1、1The state of digital transformation for retail and consumer goodsIn collaboration with Deloitte DigitalI N S I G H T S F R O M T H E 2 0 2 2 C O N N E C T I V I T Y B E N C H M A R K R E P O R TT H R O U G H T H E I N D U S T R Y L E N S73%44%R E P O R T2Executive letterDigital agility is essential

2、 to successful transformation,allowing retail and consumer goods companies to drive innovation at scale,deliver new projects faster,and exceed ever changing customer expectations.Those companies that can build a foundation of digital agility will be best positioned to adapt to change quickly without

3、 being slowed by IT or operations bottlenecks.A modern strategy that combines integration,API management,and automation is central to achieving digital agility,enabling companies to easily connect and integrate the data,applications,and devices that meet customers where they are.We are now entering

4、the era of the composable enterprise.This allows anyone to draw from existing digital capabilities when building new products and services without having to start from scratch every time.Such an approach increases digital agility by easing the pressure on IT and freeing up time for innovation at a t

5、ime when consumer behaviors are quickly changing and retail and consumer goods companies need to adapt faster than ever.YUSUF LAWAL,MANAGING DIRECTOR AND API&INTEGRATION LEADER FOR CONSUMER INDUSTRY,DELOITTE CONSULTING LLPINSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORT3What youll find in this r

6、eportMuleSofts seventh annual Connectivity Benchmark Report,in partnership with Vanson Bourne,was produced from interviews with 1,050 IT leaders across the globe(of which 134 came from the retail and consumer goods sector).We conducted an online survey between October-November 2021 across the United

7、 States,the United Kingdom,France,Germany,the Netherlands,Australia,Singapore,Hong Kong,and Japan.We ensured that only suitable candidates participated in the survey by using a rigorous,multi-level screening process.Respondents are all IT leaders,which are defined as those who hold a managerial posi

8、tion or above in an IT department.All respondents work at an enterprise organization in the public or private sector with at least 1,000 employees.1,000 IT LEADERSWITH 134 RESPONDENTS FROM RETAIL AND CONSUMER GOODS ORGANIZATIONS9 COUNTRIESNUMBER OF COUNTRIES COVERED WITHIN THE SURVEYIT MANAGER+RESPO

9、NDENTS WERE ALL IT DECISION MAKERS AND/OR INFLUENCERS WITHIN THEIR ORGANIZATION,WITH TITLES AT MANAGER OR ABOVEINSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORT4The retail and consumer goods sector increased their commitment to digital transformation as many did during the pandemic.With many phys

10、ical stores forced to temporarily close,retailers quickly needed to scale their eCommerce operations practically overnight.Meanwhile consumer goods organizations struggled to keep products on the shelf with limited supply chain visibility.Both retailers and consumer goods organizations needed to sup

11、port the mass shift to online and improve supply chain efficiency,while at the same time deliver a more connected and personalized customer experience.Today,customer expectations are sky high and competition is fierce,raising the stakes and the costs for failed innovation projects.The Connectivity B

12、enchmark Report looks at the impact of failing to complete digital transformation projects,the challenges retail and consumer goods organizations face integrating user experiences,and how API-led connectivity can drive business value.IntroductionINSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORTTh

13、e financial impact of digital transformation failure is significantNearly three-quarters(72%)of retail customer interactions are now digital.Thats putting the pressure on organizations in the sector to modernize or be left behind.Almost all(93%)retail and consumer goods IT decision makers(ITDMs)surv

14、eyed believe the pace of digital transformation has accelerated in the past five years.Thats in line with the average across all sectors.In practice,this means finding ways to deliver new features and functionality across application ecosystems.As retailer and consumer goods organizations go through

15、 this process,theyre asking a critical question:do I need to build new custom systems to achieve this,or can I find an agile way to connect with pre-existing solutions?WHAT PERCENTAGE OF YOUR ORGANIZATIONS CUSTOMER INTERACTIONS ARE NOW DIGITAL?TO WHAT EXTENT DO YOU BELIEVE THAT THE SPEED AT WHICH DI

16、GITAL TRANSFORMATION TAKES PLACE HAS CHANGED IN YOUR ORGANIZATION IN THE LAST 5 YEARS?93%OF DIGITAL TRANSFORMATION TAKES PLACE MUCH FASTER OR SLIGHTLY FASTER THAN IT USED TO72%93%Learn how WatchBox is reusing API-led integrations for new launches,helping them expand new regions 50%faster than before

17、.Read their storyTHROUGH THE INDUSTRY LENS SERIESThE STATE OF DIGITAL TRANSFORMATION FOR RETAIL AND CONSUMER GOODS5INSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORTThe cost of failed projects is highAs the pressure builds to successfully deliver digital projects,so do the risks.Retail and consume

18、r goods ITDMs think their organization could lose$6,403,846 on average if digital transformation initiatives arent successfully completed.While this is slightly lower than average across all sectors($6,846,979),it shows just whats at stake.As consumer expectations rise,retail and consumer goods orga

