Firms Must Transform In Six Ways To Reach Omnichannel Maturity

The effort to create seamless, consistent, and connected customer experiences across digital selling channels — whether you call it omnichannel, cross-channel, or unified commerce — is not a new concept. But digital business and strategy (DB&S) pros still grapple with how to transform from a multichannel state across six categories: view of the customer, engagement, fulfillment, products/services, pricing, and promotions. This report helps DB&S pros put together a strategic vision and four-pillar plan to win, serve, and retain today’s channel-agnostic consumers.