By Matt Van Gilder, VP Omnichannel, NexChapter
This past fall conference season, I started to write down all the different titles I was seeing in the digital retail space. Head of Digital Commerce, Director of Connected Commerce, VP of Omnichannel, Manager of Unified Commerce. And of course, the classic: Director of eCommerce…
Part 1: Most Grocers Say Omnichannel. They're Actually Running Multichannel.
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
For a long time, grocery ran on a rhythm everyone understood. The store was the operating model: one system, one cadence, one place where fresh, service, and the weekly ad shaped the business. When the store was right, everything else felt right.
But the reality many of us now recognize is this:
We didn’t just add channels. We stacked operating models on top of each other.
And the structure underneath never fully caught up.
Part 3: A Practical Omnichannel Maturity Guide for Regional Grocers
Most regional grocers are not immature. They are misaligned. You did not get here by accident. You added channels because customers demanded them. You partnered with marketplaces because reach mattered. You launched retail media because margins were under pressure. Each decision made sense at the time.