Customers expect consistency across shopping channels. As customer expectations for interactions with retailers across sales channels have become more sophisticated, so too have their demands for how returns are handled. Most retailers are still struggling to understand and respond to the return process. Find out some best practices that true omnichannel retailers are using to optimize the return process. (Chain Store Age)

Did you know that 77% of retailers let customers buy in-store and have the product shipped to their home but only 28% offer customers the ability to buy online and then pick-up in-store? Find out 8 ways that retailers win in omnichannel in this simple slideshow by NRF. The NRF–FitForCommerce Omnichannel Retail Index provides retailers with benchmarks for evaluating their omnichannel initiatives. The study that can be downloaded for free, examines 120 retailers on approximately 200 criteria across web, mobile and in-store experiences. (

Learn why the omnichannel customer experience matters, how to research the omnichannel CX using analytics, surveys, and user testing and how to use results to improve the omnichannel customer experience in an eBook from UserTesting. The Measuring and Evaluating Your Omnichannel Customer Experience eBook is available to download for free. (User Testing)

Mediamath compiled stats from around the web that every digital marketer, retailer, and retail digital marketer need to know into an infographic. The infographic provides five trends influencing the future of retail. Trends include mobile being the majority of digital ad spending and digital influencing the majority of in store sales. (Adweek)

Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. Furthermore, 84% of CIOs at customer-centric companies focus on the mobile customer experience. Mobile apps have profound implications for the interactions between companies and their customers. Fonolo summarizes 10 Customer Experience Trends for 2016 in a full report that is free to download. (Customer Think)

Feature Photo Source: Tom Godber