2025 Benchmark Index: Unified Commerce for Specialty Retail

The 2025 Unified Commerce Benchmark is specialty retail’s most comprehensive performance index. Through measurement and evaluation of over 300 capabilities across four foundational experience areas, this assessment provides in-depth insights into the evolution of unified commerce, and how certain retailers leverage key capabilities to drive differentiation and success.

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Unified Commerce is Evolving—Are You Keeping Up?

Rising customer expectations, fragmented shopping journeys, and operational inefficiencies are redefining the future of retail. To stay ahead, specialty retailers must deliver seamless, connected experiences across every touchpoint. The Unified Commerce Benchmark 2025 is the industry’s most comprehensive assessment, analyzing 220+ retailers across 7 key segments to uncover what sets leaders apart.

Key Takeaways

Leaders Are Redefining Seamless Shopping

Explore how the best retailers prioritize frictionless experiences across digital and physical channels, ensuring convenience at every step.

Service Excellence Drives Long-Term Success

Understand how brands invest in personalized, always-on customer support that blends AI-driven efficiency with human connection.

Checkout & Fulfillment Are Make-or-Break Moments

See how speed, flexibility, and reliability in checkout and delivery directly impact conversion rates and customer loyalty.

Transformation Requires a Strategic Roadmap

Discover why leaders don’t just adopt technology—they align their investments with business outcomes to future-proof their operations.

Meet The Experts

Manhattan

Manhattan is a technology leader in supply chain commerce, offering cloud-native solutions for omnichannel retail, supply chain planning, and execution. Its Manhattan Active® platform streamlines store, transportation, and fulfillment operations, driving efficiency and growth for top global brands.

Incisiv

Incisiv is a peer-to-peer executive network and industry insights firm for consumer industry executives navigating digital disruption. Incisiv offers curated executive learning, digital maturity benchmarks, and prescriptive transformation insights to clients across the consumer and technology industry spectrum.

Google Cloud

Google Cloud is widely recognized as a global leader in delivering a secure, open, intelligent and transformative enterprise cloud platform. Customers across more than 150 countries trust Google Cloud’s simply engineered set of tools and unparalleled technology to modernize their computing environment for today’s digital world.