Here is our reading list on trends, best practices, and year-end “best of” rankings for omnichannel experiences. We look for the most quality, value-adding material, seeking research papers with large sample sizes and high response rates. In most cases, we retire resources that are more than two years old, except for some “best-practices” or “how-to” content that possess a longer, more relevant shelf life. We note when the research includes analysis that encompasses the impact of Covid-19 to the customer experience.
Best Practices for Omnichannel
Customer Journey and Content Mapping: A Whitepaper (June, 2020). Our Kevin Nichols created a 30-page, step-by-step how-to guide for identifying and mapping content to the customer journey with examples for personalization.
Comm100: Customer Engagement 2020 Why the digital journey changes everything and how to keep up. Provides a good overview of omnichannel and best practices for designing a digital customer journey.
Omnichannel Retail Fulfilling Demand Profitability – Dec 2019. DHL’s analysis of omnichannel trends with a focus on supply chain management and fulfillment.
Consumer Insights & Trends for Omnichannel
Gladly 2019 Customer Expectations Report. Insights from 1500 US customers concerning their expectations of brands.
Havas Medias: Annual Meaningful Brands Index. This phenomenal site ranks brands consumers believe impact humanity and their daily lives.
Periscope® by McKinsey: Retail reimagined: The New Era for Customer Experience 2020. Impacts on customer experience in 2020 for digital and instore experiences. (considers Covid-19)
Think with Google: Consumer Insights, Consumer Journey. Google’s data gold mine on customer journey data, which includes tools kits,
Think with Google: Consumer Insights, Consumer Trends. Google’s resource for consumer trends, based on their data.
Industry Benchmarks in Omnichannel
LONDON RESEARCH and BlueVenn: Omnichannel Marketing Excellence report – 2020. Survey of 235 organizations on omnichannel marketing and technologies.
Retail Touchpoints: Redefining Omnichannel Success for 2020 Retail. Surveys various impacts of omnichannel the retail space.
Veqoo’s 2019 State of Omnichannel Retail Report. Analysis of how top retailers implement omnichannel strategy within their organizations.
Rankings of Top Omnichannel Performers
Hubspot Omnichannel Leadership Report 2018 – 2019. Rankings of 150 apparel, lifestyle, and luxury brands on omnichannel maturity.
TotalRetail’s 2019 Top 100 Omnichannel Retailers. TotalRetails’ list of top omnichannel performers in the retail space.
Photo: Record store. 1950s.