How to Become an Omnichannel Retailer

For omnichannel retailing to be most effective, retailers must be willing to connect to consumers in new ways. Reinventing the customer experience means more than just protecting sales; it's about creating a deeper connection and providing true customer value.

Strategy, design and solution management must go hand-in-hand when creating a new user experience. Engaging all the stakeholders and mapping the desired outcomes and business goals will keep retailers from driving off the tracks with their investment. This is all part of a larger service design tool set that helps retailers focus on creating more value for their customers. A service experience approach provides a holistic, long-term solution that does more than change perspective — it finds real ways customers want to associate with a retailer.