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1、2023 Omnichannel Experience IndexDigital Maturity BenchmarkIN PARTNERSHIP WITHOutlook&Consumer BehaviorMarket Trends2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftEconomic UncertainitySupply Constraints Global uncertainty and supply disruptions continue to impact prod

2、uct availability and increase costs.This is an opportunity for both retailers and manufacturers to leverage digital technology,reimagine supply chains and build redundancies.In the short term,retailers will need greater supply chain agility and the ability to put enterprise inventory to its most pro

3、ductive use.A New Age of ConsumerismFocus on SustainabilityAccelerated digital adoption continues.The accelerated path to digital offers both opportunities and challenges.The long-term impact of high in?ation and shrinking GDP growth may manifest itself in the coming year in increased shopper value

4、consciousness and margin pressure on enterprises.Although digital commerce o?ers retailers a growth opportunity,they must improve operational pro?tability or risk margin erosion.Environmental,social,and governance(ESG)factors impact the purchase decisions of close to 45%of shoppers globally.Shoppers

5、 are actively looking for and willing to pay extra for sustainable products.While consumerism may con?ict with a sustainable lifestyle,a well-executed omnichannel strategy is a great foundation for retailers to help bridge the gap for consumers.Digital is the default channel for shopper engagement.F

6、rom watching TV on the go,to playing a favorite playlist,to ride-hailing shoppers do not see channels the way retailers do.Retailers must continue to drive di?erentiation through continuous digital experience innovation.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftS

7、ource:Incisiv ResearchConsistency of interaction across channels and seamless cross-channel movement.e.g.Let me use a coupon I found on a social channel in-store.Or show me the available assortment based on my chosen ful?llment method,store,and/or preferred delivery or pickup time.Speed of delivery,

8、whether it involves buying online,picking up in store,or home delivery.e.g.Give me greater control over when and where I want my order delivered or picked up:delivery by,deliver on,deliver during,and deliver at choices per item in a single cart.Transparency about products and services of interest,or

9、der status,and customer service requests.e.g.Show me where my order or service request is in detail,including complex scenarios that include third parties(such as appliance installation).Shopper preferences and expectations of a retailers omnichannel experience continue to evolve and increase.Digita

10、l is the entry point to more shopper experiences than ever before.93%of all shopping journeys now begin online,up from 81%in 2020.From planning hobby lessons,to home renovations,to ordering groceries,to making restaurant reservations,consumers think digital?rst.For omnichannel retailers,these ever-e

11、volving shopper needs have led to new and increasingly complex challenges.ConsistencySpeedTransparency2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv Research202020212022$76$86$9501232020202120220.531.442.9 Digital share of revenue continues to increase.

12、The pandemic-driven digital shift is here to stay.The share of digital revenue continues to increase across segments.Both the number of purchase trips and the average order value continue to increase.Online purchase trips per monthAverage order value13%10%2020202120220.531.442.9172%100%2023 Omnichan

13、nel Experience Index In partnership with Blue Yonder and Microsoft0.53Source:Incisiv Consumer Survey,10,000 respondents 40%of shoppers prefer same-day delivery.Shoppers are willing to pay an average delivery fee of$5 for delivery in under 2 hours.The majority of shoppers have come to expect a seamle

14、ss omnichannel experience.Product category determines the channel of purchase.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftEvolving shopper preferences have profound implications for retailers.Shoppers prefer buy online return in storeShoppers prefer home deliverySh

15、oppers prefer curbside delivery Margin ImpactMargin ImpactMargin Impact35%45%25%7-10%5-9%3-6%Operational ImpactOperational ImpactOperational ImpactHighHighMediumSource:Incisiv ResearchRetailers need to evolve their omnichannel strategies,and operationalize them through the right tools and operating

16、models.Shoppers who look online for a product before a store visit62%Most retailers were extremely quick to react to pandemic-induced digital acceleration.The rapid cobbling together of systems to get the job done was necessary to reduce business disruption.While fast-paced digital adoption ensured

