Trends Report

Retailers Must Reevaluate The Employee’s Role In Their Omnichannel Program

September 3rd, 2020
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst

Summary

Retailers that are investing in omnichannel strategies must ensure that employees who support both digital and physical channels are aligned on the program’s purpose, processes, and goals. Many retailers don’t believe they have the right people with the right skill sets in omnichannel roles; a significant percentage report that it was “very challenging” to set up various staffing elements of their omnichannel program. Retailers must enable their store staff with the right resources, training, and incentives to successfully execute their omnichannel strategy — or suffer the consequences of poor customer experiences and lost sales. If you have questions, book an inquiry for help.

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