[Retail TouchPoints] 2019 Omnichannel Benchmark Survey for 2020 Retail

With every technological advancement that makes consumers’ lives easier to manage, their expectations rise. It’s become a familiar refrain: “If I can order groceries just by talking to my smart speaker/receive a delivery within two hours/get a spot-on product recommendation just as I enter my favorite store, why isn’t everything this personalized and simple?”

Given the phenomenon of constantly rising expectations, retailers would be justified in feeling that the goal of providing a seamless omnichannel experience continues to stay out of reach, no matter how many advances they make. In consumers’ minds, each new omnichannel service moves quickly from a nice-to-have competitive differentiator to the “table stakes” category. Read this report to see:

• Brick-and-mortar relevance resurges
• Mobile, social channels see healthy sales growth
• Omnichannel retailers boost BOPIS use
• Retailers rely on multiple methods to tract and analyze shopper journeys

Read the report now.