Why people are at the heart of Omnichannel retail
It seems that the key project for multichannel retailers in 2015 was for the ever-more important online business systems to be integrated into the backend systems of the business. In doing this many retailers thought that they would become “omnichannel” overnight. Able to execute “Click & Collect” with greater ease, they had visions of swanning off into the night with hordes of satisfied customers who bought across the web, store and other channels – and received great service.
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