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Deloitte and Sterling Commerce have today announced the findings of the second-annual meeting of the Cross-Channel Retailing Consortium, the industry’s first cross-channel think tank. Participants identified the need for better metrics to measure cross-channel success, the challenges in overcoming inventory management complexity and the resurgence of call centers as a factor in delivering superior customer service. The meeting - held at Shop.org’s annual summit in September - focused on how retailers can create a compelling cross-channel customer experience with multiple selling, sourcing, distribution and fulfillment channels working together to create a seamless and valuable shopping experience. Deloitte’s Kasey Lobaugh, who heads up the U.S. Retail Multi-Channel practice noted that, “Retailers recognize the potential of a multi-channel brand experience to deepen customer relationships and boost profits.” Read the full article