Forrester Consulting discovered the following about customer desires vs. retailer capabilities:
- Technology investment is critical to enabling exemplary omni-channel customer experience.
- Omni-channel customer experience is now a brand differentiator.
- Many retailers have reached a false state of omni-channel comfort.
- New titles alone won’t cut it — retailers must abolish siloed channel strategies altogether.
Read this white paper to learn more about omni-channel retail and consumer expectations.