ATLANTA, March 21, 2023 (GLOBE NEWSWIRE) — Manhattan Associates Inc. (NASDAQ: MANH), in partnership with Google Cloud and Zebra Applied sciences, right this moment introduced the findings of the business’s first real-world evaluation of Unified Commerce in specialty retail. The Unified Commerce Benchmark for Specialty Retail, carried out by Incisiv, assessed 124 retailers throughout 11 specialty retail segments on the implementation of 286 key attributes of Unified Commerce.
Primarily based on perception from actual purchases, returns, and buyer journeys throughout digital and bodily channels, the benchmark reveals the widespread attributes of profitable retailers and the alternatives for others to enhance their buyer worth and modernize operations. Of the 124 retailers benchmarked, 15 emerged as leaders. These manufacturers are Academy Sports activities + Open air, American Eagle Outfitters, Belk Inc., Crate & Barrel, Levi’s, Macy’s, MAC Cosmetics, Neiman Marcus, Nordstrom, Pandora, REI Co-op, Saks Fifth Avenue, Sephora, UGG and Zales.
In right this moment’s quickly evolving ecosystem, retailers want full visibility on and perception into each facet of their enterprise, from back-end to customer-facing. Unified Commerce options mix a retailer’s front- and back-end techniques to determine a single view of the enterprise. That single view informs higher decision-making and enhanced buyer experiences, whereas enabling manufacturers to establish and reply to traits rapidly, in the end driving stronger income progress by as much as 6X. Nevertheless, consolidating techniques and constructing a cohesive Unified Commerce answer may be fairly difficult. The benchmark recognized the next widespread challenges in retailers’ efforts to undertake this new mannequin:
- Personalization – Retailers should have the ability to establish shopper intent and curate a customized expertise that meets their expectations. Nevertheless, solely 38% of the retailers studied give their retailer associates entry to shopper buy historical past and need lists throughout all channels. Solely 20% of the retailers studied supplied customized product suggestions and gives. As a class, digitally-native vertical manufacturers (DNVBs) outperformed the broader retail cohort on this space, with 42% providing superior personalization capabilities – 16 factors forward of the general group examined.
- Actual-Time Stock Visibility – Visibility into allocatable and saleable stock and wealthy findability are vital for retailers wanting to supply a seamless omnichannel expertise. Solely 29% of the retailers studied present real-time stock statistics on their product element pages.
- Comfort and Flexibility – As we speak, comfort is about extra than simply pace of supply. Comfort encompasses offering a number of fee and supply choices and the power to make modifications to an order after the sale. Solely 15% of the retailers studied supplied the choice to vary success methodology publish order affirmation. On a median, solely 27% of the retailers supplied the power to return retailer purchases on-line.
“Buyers don’t see channels the best way retailers do. Unified Commerce can solely present the extremely custom-made buying expertise anticipated by right this moment’s shoppers if there may be true visibility of stock availability, and adaptability throughout and after the sale,” mentioned Manhattan Associates president and CEO, Eddie Capel. “Embracing a Unified Commerce mannequin can drive sturdy enterprise progress, excessive income alternative, result in aggressive benefit and heightened buyer loyalty that each retailer covets. With the correct expertise and options, they will outperform their friends by as a lot as 6X.”
“Zebra Applied sciences helps retailers globally optimize their stock and interact their associates to enhance productiveness and ship an elevated buyer expertise,” mentioned Invoice Burns, Chief Govt Officer, Zebra Applied sciences. “This new benchmark highlights the vital position that real-time stock visibility, front-line employee enablement, and fulfilment flexibility play in driving Unified Commerce, and we have now the correct options to ship these advantages.”
“With the intention to ship on the promise of Unified Commerce, retailers should join digital and in-person experiences, and all the information and techniques that allow them,” mentioned Carrie Tharp, VP of Retail and Shopper at Google Cloud. “Manhattan Associates’ partnership with Google Cloud on this benchmark reveals how retailers could make it straightforward for patrons and retailer associates to search out the correct merchandise on-line and instore by implementing a unified commerce technique backed by information and AI.”
Giri Agarwal, Chief Technique Officer at Incisiv commented: “Unified Commerce is the brand new battleground for retailers to distinguish themselves. Our 2023 Unified Commerce Benchmark reveals that leaders who’ve adopted unified commerce ship extremely nuanced, seamless buyer experiences throughout channels, leveraging expertise and information to drive income progress. The insights from this benchmark received’t simply assist retailers sustain, it would assist them stand out.”
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Incisiv’s 2023 Unified Commerce Benchmark for Specialty Retail is the business’s first Unified Commerce benchmark with actual purchases, actual returns, and actual buyer journeys throughout digital and bodily channels.
The Benchmark contains of analysis from 124 retailers benchmarked throughout 11 specialty retail segments selecting a mixture of high omnichannel retailers by income, and high Digital Native Vertical Manufacturers (DNVBs) by retailer rely, spanning 286 buyer expertise capabilities throughout 4 purposeful areas: Search & Discovery, Cart & Checkout, Promising & Fulfilment, & Service & Help
Incisiv’s group of buyer expertise analysts carried out complete buying journeys, together with 8 actual purchases and returns with every retailer studied, throughout each bodily and ecommerce channels. Assessed retailers have been then scored primarily based on the adoption of buyer expertise capabilities, the efficacy of every functionality, and the consistency and high quality of expertise.
ABOUT MANHATTAN ASSOCIATES:
Manhattan Associates is a expertise chief in provide chain and omnichannel commerce. We unite data throughout the enterprise, converging front-end gross sales with back-end provide chain execution. Our software program, platform expertise and unmatched expertise assist drive each top-line progress and bottom-line profitability for our clients.
Manhattan Associates designs, builds and delivers vanguard cloud options in order that throughout the shop, via your community or out of your success heart, you might be able to reap the rewards of the omnichannel market. For extra data, please go to www.manh.com
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