Gartner Research

Retail CIOs Must Employ Cross-Channel Task Management to Optimize the Customer Experience

Published: 23 January 2015

ID: G00272771

Analyst(s): Kelsie Marian


Task management has largely been viewed as relative to the physical store. Now it is time for CIOs to support task management across the channels to deliver on customer expectations in the store, and prepare for the continued emergence of consumer-led digital business models.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • To deliver excellent execution, in-store retailers must first focus on the basics, which are a key success factor in fulfilling customer cross-channel shopping expectations
  • Without leveraging analytics to optimize the workforce, retailers will fail to react quickly to fast-changing store and customer needs
  • Approaching task management as a "to do" list fails to connect in-store execution to a broader multichannel strategy and overall digitalization strategy, and it hinders the customer experience

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