A commissioned study conducted by Forrester Consulting on behalf of Accenture and hybris software reveals a disconnect between what consumers want from an omni-channel retailer and the omni-channel capabilities that retailers are providing today.
Omni-channel retail is fast becoming the norm. Consumers have heightened shopping expectations in the era of omni-channel. Despite massive investments in people, process and technology, retailers are struggling to even come close to meeting the omni-channel expectations of their customers.
This comprehensive study from Forrester Consulting offers a view of the omni-channel landscape from both consumer and retailer perspectives. It also provides invaluable insights for retailers to move past common barriers as they invest in omni-channel initiatives.