Omnichannel Efforts Accelerate In 2020, And Same-Day Delivery Gains Steam

Forrester’s latest data on omnichannel strategy and execution helps retailers understand their peers’ current progress on omnichannel programs and planned investments. Most of the 53 retail and brand professionals we surveyed have implemented fulfillment services like "buy online/pick up in store" (BOPIS), endless aisle, and ship-to/from-store. If they haven’t yet, most plan to do so in the next few years. Because customers’ needs are often situational, retailers must operate in the interest of customers and protect their business from disruptive forces — by offering a full suite of fulfillment capabilities. Clients should schedule an inquiry with a Forrester analyst to see if their fulfillment options meet customers’ expectations.