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

Digital Growth Engine

A leading luxury department store retailer in Mexico transformed its digital channels end to end, positioning eCommerce as a core revenue engine while bringing the online customer experience closer to the premium standard of its physical stores.

Customer leaving a luxury department store while staff prepare online orders inside, representing the shift from flagship retail to digital growth.

Digital sales

+27.7% growth in 2023

Revenue mix

5% to 30% of total sales

Feature delivery

15+ website features launched

Operating model

Autonomous eCommerce department established

Store associate handing a prepared online order to a customer while fulfillment activity continues behind a glass partition.

From flagship stores to a digital growth engine

A premium brand needed its digital channels to carry the same commercial weight and customer promise as its flagship stores.

Make digital a primary growth channel and bring the flagship experience online.

Objectives

Drive 25% growth by 2025 by transforming digital channels and establishing eCommerce as the brand's main revenue engine.

Opportunity

The retailer had a premium customer base ready to buy online. The opportunity was to convert that readiness into sustained digital growth by making the online journey feel as premium, trusted and coherent as the physical store experience.

Scaling digital without diluting the brand

The initiative had to increase digital contribution while preserving a premium experience and building the operating capacity to sustain continuous delivery.

Key Challenges

Retail strategy colleagues arranging product samples and planning materials on a table inside a premium department store.

1: Limited digital contribution
Digital channels accounted for 5% of total sales, leaving eCommerce marginal in the company's profit and loss structure.

Cross-functional retail team testing a digital shopping flow beside a beauty display in a department store.

2: A premium experience gap
The digital journey did not yet match the experience customers associated with the retailer's physical stores.

Shopper comparing a burgundy handbag with a product page on a smartphone in a premium accessories department.

3: A need for scalable delivery
The transformation required a repeatable way to prioritize and deliver new digital capabilities against a clear growth roadmap.

eCommerce operations team checking garments, orders and packaging in a dedicated department-store fulfillment area.

4: No autonomous eCommerce ownership
The retailer did not have a dedicated autonomous eCommerce organization in place to run the channel end to end.

Solution

A data-driven strategy with an autonomous eCommerce engine

NTT DATA designed and executed an end-to-end digital strategy that connected strategic direction, product delivery, customer experience and organizational ownership. The approach aligned the digital channel with the premium standard of the stores and created a structure designed to sustain growth.

Strategic pillars and a scalable roadmap

Defined the strategic pillars and roadmap needed to guide digital growth and sequence the transformation.

Growth cells and delivery orchestration

Introduced and orchestrated growth cells to create and release new digital functionality.

Premium mobile and web experience

Created the mobile app and more than 15 website features as part of a digital experience aligned with the luxury of the physical stores.

Autonomous eCommerce operating model

Set up a dedicated eCommerce department, supported by an optimized organizational structure, to own the channel end to end.

Impact

eCommerce established as the brand’s revenue engine

Digital channels moved from marginal to structural in the company’s profit and loss structure. Digital sales grew by 27.7% in 2023, while the digital share of total sales increased from 5% to 30%. The transformation also established a premium digital experience consistent with the retailer’s physical stores.

Drag