Omni-channel Retail with Seamless Customer Experience Whitepaper Enriching the Experience for Connected Customers01 Abstract The future of retail is driven by digital and needs to be rendered and fulfilled omni-channel. In the omni-channel world, experience is the key driver. The requirement for homogenous customer experience [CX] in omni-channel retail has become pertinent since connected consumers are now interacting with brands in different ways and with unpredictable patterns, often transitioning between channels throughout a single purchase and throughout the product or service lifecycle relationship with the brand. With customers becoming digital savvy today, retailers need to harvest emerging technologies and create a seamless customer experience across multiple channels.

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