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Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap

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A commissioned study conducted by Forrester Consulting on behalf of Accenture Interactive 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.

Read more: http://www.accenture.com/us-en/Pages/insight-customer-capabilities-omni-channel-commerce-gap.aspx

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Customer Desires vs. Retailer Capabilities: Minding the Omni-channel Commerce Gap

  1. 1. Customer Desires Vs. Retailer Capabilities: Minding The Omni- Channel Commerce Gap
  2. 2. 2Copyright © 2014 Forrester Research, Inc. All rights reserved. • Customers crave an omni-channel experience, but a significant disconnect exists between what consumers want and the experience that retailers are providing them today, according to new research* from Accenture and hybris software, an SAP company. The Omni-Channel Commerce Gap *Accenture and hybris commissioned Forrester Consulting to conduct an online survey of 1,503 omni-channel shoppers and 256 retail and manufacturing organizations in the US, UK, France, and Germany. The study (Customer Desires Vs. Retailer Capabilities: Minding the Omni-Channel Commerce Gap) was completed in December 2013.
  3. 3. 3Copyright © 2014 Forrester Research, Inc. All rights reserved. The Omni-Channel Commerce Gap Omni-Channel Ideal vs. Retailer Realities
  4. 4. 4Copyright © 2014 Forrester Research, Inc. All rights reserved. The Omni-Channel Commerce Gap Omni-Channel Ideal vs. Retailer Realities
  5. 5. 5Copyright © 2014 Forrester Research, Inc. All rights reserved. Forrester’s study yielded four key findings: 1. ​Technology investment is critical to enabling exemplary omni-channel customer experience. 2. Omni-channel customer experience is now a brand differentiator. 3. Many retailers have reached a false state of omni- channel comfort. 4. New titles alone won’t cut it — retailers must abolish siloed channel strategies altogether. Executive Summary: Beware Of The False Summit
  6. 6. 6Copyright © 2014 Forrester Research, Inc. All rights reserved. • Stop playing catch-up and start integrating your channels now. • Leverage technology to enable a seamless experience. • Create a cross-functional omni-channel leadership team. • Establish clear goals that bridge the gap between your customer’s expectations and your existing capabilities • Create success metrics and incentive structures that drive omni-channel results. • Understand that success may take longer to see. • Turn your physical store into a service and engagement center. • Remain agile. Executive Summary: Key Success Factors To Embrace
  7. 7. 7Copyright © 2014 Forrester Research, Inc. All rights reserved. @Accenture Click Here Read the Full Study @hybris Click Here
  8. 8. 8Copyright © 2014 Forrester Research, Inc. All rights reserved. • Accenture – accenture.com/omni-commerce or accenture.com/seamless – @AccentureSocial or @AccentureRetail • hybris – hybris.com – @hybris_software Contact the Study Sponsors to Learn More

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