Business
Manhattan Unveils First Unified Commerce Benchmark for Specialty Retail in Europe
LONDON--(BUSINESS WIRE)-- Manhattan Associates Inc. (NASDAQ: MANH) today announced the findings of the industry's first real-world analysis of Unified
About this update from Manhattan Associates, Inc.
[{"type":"text","content":" LONDON--(BUSINESS WIRE)--\nManhattan Associates Inc. (NASDAQ: MANH) today announced the findings of the industry's first real-world analysis of Unified Commerce in specialty retail in Europe conducted in partnership with Google Cloud and Zebra Technologies. The Unified Commerce Benchmark for Specialty Retail, conducted by Incisiv via actual shopping transactions, assessed three retail verticals (apparel and footwear, home and DIY, and luxury), and five countries (France, Germany, Italy, UK, and the Netherlands).\n\n\nThe Unified Commerce Benchmark for Specialty Retail in Europe conducted by Incisiv, assessed 50 retailers, analysing 290+ customer experience capabilities in four categories including: search and discovery; cart and checkout; promising and fulfilment and service and support.\n\n\nBased on data from actual purchases, returns and customer journeys across digital and physical channels, the benchmarking reveals common attributes of successful retailers and opportunities for retailers to improve customer value and operations. Of the 50 retailers benchmarked, four brands emerged as overall leaders in Unified Commerce: Adidas, H&M, Leroy Merlin and M&S.\n\n\nBelow are some of the key findings from each of the four categories assessed:\n\n\n\nUnified Basket: The biggest point of friction in today’s retail customer experience is due to the loss of context when transiting between the physical and the digital. Leaders in cart and checkout understand that a unified cart or basket is a foundational capability when it comes to that all-important connection across channels; 40% of leaders show personalised promotions and offers on product description pages and cart, compared to 6% of non-leaders.\n\n\n\nGuided Inspiration: Leaders in search and discovery help shoppers discover meaningful products, making shoppers feel good about their purchase decisions, with 100% of leaders publishing detailed content on sustainability practices. They offer capabilities such as product recommendations, back-in-stock notifications, and product sourcing information, while 40% of Leaders offered real-time inventory visibility on product detail pages and personalised recommendations on home pages.\n\n\n\nFlawless Fulfilment: Leaders in promising and fulfilment make sure shoppers’ product pick-up or delivery experience is as good as their shopping jo...