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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

Featured Trends

Cloud Synthesis

Retailers are sitting on a wealth of data, but these valuable insights often get lost between disparate teams and siloed channels. Data-driven communication channels can help optimize communication between factories, warehouses, stores and other supply chain elements, sharing key information between partners through cloud infrastructures and keeping everyone on pace to deliver excellence.

Demand Forecasting

Mining insights from marketplace, consumer and competitor data, AI business intelligence tools forecast industry shifts and make proactive changes to a company’s marketing, merchandising and business strategies.

Elevated POS

Retailers are leveraging interactive digital & mobile-app displays harnessing tech like AI, AR and VR that allow shoppers to search and discover product information as well as other other relevant information to elevate their shopping experience. This includes adjusting in-store displays, pricing and service through biometric recognition to reflect customer profiles, loyalty accounts or unlocked rewards and promotions—creating a custom shopping experience for each visitor, at scale.

Omnichannel Optimization

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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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