Omnichannel clienteling study

Returns remain one of the most expensive and disruptive parts of the retail supply chain, and much of that cost traces back to sizing and fit uncertainty. Leading retailers are investing in tools that help customers choose correctly the first time, reducing returns before they happen rather than managing them after the fact.

Gift-giving introduces a second customer into the equation—the giver and the recipient often have different needs, expectations, and touchpoints with the brand. Leading programs are building gift services that engage both parties meaningfully, from selection through delivery.

Sustainability expectations don’t end when a customer completes a purchase—they extend into how the product actually reaches them. Retailers are exploring a range of options to make last-mile delivery more sustainable.