Omnichannel Retail Excellence

Next Program Date: February 25 - April 1, 2027

Format: Online

Program Overview

Customers increasingly expect a seamless shopping experience across physical stores, e-commerce, mobile and other retail touchpoints. While retailers have invested heavily in digital capabilities, connecting these channels and the operations behind them remains a significant challenge. Delivering a consistent customer experience requires coordination across merchandising, store operations, inventory, supply chain, fulfillment and customer service.

This program explores how retailers can bring these functions together through stronger operating models, cross-functional collaboration and effective performance measurement. Participants will examine the complete customer journey, identify operational gaps and explore how emerging technologies, including AI, can improve execution. They will also develop a practical improvement roadmap to help strengthen their organization's omnichannel capabilities.

Program Objectives

  • Diagnose friction across the end to end customer journey, and the systems and cross functional dependencies behind it
  • Evaluate and improve omnichannel operating and fulfillment models by balancing speed, service, inventory and cost to serve
  • Identify and close execution gaps across stores, digital commerce, merchandising, supply chain, fulfillment and customer service
  • Build a focused omnichannel performance scorecard connecting customer experience, digital, operational and financial metrics
  • Identify and prioritize high value AI opportunities that strengthen omnichannel execution
  • Develop a practical improvement roadmap identifying priority initiatives and quick wins for your organization 

Who Should Attend

This program is intended for retail executives responsible for omnichannel strategy and execution, as well as Directors and Senior Leaders working in operations, supply chain, customer experience, digital commerce, e-commerce, merchandising and regional or district operations. It is particularly valuable for professionals looking to improve coordination across retail functions and deliver a more seamless customer experience.