Survey: Reducing Friction Across The Omnichannel Customer Journey

Retailers across the spectrum see the value that omnichannel strategies bring to their organizations. This report, based on 117 responses to the fifth annual Retail TouchPoints Omnichannel Survey, reveals how retailers are mastering omnichannel by:

  • Tracking consumer activity across the omnichannel purchase journey;
  • Focusing on cross-channel inventory visibility;
  • Making inventory accessible across all channels;
  • Integrating stores more firmly into the distribution process;
  • Deploying a wider range of analytics tools;
  • Providing more cross-channel information access to customers;
  • Arming front-line associates with a wider range of data; and
  • Empowering store associates to match competitive prices.

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