How to survive in an omnichannel world: Best practices for omnichannel retailing

This report examines omnichannel retail globally, including the opportunities and challenges facing retailers as they strive to offer an integrated customer experience across physical and digital platforms.
  • Retailers must invest across platforms to offer seamless experiences; key platforms include physical stores, web and mobile, plus IoT and other emerging platforms.
  • Consistency is important: customers expect price, service and inventory to be the same across all available retail channels.
  • Retailers face challenges in areas such as tracking sales, managing inventory, overcoming organisational barriers and legacy technology, solving the last 'mile-delivery' issue and offering secure payment.
  • Retailers in Western European and North America are more advanced in offering omnichannel retail than counterparts in Asia Pacific and Latin America, where secure payment capabilities and consumer expectations are...

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