Retail
TURNING INSIGHT INTO ACTION
As retailers grapple with rising fraud and diminishing consumer trust, process vulnerabilities. Dean Tarpley, Industry Principal for Retail/CPG at Celonis, outlines
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etailers are facing an extremely turbulent economic landscape this year. According to a Gartner survey, 58% of retailers
anticipate supply chain disruptions, while 42% expect reduced demand and 41% are bracing for increased inflation. In the UK in particular, they are also battling against the effects of National Insurance increases. Retail leaders looking for an ‘easy win’ to gain an upper hand are turning to process intelligence (PI) to make inroads on fraud prevention and reducing some key consumer pain points that can go unnoticed due to the complexity of retail organisations. Process intelligence offers retailers a way to
bring their different systems together with a common language, gaining visibility into how information flows throughout the organisation and allowing them to identify opportunities to save costs and deliver better experiences for consumers. It does this by bringing together inputs from various systems, such as Enterprise
44 | July/August 2025
Resource Planning (ERP), Human Capital Management (HCM), or CRM platforms, and analysing the overall picture of business processes. Trough this, it can show an end-to-end view of how information flows through a given business. Tis can be particularly powerful in the retail sector, where thousands of processes are oſten running simultaneously to meet customer needs. Retailers are notorious for having vast
amounts of data within numerous disconnected systems. For vendors, the first step is to integrate these systems, ranging from demand forecasting and merchandise planning systems to logistics, warehousing, and inventory management. Process intelligence provides a way to make sense of all the disparate systems and take control. This, in turn, enables teams to optimise the customer experience and prevent losses from fraud, simplifying omnichannel operations and delighting shoppers with world- class customer service.
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