White Papers - Free Research

Unified Commerce: Where to Start and the Customer Journeys Driving the Most Profit Return


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Product Overview

Date of PublicationJanuary 8, 2020
GeographyWorldwide or by Region
LicenseEnterprise-Wide Internal - Subject to Fair Use License
FormatAdobe PDF

At its core, omnichannel describes the ability to support the consumer’s interaction and commerce with your brand regardless of how your customer decides to purchase from you.  Unified Commerce takes this one step further and includes the technology enabled retail functions (both inside and outside the company) to optimally and efficiently serve the consumer where, when and how they desire.

IHL Group researched over 300 retail brands to find what separates the winners and losers in the market when it comes to IT sophistication and the optimization of systems for each of these digital journeys. It was immediately obvious that all these retailers are seeing digital orders grow at a faster than expected pace. This has led many to the faulty assumption that, since digital orders are increasing, store orders must decline.  This is simply not true.  Instead, retail stores are being transformed into mixed experience centers with general merchandise (GMS) retailers leading the way.  But how should you transform your stores to best support these mixed experiences and which experiences are most important?

This white paper explores these topics and shares the data.

Provided for free access by Manhattan Associates

This product is free. We would ask that you adhere to our license agreement with regards to quoting sections of the research. Our full license agreement may be found below.

IHL Group License and Fair Use Agreement

All of IHL Group’s generally available research are electronic licenses and can be shared freely within the purchasing organization and wholly owned subsidiaries. We only ask that this information not be shared with partners or others outside the purchasing company without authorization from IHL Group. The license does not extend to joint ventures or other partnerships. If the relationship is not a wholly-owned subsidiary, then both parties would need a license.

Practically, this implies the following:

  1. The purchasing company can use the data and research worldwide internally as long as the international organizations are wholly owned subsidiaries of the purchasing company.
  2. The data or any research cannot be distributed in whole or in part to partners or customers without express written approval from IHL Group.
  3. The purchasing company may quote components of the data (limited use) in presentations to customers such as specific charts. This is limited to percentage components, not individual unit information. Unit data cannot be shared externally without express written approval from IHL Group. All references to the data in presentations should include credit to IHL Group for the data.
  4. The purchasing company can reference qualitative quotes in printed material with written approval from IHL Group.
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For any questions regarding this policy, please contact us at 1-888-IHL-6777 (North America) +1.615.591.2955 (International) or email us at ihl(at)ihlservices.com.