, and maybe even their business model. But they often also need to change their work culture and their approach to the end customer. That's a journey that is usually best taken with a trusted strategic partner."



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