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Report 19 Dec 2023

Expert View: Refocusing on unifying channels rather than an aspirational omnichannel

Retail unified channels aim to simplify the overly complex omnichannel vision into pragmatic steps that break down channel silos by creating reusable cloud-based services. This services-based foundation enables greater agility in how digital customer engagements can be built and connected across touchpoints while beginning the journey towards further integrated retail execution over time.

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Spencer Izard

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