A commissioned study conducted by Forrester Consulting on behalf of Accenture Interactive and hybris software reveals a disconnect between what consumers want from an omni-channel retailer and the omni-channel capabilities that retailers are providing today. Read more: http://www.accenture.com/us-en/Pages/insight-customer-capabilities-omni-channel-commerce-gap.aspx

1. Customer Desires Vs.
Retailer Capabilities:
Minding The Omni-
Channel Commerce Gap

2. 2Copyright © 2014 Forrester Research, Inc. All rights reserved.
• Customers crave an omni-channel experience, but
a significant disconnect exists between what
consumers want and the experience that retailers
are providing them today, according to new
research* from Accenture and hybris software, an
SAP company.
The Omni-Channel Commerce Gap
*Accenture and hybris commissioned Forrester Consulting to conduct an online survey of 1,503 omni-channel shoppers and
256 retail and manufacturing organizations in the US, UK, France, and Germany. The study (Customer Desires Vs. Retailer
Capabilities: Minding the Omni-Channel Commerce Gap) was completed in December 2013.

3. 3Copyright © 2014 Forrester Research, Inc. All rights reserved.
The Omni-Channel Commerce Gap
Omni-Channel Ideal vs. Retailer Realities

4. 4Copyright © 2014 Forrester Research, Inc. All rights reserved.
The Omni-Channel Commerce Gap
Omni-Channel Ideal vs. Retailer Realities

5. 5Copyright © 2014 Forrester Research, Inc. All rights reserved.
Forrester’s study yielded four key findings:
1. ​Technology investment is critical to enabling exemplary
omni-channel customer experience.
2. Omni-channel customer experience is now a brand
differentiator.
3. Many retailers have reached a false state of omni-
channel comfort.
4. New titles alone won’t cut it — retailers must abolish
siloed channel strategies altogether.
Executive Summary:
Beware Of The False Summit

6. 6Copyright © 2014 Forrester Research, Inc. All rights reserved.
• Stop playing catch-up and start integrating your
channels now.
• Leverage technology to enable a seamless experience.
• Create a cross-functional omni-channel leadership team.
• Establish clear goals that bridge the gap between your
customer’s expectations and your existing capabilities
• Create success metrics and incentive structures that
drive omni-channel results.
• Understand that success may take longer to see.
• Turn your physical store into a service and engagement
center.
• Remain agile.
Executive Summary:
Key Success Factors To Embrace

7. 7Copyright © 2014 Forrester Research, Inc. All rights reserved.
@Accenture Click Here
Read the Full Study
@hybris Click Here

8. 8Copyright © 2014 Forrester Research, Inc. All rights reserved.
• Accenture
– accenture.com/omni-commerce or
accenture.com/seamless
– @AccentureSocial or @AccentureRetail
• hybris
– hybris.com
– @hybris_software
Contact the Study Sponsors to Learn More