Omni-channel Retail How to Transform Physical Challenges into Digital OpportunitiesFulfilling the Promise of Matrix Commerce in the Physical Store 


Electronic commerce, mobile technology, apps, flexible distribution centers and varied delivery methods are all part of what has been called omni-channel commerce. The modern consumer is the driver of this retail revolution. Retailers are acutely aware that consumer power continues to grow in the retailer–consumer equation. In order to maintain their market shares, retailers are scrambling to find ways to provide customers the highest degree of perceived service. Consumers’ expectations and demands for a high degree of rich experience continue to drive retailers’ efforts to create and implement new methods of service. 

Retailers and consumer packaged goods (CPG) makers have been focusing on bolstering their omni-channel approaches to customers. While their expertise in the front end of omni-channel retail has grown, other parts of their supply chain remain works in progress. However, there are opportunities for savvy retailers and CPGs to unlock new tactics to meet their customers’ needs as well as to grow market share. 

This report address three areas where retailers and CPG firms need to better integrate their customer experience and commerce strategies moving forward. The three areas are: improving the last mile of retail; using workforce management to improve the retail experience; and responding to changing business models faster. 

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