Trends Report

Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

Processes: The Omnichannel Commerce Playbook

March 13th, 2020
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
With contributors:
Fiona Swerdlow , Nicole Murgia

Summary

Although having a functioning omnichannel fulfillment program is now a basic necessity, many retailers still fail to meet customer expectations. They also struggle to fully understand program profitability. Digital business pros who lead omnichannel fulfillment initiatives need to move from implementing to optimizing their programs. This report provides digital business leaders with best practices on how to operate a successful omnichannel fulfillment program today and in the future. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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