“Omnichannel” has been a buzzword thrown around the retail industry and at the NRF BIG Show a lot in recent years, in fact so much that some execs tried to refrain from using the term this year. However, the concept is so vital to improving the customer-retailer relationship that it remains a prominent goal for retailers to achieve in 2015.
During the 2015 BIG Show, Tom Cole, Partner at Kurt Salmon, focused on omnichannel as the moderator of a panel discussion titled: Optimizing Omni-Channel: Lessons and Insights from Industry Leaders. Panelists included: Diane Ellis, President and CEO of The Limited; R.B. Harrison, Chief Omnichannel Officer at Macy's; and Brent Kirby, Chief Omnichannel Officer at Lowe's. Discussions centered around the definition of omnichannel; the industry-wide shift toward omnichannel; and the strategies taken to improve the customer experience.