19、nizations are aspiring to create a seamless experience from initial interaction to supply chain to delivery of goods.To get there,theyre looking at innovative new ways to leverage existing assets and harness data more effectively,such as APIs.Many see this as means to deliver more personalized omnic

20、hannel experiences,through automated analysis to create customer insights.IT is struggling to deliver projects on timeUnfortunately,theres a roadblock to these plans.IT departments are increasingly unable to deliver whats asked of them.Although budgets are up,so is demand from the business.Retail an

21、d consumer goods ITDMs said 43%of projects were delivered last year,while over half(51%)were not delivered on time.While this is similar to other industry sectors,these findings are concern at a time when customer expectations are particularly high.It is clear retail and consumer goods organizations

22、 need a way to circumvent the IT bottlenecks that are delaying and disrupting essential digital projects.APPROXIMATELY HOW MUCH REVENUE DO YOU THINK YOUR ORGANIZATION COULD LOSE IF THEY ARENT SUCCESSFULLY COMPLETED?USD$6,403,846WERE YOU ABLE TO DELIVER ALL THE PROJECTS ASKED OF YOU LAST YEAR?WHAT PE

23、RCENTAGE OF PROJECTS ASKED OF YOU WERE NOT DELIVERED ON TIME LAST YEAR?PERCENTAGE OF ORGANIZATIONS THAT COMPLETED ALL PROJECTS LAST YEAR:43%51%AVERAGE RESPONSETHROUGH THE INDUSTRY LENS SERIESThE STATE OF DIGITAL TRANSFORMATION FOR RETAIL AND CONSUMER GOODS6INSIGHTS FROM THE 2022 CONNECTIVITY BENCHMA

24、RK REPORT56%SECURITY AND GOVERNANCE ISSUES50%INABILITY TO KEEP UP WITH EVERGROWING PROCESSES,TOOLS,AND SYSTEMS44%OUTDATED IT INFRASTRUCTURESecurity is the top roadblock to integrated user experiencesIts not just IT capacity that retail and consumer goods organizations are struggling with.Nearly half

25、(47%)of ITDMs say its difficult to integrate end-user experiences,including shopper and employees.Seamless connectivity between applications,data,and devices is a prerequisite towards achieving this goal.However,ITDMs cite security and governance(56%)as the main challenge towards integrating end-use

26、r experiences,ahead of an inability to keep up with an ever-expanding number of processes,tools,and systems(50%),and outdated IT infrastructure(44%).The findings point to a need for digital transformation platforms that can drive integrated end-user experiences,whilst also building in strong securit

27、y and governance safeguards.With IT and security skills in short supply today,the focus should be on providing such capabilities out-of-the-box so that even non-technical users can deliver digital innovation securely.API-led connectivity can provide the right building blocks to progress in a steady,

28、manageable manner,following processes created by your teams.HOW DIFFICULT IS IT FOR YOUR ORGANIZATION TO INTEGRATE ENDUSER EXPERIENCES?47%ORGANIZATIONS THAT FIND IT DIFFICULT TO INTEGRATE ENDUSER EXPERIENCESWHAT MAKES IT DIFFICULT FOR YOUR ORGANIZATION TO INTEGRATE ENDUSER EXPERIENCES?THROUGH THE IN

29、DUSTRY LENS SERIESThE STATE OF DIGITAL TRANSFORMATION FOR RETAIL AND CONSUMER GOODS7INSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORTWHAT PERCENTAGE OF YOUR ORGANIZATIONS INTERNAL SOFTWARE ASSETS AND COMPONENTS(E.G.CODE,APIs,BEST PRACTICE TEMPLATES)ARE AVAILABLE FOR DEVELOPERS TO REUSE?PERCENTAGE

30、 OF COMPANYOWNED APIs EXPOSED TO THIRD PARTIESMore retailers and consumer goods organizations are exposing internal assets and components for reuseOn average,46%of retail and consumer goods organizations are making available internal software assets and components for developers to reuse.This illust

31、rates a growing recognition of the benefits of such an approach in driving integrated user experiences.In the retail and consumer goods sector,there are good reasons why some enterprise inte-grations must remain point-to-point or batch oriented.But in many other cases,legacy inte-grations are holdin

32、g organizations back from realizing their digital transformation goals.Exposing assets in a reusable manner via APIs can keep costs down,accelerate time-to-value,and empower non-technical users to contribute to innovation initiatives at scale.Retailers and consumer goods organizations are using APIs

33、 to build more connected systemsRetail and consumer goods organizations are adopting API-led approaches in ever greater numbers.They are far more likely to expose them to third parties:42%versus 31%for all sectors.This tells us that platform-based business models are becoming increasingly vital to r

34、etail and consumer goods organizations.Its an evolution of the commercial relationship from one of“owning the customer”to a new era where more value can be created by developing strategic partnerships with others.Of course,this kind of expansive offer can only be made to customers if there is a seam

