With the phenomenal growth of mobile and social media, many organizations are realizing they need an online presence to reach out to digitally savvy customers. But delivering a seamless customer experience across various online and offline channels is increasingly challenging. This article describes how Hummel, a European sports fashion company, overcame the challenges and successfully transitioned toward omnichannel retailing. Based on this case, we provide insights to guide organizations with similar ambitions, and the implications for their CIOs.
|Journal||M I S Quarterly Executive|
|Number of pages||16|
|Publication status||Published - 2015|