Denise Gamo-Halaguena

At a time when consumers are demanding greater flexibility, customization, and responsiveness, many retailers lack the tech foundation to 

meet these expectations. The answer is a comprehensive overhaul of the tech architecture and operating model.

A robust tech foundation can give retailers the capabilities to boost performance across the board, but to date, most organizations haven’t 

made sufficient progress and are missing opportunities as a result. Only a few retailers have built true omnichannel offerings, harnessed data 

at scale and implemented agile ways of working throughout their organizations. To reverse the negative trajectory of recent years, bold 

action is needed: retailers must undertake a radical transformation of their tech function—both its architecture and its operating model.