Facebook iconTwitter icon
Client: IBM Sterling
Format: Whitepaper
Size: 537 KB
Language: English
Date: 27.03.2020

New Forrester: Put Fulfillment At The Heart Of The Customer Experience

When shopping today, increasingly digitally savvy, time-crunched consumers expect to be able to choose the fulfilment option that best fits their lifestyle. To keep up with rising expectations, retailers must continually optimize their programs with additional services. But in their haste to adapt to changing customer expectations, many retailers have rapidly deployed a multitude of disparate and underoptimized omnichannel capabilities that compromise the customer experience. Retailers are struggling to move
their fulfilment strategies beyond multichannel and into omnichannel.

In September 2018, IBM commissioned Forrester Consulting to evaluate the state of omnichannel retail. Forrester conducted an online
survey of 300 fulfilment decision-makers at retail and electronics organizations with both online and brick-and-mortar operations in the US, Canada, the UK, France, and Germany to explore this topic. We found that while retailers have caught onto the omnichannel imperative, they are far from realizing the full benefits of optimized omnichannel.

Free Download
Please enter your contact information and click the download button. You will receive an email with your download link.

IBM may use my contact data to keep me informed of products, services, and offerings.

By Email
By Telephone
By Postal Mail

You can withdraw your marketing consent at any time by submitting an opt-out request. Also you may unsubscribe from receiving marketing emails from IBM by clicking the unsubscribe link in each such email.

More information on our processing can be found in the IBM Privacy Statement. By submitting this form, I acknowledge that I have read and understand the IBM Privacy Statement.

I have read and understood the privacy/terms and conditions and consent to the ascertainment, conversion, utilisation and dissemination of the data I have entered into this registration form. The B2B Media Group and originator/sponsor IBM Sterling of the document may use my contact data for the purpose of B2B marketing (via e-mail, phone, display and postal) until such time as I withdraw my consent. My agreement to the company and our partner as shown below can be revoked at any time via an E-Mail to the following address: datenschutz@b2bmg.de ( Subject: IBM Sterling)

Privacy / download conditions:

Date: 1.8.2018


  • B2B Media Group GmbH, Bahnhofstraße 5, 91245 Simmelsdorf (B2B MG)
  • B2B Media Group EMEA GmbH, Bahnhofstraße 5, 91245 Simmelsdorf (B2B MG)


  • IBM Sterling
Fields marked with * are mandatory