Skip to main content

Save or Share this Report

For eBusiness & Channel Strategy Professionals

Assess How Your Omnichannel Capabilities Stack Up

November 13, 2017

Primary author headshot


Why Read This Report

Forrester's 2017 Retail Omnichannel Capabilities Assessment benchmarked 16 leading UK and US retailers to help digital business executives understand how their omnichannel capabilities compare with their peers' and best practices. Our assessment revealed scores ranging from 43 to 86 out of 100, up from 31 to 78 in 2015. The high variance reflects how retailers invest differently and how they have successfully implemented omnichannel initiatives across four key categories: online experience, channel consistency, in-store pickup, and in-store experience. This is an update similar to the 2015 assessment, which assessed the capabilities of 20 UK and US retailers.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($745 USD).


Table of Contents

  • Baseline Omnichannel Capabilities Are Improving Across The Board
  • Omnichannel Capabilities Vary, Signaling The Way For Differentiation
  • Recommendations

  • To Capture Share, Continually Test And Hone In-Store Execution
  • How Forrester Can Help

  • Identify Your Omnichannel Strengths And Weaknesses
  • Supplemental Material
  • Related Research Documents

Recommended Research