Accenture: Retailers struggle to deliver multi-channel shopping experience

[Xiao Sheard]

Retailers are struggling to meet customers' multi-channel buying expectations, according to research from consulting firm Accenture and SAP business software subsidiary hybris.

Organisational, operational and technology challenges are hampering retailers in meeting customer expectations, even though retailers view omni-channel maturity as a priority and see it as a key brand differentiator for their companies.