Omni-channel in 2015 - Retail at a crossroads?

In a new report from LCP - The Omni-channel dilemma - a broad spectrum of 100 retailers from the UK and USA were researched.  Phil Streatfield and Stuart Higgins, both Partners at LCP, sum up the key findings from this research.

"Overall there are five key lessons for retailers in the year ahead"

Customer expectations around personalisation, convenience and consistency of service continue to drive change

The omni-channel future is not inevitable for all: different strategic positions are emerging with omni-channel pioneers and optimised multi-channel/pure-play retailers the likely winners

Boards need to be clear about which retail operating model they want to build and need fully understand the implications of the choices they make

For those retailers pursuing an omni-channel strategy, the key message is that back-end capabilities must be aligned with front-end customer promises

Omni-channel pioneers who have realigned their business operating models are reaping the benefits in three areas

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