Most retailers, consumer good companies, distributors and online pure players have made significant investments in building omnichannel capabilities in recent years.
For all players, omnichannel requires a dramatic and fundamental shift in mentality from cost-centric, largely hidden from view supply chains to front-and-center, customer-centric operations.
This article presents a new way of thinking about the operational implications of omnichannel retail and two steps retailers should take to survive and win in the new world:
- Consider four key plays – focus on four “plays” that will drive customer-centric operations
- Think and build agile – design your organization and infrastructure to be flexible, innovative – one that embraces change rather than runs from it
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