As customer expectations soar, the 2025 Omnichannel Retail Index offers crucial guidance for retailers adapting to an increasingly digital, customer-centric world. With over 150 capabilities benchmarked across web, mobile, in-store, and cross-channel platforms, the Index helps brands identify best practices and emerging trends.
Core Findings: What Retailers Must Prioritize
- Customer Experience First: 60% of retailers now center their strategy on customer experience.
- Channel Integration Pays Off: Blending digital and physical efforts boosts satisfaction and loyalty.
- Tech Investment Is Non-Negotiable: Brands are leaning into analytics and personalization to stay competitive.
Must-Have Omnichannel Features
- Personalization: Consumers expect tailored interactions—driven by data and AI.
- Easy Returns: A seamless return process strengthens retention.
- Multichannel Communication: Social media, email, and chatbots enhance engagement.
Emerging Retail Tech
- Generative AI is transforming content creation and customer journeys.
- Mobile Apps with exclusive features like AI-assisted shopping and virtual try-ons are driving differentiation.
Regional Trends
- North America: Tech and CX innovation lead.
- Europe: Focus on sustainability and regulation.
- Latin America: Rapid e-commerce growth.
Final Takeaway
The 2025 Omnichannel Retail Index is a must-read for brands navigating digital transformation. With actionable insights and benchmarks, it provides a roadmap for enhancing CX, integrating platforms, and future-proofing retail strategies.
