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Scoop.it!
Tracking customers through today’s data-driven shopping journey provides retailers a fresh take on doing business and the chance to deliver the best customer experience and build loyalty. 
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Curated by Farid Mheir
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Most overused these days, omni-channel is often a concept that is difficult to understand. This paper sheds some lights onto the concept as well as provides very useful concrete examples that describe how companies put omni-channel through its paces.
Moreover, the paper delivers the concept with a focus on data, which indeed appears to be the glue that ties omni-channel together very well. Even though the focus is on retail, I believe this may also apply to banks and other physical locations where customers interact with businesses.