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Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

Processes: The Omnichannel Commerce Playbook

March 13, 2020

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

Why Read This Report

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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Table of Contents

  • Overcoming Process Challenges Is Key To A Retailer's Success
  • Follow Forrester's Three-Step Guide To Omnichannel Success
  • Recommendations

  • Omnichannel Process Optimization Is An Enterprisewide Initiative
  • Supplemental Material
  • Related Research Documents

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