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Research Dec 2021
... Many organizations have focused on offering omnichannel commerce, while unified commerce brings customer journeys into the perspective. Application leaders should understand the difference between the two concepts to plan the commerce experience for the future. Gartner Research ...

Analyst(s):   Sandy Shen
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Research Oct 2021
... Many organizations have focused on offering omnichannel commerce, while unified commerce brings customer journeys into the perspective. Application leaders should understand the difference between the two concepts to plan the commerce experience for the future. Gartner Research ...

Analyst(s):   Sandy Shen   |   Mike Lowndes
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Daily Insights January 04 2021
... commerce within the app. Out of these,linking to brand sites is the most popular function, with a 100% adoption rate by luxury brands. Providing omnichannel capabilities such as store locator and offline visit reservation is the second most popular function, with a 64% adoption rate. For example, Louis ...
Daily Insights March 12 2021
... likely out of their hands. A Genius brand in both Gartner’s Digital IQ Index: Big Box and Digital IQ Index: Grocery, Walmart wins by focusing on omnichannel at its finest. For example, incorporating incorporating curbside pickup and delivery into online series Walmart Cookshop This way, consumers are ...
Research Feb 2021
... Gartner Research The scale and complexity of COVID-19 vaccine administration programs require new approaches, and proactive consumer engagement is emerging as a critical success factor. HDO CIOs should use this research to identify opportunities to digitally enable vaccine administration across their ...

Analyst(s):   Sharon Hakkennes
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Research Feb 2021
... Gartner Research COVID-19 has triggered change in life science organizations’ in-person sales models. CIOs must partner with executive peers to harness new digital engagement pathways with healthcare providers and accelerate progress toward their CEOs’ vision of digital customer engagement. More Detai ...

Analyst(s):   Animesh Gandhi
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Research Apr 2021
... By the end of 2021, digital commerce is expected to overtake direct sales as the most used channel for B2B selling. Application leaders at B2B sellers should use this report to identify how to further increase adoption of the digital commerce channel. Gartner Research ...

Analyst(s):   Sandy Shen   |   Mark Lewis
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Blog Post October 28 2021
... What is multichannel marketing? Multichannel marketing refers to marketing efforts utilising multiple communication channels to engage with customers and prospects. The way it's enacted varies but there are two general approaches: Channel-led approach: seek to optimise performance by ex ...

Analyst(s):   Matt Moorut
... needed to manage its various customer touchpoints effectively and organically, so it has undertaken a shift toward omnichannel. Most critical priority Shimojima is undertaking an omnichannel strategy to expand its sales channels and is exploring ways to create new business through organic customer management ...
Blog Post July 16 2021
... on consumers' interests in hands-free technology and physical store, retail brands should pursue a smart retail strategy and offer an immersive omnichannel experience for their customers. China has been leading the execution of smart retail and here are some lessons for the West.  Smart Technology Utilizing ...

Analyst(s):   Wilson Zhao
Webinar On-Demand
... social media, display advertising, mobile and site-specific data and reveal which brands are establishing best practices and delivering a robust omnichannel experience.
We have also included insights on the current market climate and Gartner’s COVID-19-related research.

Questions about watching ...

Analyst(s):   Bill Duffy   |   Evan Bakker   |   Karen Lee
... and see a cost savings of almost $1 million. Most critical priority The team realized that if they could successfully implement an “Intentional Omnichannel” strategy, and migrate 100% of clients to digital self-service, they could realize significant cost savings with low risk to the client experience ...
Daily Insights September 02 2020
... As consumers begin to feel more comfortable shopping in brick-and-mortar stores, luxury brands ramped up investment in offline activations and omnichannel (O2O) capability to attract foot traffic. As an essential part of luxury brands’ strategy in China, offline activations not only drive foot traffic ...
Daily Insights July 08 2020
... rising from Average to Gifted to become a top 10 Index brand. Existing omnichannel capabilities allowed the brand to respond quickly to changing circumstances and capitalize on the new position. The brand promoted its new omnichannel offerings, such as curbside pick up, through homepage pop-ups and by ...
Research Dec 2016
... interaction and sales channels, but it has taken time for the retail industry and consumers to reach full omnichannel potential. L2's analysis found that leaders break away by employing omnichannel tactics across the entire retail operation. ...

Analyst(s):   L2 Intelligence Team
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Research Dec 2016
... Gartner Research As China’s brick-and-mortar retailers feel the e-commerce pinch, omnichannel initiatives offer a digital path. With high consumer demand for omnichannel capabilities, e-tailers are developing capabilities like synchronized inventory and loyalty programs, online in-store event promotion ...

Analyst(s):   L2 APAC Team
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Research Mar 2018
... Research Omnichannel has become a cornerstone of retail strategy, but few brands have managed to provide online and in-store solutions that are synchronized and sophisticated. Despite the challenges of successful execution, even the most reluctant sectors are converging on baseline omnichannel offerings ...

Analyst(s):   L2 Intelligence Team
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Research Jul 2016
... infrastructure vendors are focusing on offering an integrated omnichannel customer engagement platform to improve their appeal to the customer service software market. We explore various procurement strategies IT leaders can adopt to achieve their omnichannel business goals. Key Challenges Introduction Analysis ...

Analyst(s):   Olive Huang   |   Michael Maoz   |   Jim Davies   |   Drew Kraus   |   Brian Manusama   |   Steve Blood
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Interactive January 29 2021
... To benchmark omnichannel performance holistically, Gartner plotted brands on a two dimensional grid based on the degree to which they incentivize in-store versus e-commerce activity. The scores are based on brand site omnichannel solutions, especially features appearing on ...
Interactive January 29 2021
... To benchmark omnichannel site enablement and digital marketing performance, Gartner tracked 92 retailers and select direct-to-consumer (DTC) brands with multiple brick‐and‐mortar stores. We then plotted them on a two-dimensional grid based on the degree to which they integrate omnichannel website capabilities ...
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Omnichannel

... Omnichannel is the seamless integration of digital and physical assets, typically in retail. Experience Gartner conferences Master your role, transform your business and tap into an unsurpassed peer network through our world-leading virtual and in-person conferences. Gartner Webinars Expert insights ... Gartner Glossary