Omni-channel Retail has been discussed across the industry for over a decade but the adoption still lags in large parts of retail industry. Omni-channel retail is more complex than envisaged hence the transformation has been slow and difficult. The change management aspect along-side complexity in technology transformation are biggest impediments. The pathway to achieving omni-channel is quite different for various organizations. The biggest obstacles in achieving this omni-channel transformation are as follows:

  • Lack of collaboration within various parts of the organizations
  • Fuzzy definitions of the business objectives
  • Siloed technology platforms
  • Broken supply chain processes
  • Limited data and focus on Customer Experience and Customer Journey
  • Lack of innovation and business model transformation
  • Lack of Agile processes

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These set of roadblocks require a clear focusses strategy for this transformation. So what is the solution?

There are no simple answer but what is needed is a playbook which outlines set of factors which will define this transition to omni-channel retail.

Table of Contents:

  • Why Omni-channel?
  • What are the steps of transition?
  • Which factors are important for this transition to omnichannel?
  • What are the measurable KPI for these Omni-channel factors?
  • Which technologies will enable these transitions to Omni-channel retail?
  • What are the maturity levels of Omni-channel capability?

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Ranjan Sharma

CIO, Head of SCM, Captive eCommerce business and QA | Bestseller India

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Group Chief Information Officer | Gulf Marketing Group

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