17、business continuity,it resulted in severe operational challenges(bottlenecks,customer service issues,etc.)and margin erosion.In order to deliver a di?erentiated digital experience and ensure pro?table growth,retailers need an integrated strategy,digitization,and operations plan.Shoppers loyal to the

18、ir preferred retailers digital channels40%What are the biggest gaps and opportunities for retailers to improve the omnichannel fulfillment experience?Also,which retailers provide the best omnichannel ful?llment experience to shoppers?Incisivs 2023 Omnichannel Experience Index explores.2023 Omnichann

19、el Experience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv ResearchWhile retailers have adopted many capabilities for a seamless omnichannel experience,they still have a long way to go to fully meet shopper expectations.Inventory VisibilityFrictionless FulfillmentCost&Payments36

20、0-Degree ServiceAllow shoppers to check in-store inventoryO?er the option of buy online,pickup in store(BOPIS)Have a return policy available84%94%83%O?er gift card as a mode of paymentSustainability53%O?er sustainable packaging for products69%2023 Omnichannel Experience Index In partnership with Blu

21、e Yonder and Microsoft Provide a schedule for new product launchesO?er locker collection serviceAllow use of multiple payment options for the same orderO?er the option to schedule return pickup5%7%O?er sustainable shipping options15%7%32%Source:Incisiv ResearchMethodology&ApproachOmnichannel Experie

22、nce Index2023 Omnichannel Experience Index In partnership with Blue Yonder and Microsoft 115retailers benchmarked104 retailers benchmarked in 2021digital capabilities assessed88 capabilities assessed in 2021104segments covered:apparel,consumer electronics,department stores,general merchandise,grocer

23、y,health and beauty,and specialty7Unless stated otherwise,all data in this report is from Incisivs 2023 Digital Maturity Benchmark.Incisivs 2023 Omnichannel Experience Index assesses top omnichannel retailers digital ordering and fulfillment capabilities across 4 key areas.Incisivs Omnichannel Exper

24、ience IndexAvailability of information at the crucial decision points16 attributes15 attributesInventory VisibilityFul?llment costs to the customer and payment options21 attributes22 attributesCost&PaymentsAvailability,speed,and convenience of ful?llment45 attributes34 attributesFrictionless Fulfill

25、mentResolution,returns,and customer assistance22 attributes17 attributes360-Degree ServiceThe index is comprised of the top omnichannel retailers across 7 di?erent industry segments.Each retailers omnichannel capabilities and experience were assessed using an observational methodology.Text in green

26、indicates 2021 data2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftEach assessment area includes table stakes and di?erentiating experiences designations.These are de?ned based on their overall level of adoption,perceived value by shoppers,and impact on key performance

27、 indicators(KPIs),such as average order value(AOV),conversion tra?c,and customer satisfaction.Illustrative examples of table stakes and di?erentiating experiencesTable StakesDifferentiating ExperiencesAdvanced capabilities that address important emerging shopper expectations.The presence of these ca

28、pabilities has a positive impact on digital performance KPIs.Foundational capabilities are required to address key shopper expectations today.The absence of these capabilities has a negative impact on digital performance KPIs.Inventory visibility in cart viewCallouts for new arrivals,bestsellersAvai

29、lability of ful?llment options on the product page Advanced product?lters:in-stock,mode of ful?llment,delivery time,stock quantityPre-order and back-order of out-of-stock productsSuggested stores for out-of-stock productsInventory VisibilityVariety of ful?llment options:BOPIS,ROPIS,curbside etc.Avai

30、lability of order tracking informationOrder pickup alertsExpedited ful?llment(2-hour,30 minutes,same-day)Delivery timelines basis destination codeProduct customizationVisibility of delivery cost by ful?llment methodPayment options:credit/debit card,gift card,PayPalMembership programs that include de

31、livery bene?ts,loyalty program with delivery bene?tsPayment options:wallets,Buy Now,Pay LaterSubscribe-and-save product subscriptionsCost&PaymentsSelf help tools:FAQs,policiesReturn online purchases to storeCancel order before shippingFlexible return options:schedule return pickup,return while picki

