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Omnichannel Mastery: Optimize Fulfillment And Engagement

Continuous Improvement: The Omnichannel Commerce Playbook

February 5, 2018

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This is the Continuous Improvement report in The Omnichannel Commerce Playbook For 2019.

Why Read This Brief

Omnichannel fulfillment capabilities — the ability to offer the customer cross-channel visibility and ordering options — have become standard offerings for leading retailers. Many started by offering the ability to order online for in-store pickup, and they now offer ship-to-store, endless aisle, and even "buy online, return to store" services. This report examines the current state of these offerings, how retailers are overcoming execution challenges, and how to conduct and track continuous improvement.

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Table of Contents

  • Omnichannel Is Maturing — And Your Program Must, Too
  • Customers Now Expect Omnichannel Fulfillment Options
  • Recommendations

  • Optimizing Omnichannel Requires Strategic Adjustments
  • Supplemental Material
  • Related Research Documents

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