Omni-channel

In Canada, a large and venerable mass-merchant faces a serious rethink in order to evolve its Customer Centricity from ‘art’ to ‘science.’ In China, the e-commerce team of a renowned retailer is confused and frustrated by constant changes in strategic direction. Even the best leaders face a host of challenges in the omni-channel race. We set the scene, report from the frontline and present the ideal profile for the elusive 'omni-channel champion.'