Enabling Omni Channel Retail Innovation

The retail industry has been aggressive in their e-commerce efforts and reaching customers on multiple touch points, both online and in the brick and mortar locations. But as consumers increasingly demand the ability to use all channels, be it in-store with a customer service rep, online, through mobile, on TV or in a catalog, retail can use omni-channel strategies to realize the full potential of digital both online and off. Where are we in enabling this seamless experience such that retailers can achieve this transformation? What innovative steps have been taken thus far, and what results have we seen that would justify an ongoing investment?

Guest: Adam Silverman, Principal Analyst, Forrester(Omni-Channel)

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