{"id":8684,"date":"2021-10-14T12:21:00","date_gmt":"2021-10-14T12:21:00","guid":{"rendered":"https:\/\/www.capgemini.com\/?post_type=research-and-insight&#038;p=660344"},"modified":"2025-04-05T13:05:22","modified_gmt":"2025-04-05T13:05:22","slug":"competing-in-the-age-of-customer-centric-grocery","status":"publish","type":"research-and-insight","link":"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/competing-in-the-age-of-customer-centric-grocery\/","title":{"rendered":"Competing in the age of customer-centric grocery"},"content":{"rendered":"\n<header class=\"wp-block-cg-blocks-hero-reusable header heroReusable  \"><div class=\"header-bgs\"><picture><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=2880&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 1500px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=1440&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=2880&amp;quality=70 2x\" media=\"(min-width: 992px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=1024&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=1024&amp;quality=70 2x\" media=\"(min-width: 768px)\"\/><source srcset=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=768&amp;quality=70 1x, https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg?w=768&amp;quality=70 2x\" media=\"(min-width: 0)\"\/><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/10\/ÎÚÑ»´«Ã½_Research-and-ÎÚÑ»´«Ã½_Competing-in-the-age-of-customer-centric-grocery.jpg\" class=\"header-img header-img-d\" alt=\"\" style=\"object-fit:cover;object-position:56.00000000000001% 23%\" loading=\"eager\"\/><\/picture><\/div><div class=\"heroPictureCardHeaderShape\"><\/div><div class=\"container\"><div class=\"row\"><div class=\"col-md-12\"><div class=\"box\"><div class=\"boxTagWrapper\"><div class=\"tagInfo\"><\/div><\/div><div class=\"box-title\"><h1 data-maxlength=\"34\">Competing in the age of customer-centric grocery<\/h1><\/div><div class=\"inner-row-insight download-btn\"><div class=\"col-md-4 downloadFiles addPadding\"><a class=\"button-download--small\" type=\"download\" href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/12\/Digital-Grocery-Offer_PoV.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><span>Download point of view<\/span><span class=\"type\">2 MB  pdf<\/span><\/a><\/div><\/div><\/div><\/div><\/div><\/div><\/header>\n\n\n\n<section class=\"wp-block-cg-blocks-intro-para undefined section section--intro\"><div class=\"intro-para\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-1\"><nav class=\"article-social\"><ul class=\"social-nav\"><li class=\"ip-order-fb\"><a href=\"https:\/\/www.facebook.com\/sharer\/sharer.php?u=https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/competing-in-the-age-of-customer-centric-grocery\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-fb\"><\/i><span class=\"sr-only\">Facebook<\/span><\/a><\/li><li class=\"ip-order-li\"><a href=\"https:\/\/www.linkedin.com\/sharing\/share-offsite\/?url=https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/competing-in-the-age-of-customer-centric-grocery\/\" target=\"_blank\" rel=\"noopener noreferrer\" title=\"abrir en una nueva ventana\"><i aria-hidden=\"true\" class=\"icon-li\"><\/i><span class=\"sr-only\">Linkedin<\/span><\/a><\/li><\/ul><\/nav><\/div><div class=\"col-12 col-md-11 col-lg-10\"><h2 class=\"intro-para-title\">The Grocery and Mass Merchandise is in the midst of an intense, prolonged period of transformation. Yet emerging from this change is a once-in-a-generation chance to leap forward; for grocers to not just overcome today\u2019s challenges, but to fundamentally reimagine the role they play in customers\u2019 lives as they head into tomorrow.<\/h2><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-group undefined section section--article-content section--story-content article-body\"><div class=\"article-main-content\"><div class=\"container\"><div class=\"row\"><div class=\"col-12 col-md-11 col-lg-10 offset-md-1 offset-lg-1\"><div class=\"article-text article-quote-text\">\n<p>For grocers to remain competitive today requires unceasing agility. For years attention was focused on making shops visually appealing, then overnight in the spring of 2020 that changed: providing a smooth online experience was suddenly indispensable. Now retailers are vying to find innovative ways to merge online and in-person experiences into new forms of seamless shopping \u2014 while at the same time meeting customers\u2019 increased expectations. As geographic barriers are breaking down \u2013 grocers are now competing with chains, specialty stores, local farmers and markets on a scale never seen before. Todays connected customers have more grocery choices than ever \u2014 and they know it.<\/p>\n\n\n\n<p>The good news for grocers is that demand is not going to go away anytime soon. People still appreciate access to a variety of fresh, healthy, safe and sustainably sourced foods and household essentials. But, what we see now is how the rules of engagement have changed:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>40% of current online grocery shoppers plan to continue buying all of their groceries and household essentials online<\/li>\n\n\n\n<li>Choice matters more and more, with ways to buy groceries and household items encompassing online, subscriptions, delivery apps, marketplaces, and direct-to-consumer sales<\/li>\n\n\n\n<li>Customers are less interested in accepting substitutions for out-of-stock products<\/li>\n\n\n\n<li>Customers are sensitive to price \u2014\u00a0 56% of consumers are more cost conscious in 2021, with 26% wanting to save money and experience better quality.<\/li>\n<\/ul>\n\n\n\n<p>How are grocers gaining the agility to compete in this new era? By putting digital at the heart of their operations. Our new Point of View, Digital Core for Grocery, explores the advances made possible with the added agility of a digital core. From providing unprecedented resilience in supply networks to helping retailers reimagine customer-centric shopping experiences, digital is changing the face of grocery.