32、ng up curbside,drop at third party location(UPS/FEDEX etc.)Digital customer engagement with shopping assistants,1-to-1 appointments,etc.360-Degree ServiceFrictionlessFulfillment2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftLeaders o?er the richest omnichannel experie

33、nce within and across retail segments.They lead in the adoption of di?erentiated experiences and are functionally mature across most assessment areas.Challengers o?er a seamless omnichannel experience built on a solid foundation of capabilities.They o?er some di?erentiated experiences but lack the d

34、epth and coverage of leaders.Followers o?er a basic omnichannel experience,addressing most table-stake capabilities.Their experiences lack depth and are light on the adoption of di?erentiated capabilities.Laggards o?er a severely lacking omnichannel experience,missing even some basic table-stakes fu

35、nctionality.Omnichannel Experience Index:Rating Categories.Adoption of table-stakes capabilities:HighAdoption of di?erentiators:HighAdoption of table-stakes capabilities:HighAdoption of di?erentiators:MediumAdoption of table-stakes capabilities:Medium-HighAdoption of di?erentiators:LowAdoption of ta

36、ble-stakes capabilities:MediumAdoption of di?erentiators:Low2023 Omnichannel Experience Index In partnership with Blue Yonder and Microsoft Overall Leaders.Retailers rated as Omnichannel Experience Leaders,in alphabetical order.New to leader pack in 2023Incisiv recognizes these 20 retailers and bran

37、ds as Overall Omnichannel Experience Leaders within and across retail segments.They are the benchmark for omnichannel experience in 2023,o?ering di?erentiated experiences across the shopping journey.The full leaderboard is available at the end of this report.2023 Omnichannel Experience Index In part

38、nership with Blue Yonder and MicrosoftAccurate Inventory Insight at Purchase Decision Points01|Inventory Visibility2023 Omnichannel Experience Index In partnership with Blue Yonder and Microsoft Inventory visibility is a must for customer retention.INVENTORY VISIBILITY:OVERVIEWcheck stock availabili

39、ty online before visiting a store to make the purchase.46%of shopperswould switch brands if their preferred product was out-of-stock.34%of shoppers WHY IT MATTERSWHAT WE ASSESS16 total attributes assessed,including:Availability of product callouts like new arrivals and bestsellers.Tagging/?agging it

40、ems that have low inventory or are out-of-stock.Presence of back-in-stock dates or noti?cation options for them.Availability of ful?llment options on every page of the purchase journey(listing,product display,cart).Filters for various ful?llment options,stock-outs,and delivery speed(150%growth in di

41、gital sales.Retailers that lagged were forced into action and introduced new experiences,such as BOPIS and curbside pickup,in record time.O?ering a complete?ywheel of online and store-based ful?llment is now table stakes.Retailers need to focus on operational execution.Delivery speed,the ability to

42、customize,and order visibility will drive di?erentiation and provide a competitive edge.Availability of omnichannel ful?llment options like BOPIS and curbside has become widespread but it is seamless execution and customer satisfaction that will deliver returns for the retailer.2023 Omnichannel Expe

43、rience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv Research Leaders in Frictionless Fulfillment.Retailers rated as Omnichannel Experience Leaders in Frictionless Ful?llment,in alphabetical order.New to leader pack in 2023Incisiv recognizes these 23 retailers and brands as leade

44、rs in Frictionless Ful?llment within and across retail segments.Building upon a solid foundation of table-stake capabilities,they lead in the adoption of di?erentiated frictionless ful?llment capabilities.The full leaderboard is available at the end of this report.2023 Omnichannel Experience Index I

45、n partnership with Blue Yonder and MicrosoftGrocery retailers provide a comprehensive set of ful?llment options and capabilities:third-party delivery,2-hour pickup,curbside,lockers,etc.In addition,they lead the industry in the adoption of store communication for delivery coordination and other custo

46、mization requests.Consumer electronics,department stores,and apparel retailers continue to lag the industry in adoption of same-day pickup and scheduling capabilities.Grocery retailers lead the industry in newer and faster fulfillment options.Highest AdoptionLowest AdoptionCurbside pickupIndustry av

