Supporting an omnichannel fulfillment program is table stakes in retail today — and particularly in light of pandemic or other market shift conditions. Organizations need to assess their omnichannel maturity to understand their current versus desired state. This report reveals why customers are demanding more, why capabilities must evolve, and how to target areas for improvement. This assessment will help e-commerce professionals explain where their company stands vis-à-vis the competition so the executive team can guide (and fund) the strategic plan to the next level. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.
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