This Tech Mahindra white paper highlights how unified omnichannel retail remains a challenge despite growing customer demand for seamless, personalized experiences. It outlines the full customer journey, from awareness to advocacy, emphasizing KPIs like conversion rate, CLTV, and NPS. Key trends include personalization, digital integration, cross-device usage, and immersive technologies such as AR/VR. Barriers include siloed data, lack of scalable systems, and disconnected support. Recommended interventions span AI-driven chatbots, dynamic pricing, inventory centralization, and sustainability dashboards. The paper stresses gradual adoption, cloud migration, and secure systems to meet evolving customer expectations.

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