2021 Top 100 Omnichannel Retailers Report

A Ranking of Retailers' Omnichannel Programs Offered and the Execution of those Programs

In its fifth annual ranking of 100 leading retailers and brands based on their omnichannel capabilities — i.e., programs offered and the execution of those programs — Total Retail, in conjunction with Orckestra, reveals the industry leaders at the forefront of delivering frictionless cross-channel shopping experiences.

The value of an effective omnichannel strategy that can serve customers in multiple ways, often in the same purchase journey, has been heightened during the pandemic as consumer behaviors have shifted greatly. The integration of online and offline channels, from discovery through post-purchase support, has become a critical determinant in consumers’ purchase decisions and subsequent loyalty.

This report is a resource for retailers and brands to measure themselves against their competitors as well as the leading organizations in the industry. It should also serve as a prompt to conduct a self-audit of your company’s omnichannel capabilities, identifying areas of strength — which can be leveraged as differentiators — as well as areas of weakness. As consumer behaviors continue to shift and purchase journeys cross multiple channels, it’s the retailers that have a strong omnichannel infrastructure in place, including technology systems and solutions, that stand to prosper.