Forrester Report | Omnichannel Mastery: Optimize Fulfillment & Engagement

Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by offering the ability to order online for in-store pickup, and they now offer ship-to-store, endless aisle and even “buy online, return to store” services.

This report examines the current state of these offerings, how retailers are overcoming execution challenges and how to conduct and track continuous improvement.

Key Takeaways:

  • Value and convenience are the catalysts for customer adoption of omnichannel services
  • Omnichannel programs often lack operational efficiencies and customer focus
  • Omnichannel optimization requires departments to coordinate and collaborate

Read the Forrester report now.

Talk to an ExpertRequest A Call