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For eBusiness & Channel Strategy Professionals

It's Time For Retail Stores To Open Their Doors To The Digital Org

Organization: The Digital Store Playbook

May 14, 2018

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This is the Organization report in The Digital Store Playbook For 2020.

Why Read This Report

Digital business mastery and serving customers consistently across their shopping journeys are shattering traditional retail silos. Managing P&L statements in channel silos drives companies to engage in strategies that support the objectives of the channel, rather than the needs of the customer. This report takes a deep dive into the restructuring efforts that major retailers are undergoing to consolidate their online and offline divisions into single retail groups focused on company, not channel, metrics. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

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Table of Contents

  • Channels Are For Televisions, Not For Customer Experiences
  • Companies Must Go "All-In" When Converting To Omnichannel
  • Organizational Consolidation Will Be A Multiyear Journey
  • Recommendations

  • Obsess About Your Customer To Banish Channels For Good
  • What It Means

  • eCommerce Becomes Part Of Global Retail
  • Supplemental Material
  • Related Research Documents

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