The COVID-19 pandemic has definitively taught us that digital commerce and omnichannel capabilities are more critical in retail than ever. As consumers have relied on digital commerce for essentials, and retailers and brands have relied on digital just to keep their “doors” open, the accelerated adoption of digital and omnichannel commerce is driving new shopping behaviors that will likely have a lasting impact. As retailers scramble to navigate this new reality, meeting the demands of both experienced and novice digital shoppers, they must also plan for what’s next.
The 2020 FitForCommerce Omnichannel Retail Index, which examines how 125 retailers perform against 300 web, mobile, and in-store criteria, provides important benchmarks and best practices that can be applied to retail today, as well as planning for a post-pandemic retail world.
The Index, which was first released in 2015 in partnership with the National Retail Federation, reveals that while there is still a lot of room for improvement in the overall adoption of digital and omnichannel best practices, there has been significant growth within specific areas, such as buy online/pick up in-store and inventory visibility across all channels.