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Omnichannel Retail Survey

IBM report reveals gaps in omnichannel retail across Europe

Survey finds retailers excel at pricing consistency but fail at in-store service. True competitive advantage in the evolving omnichannel world depends on a retailer’s ability to deliver an authentic, integrated, customer-centric shopper experience across all channels and touchpoints. The research represented IBM's first European Omnichannel Capabilities Index report (OmCI), and retailers were assessed against 75 criteria across 13 categories to measure how well they performed in providing the basics of good customer experience, against the backdrop of an increasingly digitalised consumer market. The full IBM report 'Authenticity and advantage in an omnichannel world', which included 33 UK retailers, is available to download here (pdf, 629KB)

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Martin Butler, Retail Industry Leader for IBM UK and Ireland, shares his thoughts on the key trends driving innovation in Retail in 2014 and beyond.

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Savvy retailers are experimenting with technology to transform stores into "playgrounds" for the millennial.

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