Introduction: Why Retail & CPG must Modernize Applications and Data

Retail and CPG organizations are at a critical inflection point. Customer expectations for personalization, speed, and availability continue to rise, while many enterprises remain constrained by legacy applications and fragmented data ecosystems.

From Cost Efficiency to Competitive Advantage

Mastek’s brand theme #Lead with AI is more than a slogan, it is a delivery philosophy embedded deeply into how we run Managed Services and power customer outcomes at scale. Across critical capability areas, we are operationalising AI through live, production grade Agentic assets that are modernising service delivery, accelerating value, and giving our clients a decisive competitive edge. “Lead with AI” means enabling customers to run smarter, safer, and future ready operations powered by assets that are proven, scalable, and built for real world complexity. 

The UK’s ports, transport, logistics, and infrastructure sectors have just completed another demanding year. The pressures of 2025 went beyond simply affecting day-to-day operations, revealing deeper structural issues, long-running skills challenges, and rising expectations from customers and regulators. As we move into 2026, these lessons point toward a new operating reality.

Market Growth, Industry Impact, and the truth behind the hype. 

Executive Summary 

AI in CRM has moved from experimentation to enterprise‑scale adoption. The market is expanding rapidly, driven by GenAI, Agentic AI, and Autonomous Engineers that convert CRM from a transactional system into a strategic intelligence platform. Yet, measurable ROI hinges on data readiness, process standardization, and adoption discipline. 

The Problem: The Unseen Wall of Traditional RPA 

Your bots are working hard, but are they working smart?