Canadian retailers are catching up to global peers on seamless commerce, according to a new KPMG International report.
The report said Canada emerged fourth among eight major countries in making retailing a simpler, friendlier and more convenient experience for consumers.
“Canadian retailers are making significant strides to build bridges across multiple channels – online and bricks and mortar – to become more efficient and improve the consumer shopping experience,” said Kostya Polyakov, Partner and National Leader for Consumer and Retail, KPMG in Canada.

“Amid tight profit margins, higher costs and sharply lower discretionary spending, retailers recognize they must embrace digital solutions to remain competitive and stay in business.
“The most important finding is that as we come out of COVID, out of a period of time where seemingly consumers shifted to online and ecommerce sales were up all over the industry, what we’re seeing now, and it’s been proven with this survey, is that the overwhelming majority of consumers actually still prefer to shop in-store, bricks and mortar. However it doesn’t mean you can ignore ecommerce . . . You need to blend the two together and this is this concept of seamless commerce that we’re referring to.
“It is something that maybe some expected, some didn’t. But it is interesting to see that in this age of technology people still like to feel, see and touch stuff.”

Key report highlights include:
- A customer-aligned workforce: This suggests that Canadian retailers might already be shifting towards incentivizing customer-centric KPIs over traditional product and channel-centric metrics
- Challenges with strategy driven by insights: Canadian retailers may face challenges in breaking down data silos and leveraging data analytics to drive strategic decisions
- Relatively strong in adopting digital technologies: Canada should look at further leveraging AI to enhance the customer experience and operational efficiency
- Lower product and service innovation: There’s potential to push the boundaries further by leveraging customer data to tailor product assortments and develop more personalized services
“Retailers must shift their focus from channel to customer,” said Polyakov. “Consumers expect retailers to meet them where they are – online, whether it’s mobile or laptop, in-store, or on social media – and to deliver the same experience regardless. The only way retailers can meet their expectations is by breaking down data silos and developing a seamless, connected experience.
“While live commerce isn’t a huge factor yet in Canada, we expect this will change as more retailers experiment with their offerings to attract younger audiences who find the format fun and engaging and a way to secure better deals and prices.
“Retailers will need to stay one step ahead by delivering consistent, personalized experiences, regardless of how customers choose to shop.”

Polyakov said Canada is in the middle of other countries when it comes to blending the two experiences. Retailers are working through the challenges – breaking down traditional silos and traditional ways of running a retail organization.
“Every retailer is trying to come up with how they will deal with this issue because they know it’s important to the consumer,” he said.
The key he said is putting a customer lens on everything. What would make a customer’s life and shopping experience easier?
Polyakov said ecommerce has not reached its peak and will continue to grow. But there will be a separation of product categories. Certain products people want immediately. Certain products people will expect to buy in bricks and mortar but more and more they’ll realize they can buy those products online if there is no emergency in getting them.
A recent KPMG in Canada survey found that, despite the pandemic accelerating the move to online shopping, 67 per cent of Canadians still prefer to shop in-store versus online. A similar storyline is unfolding in the U.S., with 70 per cent of total retail sales coming from brick-and-mortar locations, the report finds.
The survey found Canadian shoppers want more detailed specs, better search functionality, easier returns, the ability to ask questions about a product and a better delivery experience as necessary to improve the online shopping experience. Meanwhile, research found that Americans focus more on speed, convenience, and personalization, likely due to the larger availability of e-commerce experiences and products in the U.S., the report says.
“E-commerce capabilities like click and collect and return in-store are becoming must-have services for retailers to remain competitive,” said Polyakov. “But seamless commerce needs to go beyond that. Our survey found almost two-thirds of Canadians want retailers to be more creative when replicating in-store experiences online, such as using virtual reality and artificial intelligence.”












































