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Envisioning The Future Of Omnichannel Commerce

Vision: The Omnichannel Commerce Playbook

June 11, 2020

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This is the Vision report in The Omnichannel Commerce Playbook For 2020.

Why Read This Report

Omnichannel is not a new concept, but B2C, B2B, and even B2B2C companies still grapple with how to transform from multichannel to omnichannel. Omnichannel capabilities cover four key areas: view of the customer, engagement, fulfillment, and pricing. In fact, the COVID-19 pandemic has turbo-charged the speed with which retailers focus on omnichannel fulfillment. This report helps digital business professionals understand how to transform, why these areas are separate projects, and why these capabilities are critical to win and retain business from empowered customers. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

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