Integrated Multi Channel Retail: A Roadmap to the Future

In 2002, the concept of channel integration was only about five years old. Now, nearly two decades later, few retailers have achieved its promise. The concepts in this white paper still apply today.

Many leading retailers have addressed the basic aspects of operating in a

multi-channel environment. However, few, if any, have truly exploited the

potential of integrated multi-channel retailing to measurably increase customer

loyalty and economic returns. What strategic approach will help retailers

develop new insights from cross-channel information to drive long-term growth

in sales, profits and customer satisfaction?