According to a survey by BRP, the top priority for retailers is “to enable a seamless customer experience online and in the store.”
BRP defines this “unified commerce” initiative as the evolution of both multi-channel and omni-channel retailing to provide seamless shopping experience for customers anywhere. The survey offers insights into retailers’ current capabilities, planned initiatives, priorities and future trends as identified by each respondent’s top supply chain professionals.
Today’s customer expects a consistent brand experience and accurate inventory availability and visibility in real-time. To meet these expectations, progressive retailers are shifting their business organization and supply chain away from distinct shopping channels into a seamless, unified, customer-facing experience.
Key Survey Findings
Delivering unified commerce supply chain include:
Focused On Unified Commerce – 54% are in planning stages & 39% currently implementing solutions
Cross-channel Inventory Fulfillment – 75% of retailers can fulfill inventory across multiple channels
Corporate Initiative – 63% identified seamless customer experience anywhere as a top priority
Achieving unified commerce:
Organizations Have Silos – 22% of companies have merged into a single organization
Managing Supply Chain With Spreadsheets – 46% use static spreadsheets to manage their supply chain planning
Limited Cross-channel Inventory Visibility – 40% provide in-store ATP visibility to customers yet only 20% have the same visibility for their internal staff