Customers no longer move through a linear path to purchase—they jump between channels, devices, and touchpoints with the expectation of a seamless, connected experience. Yet many retailers still operate with siloed systems and disconnected strategies, leading to friction that frustrates customers and erodes loyalty. The shift from multi-channel to omni-commerce isn’t just about expanding reach—it’s about creating a unified, data-driven ecosystem that ensures every interaction adds value.

In this session, Marco Trada of Leroy Merlin will explore how leading retailers are breaking down barriers to create a frictionless customer journey, including:

• Identifying the most common breakdowns between digital and physical interactions and how to fix them
• The role of real-time data – How to use live insights to personalise customer engagement
• Ensuring organisational alignment so teams can execute a seamless omni-commerce strategy
• Rethinking success: If revenue isn’t the only metric, what are the key indicators of an effective omni-commerce experience?