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Omni-Channel Retailing: Winning in the Age of AI, Social Commerce, and Connected Consumers

BOOK · 2026 · 219 pages · By Ken Kwong-Kay Wong

Business & Economics
Synopsis

Omni-Channel Retailing explores the transformation of retail from siloed multi-channel operations to fully integrated, customer-centric ecosystems. As consumer expectations evolve and digital technologies reshape the marketplace, retailers must deliver seamless, consistent experiences across all touchpoints. This book goes beyond traditional frameworks by introducing emerging concepts such as agentic AI, Business-to-Agent (B2A) commerce, and Generative Engine Optimization (GEO). It highlights how AI-driven shopping is redefining customer interactions—and how retailers must adapt to remain visible and competitive. Combining theory with practical insights, the book presents real-world strategies for integrating physical and digital retail, leveraging data analytics, and adopting technologies like AR and VR. Ideal for students and professionals alike, it offers a forward-looking guide to succeeding in the next era of retail.

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