Urban Outfitters Retail 2020 Harmonizing Omnichannel Demand and Experiential Store Operations

Over 60% of companies are increasing product complexity and SKU portfolios to meet the demand of eCommerce and mobile consumers. Retailers are getting smart about how to balance this complexity across channels for seamless omnichannel experience.

Retailers are also the most bullish on social. 73% are currently tapping into social as a real-time source of customer feedback but only 33% say that it has improved demand sensing and forecasting. The third that have had success, though, are demonstrating how social and big data can be the connective tissue across previously disparate sales channels.

In this vlog, I visit two new Urban Outfitters locations in New York City. Both the Herald Square location in Manhattan and Space 98 in Williamsburg are major deviations from the average UO store with triple the square footage and new service-oriented offerings. Watch as I share how these two new mega-stores are creating experiential commerce within brick and mortar by integrating social, big data analytics and omnichannel service operations.