
- By Codurance Insights
- ·
- Posted 07 Apr 2025
The CTO Playbook for Retail Transformation: Building for Agility, Data, and Customer Experience
In today’s retail environment, customer experience is the battleground—and technology is at the heart of it.
Here are examples of how new technology can enhance business capabilities:
Competitive advantage
We’ve been in the midst of a digital revolution for the last few decades, and businesses that have fully embraced this have been some of those that have seen a vast amount of success. The need to keep up with the digital revolution is directly tied to the complexity and need for speed of the environment today. Those organisations that continue to embrace new technology will set themselves up to better meet the needs of customers and shareholders.
Michael Porter from the Harvard Business Review says, “new technology changes the nature of competition,” by changing industry structure and, in so doing, altering the rules of competition; creating competitive advantage by giving companies new ways to outperform their rivals; and spawning whole new businesses, often from within a company’s existing operations.
Cost Reduction
Business is about managing costs. It’s often a delicate balancing act between keeping costs low and maximising earning. Technology plays a crucial role in managing costs through improving operational efficiency: Reducing losses, fewer errors and improved spending. Newer technology advances only increased this operational efficiency, remaining key to cost reduction.
Managed cloud services help reduce the cost of software by including maintenance, migration, monitoring and optimisation. This allows processes to be offloaded such as cloud backups, and cloud infrastructure maintenance, lightening the workload of the in-house staff to focus on more critical tasks.
Technology refresh
Rather than using systems until they can no longer function efficiently, businesses can choose to upgrade or replace infrastructure regularly, this process is referred to as ‘Technology refresh’
Maintaining legacy infrastructure can be costly, with outdated data centre technology leading to lagging performance, inefficiencies, and administrative overhead. Energy efficiency, failure rates and potential downtime costs are all ways to justify regular hardware updates.
Mitigation against end-of-life
Not everything has been built to last forever, and this is often the reality with software. Most businesses look to replace their software services regularly when over time, they stop serving the customer as effectively, become slow to change, stop receiving system updates or fall out of warranty (as mentioned in technology refresh).
When hosts stop issuing updates and patches, software or platforms become more vulnerable to security threats. And, third party tools often lack compatibility. Some of the end-of-life dangers are as shown:
The positive outcome is that by leveraging new technology, end of life is often not an issue as software and platforms are updated or replaced before this stage.
In today’s retail environment, customer experience is the battleground—and technology is at the heart of it.
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