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The Omnichannel Commerce Playbook For 2021

Executive Overview: Mastering The Art Of Omnichannel Retailing

Digital business leaders know that many customers use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers as they implement new strategies and tactics to meet the ever-changing expectations of omnichannel customers. Our playbook helps digital business leaders identify, plan, and launch omnichannel services and guides retailers on best practices, pitfalls, and measures of success for omnichannel shopping. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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