47、erage adoption:67%Grocery80%Consumer electronics40%Same-day pickupIndustry average adoption:70%Grocery87%Apparel52%Schedule deliveryIndustry average adoption:32%Grocery87%Department stores10%FRICTIONLESS FULFILLMENT:OVERVIEW2023 Omnichannel Experience Index In partnership with Blue Yonder and Micros

48、oftSource:Incisiv Research 19%16%32%32%31%31%Reached the store update2-hour pickupDelivery timelines available on product pageAreas of low growth:order pickup and promising.48%32%95%77%52%43%Third-party delivery integrationOrder tracking informationSame-day deliveryAreas of high growth:order deliver

49、y and tracking.20232021202320212023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv Research Capability to schedule pickup.More than 70%of shoppers cite convenience and order visibility as the#1 factor for shopping online.Shoppers prefer retailers who o?er th

50、e capability to schedule their delivery or pickup.Currently,only 31%of retailers o?er the option of scheduling a delivery and pickup.FRICTIONLESS FULFILLMENT:SPOTLIGHTVisibility to exact product delivery date.75%of shoppers expect their purchases to be delivered within two days or less,thus transpar

51、ency about the delivery timeline is vital.Displaying the delivery timeframe provides much-needed clarity to the shopper.However,only 9%of retailers show order dates per destination code on the product listings pages.Walmart gives shoppers the?exibility to schedule order pickup at their convenience.P

52、etco provides exact delivery date for the selected zipcode/address on the product listing page.2023 Omnichannel Experience Index In partnership with Blue Yonder and Microsoft Spotlight:TargetTarget via its Shipt service o?ers shoppers multiple options for expedited delivery:same-day delivery,guarant

53、eed delivery within an hour,pickup within 2 hours,etc.Expedited fulfillment.Retailers are faced with the challenge of not only providing expedited delivery and multiple delivery options,but they also need to ensure seamless execution while managing costs.Shoppers are looking for expedited ful?llment

54、 options and are willing to pay a small premium for it.73%of shoppers consider expedited order delivery to be a key component of omnichannel experience.Speed of delivery has gradually become one of the top three purchase decision in?uencers,along with price and return policy.56%of shoppershave aband

55、oned their carts due to concerns about delivery time.Only 21%of retailers provide delivery within 2 hours.Only 32%of retailers allow shoppers to schedule a delivery at their desired time.FRICTIONLESS FULFILLMENT:SPOTLIGHT2023 Omnichannel Experience Index In partnership with Blue Yonder and Microsoft

56、Source:Incisiv Research03|Cost&Payments2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftDelivering Outsized Value for MoneyTransactional approach to trust and loyalty.COST&PAYMENTS:OVERVIEWvalue unlimited free delivery programs and o?erings from retailers.79%of shoppers

57、are more likely to abandon a purchase if their preferred mode of payment isnt available.50%of shoppersWHY IT MATTERSWHAT WE ASSESSo?er free shipping for a certain period to draw in shoppers.65%of retailers This section evaluates the ful?llment options available,costs associated with each method,the

58、di?erent membership programs o?ered by retailers.21 total attributes assessed,including:Availability of costs associated with di?erent ful?llment options.Presence of multiple payment options like gift cards,mobile wallets,loyalty points,and buy now,pay later options.Availability of membership progra

59、ms that provide delivery bene?ts(free shipping,faster delivery options).Ability to choose from a variety of delivery options(BOPIS,home delivery,locker).Retailers free shipping option is a half-truth our consumerist society believes.With the amount of value some big box and online retailers o?er,sho

60、ppers forget they pay for shipping through their membership.Most retailers benchmark themselves against Amazons shipping speed and Targets store ful?llment.Few do so against the outsized value their membership programs deliver to members,creating a lock-in e?ect that drives high retention,repeat ord

61、ers,and customer lifetime value.Loyalty in online shopping is low;45%of online shoppers defect for better deals.Retailers have to make the value tangible for the shopper beyond the product and make the experience frictionless.Source:Incisiv Research 2023 Omnichannel Experience Index In partnership w

