Retailing is at an inflection point, and the tables have turned. While early eCommerce sites were designed to replicate the store experience, today’s retailers are struggling to bring elements of the rich online experience into their stores. In fact, for the first time ever, consumer satisfaction with online retailers in the US has surpassed store-based retailers – with little signs of slowing.

This report aims to jump-start a dialog on the role that eCommerce will play, not as an independent entity, but as a player in an integrated cross-channel strategy. What did our survey respondents identify as their biggest business challenges? And where are the most viable near-term opportunities that arise?