The Omnichannel Execution Gap

Most retailers have the tools, platforms, and channels. The problem? They don’t talk to each other. Simply offering apps, delivery, and pickup options is no longer enough—the real challenge is connecting those systems seamlessly underneath the surface. In an upcoming report, Jeremy Goldman (VP of Editorial and Insights) outlines this exact issue: the omnichannel execution gap. Ahead of the release, he sat down with Xavier Vaissiere (Global Insights & Analytics Director at CP Skin Health Group) and Erica Meagher (Head of E-commerce at Beiersdorf) to discuss why this operational gap is widening and how retailers can fix it. INSIDE THE EPISODE: - Why a massive percentage of retail dollars still sit within the physical store, and how leaders are connecting it to digital. - How constantly adding new sales platforms without retiring old ones is creating a data nightmare—and what to do about it. - The specific trap brands fall into when deploying AI without a clear roadmap, and how to use it effectively. - Why closing the execution gap requires mastering four specific, unglamorous backend operations (from real-time inventory to returns). Listen to the full discussion above to learn how to make your underlying systems work together. The full report lands later this month.