Strategic Omnichannel Journey Design

This PSFK guide is an omnichannel journey design report on leveraging contextual engagement to power every stage of the purchase path online and in store.

Executive Summary

In today’s retail environment, shoppers are increasingly using multiple channels to complete a single purchase. They think and act with a hybrid mindset, seamlessly moving between online to offline and back again to complete their shopping task. With so many more options available for how, when and where consumers can discover, research, browse and buy, retailers and DTC brands now have to meet them in all places at all times with the appropriate offer to drive them to the right next step.

Report Overview

Within this omnichannel journey design report, PSFK researchers describes 10 key trends-led strategies along five stages of the omnichannel purchase journey with a focus on how digital connects to a bricks & mortar visit and the evolving role of the store in delivering a personalized and adaptive service, experience and transactions. Technology and intelligent use of data underpin each of these stages with case studies from leading retailers, brands and solution providers to bring them to life. These findings are substantiated with marketplace research and expert insights and framed by PSFK analysis to highlight opportunities.

What You’ll Learn In This Report

• Why omnichannel journey design requires a holistic channel strategy that thinks in connections rather than siloes to share operational resources like data, inventory and staff, with a singular focus on delivering an amazing customer experience.
• Why a customer journey to a sale might start in a social media feed and wind up with a product being rung up at checkout or it could just as easily begin inside a store while browsing the aisles and end with a package being dropped off on their front doorstep.

Watch A Presentation of This Research plus Expert Opinion

What’s In This Report?

To help our community of retail insiders better understand how to design a their customers’ new purchase part, PSFK has identified 10 key strategies.

This 49-page omnichannel journey design report includes:

• A five-stage framework comprising the omnichannel purchase journey
• 10 leading trends-led strategies with a focus on how digital connects to a bricks & mortar visit
• Consumer insights, industry stats and expert quotes
• Best-in-class exemplary case studies

Who Prepared This Report?

This report on omnichannel journey design was developed by the same PSFK research department that since 2004 has provided trends-led innovation consulting advice to Apple, BMW, Facebook/Meta, Google, Microsoft, Samsung and Volkswagen.