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.
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.
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.
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:
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.
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.Real Time Inventory
Advancing the merchandising process by implementing next-gen technologies that allow for accurate real-time inventory, staffing, distribution and delivery adjustments as well as consumer behavior data to stock the right product at the right place and time. This includes leveraging purchase and in-store behavioral data to make quick pivots or anticipate shifts and be the first to market with new products that meet emerging needs.Multisensory Retail
Leveraging scent as an added layer of an immersive experience for visitors.
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Through an on-demand chat feature, Stan, The Standard Hotel’s six U.S. boutique locations are offering guests a more personalized and direct line of communication. Using the platform Elated, Stan is able to quickly connect guests with the appropriate department through text, eliminating the need for additional apps, phone calls and wait times. To confirm check out times, request amenities or order room service, guests are able to simply text with the virtual associate for an instant response.United Airlines Launches QR-code Powered Virtual ‘Agent on Demand’ Services