WHAT IS UNIFIED COMMERCE – AND WHY IS EVERYONE TALKING ABOUT IT? 

If you’re in retail, you’ve likely heard the buzz around unified commerce. But is it just another passing tech trend, or a genuine game-changer?

(Spoiler: it’s the latter.)

Let’s unpack what unified commerce really means, how it differs from omnichannel retail, and why it’s fast becoming the gold standard for both customer experience and operational agility

 

1. What Is Unified Commerce?

Unified commerce is the next evolution of omnichannel retail. While omnichannel focuses on offering multiple touchpoints (online, in-store, mobile, etc.), unified commerce goes a step further – it connects all those touchpoints through a single, centralised platform. But it doesn’t stop there, it moves the ball further down the field by tying in back-end systems such as inventory, cash management, and other administration tools.

Think of it as the difference between having multiple instruments playing separately (omnichannel) versus a full orchestra playing in harmony (unified commerce).

With unified commerce, retailers gain a real-time, 360° view of their customers, inventory, and operations. This means no more silos, no more guesswork – just seamless experiences across every channel.

2. Omnichannel vs Unified Commerce: What’s the Difference?
 

In short, omnichannel is about presence; unified commerce is about intelligence. It’s not enough to simply “be everywhere” – you need to connect the dots.

3. Why Unified Commerce Is the Future

Retail is evolving faster than ever. Here’s why forward-thinking retailers are making the shift:

- Real-Time Insights: Unified commerce platforms provide instant access to customer behaviour, inventory levels, and sales data – no more blind spots.

- Personalisation at Scale: With a single view of the customer, retailers can deliver tailored experiences across every touchpoint, from personalised offers to frictionless checkout.

-Operational Efficiency: Streamlined systems reduce friction, cut costs, and improve speed to market.

-Future-Proofing: Unified commerce is built for adaptability – whether it’s integrating new payment methods, launching pop-up stores, or scaling globally.

And the numbers speak for themselves: according to McKinsey, businesses that prioritise customer experience and digital transformation can achieve up to 10-20% uplift in customer satisfaction, 10-15% increase in sales conversion, and 20-50% lower cost to serve. When it comes to CX, unified commerce platforms offer the most powerful form of digital transformation on the market today.

So, like we said, the future is unified.

4. The Customer Expectation Shift

Today’s shoppers don’t think in channels – they think in experiences. They expect to start a purchase on their phone, check stock online, and complete the transaction in-store without a hitch. They want click-and-collect, easy returns, and loyalty rewards that follow them everywhere.

If your systems can’t deliver that level of fluidity, customers will notice – and they’ll go elsewhere. Unified commerce isn’t just a technology upgrade; it’s a customer experience imperative.

Why GLORY?

Through our subsidiary, Flooid, we help retailers unify their tech stack, streamline operations, and elevate customer experience with a market-leading unified commerce platform. And we don’t stop there – Glory is a full-spectrum retail solutions provider, offering:

- Cash Automation:  Reduce shrinkage, improve security, and free up staff time.

- Self-Service Solutions: Drive engagement and efficiency with smart kiosks and self-checkout solutions.

- Unified Commerce: Connect every channel, every customer, every transaction.

Ready to Unify?

If you’re ready to move beyond omnichannel and embrace the future of retail, let’s talk. Contact GLORY today to explore how our unified commerce solutions – alongside cash automation and self-service – can transform your business.