The importance of omnichannel operations is well established, and that is driving customer expectations higher than ever. In 2020, Gartner estimated that 60% of B2C brands will move toward a functional, effectively channel-less organizational approach by 2025, up from just 30% mid-pandemic. We are now approaching that year, and omnichannel seems bigger than ever, yet only 11% of companies believe they have a sophisticated implementation of the necessary technology.
