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Perspectives

Omni-channel Retailing: Notes from the Field

2015-09-22


Omni‑channel retailing is no longer optional. Customers expect to be able to shop seamlessly across channels. Done right, it results in higher footfalls and sales for retailers as well. We examined retailers that seem to have gotten omni‑channel right and learned from their experiences.

Omni‑channel retailing is no longer optional. Customers expect to be able to shop seamlessly across channels. Done right, it results in higher footfalls and sales for retailers as well. We examined retailers that seem to have gotten omni‑channel right and learned from their experiences.


This infographic summarizes our findings and provides striking examples of omni‑channel success across retail sectors. It presents shoppers' expectations and highlights the gap between those expectations and retailers' efforts. It also lists the common pitfalls that can trip‑up retailers and mar the customer experience.

Figure 1

To learn more, read our Perspectives article, The Future of Work: A Practitioner's Perspective. Visit Cognizant Digital Works for more on digital experiences and the Code Halos section of our website to find out more about Code Halo thinking. Or visit the omni‑channel section of our website to learn more about omni‑channel transformation.

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Omni-channel Retailing: Notes from the Field