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Omnichannel service implementation plans of global retailers 2017

As of 2017, 38 percent of respondents stated that their company currently provided cross-channel returns or exchange services to their customers, with a further 24 percent planning to implement such services in the next 12 months. Personalized customer communications was the second most popular form of omnichannel services currently offered by retailers and brands, at 37 percent.

Which of the following omnichannel capabilities do you currently have or plan to implement over the next six to twelve months, or after?

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Sources

Release date

December 2017

Region

Worldwide

Survey time period

August to September 2017

Number of respondents

352 respondents

Special properties

Respondents representing many of the largest retailers and brands in the world

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Statistics on "Retail market in the United States"

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