62、ith Blue Yonder and MicrosoftLeaders in Cost&Payments.Retailers rated as Omnichannel Experience Leaders in Cost&Payments,in alphabetical order.New to leader pack in 2023Incisiv recognizes these 15 retailers and brands as leaders in Cost&Payments within and across retail segments.Building upon a soli

63、d foundation of table-stake capabilities,they lead in the adoption of di?erentiated cost&payments capabilities.The full leaderboard is available at the end of this report.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftDepartment stores and apparel retailers have the m

64、ost mature digital payment capabilities:PayPal,gift cards,and the option to redeem loyalty points as payment.Grocery retailers have added unique payment options like Supplemental Nutrition Assistance Program(SNAP),Electronic Bene?ts Transfer(EBT),and others but still lag other segments in o?ering a

65、choice of payment options.Department stores lead the industry in the adoption of payment options.Highest AdoptionLowest AdoptionOption to pay via PayPal,gift card,Apple PayIndustry average adoption:74%Department stores/apparel100%Grocery27%Free shipping for all ordersIndustry average adoption:11%Con

66、sumer electronics40%General merchandise0%Redeem loyalty points as paymentIndustry average adoption:56%Department stores100%Grocery7%COST&PAYMENTS:OVERVIEW2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv Research 35%30%95%91%12%11%Free shipping as part of

67、the loyalty programMultiple shipping optionsFree shipping on all ordersAreas of low growth:shipping cost.70%46%84%70%37%22%Option to buy now pay laterOption to pay via PayPalOption to pay via Apple PayAreas of high growth:payment options.20232021202320212023 Omnichannel Experience Index In partnersh

68、ip with Blue Yonder and MicrosoftSource:Incisiv Research Membership program for delivery.82%of shoppers are willing to reach the minimum order amount to earn free delivery.Paid membership programs that o?er free delivery have become a motivating factor for shopper engagement and an opportunity to o?

69、set delivery costs.Presently,only 23%of retailers o?er delivery membership programs.Free shipping signi?cantly in?uences the purchase decisions of at least 75%of shoppers.Shoppers are drawn to retailers loyalty programs to access value-added bene?ts,such as discounts and free delivery.Currently,35%o

70、f retailers o?er free delivery as part of their loyalty programs.COST&PAYMENTS:SPOTLIGHTFree delivery on orders for loyalty members.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftMacys o?ers free shipping for its Star Rewards members.Target o?ers shoppers memberships

71、that reduce delivery costs to zero,making purchases more cost e?ective.Spotlight:Williams SonomaWilliams Sonoma o?ers shoppers free standard shipping on all purchases for an annual fee of$99 for its Reserve membership program.Delivery membership program.More retailers now o?er free shipping as part

72、of their loyalty program or on purchases of select merchandise,as shoppers desire low-cost methods of ful?llment.Free shipping has become one of the most compelling reasons to make a purchase.62%of shoppers consider free delivery as an important consideration for purchase decisions.65%of shoppers wo

73、uld be interested in joining a loyalty program if it o?ers premium delivery service.Delivery costs have become an important factor in determining purchase decisions.Shoppers now expect free shipping for their purchases and consider extended delivery timelines to be a drawback.Another essential facto

74、r in purchase decisions is the?exibility to pay by their preferred method.Only 11%of retailers o?er free shipping on all orders.Only 23%of retailers provide a membership program for delivery bene?ts.COST&PAYMENTS:SPOTLIGHT2023 Omnichannel Experience Index In partnership with Blue Yonder and Microsof

75、tSource:Incisiv ResearchFrom Conflict Resolution to Customer Engagement04|360-Degree Service2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftOver the past 2-3 years,customer service has evolved from post-purchase issue resolution to an omnipresent medium of trust develo

76、pment.In the omnichannel world,transparency,convenience,and relevant,personalized communications are pillars of trust and satisfaction.Can I track my order,along with the detailed service request,including complex scenarios involving third parties(like appliance installation)?Do you provide refunds

