Editor’s Note: Are Your Customers Getting the Best 
Possible Cross-Channel Experience?

Creating a seamless cross-channel experience is likely your goal. But your customers may not be experiencing that, at least according to a March study from Forrester Research: US Online Retail Forecast, 2009 To 2014.

While the report said mostly positive things about the state of the U.S. online retail market — specifically that it grew 11 percent in 2009 to reach $155.2 billion and is forecasted to reach $248.7 billion by 2014 — it has some bad news about retailers and how their cross-channel experiences translate 
to consumers.