Consumers have an insatiable appetite for seamless retail experiences, demanding access to more shopping channels and formats. Many retailers are not ready for this omnichannel era and lack the complete functionality consumers crave.
In an omnichannel environment, retailers may need to overhaul their operations from all angles. In our experience, retailers need to link up the front and back ends to create seamless experiences across the customer journey.
This report examines the key back-end strategies retailers need to become omnichannel operators. Drawing on Accenture’s global experience, we have identified five key factors organisations should develop.