Macy's found that customers who shop across channels are 8X more valuable than those who shop in a single channel. With today's shoppers shifting to buy in micro-moments, Chief Omnichannel Officer R.B. Harrison knew the brand needed to make major organizational changes to keep up.
- August 2015
"Our goal is to provide our shopper with the best experience in whatever way she chooses to interact with us: mobile, desktop, store, or all of them together."
—R.B. Harrison, Chief Omnichannel Officer for Macy's