OSF Digital Strategy and FMI teamed up and created the first Grocery Omnichannel Retail Index in early 2019 prior to the pandemic. The COVID-19 pandemic turned the industry upside down – overnight, food retailers, who had traditionally taken a “digital” back seat to other retail verticals, suddenly had to become omnichannel masters. This year’s benchmarking study reveals a lot of progress, but, for the majority of food retailers in the study, the overall shopping experience still feels very disjointed.
Speakers:
- Bernardine Wu, Executive Managing Director, OSF Digital
- Doug Baker, VP, Industry Relations, FMI (The Food Industry Association)
About the Grocery Omnichannel Retail Index
The Grocery Omnichannel Retail Index takes the pulse on how food retailers deliver on the omnichannel promise.
- Our omnichannel digital experts mystery-shopped and evaluated 50 food retailers across 100+ criteria
- We chose the criteria for the benchmarking based on our experience and knowledge of current omnichannel best practices for the entire customer journey – across mobile, web, and store
