Omnichannel Retail
Maturity 202​2

Banking – Insurance – Telco

Optimizing digital and physical customer
interactions to sell and serve better 

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Based on the outside-in ’mystery shopper’ assessment of

190

Compa​nies

21

Countries

 Austria

 Belgium

 Croatia

 Czech Republic

 Denmark

 France

 Germany

 Hungary

 Ireland

 Italy

 Luxemburg

 Malta

 Netherlands

 Poland

 Portugal

 Romania

 Slovakia

 Slovenia

 Sweden

 Switzerland

 United Kingdom

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Omnichannel brings tangible business results

Sales representatives sell
1,5x bette​r

in person and remotely if they share a digit​al screen with customers

01

Up to 17% sales increase opportunity

in digitalizing lead capture and follow-up after sales representative/agent conversations

02

Retail efficiency can be increased

if digital and physical channels are properly co nnected 

03

04

Steering to digital can scale up

if sales representatives augment customer interactions by sharing a screen 

05

Tracking the topics discussed with customers is possible

in face-to-face and call center interactions with shared digital screens

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Code here

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