This white paper discusses strategies for achieving a superior omnichannel retail experience and increasing customer loyalty. Retailers have witnessed a significant shift in consumer behavior, expanding sales channels to include numerous digital platforms. However, the traditional approach to omnichannel has fallen short of expectations.
The paper highlights common gaps in the omnichannel customer experience, such as poor product content, inadequate customer service and the challenge of integrating physical and digital experiences. It emphasises the importance of data co-ordination and technology to unify the customer journey.
The paper also introduces the concept of unified commerce, which consolidates data management and allows for consistent, coherent data across all channels. Additionally, it discusses the digitalisation of physical retail, composable commerce and the expansion of digital ecosystems to enhance the overall customer experience.