In partnership with Google Cloud Platform and Zebra, Manhattan completed a landmark Unified Commerce Benchmark Index of Specialty Retail. The research evaluated 124 brands in 11 sectors of specialty retail across 280+ customer experience capabilities.
The results provide invaluable insights into how the industry’s best are executing unified commerce, as well as measuring sticks for your own operation.
- The benchmark is the first and only one that included real-life purchases, returns, customer service and more, across digital and physical channels and multiple interactions.
- Categories of evaluation included: Search & Discovery, Cart & Checkout, Promising & Fulfillment, and Customer Service & Engagement.
- Leaders were named for the overall sector and each category of evaluation.
