Omnichannel is no longer optional. If you ask decision-makers in German-speaking retail, as Retail Optimiser did for this report, about the ideal interaction between brick-and-mortar retail outlets and online sales lines, it soon becomes clear that they have one goal clearly in mind: To design processes that ensure customers have a seamless shopping experience across all touchpoints with their retail company.
They want to focus on the customer’s point of view regardless of the sales channel, to plan the processes in a customer-centric way.
But it is not only the need to enable seamless customer journeys across all touchpoints of a retailer’s brands that drive the initiative of the companies to dovetail their e-commerce and store operations:
Retailers have learnt that they can gain significant synergies between the sales channels and grow their business when merging services, process, technology and data of their sales channels. In this report, we shad light onto the state of play among retail companies in the DACH region but also show some lighthouse examples of omnichannel projects of retailers enabling cost savings, growth of their business and an improvement of their customers journey in one go.
In this report, we shad light onto the state of play among retail companies in the DACH region but also show some lighthouse examples of omnichannel projects of retailers enabling cost savings, growth of their business and an improvement of their customers journey in one go.
In-depth expert with top decision makers
For this report, the editorial team of The Retail Optimiser conducted in-depth interviews with experts from the retail sector. Among others participated
o Benjamin Beinroth, Member of the Executive Board of Fressnapf Group,
o Michael Berghoff, Chief Digital Officer of Christ Group,
o Hans-Jörg Blaeser, Head of IT of Ernsting’s family and
o Ulf Adebahr, former member of the Executive Board of Schwarz IT.
Find out, how retailer companies and their customers already benefit from breaking the slios of their sales channels and which challenges they are still facing.
