IDC PeerScape: Practices to Enable the New Role of the Physical Store
This IDC PeerScape examines key challenges that retailers face in transforming the physical store to make it a pillar of today's omni-channel retail operations and, through the examples of successful retailers, the opportunities that this process of transformation can uncover. "In today's increasingly sophisticated omni-channel retail, the physical store is gaining a growing role as the place where customer experience comes to life", said Filippo Battaini, research manager at IDC Retail Insights. "This growing importance requires a transformation of the physical store and the empowerment of the store associate to meet shoppers' demand for seamless and truly personalized customer experiences."
Please Note: Extended description available upon request.
- IDC PeerScape Figure
- Executive Summary
- Peer Insights
- Practice 1: Redesign Physical Store Processes and Layouts for a Frictionless Customer Journey
- Challenge
- Example
- Guidance
- Practice 2: Leverage the Physical Store for Omni-Channel Fulfillment
- Challenge
- Example
- Guidance
- Practice 3: Expand Insight on the In-Store Customer Journey
- Challenge
- Example
- Guidance
- Practice 4: Empower the Store Associate to Enhance Customer Experience
- Challenge
- Example
- Guidance
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