<\/p>\n\n\n\n<p>Read more about the strategic advantages of a digital core solution in our Point of View: Digital Core for Grocery.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/09\/Digital-Grocery-Offer_PoV.pdf\" target=\"_blank\" rel=\"noreferrer noopener\"><u>Click here<\/u><\/a> to read our point of view.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\" id=\"h-connect-with-our-experts\"><strong>CONNECT WITH OUR EXPERTS:<\/strong><\/h3>\n\n\n\n<figure class=\"wp-block-image alignleft\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/09\/john_waymire.jpg\" alt=\"\" class=\"wp-image-635522\"\/><\/figure>\n\n\n\n<p><strong>John Waymire,&nbsp;<\/strong>Executive Vice President, CPR and Wholesale Distribution, ÎÚÑ»´«Ã½<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.linkedin.com\/in\/waymire\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/04\/LinkedIn-1.png\" alt=\"\" class=\"wp-image-629642\" style=\"width:50px;height:50px\"\/><\/a><\/figure>\n\n\n\n<div style=\"height:23px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image alignleft is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/09\/josean_mendez.jpg\" alt=\"\" class=\"wp-image-635523\" style=\"width:200px;height:200px\"\/><\/figure>\n\n\n\n<p><strong>Josean Mendez,&nbsp;<\/strong>Vice President, Global SAP Partner and Ecosystem Lead, ÎÚÑ»´«Ã½<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.linkedin.com\/in\/joseanm\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/04\/LinkedIn-1.png\" alt=\"\" class=\"wp-image-629642\" style=\"width:50px;height:50px\"\/><\/a><\/figure>\n\n\n\n<div style=\"height:19px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image alignleft is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/09\/elisabetta-4.jpg\" alt=\"\" class=\"wp-image-635956\" style=\"width:200px;height:200px\"\/><\/figure>\n\n\n\n<p><strong>E<\/strong><strong>lisabetta Spontoni,&nbsp;<\/strong>Vice President, Global Head of SAP Operations, ÎÚÑ»´«Ã½<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.linkedin.com\/in\/elisabetta-spontoni\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/04\/LinkedIn-1.png\" alt=\"\" class=\"wp-image-629642\" style=\"width:50px;height:50px\"\/><\/a><\/figure>\n\n\n\n<div style=\"height:35px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image alignleft is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/09\/Mazza_Lindsey_High-Res-copy_noCrop-e1631861825525.jpg\" alt=\"\" class=\"wp-image-635519\" style=\"width:200px;height:200px\"\/><\/figure>\n\n\n\n<p><strong>Lindsey Mazza,&nbsp;<\/strong>Global Retail Lead,&nbsp;ÎÚÑ»´«Ã½<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.linkedin.com\/in\/lindseymazza\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/04\/LinkedIn-1.png\" alt=\"\" class=\"wp-image-629642\" style=\"width:50px;height:50px\"\/><\/a><\/figure>\n\n\n\n<div style=\"height:20px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<figure class=\"wp-block-image alignleft is-resized\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/09\/Randy-E.jpg\" alt=\"\" class=\"wp-image-639602\" style=\"width:200px;height:200px\"\/><\/figure>\n\n\n\n<p><strong>Randy Evins<\/strong>, Senior Principal \/ Industry Advisor SAP<\/p>\n\n\n\n<figure class=\"wp-block-image is-resized\"><a href=\"https:\/\/www.linkedin.com\/in\/randy-evins-9bb1b35\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img decoding=\"async\" src=\"https:\/\/www.capgemini.com\/wp-content\/uploads\/2021\/04\/LinkedIn-1.png\" alt=\"\" class=\"wp-image-629642\" style=\"width:50px;height:50px\"\/><\/a><\/figure>\n<\/div><\/div><\/div><\/div><\/div><\/section>\n\n\n\n<section class=\"wp-block-cg-blocks-wrapper-people-slider section section--expert-slider wrapper-people-slider undefined\"><div class=\"container\"><div class=\"content-title\"><\/div><\/div><div class=\"slider slider-boxed\"><div class=\"container\"><div class=\"slider-window\"><div class=\"slider-list\">\n\n\n\n\n\n<\/div><\/div><\/div><div class=\"slider-nav\"><button class=\"slider-prev inactive\" aria-label=\"Slider-previous\" tabindex=\"-1\"><\/button><ul class=\"slider-paginator\"><\/ul><button class=\"slider-next\" aria-label=\"Slider-next\"><\/button><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":35,"featured_media":8685,"template":"","meta":{"cg_dt_proposed_to":[],"cg_seo_hreflang_relations":"[]","cg_seo_canonical_relation":"","cg_seo_hreflang_x_default_relation":"","cg_dt_approved_content":true,"cg_dt_mandatory_content":false,"cg_dt_notes":"","cg_dg_source_changed":true,"cg_dt_link_disabled":false,"footnotes":"","related_resource_url":"","related_resource_id":0,"related_resource_size":"","related_resource_type":"","cg_author":0,"_yoast_wpseo_primary_theme":0,"primary_term":"Customer first","featured_focal_points":""},"tags":[],"research-and-insight-type":[78],"theme":[239],"brand":[],"service":[100,173],"industry":[112,122],"partners":[],"content-group":[],"class_list":["post-8684","research-and-insight","type-research-and-insight","status-publish","has-post-thumbnail","hentry","research-and-insight-type-point-of-view","theme-customer-first","service-customer-experience","service-digital-core","industry-consumer-products","industry-retail"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v22.8 (Yoast SEO v22.8) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Competing in the age of customer-centric grocery - ÎÚÑ»´«Ã½ Mexico<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.capgemini.com\/mx-es\/insights\/biblioteca-de-investigacion\/competing-in-the-age-of-customer-centric-grocery\/\" \/>\n<meta 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