EY helps clients create long-term value for all stakeholders. Enabled by data and technology, our services and solutions provide trust through assurance and help clients transform, grow and operate.
At EY, our purpose is building a better working world. The insights and services we provide help to create long-term value for clients, people and society, and to build trust in the capital markets.
From retail strategy to operational execution, we help retailers fortify their businesses, strengthening the readiness, resilience and relevance needed for whatever disruptions that lie ahead.
Retailers have contended with disruption for decades, surviving changing consumers, more data and new entrants to varying degrees of success. But never has there been such dramatic change at such a rapid pace. Retailers can’t wait for things to “settle” or for their paths to clear to galvanize for what’s ahead. Disruption will come daily. Consumer expectations will continue to intensify. Economies will ebb and flow. Supply chains will get more complicated. And new channels and technologies — such as AI, Web3, the metaverse, and the yet to be coined — will continue to emerge, diverge, and redefine the retail landscape.
Retail Industry
Consumer data
Merchandising
Loyalty + Marketing
Commerce + Experience
To thrive in the decades ahead, retailers need to fortify their foundations in the face of ever-changing consumer and market dynamics. We help orchestrate relevant, connected and continuous consumer journeys. We help balance the scales of supply and demand. We understand shopping vs. buying. We have the consumer insights. We are at the cornerstone of creating trust in consumer data and technology. We shape retail strategy and operations. We know the enduring drivers of enterprise value. Through data, merchandising, customer loyalty and experience, we help fortify a new roadmap for sustainable, profitable growth in retail.
To regain control of the rapidly increasing impact of shrink, retailers must diagnose and then remedy each of its sources, extending far beyond shoplifting
Consumer preference for AI, experiences and store brands is declining. Have they lost interest, or are retailers and brands not living up to expectations?
With every passing millisecond, new data about billions of consumers is generated. We help retailers make sense of and derive value from that consumer data. We approach it as a virtuous cycle, where insights from the shopping and buying experience are applied to the business, then back into the experience, again and again. Every insight is germane and relevant to the next, lowering cost to acquire while increasing customer lifetime value. From insight to value, it’s consumer data, fortified.
Zero-party data helps businesses get the information they need to enhance the customer experience while respecting consumers’ privacy rights. Read more.
Retailers are only as successful as their ability to curate, source, stock and deliver what consumers want, when they want it. We help retailers unlock agile merchandising that brings the right products to the right places. From product visibility to inventory agility, it’s merchandising, fortified.
To go beyond transactions, retailers must orchestrate the right conversations, using consumer data and MarTech effectively to show they know consumers. We help power the ongoing connections and personalization needed to increase customer lifetime value. From touch points to trust points, it’s customer loyalty, fortified.
Where consumers interact with a retailer continues to expand. Today it’s stores and digital commerce; tomorrow it could be anywhere. We help retailers rethink commerce strategies and operations, maximizing channel purpose, space and footprint to orchestrate continuous journeys ready for any established or emerging channels. From omnichannel to omniready, it’s experience, fortified.
Creating customized omnichannel experiences to address customer demands and market trends
Employ technology as a differentiator
Create unified commerce platforms
Blend technology and people
Leverage data to enhance customer interactions
▉ The challenge
How to innovate with technology to create personalized customer interactions while maintaining a commitment to convenience and personal connection.
▉ The solution
Understand consumer data to drive a digital transformation that connects the end-to-end customer ecosystem to create a world-class multichannel environment – offering automation and personalization.
▉ The outcome
A unified commerce strategy that supported associates to deliver even greater customer service, enhanced consumer experiences and fulfillment of Wawa’s company purpose.
What a growth-oriented company should do to fuel more growth. ASOS engaged the EY Reshaping Results team to help it identify new opportunities to unlock value in an increasingly competitive marketplace.
▉ The solution
Through a focus on cost and cash EY teams drove value by identifying, quantifying and prioritizing cost and cash opportunities.
▉ The outcome
The work EY teams have done with ASOS has helped the retailer to change the way it thinks and given it the confidence to pursue its ambitions.
How to refocus the performance of a fashion industry icon. Luxury skiwear brand BOGNER brought EY-Parthenon on board to improve profitability and prepare for future growth. Then COVID-19 hit.
▉ The solution
Maintaining a strategic perspective in the midst of complexity. A performance management program swiftly became a major transformation effort when the first wave of the COVID-19 pandemic struck.
▉ The outcome
A relationship based on trust produces outstanding results. In its 90th anniversary year, BOGNER celebrated the success of a performance program that put the company on a secure footing for the future.
EY Digital Commerce helps retailers to create the right experiences in the right channels to maximize customer lifetime value and unlock profitability.
The recent boom in retail media networks is just one example of the convergence taking place across the retail and technology industries. Isaac Krakovsky and Nuno Leal talk about the role of direct-to-consumer, and how retailers and tech players can crack the convergence code leveraging data.
Consumer in practice: Actioning CPG and retail transformation
Our Consumer in practice playbook series offers practical insights and actionable steps to help CPG and retail leaders address a host of top-of-mind issues, navigate disruption and position themselves for both success today and growth tomorrow.