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The Omni-Channel Journey


Retail continues to develop at an exceptional pace and shows no sign of slowing. Core to everything are customers with high expectations and little patience. Ultimately, it’s those retailers who are prepared to risk pushing harder to delight customers, placing them at the heart of the supply chain, that are moving ahead and reaping the rewards.

In our 2015 report we saw 6 key themes emerging. Click below to explore them further – and sign up to download our report and receive regular email insights from our retail team.

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"I believe that if we were in 2030 now looking back at 2015 I’d say weren’t we naïve in saying we had clarity when the story has played out in such a complex and rich way. Retail will be much more current, much more immediate, much more live. Two or three levels ahead of where we’re thinking today.  How we anticipate that will be the challenge."

Dino Rocos
Operations Director, John Lewis

The omni-channel journey: longer and more complex than expected

Tangible business benefits for omni-channel adopters

Rapidly changing customer expectations place customers at heart of retail

Intelligent partnerships and cross-functional working are key to success

Black Friday - here to stay with a major impact on retail operations

The Broader Perspective: The USA

01 January / 2018

Over £2.5bn of online orders to be returned to retailers this Christmas

The continued surge in online shopping will see over £2.5billion of unwanted Ch...

Press release

17 October / 2017

How could a difficult Brexit impact the UK food industry?

Two million vehicles cross the channel into the UK via the Dover Straits every y...


11 September / 2017

Supply chain levers: innovation meets challenges

The supply chain challenges manufacturers face in the short term are often very ...

Blog Entry Page

06 September / 2017

The Customer Driven Supply Chain Concept

It’s clear that, in order to be successful in this constantly evolving environme...

Blog Entry Page

30 August / 2017

The emerging focus on service

Given the shifting macro trends, it is no surprise that the customer service bar...

Blog Entry Page

25 August / 2017

Subscribing our lives

Will Dawson assesses some of the new home delivery subscription services emergin...

Blog Entry Page