E-commerce, mobile applications, social networks, marketplaces … The rise of new channels has significantly changed the habits of retail customers. 76% of American adults shop online , and most of them juggle between physical outlets and digital interactions with retailers. Despite the rise of new channels, the in-store visits remain decisive to acquire and convert new customers, even if 70% of the consumers learn about a brand on the Internet before buying in stores .
What are the best practices to build a new customer journey, and what technical capabilities are needed to provide a seamless omni-channel experience?
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