Forrester: The Omnichannel Maturity Assessment

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Supporting an omnichannel fulfillment program is table stakes in retail today —and particularly in light of pandemic or other market shift conditions. Organizations need to assess their omnichannel maturity to understand their current versus desired state.

This report reveals why customers are demanding more, why capabilities must evolve, and how to target areas for improvement.

Key takeaways:

• Assess omnichannel maturity across three dimensions
• Discover your positioning based on Forrester’s Maturity Framework
• Plan next steps and investments based on assessment outcomes


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