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Share of retailers who have optimized their customer journeys worldwide in 2020, by omnichannel service*

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Source

Release date

January 2020

Region

Worldwide

Survey time period

2020

Special properties

300+ retail brands

Supplementary notes

* General merchandise (GMS) retailers

Citation formats

Share of retailers who have optimized omnichannel customer journeys 2020, by service

Published by
F. Watty,
Jul 31, 2020
As of 2020, only ** percent of retailers had optimized their customer journey for buy online, return in-store services. A digital customer journey through this service incurred an average margin loss of *** points when compared to a tradition in-store purchase due to additional costs of fulfillment.
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per month, billed annually 1
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