Executive Summary

• Omnichannel execution is a process worth perfecting, but there’s still a lot of work to be done.
• The evolution of the physical store into an omnichannel strategy requires new KPIs and cultural change.
• The age-old retail adage “know your customer” comes up at every session we attended. The digital transformation of retail is enabling technology, machine learning and artificial intelligence (AI) to support this truism to better meet consumer needs, anticipate desires and develop emotional bonds.