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.
"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