Trends Report

Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

Processes: The Omnichannel Commerce Playbook

March 13th, 2020


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.

Want to read the full report?

Contact us to become a client

This report is available for individual purchase ($1495).

Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.