Retailers worldwide face lower margins and stiff online competition. This giant retailer’s executives had to look beyond optimizing processes and offshore support to lower operating costs and maintain its low-price promise to customers.

They started adding digital disruptors to turn things around. A vendor developed a few pilot robotic process automation applications. However, the effort stalled when the retailer’s executives realized a small pilot of bots in a controlled environment was dramatically different than 500 bots running in centers around the world. To effectively move from pilot to a scalable model that included governance, they turned to KPMG to help reboot and drive their digital transformation.

Read Intelligent automation reboot (PDF)