Unified Commerce Strategy & Deployment
Deliver a Consistent Brand Experience at Every Customer Touchpoint
As increasingly tech-savvy consumers demand new ways to interact with your brand, keeping pace is tough. In the race to bring new solutions across new channels to market, it’s easy to overlook key integrations with existing processes and systems. Even where solutions are meeting customers’ baseline expectations, you may ultimately be doing more harm than good through disjointed customer experiences, noticeable gaps, and multiple, frustrating friction points.
A Unified Commerce strategy aims to eliminate the existing disconnects and prevent new ones by aligning people, systems, processes, and data to work in harmony to delight customers across all channels. The multi-step, often multi-year strategy systematically transforms your entire organization to be customer-centric in everything it does.
Adopting the Impact 21 path to Unified Commerce helps your organization achieve:
Customer-Centric Vision and Strategy. The customer is at the center of your ecosystem and vision to modernize the customer experience and to drive corporate vision, priorities, and initiatives.
Cross-Functional Business Alignment. With strategy set, you can begin connecting people, processes, systems, and data around a common roadmap so that everything from technologies, to marketing and loyalty programs, to category management, to business intelligence supports a Unified Commerce approach.
Enterprise View of the Customer Journey. Customer journey mapping of current and future-state customer touchpoints provides ongoing insight for closing gaps, eliminating friction, exceeding customer expectations, and increasing share of wallet.
Unified Customer Experience. With each step toward Unified Commerce, you help ensure the same seamless retail brand experience at each point of contact, effectively delivering your brand and offerings anywhere and everywhere your customers shop.
Customer-focused retailers win with a 360° view of their customers. They have the leadership and infrastructure in place to support consistently exceeding customer expectations. The result is a modernized retail experience across all touchpoints and channels.