According to RCP's recent Unified Commerce: State of the Industry for Holiday 2022 report, even though the majority of modern retailers support omni-channel transactions, very few have implemented a true unified commerce platform. Impacted by store closures, limited shopper capacity, and the rise in digital commerce, retailers spent a significant portion of the pandemic years accelerating many of their “buy anywhere, fulfill anywhere” objectives. For many retailers, these solutions were quickly implemented to address immediate consumer demand, without the benefit of well thought-out and efficiently architected technology solutions.
As a result, their omni-channel experience is being delivered via multiple purchase points enabled by multiple integrated platforms, with 54% of retailers responding to RCP's survey indicating this type of omni-channel structure. RCP Managing Partner Ryan Grogman adds that "while this may potentially and ultimately lead to a satisfied customer, it results in greater support complexity and higher maintenance costs behind the scenes."
Learn more about leading trends and Unified Commerce highlights at RCP's report by downloading your complimentary copy here: Unified Commerce for Holiday 2022 Report.