All Foundries

Commodity Management & Trading

Transforming trading ecosystems through data-driven insights and secure, agile platforms that empower global commerce.

Customer & Marketing Strategy

Reimagining customer engagement with personalized, connected experiences that build trust and long-term value.

Digital Engineering

Turning ideas into scalable digital solutions—accelerating transformation through design, technology, and engineering excellence.

Station Studio

Redefining mobility hubs with digital innovation to create smarter, sustainable experiences for people and businesses on the move.

Supply Chain & Industry 5.0

Building resilient, intelligent supply networks that anticipate change and deliver efficiency with purpose.

Sustainability

Driving responsible innovation to help organizations achieve net-zero goals and create a positive impact for future generations.

Physical AI

Physical AI gives machines, robots and physical operations the ability to perceive their environment, decide what matters and act in real time. Factories, plants, stores and infrastructure become systems able to sense conditions, learn from them and improve on their own, closing the gap between the physical and the digital world.

Next-Gen Infrastructure

From networks as infrastructure to connected platforms that enable critical, autonomous and intelligent operations.

Retail

From satisfaction surveys to EBITDA: closing the loop on customer pain points

A department store retailer in Mexico turned a biannual NPS programme into a closed-loop customer listening mechanism, connecting feedback to pain-point initiatives and incremental EBITDA.

From satisfaction surveys to EBITDA: closing the loop on customer pain points

Retail

Unified returns management

A retailer processing more than two million returns a year moved from channel-specific workflows toward one digital returns system. The initiative connects request creation, status tracking and routing across sales and return channels.

Unified returns management

Contact

Customer 360 CDP

A retailer set out to create a Customer 360 view from customer information distributed across its value chain. NTT DATA mapped more than 15 information sources across the customer journey, defined priority uses and a minimum viable product, and supported the selection of a Customer Data Platform. The work established a funded path toward a unified view of more than nine million users, with 16M MXN in revenue projected from the implementation.

Wide view of a shopper selecting a product in a bright home-goods retailer, with staffed checkouts and other customers visible across the store.

9M+

Users identified for the unified view

15+

Information sources mapped

600K USD

Platform investment approved

16M MXN

Revenue projected from implementation

Wide view of a retailer where employees assist customers at checkout and prepare orders in a connected fulfillment area.

From scattered data to a single view of nine million customers

Customer information existed across the retail value chain, but no end-to-end view connected it for the business.

Objectives

Give the business a 360-degree view of the customer that strengthens customer understanding and enables more focused action.

Opportunity

Turn a defined Customer 360 vision into a practical foundation for using customer information more consistently across the journey, subject to implementation of the selected platform and MVP.

Connecting customer knowledge across the retail journey

The initiative needed to organize fragmented information, clarify how it would be used and define a credible route from concept to platform investment.

Key Challenges

A retail employee hands a prepared shopping bag to a customer at a click-and-collect counter, with the active store visible behind them.

1: Distributed customer information
More than 15 information sources existed across the value chain without an end-to-end view.

A retail associate uses a tablet while helping a shopper among clothing and home-product displays.

2: An undefined unified view
The initiative required a clear minimum viable product for bringing customer information together.

A store manager and merchandising specialist review an aisle display plan while shoppers move through the grocery area behind them.

3: Unclear data uses
The business needed to define how customer information would support focused actions.

Three business and technology leaders compare journey and design materials in a workspace overlooking an active retail floor.

4: A consequential platform choice
The retailer needed a structured process to select the Customer Data Platform that would support the vision.

Solution

A structured path from journey insight to platform decision

NTT DATA connected business intent to delivery choices through journey mapping, use-case definition, MVP design and vendor selection.

Customer journey mapping

Mapped the customer information set across the customer journey to make the distributed source landscape visible.

Minimum viable product definition

Defined an MVP for generating the end-to-end customer view.

Customer information use cases

Defined how customer information could be used to support focused business actions.

Platform vendor selection

Ran the Customer Data Platform vendor selection process against the defined vision and requirements.

Impact

A funded, quantified path to Customer 360

The work moved the Customer 360 ambition into an investment case. It identified more than nine million users and over 15 information sources, established the MVP and supported approval of a 600K USD platform investment. The source projects 16M MXN in revenue from implementation; it does not report that revenue as realized.

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