 | According to the January 2012 Omni-Channel Retail Experience report, leading retail and consumer markets organizations are making the move to align the brand, align their product offerings, and align their marketing messages to achieve a uniform customer experience across all channels. While these organizations are focused on how to align the experience across channels, there is still a significant gap facing consumers. This gap goes beyond the alignment and integration of business processes and technologies; it comes down to a fundamental disconnect on the part of organizations to fully understand the importance of a connected experience. Between February and March 2012, Aberdeen investigated the state of the omni-channel customer experience for 80 consumer markets organizations. This Research Report will examine how Best-in-Class companies are bridging the channel gap to provide a consistent and reliable customer experience regardless of channel. Request Free! |
