Summary
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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