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