Quebec City, Canada (June 6, 2023) OSF Digital, an award-winning provider of digital transformation services to companies worldwide, today announced the release of its 2023 Omnichannel Retail Index (Index) Executive Summary Report.
The Executive Summary Report outlines key findings on the state of omnichannel and digital best practices, offering insights on investment trends and customer demands. The 8th annual study found that retailers and brands are increasing adoption rates of certain omnichannel and digital capabilities, such as loyalty programs. Despite the increased adoption of some best practices, others have declined. Overall, companies in the Index have implemented an average of 60% of best practices—a slight decrease from the previous year’s 61%.
The highest-ranking company in the Index implemented 80% of the Index’s designated best practices, a decrease from 2022 when the highest score was 85%. With different challenges and priorities across verticals and businesses, the gap between the highest scorer of best adoption practices and the lowest scorer (31%) significantly widened according to this year’s Index analysis.
Some of the key findings from this year’s study include:
“The Omnichannel Retail Index is a critical tool to provide retailers and brands with insights and data for creating an outstanding and seamless customer experience across the shopping journey,” said Gerard (Gerry) Szatvanyi, CEO of OSF Digital. “This year's report guides businesses in understanding commerce best practices, justifying their digital roadmap, and making smarter investment decisions to optimize customer experiences. OSF Digital is committed to providing this comprehensive study to help companies accelerate growth and stay competitive.”
Launched in 2015, the Omnichannel Retail Index is widely recognized as the industry’s most comprehensive omnichannel and digital best practice benchmark study. The Index takes the pulse of digital commerce and omnichannel retail practices, examining how 120 leading U.S. retailers and brands perform against 200+ criteria across web, mobile, and in-store capabilities. The Index shows how these companies deliver on the omnichannel promise through detailed and extensive mystery shopping conducted by OSF’s Digital Strategy consultants. To view Executive Summary Report, please visit: osf.digital.
For more information about the Omnichannel Retail Index criteria and to learn how your company stacks up, please contact firstname.lastname@example.org or visit OSF Micro-ORI to get a free micro-ORI benchmark.
OSF Digital is a global commerce and digital transformation leader with expertise in connecting technology and strategy to drive business goals. With expertise in B2C and B2B commerce and Salesforce awards for multi-cloud innovation, OSF Digital seamlessly guides enterprises through their entire digital transformation journey. With customers in various industries around the globe, OSF Digital provides personal attention and the highest level of connection with a local presence throughout North America, Latin America, APAC, and EMEA. For more information about OSF Digital, visit OSF Digital.
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