Given the phenomenon of constantly rising consumer expectations, retailers would be justified in feeling that the goal of providing a seamless omnichannel experience continues to stay out of reach, no matter how many advances they make. In consumers’ minds, each new omnichannel service moves quickly from a nice-to-have competitive differentiator to the “table stakes” category.

While consumer expectations continue to rise, the retail executives surveyed for the eighth annual Retail TouchPoints Omnichannel Benchmark Survey are seeing a wide range of benefits from their omnichannel efforts, with a list led by an array of customer facing positives including improved customer service (61%), customer retention (54%) and loyalty (52%).

Other key findings from the Benchmark Survey reveal retailers’ progress in achieving a number of omnichannel capabilities in 2019 compared to last year:

Download the full benchmark survey report now!