77、for returns?Do you track queries and complaints through to closure?Customer service as a differentiator and value driver.360-DEGREE SERVICE:OVERVIEWremain loyal to a retailer with self-service return processes.95%of shopperswill pay 15%more for a seamless customer service experience.86%of shoppersWH

78、Y IT MATTERSWHAT WE ASSESS68%of shoppers22 total attributes assessed,including:Availability of self-help tools,including live chat options and FAQs.Information on product returns(in-store and online return policies,initiating and tracking returns).Ability to schedule and interact with brand experts(

79、video/audio interactions).Availability of assisted shopping tools,product repair options,and the ability to book in-store appointments.This section assesses all aspects of post-sales service,including the ease with which shoppers can contact customer service or get their queries resolved,return poli

80、cies,and engagement practices.In the absence of physical interactions,customer satisfaction has to evolve from a call center resolution function to a proactive customer engagement and satisfaction engine that directly contributes to shopper loyalty.are likely to use digital communication channels wi

81、th store associates.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv ResearchRetailers rated as Omnichannel Experience Leaders in 360-Degree Service,in alphabetical order.Leaders in 360-Degree Service.New to leader pack in 2023Incisiv recognizes these 20

82、retailers and brands as leaders in 360-Degree Servicewithin and across retail segments.Building upon a solid foundation of table-stake capabilities,they lead in the adoption of di?erentiated post-purchase service capabilities.The full leaderboard is available at the end of this report.2023 Omnichann

83、el Experience Index In partnership with Blue Yonder and Microsoft Consumer electronics retailers have a high adoption of self-serve and assisted order canceling,and returns and refund options.Department stores have the most comprehensive live chat options.Grocery and health and beauty retailers lag

84、in the adoption of customer service capabilities.Department stores and consumer electronics retailers have the most advanced customer service capabilities.Live chatIndustry average adoption:78%Department stores100%Grocery27%Track returns onlineIndustry average adoption:62%Consumer electronics100%Gro

85、cery13%Cancel orders onlineIndustry average adoption:50%Consumer electronics80%Health and beauty25%360-DEGREE SERVICE:OVERVIEW2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftHighest AdoptionLowest AdoptionSource:Incisiv Research 24%18%34%29%20%18%Schedule audio/video c

86、onsultationsBook appointment for assisted shoppingSchedule service appointmentsAreas of low growth:customer engagement.95%73%78%67%62%51%Contact store for customer serviceLive chatInitiate returns onlineAreas of high growth:self-help tools.20232021202320212023 Omnichannel Experience Index In partner

87、ship with Blue Yonder and MicrosoftSource:Incisiv Research 49%of shoppers actively check the retailers return policy before purchasing and seek convenient options.The ability to schedule a return pickup gives shoppers?exibility and convenience.Currently,only 7%of retailers give shoppers the option o

88、f return pickups.360-DEGREE SERVICE:SPOTLIGHTAbility to schedule a return pickup.Flexibility to modify orders before delivery or pickup.30%of shoppers indulge in impulse buying and need the?exibility to edit their?nal order.At present,23%of retailers currently provide shoppers access to make order m

89、odi?cations.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftGAP allows shoppers to modify orders until a speci?c time before the delivery or until the pickup process begins.Walmart o?ers shoppers various options for returns,including the ability to schedule the return

90、pickup at their convenience.Spotlight:The Home DepotThe Home Depot provides its customers with comprehensive customer support,comprising live chat,contact via text message,and email.Additionally,it gives shoppers the option to schedule return pickups and the chance to drop o?returns at a UPS locatio

91、n.Self-help tools and returnsRetailers are amping up customer service by o?ering self-service options,as well as end-to-end issue tracking and closure.81%of shoppers expect a full self-service support setup while making an online purchase,while 70%prefer chat-based customer support and only 25%prefe

92、r voice support.Shoppers want their overall purchase experience to be smooth and seamless,making customer service essential.Seamless returns are also an essential factor driving purchase considerations.Shoppers want the?exibility to be able to cancel or return their order if they feel dissatis?ed.On

