Omnichannel Optimization

Within an increasingly digital-first retail landscape, the rate of tech adoption among consumers is accelerating, placing new expectations on retailers to deliver omnichannel experiences and capabilities. Organizations must transform their end-to-end operations to deliver heightened levels of service and personalization across all touchpoints within the customer journey, which requires key investments in data systems and technology.

Moving from a reactive to proactive business model, AI-backed, cloud-based businesses are improving efficiencies, elevating the consumer experience through improved infrastructure and application reliability, and building consumer trust by ensuring security and privacy. Within this report, explore through three key pillars how retailers and businesses are optimizing their omnichannel operations, leveraging automated and intelligent services to deliver greater personalization, remote one-to-one support, and greater collaboration through real-time insights.

Published 2020

This 15-page research paper includes:

  • A look at how top retailers are leveraging data & tech investments to enhance the customer journey, supported by industry quotes and stats
  • Three pillars for omnichannel optimization, comprising six leading trends showcasing how to implement data, AI and cloud solutions to amplify employee workstreams, improve clienteling, optimize inventory, streamline logistics, and more
  • 18 trend-supporting exemplary case studies


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