Moving beyond omnichannel: Consumer packaged goods and retail

Explore key challenges and success factors for connecting with customers in the CPG and retail industries.


Industry-specific perspectives gleaned from a KPMG-commissioned global market study


Consumer Packaged Goods (CPG) companies are seeing the end of traditional business models that link manufacturers with retailers and consumers. Retailers worldwide are facing threats to their very survival—from eroding margins and declining market share to digitally adept consumers who expect a great customer experience with every interaction.  

To succeed in this volatile environment, Consumer and Retail companies need a holistic, enterprise-wide, “outside-in” approach that connects their front, middle and back offices. Aligning to the customer’s agenda is paramount.  

Read our flash summaries and full reports to explore key challenges and success factors for connecting with customers, based on research done with leaders in these industries.


CPG reports


Moving beyond omnichannel to engage today’s consumer

Read the CPG flash summary


Beyond omnichannel: CPG companies, are you writing the right checks to win consumers?

Read the CPG full report

Retail reports


Moving beyond omnichannel retailing

Read the retail flash summary


Beyond Omnichannel: Changing the paradigm on customer centricity in the retail industry

Read the retail full report


On behalf of KPMG, Forrester Consulting performed a quantitative survey in 2016 of 1,290 business and technology leaders involved with omnichannel strategy decisions at enterprises in the US, Canada, the UK, Germany, Australia, Mainland China and Hong Kong S.A.R. Forrester also performed twelve qualitative interviews. Industries represented in the study include Banking, Property and Casualty Insurance, Healthcare payers and providers, Consumer Packaged Goods, Retail and Telecommunications.