35、less way to rapidly integrate with third-party apps and data.SOFTWARE ASSETS AND COMPONENTS THAT ARE REUSABLESOFTWARE ASSETS AND COMPONENTS THAT ARE NOT REUSABLERCG AVERAGE42%GLOBAL AVERAGE31%46%54%THROUGH THE INDUSTRY LENS SERIESThE STATE OF DIGITAL TRANSFORMATION FOR RETAIL AND CONSUMER GOODS8INSI

36、GHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORTAPIs help to meet customer demand and drive revenueRetail and consumer goods ITDMs whose organizations use APIs now claim that 38%of revenue is generated from APIs and API-related implementations.Thats higher than the average across all sectors(35%)and

37、 shows the bottom-line impact that creating seamlessly connected customer experiences can deliver.Over the first two years of the pandemic,large numbers of consumers flooded online.To retain their loyalty,retail and consumer goods organizations must deliver a seamless,consistent experience whatever

38、channel customers choose to interact with.It must be immersive,highly personalized and synchronized in near real-time across all channels.That in turn will demand integration efforts be stepped up across the customer facing and back office operations to harness the power of data and deliver digital

39、success.WHAT PERCENTAGE OF YOUR COMPANYS REVENUE IS GENERATED FROM APIs AND APIRELATED IMPLEMENTATIONS?How can APIs democratize innovation?Find out from Steve Stone,former CIO of Lowes and L Brands.Watch the interviewREVENUE GENERATED BY APIs AND RELATED IMPLEMENTATIONSREVENUE GENERATED OUTSIDE OF A

40、PIsRCG AVERAGE38%GLOBALAVERAGE35%THROUGH THE INDUSTRY LENS SERIESThE STATE OF DIGITAL TRANSFORMATION FOR RETAIL AND CONSUMER GOODS9INSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORT10ConclusionDigital transformation initiatives helped many organizations during the pandemic,and the retail and consu

41、mer goods sector is no exception.They offered these organizations the ability to create seamless ways of serving customers and driving new operational efficiencies.However,this transformation has also increased customer expectations higher than theyve ever been.Retail and consumer goods organization

42、s know they must move quickly to capture customers attention and loyalty or risk irrelevance.However,in many organizations,important customer and operational data remains siloed.To successfully unlock that value of their data,retail and consumer goods organizations must be able to modernize their ap

43、plication environment in a structured and secure manner.They need to have the ability repeatedly adapt to constantly changing consumer preferences,and they must strive to create closer alignment between IT and business teams.This collaboration is key to delivering the new integration projects that a

44、re a vital driver for digital innovation and improved customer experiences.INSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORT11INSIGHTS FROM THE 2022 CONNECTIVITY BENCHMARK REPORTRecommendationsEmpower business usersIT departments are struggling retail and consumer goods organizations are failing

45、to deliver on all the projects required of them.Accelerate the speed of digital transformation by enabling business technologists with low-and no-code tools to create new integrated user experiences built on reusable APIs.Create a Single Source of Truth(SSOT)Data-driven organizations will increasing

46、ly dominate as the post-pandemic era unfolds.To keep pace,retailers and consumer goods organizations must first break down longstanding data silos by creating a SSOT to ensure all users are working from the same set of standardized,relevant data.Then its about using API-led integration to turn this

47、data into meaningful insights and innovative user experiences.Tackle security and governance challengesSecurity is an increasingly acute challenge for IT teams across every industry as they transition to API-led integration approaches.Retail and consumer goods organizations must seek vendors that pr

48、ovide multi-layered protection of the data itself,the API that provides access to it,and the perimeter within which the API is deployed.Focus on API reuseAdopt a more flexible,agile,and cost-effective way to create the experiences both users and consumers demand with reusable API-led integration.Its

49、 faster,more cost-effective,and means less effort for IT and business user.For the post-pandemic enterprise,digital transformation has become a critical driver of customer engagement and employee productivity.Yet data silos,legacy infrastructure and IT bottlenecks are a persistent challenge.To overc

50、ome these,retail and consumer goods organizations must leverage the undoubted benefits of API-led integration.Heres how:12Want to learn more?INSIGhTS FROM ThE 2022 CONNECTIVITY BENChMARK REPORT 72%55%90%26%$7m2022 Connectivity Benchmark ReportM U L E S O F T R E S E A R C HR E P O R T Building the c

51、onnected retail experienceLeveraging smart retail to create an integrated value chainEBOOK03010402Improve inventory management with real-time data syncRead the full reportCurious how the financial services industry stacks up?Get insights from IT leaders across all industries by reading the entire 20

52、22 Connectivity Benchmark Report.Read the reportImprove inventory managementFind out how retail and consumer goods organizations are driving digital transformation to deliver more efficient inventory management.Watch the webinarCreate connected customer experiencesLearn how retailers are responding

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