Omnichannel Operations

Branching out in the new retail ecosystem

Most retailers, consumer good companies, distributors and online pure players have made significant investments in building omnichannel capabilities in recent years.

For all players, omnichannel requires a dramatic and fundamental shift in mentality from cost-centric, largely hidden from view supply chains to front-and-center, customer-centric operations.

This article presents a new way of thinking about the operational implications of omnichannel retail and two steps retailers should take to survive and win in the new world:

  1. Consider four key plays – focus on four “plays” that will drive customer-centric operations
  2. Think and build agile – design your organization and infrastructure to be flexible, innovative – one that embraces change rather than runs from it