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Enable Omnichannel Commerce That Delights Your Customers

Create a cohesive omnichannel framework that supports the right transactions through the right channels for the right customers.

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  • 8 anonymous contributors
  • Today’s customers expect to be able to transact with you in the channels of their choice. The proliferation of e-commerce, innovations in brick-and-mortar retail, and developments in mobile commerce and social media selling mean that IT organizations are managing added complexity in drafting a strategy for commerce enablement.
  • The right technology stack is critical in order to support world-class e-commerce and brick-and-mortar interactions with customers.

Our Advice

Critical Insight

  • Support the right transactional channels for the right customers: there is no “one-size-fits-all” approach to commerce enablement – understand your customers to drive selection of the right transactional channels.
  • Don’t assume that “traditional” commerce channels have stagnated: IoT, customer analytics, and blended retail are reinvigorating brick-and-mortar selling.
  • Don’t buy best-of-breed; buy best-for-you. Base commerce vendor selection on your requirements and use cases, not on the vendor’s overall performance.

Impact and Result

  • Leverage Info-Tech’s proven, road-tested approach to using personas and scenarios to build strong business drivers for your commerce strategy.
  • Before selecting and deploying technology solutions, create a cohesive channel matrix outlining which channels your organization will support with transactional capabilities.
  • Understand evolving trends in the commerce solution space, such as AI-driven product recommendations and integration with other essential enterprise applications (i.e. CRM and marketing automation platforms).
  • Understand and apply operational best practices such as content optimization and dynamic personalization to improve the conversion rate via your e-commerce channels.

Research & Tools

Start here – read the Executive Brief

Read our concise Executive Brief to find out why you should think strategically about e-commerce strategy, review Info-Tech’s methodology, and understand the four ways we can support you in completing this project.

1. Identify critical drivers for your omnichannel commerce strategy

Take a persona- and scenario-driven approach to defining the right business drivers for your commerce strategy.

2. Map drivers to the right channels and technologies

Create a commerce channel matrix and understand the two key enabling technologies – POS and e-commerce platforms.

Guided Implementations

This guided implementation is a five call advisory process.

Guided Implementation #1 - Identify critical drivers for your omnichannel commerce strategy

Call #1 - Validate customer personas.
Call #2 - Validate commerce scenarios.
Call #3 - Review key drivers and metrics.

Guided Implementation #2 - Map drivers to the right channels and technologies

Call #1 - Build the channel matrix.
Call #2 - Technology and trends discussion.

Member Testimonials

Unlock Sample Research

After each Info-Tech experience, we ask our members to quantify the real time savings, monetary impact, and project improvements our research helped them achieve. See our top member experiences for this Blueprint, and what our clients have to say.




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Federated Co-operatives Limited

Guided Implementation




Altro Limited

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McCormick Canada, Inc

Guided Implementation




Textron Inc.

Guided Implementation




Liquor Control Board of Ontario

Guided Implementation




Northgate Markets

Guided Implementation




Search Code: 86670
Published: September 19, 2018
Last Revised: September 19, 2018

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