Never before have consumers turned to the online channel for shopping as much as they do today. With retailers suddenly needing to cater for much heavier volumes online, it raises new questions about how successful a retail organisation is at delivering omni-channel customer service which is centered on the customer's need.
Retail is in the middle of a seismic shift. Bricks and mortar stores are disappearing from the high street as consumers continue to transition to digital channels: by 2021, online shopping is expected to account for 17.5% of global retail sales. In the third blog of our Digital Transformation Challenge series, we look at how CKH Innovations Opportunities Development is helping savvy retailers embrace technology to create the seamless customer journey consumers are craving.