Learn about Macy’s Omnichannel Retail Strategy Implementation wherein Macy’s Chief Omnichannel Officer Talks about the Importance of Customers who engage and shop across devices and platforms, online, offline and on Mobile in comparison to Customers who shopped only Online or only Offline.
He talks about how it gave rise to friction when they tried Creating a Seamless Experience between Digital, Mobile and Offline Departments. This led to the Breaking of the Silos, Transparent and Collective Working & Collaborative Learning within and across Departments especially Digital-Online & Mobile and Offline-Physical In-Stores.
The Breaking of the Silos and Collaboration across 3 Departments (that Service Digital, In-Store and Mobile Customers Separately) Facilitated and Helped in Creating an Omnichannel Ecosystem wherein Providing Seamless, Consistent and Unified Customer Experience across all 3 Platforms (Online or Web, Offline or Instore and Mobile) Became the Most Important Mission & Vision of the Company to ensure a
