Trends Report

Assess How Your Omnichannel Capabilities Stack Up

November 13th, 2017
Michelle Beeson, null
Michelle Beeson
With contributors:
Fiona Swerdlow , Brendan Witcher , Edoardo Zavarella , Claudia Tajima , Meredith Cain , Peter Harrison


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.

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