Why We Conducted This Research.

Retailers are responding to consumer needs by offering greater choice of shipping and delivery options.

  • 95% of shoppers say they would go elsewhere1 if a retailer couldn’t offer delivery to suit their needs
  • 26% of retail CEOs’ capital budget is being spent on omnichannel readiness2, specifically the “omnichannel basket of capabilities”

1 - Retailers Under Pressure This Christmas | Shutl.    2 - JDA & PWC CEO Survey 2016 | JDA & PWC.

But, are they equipped to deliver a consistent, profitable customer experience?

To enable these new capabilities, retailers must fine tune or re-architect their supply chain and order fulfillment business processes and systems.

How are they faring?

What We Hoped to Learn.

PROFITABILITY
How profitable are retailers’ omnichannel order fulfillment initiatives?
BUSINESS CHALLENGES
What key issues do retailers face in further improving profitability of omnichannel order management?
MANAGING COMPLEXITY
How well are retailers equipped to manage the increased complexity of omnichannel order management?
TECHNOLOGY
What are the most glaring functional gaps in retailers’ omnichannel order management systems?
FOOD VS. NON-FOOD
What can we learn by observing two unique retail formats at different stages of digital transformation maturity?
US VS. EUROPE
What are the key differences in retailers in the two largest retail markets?

Research Demographics

A Robust Survey of Qualified Retail Executives in USA and Northern Europe

Incisiv conducted a quantitative and qualitative survey of 62 retail executives spanning key business functions such as ecommerce & digital, supply chain and store operations.