Differentiate with digital

Time To Assess Your Omnichannel Maturity

Brendan Witcher
Principal Analyst
May 24, 2017

It's a fact: Every time customers are exposed to improved shopping experiences, their expectations are immediately reset to a new higher level. Today’s empowered customers expect seamless brand interactions across every touch point, forcing organizations to replace outdated thought-processes and legacy systems with new ways of doing business. That said, many digital strategy and commerce leaders are either not sure where to start, or simply failing to deliver excellence within customer journeys through existing omnichannel capabilities. Forrester’s Omnichannel Maturity Assessment tool, created by Claudia Tajima and myself, helps organizations discover their current maturity level, and understand what steps they need to take to reach omnichannel mastery. 

The assessment challenges organizations to evaluate their retail business across three dimensions:

  • Digital customer experience
  • Digital operational excellence
  • Omnichannel customer engagement

Organizations must score themselves across seven modern omnichannel capabilities that leading retailers are executing today:

  • Enterprise inventory visibility
  • BOPIS
  • Ship-from-store
  • Ship-to-store
  • Endless aisle
  • Omnichannel value adding services

To find out your organization's maturity level and start planning your road map, take The Omnichannel Maturity Assessment today. 

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