93、ly 7%of retailerso?er the option of scheduling return pickups.Only 28%of retailers provide the option to drop o?returns at UPS/Fedex/USPS locations.360-DEGREE SERVICE:SPOTLIGHT2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftSource:Incisiv ResearchLeaderboard2023 Omnich

94、annel Experience Index In partnership with Blue Yonder and Microsoft LeaderboardAs part of its 2023 Omnichannel Experience Index,Incisiv assessed 115 retailers across 7 di?erent industry sub-segments.The complete list of assessed retailers is provided here.Each retailer assessed was given an overall

95、 rating,as well as a functional area rating across research and discovery,online ordering,ful?llment,customer engagement,and service.Incisivs analysis found:20 Leaders35 Challengers36 Followers24 Laggards Get in touch to request detailed information about your rating,or to request a custom benchmark

96、.2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftApparel 7 For All Mankind Abercrombie&FitchAeropostaleAllbirds American Eagle Out?ttersAritziaCalvin Klein Carters ClairesCoachFoot Locker GAPHanes J.Crew LevisMens Wearhouse Michael Kors New BalanceNikeRalph LaurenStitc

97、h Fix Tommy Hilfger Tory BurchUnder Armour Urban Out?tters Vans Victorias Secret Consumer ElectronicsApple Best BuyDELL Technologies DysonGameStop Department StoresBelkDillards Hudsons BayJCPenneyKohlsMacysNeiman MarcusNordstrom Saks Fifth AvenueT.J.MaxxGrocery7-ElevenAlbertsons Caseys Giant Eagle G

98、iant Food H-E-B Hy-VeeIngles Markets Publix QuikTripShopRiteSprouts Farmers MarketWegmans Whole Foods MarketWinn-Dixie Health&BeautyBare MineralsBath&Body Works CoverGirl CVS HealthEste Lauder GNCKiehlsMAC CosmeticsRite AidSally Beauty SupplySephora ShiseidoThe Vitamin ShoppeWalgreensSpecialityAce H

99、ardwareAcademy Sports+OutdoorsAdvance Auto Parts Ashley AutoZone Barnes&NobleBass Pro ShopsBed Bath&BeyondCanadian Tire Chewy Crate&BarrelDicks Sporting GoodsGuitar CenterHelzberg DiamondsHobby LobbyJo-Ann StoresKay JewelersLowesMattress FirmMichaels Stores O?ce DepotOReilly Auto PartsPetcoPetSmartP

100、ottery BarnREI StaplesThe Container StoreThe Home DepotTi?any&Co.Tractor Supply CompanyWilliams SonomaZalesGeneral Merchandise Big LotsBJs Wholesale Club Costco Dollar TreeFamily DollarFive BelowKrogerMeijerSams ClubTargetWalmart LeadersIncisivs 2023 Omnichannel Fulfillment Experience Index is based

101、 on insights from its proprietary digital maturity benchmarking methodology.NEXT STEPSRequest a custom benchmark for your brandShare this report with a friend or colleague via email or social mediaABOUT INCISIVABOUT BLUE YONDERIncisiv is a peer-to-peer executive network and industry insights?rm for

102、consumer industry executives navigating digital disruption.Incisiv o?ers curated executive learning,digital maturity benchmarks and prescriptive transformation insights to clients across the consumer and technology industry IN PARTNERSHIP WITHBlue Yonder is the world leader in digital supply chain t

103、ransformations and omnichannel commerce ful?llment.Our end-to-end,cognitive business platform enables retailers,manufacturers and logistics providers to ful?ll customer demand from planning through delivery.Blue Yonders Commerce and Order Management(OMS)solutions transforms customer experiences with

104、 an augmentative,microservices-based approach which delivers the rapid time-to-market,scale,and performance businesses need from inventory availability,order,orchestration,and ful?llment to help you gain a competitive edge.Blue Yonder Ful?ll your Potential ABOUT MICROSOFT2023 Omnichannel Experience Index In partnership with Blue Yonder and MicrosoftMicrosoft enables digital transformation for the era of an intelligent cloud and an intelligent edge.Its mission is to empower every person and every organization on the planet to achieve