Omnichannel Commerce Series
Most retailers say they are omnichannel, but few operate that way. This series and assessment cuts through the noise, clarifies the difference between fragmented, unified, connected, and true omnichannel commerce, and offers a practical framework to decide what to fix, build, or extend.
Part 1: Most Grocers Say Omnichannel. They're Actually Running Multichannel.
By Matt Van Gilder, VP Omnichannel, NexChapter
Omnichannel has become shorthand for “more digital,” but the reality is more complex. This article defines omnichannel, unified, and connected commerce, and explains why seamless customer experiences depend on how systems and ecosystems work together behind the scenes.
Part 2: Where Clarity Cracked: How Regional Grocers Ended Up Running Four Businesses.
By Matt Van Gilder, VP Omnichannel, NexChapter; and Ken Kaufmann, VP Loyalty, NexChapter
Behind today’s grocery experience are four businesses pulling in different directions: store operations, ecommerce, partners, and retail media. This article shows how they emerged, where friction appears, and why rebuilding one operating rhythm is now essential.
Part 3: A Practical Omnichannel Maturity Guide for Regional Grocers
By Matt Van Gilder, VP Omnichannel, NexChapter
Growth, AI, and retail media all assume a foundation that can hold their weight. This guide introduces the Omnichannel Maturity Grid, helping leaders see where their model is misaligned across unified and connected commerce—and what to prioritize fixing first.