Igniting a new standard to win today’s customer. How is Deloitte helping redefine the retail experience?
Today’s retailers must invest in technology to deliver unified commerce and unforgettable customer experiences. Organizations that invest strategically in technology and collaborate with the right advisors can set themselves apart.
Founded in Quebec City nearly two centuries ago, Canadian private family business La Maison Simons has built its reputation on a customer-centric philosophy—prioritizing unique and memorable experiences to foster loyalty and delight.
Focusing on the customer is smart business: those who enjoy high-quality experiences are 3.6 times more likely to purchase additional products and services from a brand (1).
Over the past 10 years, the Canadian retail landscape has undergone dramatic change, driven by shifting consumer expectations and technological advances. Throughout this period, Deloitte has worked with La Maison Simons to embrace both digital innovation and physical expansion, adapting to the evolving balance between brick-and-mortar and e-commerce.
In 2017, La Maison Simons invested more than $150 million to build a state-of-the-art distribution centre in Quebec City to meet the needs of today’s omnichannel customer (2). In fall 2025, La Maison Simons opened two new flagship stores in Toronto, bringing its total to 19 locations in Canada’s most iconic retail centres. The Toronto stores add over 200,000 square feet of shopping space.
This growth is underpinned by a strong collaboration with Deloitte, whose guidance has helped La Maison Simons maintain positive momentum and resilience through industry shifts.
I often say that IT is here to give the space to create the magic. It's like the theatre: when you’re looking at all the actors, you don't remember that someone is controlling the lights. IT is the background to let the magic happen for customer experience.
Yannick Vial, Senior Vice-President, Chief Digital Development and Unified Commerce Officer for La Maison Simons
Meeting the needs of today’s customer
Modern shoppers expect seamless experiences that blend online convenience with in-store engagement. Consider these insights:
- 82% of customers want to touch a product before deciding to buy.
- 82% of retailers are working to bridge the gap between online and in-store experiences.
- 61% of shoppers use a digital device for research while in-store (3).
According to Yannick Vial, Senior Vice-President, Chief Digital Development and Unified Commerce Officer for La Maison Simons, e-commerce now accounts for 30% of sales, while 90% of customers “pre-shop” online before making an in-store purchase.
The backbone of this experience? Robust technology that supports every stage of the customer journey.
How Deloitte and La Maison Simons built a future-ready retail ecosystem
Since 2010, La Maison Simons and Deloitte have collaborated to translate innovation into practical outcomes for digital retail and customer experience.
The work has focused on three key areas:
1. Assessing and mapping the future
Deloitte began by conducting a comprehensive assessment of La Maison Simons’ IT capabilities. Together, they co-created a five-year technology roadmap that supports current operations and future growth. Deloitte helped La Maison Simons map out customer and fulfillment journeys, running workshops to clarify what capabilities were needed—like customer data platforms, digital marketing, and task management.
2. Selecting solutions that drive results
La Maison Simons invested in unified commerce, enterprise resource planning (ERP), and human resources solutions. With Deloitte’s support, they are working to adopt and implement the most suitable technologies, including order management systems and HR transformation initiatives—both on track for deployment by early 2026.
3. Operationalizing innovation
Technology adoption was not limited to systems. Since 2024, Deloitte supported the rollout of radio-frequency identification (RFID) technology across all stores, improving inventory precision.
What’s your next move?
The difference between thriving and surviving in retail comes down to decisive action and trusted collaborations. La Maison Simons demonstrates what’s possible with a clear roadmap and knowledgeable support.
Connect with Deloitte’s leaders today to turn your ambition into measurable results.
End notes
- Deloitte, “Omnichannel Peak Performance,” Published in 2022.
- Le Journal de Québec, “Un nouveau centre de distribution de 150 M$,” [in French only] Published September 8, 2017.
- Deloitte, Retail Personalization at Scale, Retrieved September 22, 2025.
