Close

Choose a country

United KingdomEnglish
South AfricaEnglish
IndiaEnglish
NordicsEnglish
NorwayEnglish
DenmarkEnglish
FinlandEnglish
SwedenEnglish
LatviaEnglish

Omni-Channel in Retail

Whitepaper
12th February 2014

Omni-Channel in Retail: Serving Customers in an Omni-Channel Future

Retail growth is back. According to the Office of National Statistics, UK sales are up 6.9%, the highest annual growth since May 2004.

So, it would appear that good times have returned and it’s time to focus on sales, sales and sales! Perhaps not. New research indicates that consumers are growing frustrated with retailers who seek to maximise revenues by selling to them over multiple channels, while allowing the service experience to wither for lack of investment. Today’s shoppers say they are experiencing a service deficit, when the sales promise is let down by the service experience.

Omni-channel customers outspend multi-channel shoppers by 20%. Can retailers afford to ignore the needs of today’s connected customers? In very many ways, the omni-channel future has arrived; the omni-channel customer certainly has.

This paper examines what a truly omni-channel experience delivers to customers, why it’s good for business and the steps needed to achieve it.

Simply fill in your details below and you will get instant access to the free paper.

Number of pages: 20 Date published: 12th February 2014

Fill in the form to download the white paper.

Why do I need to fill in the form? We will always keep your personal information safe. We ask for your information in exchange for a valuable customer experience analysis resource in order to send information to you that we think may be of interest and to send you communications that we think may be of value to you. View our Privacy Policy here. Is this really free? Absolutely. We’re just sharing some valuable knowledge that we hope you’ll find useful.

News & Insights

Recommended for you
Solution Designer
Service Provider
Technology Enabler
News
Webhelp Wins Four Awards in the 2017 BPeSA and CCMG Awards

  Leading global customer experience and business process outsourcing expert Webhelp has been named the top operator in four categories at this year's BPeSA and CCMG Industry Awards.   For the first time this year industry bodies BPeSA and CCMG joined forces to run a combined awards process. The BPO and contact centre industry in South Africa is building its reputation on the...

News
Leading business process outsourcer Webhelp officially unveils new site in Riga

RIGA, AUGUST 24, 2017. Leading global business process outsourcing and customer experience expert Webhelp, officially unveils a new site in the capital of Latvia, Riga to create more than 200 jobs by the end of the year. It allows Webhelp to expand and offer Russian language capability from a new...

Case Studies
Insight Partnership with a Major Telco Provider

...

Whitepaper
Digital Coaching: Retailer Feature

'Wouldn't you rather not call me?' Why the contact centre's biggest contribution to retail success is to drive contact online. Two years ago the global consulting firm Deloitte threw a cat among the retailing pigeons with its prediction that by 2020 physical stores would be replaced by...

Blog
[Infographic] Transformation of Outsourcing: From the 60s to the present day

Outsourcing has well and truly transformed over the decades... From the first known 'call centre' in the 60s, to the Continental Airlines telephone booking system off the 70s, through to the multichannel options available on our mobile phones today... ...it's easy to see how customer...