By Matt Pillar, chief editor
November 2016 Innovative Retail Technologies
Despite inventory visibility and customer experience management falling into place, merchants face legacy challenges to true omni-channel.
According to Digital Divergence: The Future of Digital Commerce, the most recent e-commerce benchmark report from Retail Systems Research (RSR), retail winners have a high expectation of the omni-channel customer experience they provide. Report authors Nikki Baird and Steve Rowen write that they “expect to be able to provide a single customer journey across channels, defined through a single owner of the brand experience. And they increasingly expect that their e-commerce platform will ultimately deliver the digital parts of that brand experience.”