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Retailers: Extend Omnichannel Capabilities To The Customer, Not Just Operations

Benchmarks: The Omnichannel Commerce Playbook

December 19, 2018

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

Why Read This Report

Forrester's 2018 Retail Omnichannel Capabilities Assessment benchmarked eight leading European retailers and two in the US to help digital business executives understand how their omnichannel capabilities compare with their peers and best practices. Out of a possible score of 100, our assessment revealed scores ranging from 42 to 91. The high variance reflects how retailers invest differently and how successfully they have implemented omnichannel initiatives across online experience, channel consistency, in-store pickup, and in-store experience. This is an update similar to the 2017 assessment of the capabilities of 16 UK and US retailers.

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Table of Contents

  • Omnichannel Capabilities Vary Greatly Across Markets
  • Omnichannel Capabilities Must Impact Customers Alongside Operations
  • Recommendations

  • Continually Test And Hone In-Store Execution, Not Just Speed
  • How Forrester Can Help

  • Identify Your Omnichannel Strengths And Weaknesses
  • Supplemental Material
  • Related Research Documents

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