Omnichannel capabilities are a necessary factor for retailers selling online as well as operating on high streets. Store networks have been going through uncertain times with closures, reformatting and regeneration, kiosks and tablet devices being rolled out by digital teams to store colleagues, and click and collect services bringing in additional footfall and responsibilities.
“Only 52% of survey respondents are happy or very happy with the experience their stores are able to offer customers.”
In this whitepaper, we examine how retailers are putting in the foundations for growth, overcoming legacy and introducing new innovations to bring together their on- and offline capabilities around customer orders, stock, staff and the physical store environment.
Featuring case studies from Marks & Spencer, Waitrose/John Lewis, Sainsbury’s Argos and Specsavers.
Key survey results:
- 88% say digital store is important or very important
- 41% say their stores have the necessary capabilities to some extent
- 56% say they see capital investment as a challenge to some extent in realising their vision
- 58% see clarity of vision as a challenge
