Trends Report

2015 Retail Omnichannel Functionality Benchmark

Upgrade Process, Metrics, And Technology For Omnichannel Success

May 6th, 2016
Michelle Beeson, null
Michelle Beeson
With contributors:
Sucharita Kodali , Brendan Witcher , Adam Silverman , Patti Freeman Evans , Alex Causey , Diana Gold , Rebecca Katz , Peter Harrison


Forrester used its Retail Omnichannel Functionality Benchmark methodology to assess 20 leading retailers across the UK and US to help retail digital business executives better understand how their omnichannel capabilities match up against peers and best practices. Our benchmark reveals a high variance of overall scores ranging from 31 to 78 out of 100, reflecting a difference in investment as well as the difficulty of implementing omnichannel initiatives across four key categories: online experience, channel consistency, in-store pickup, and in-store experience.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.