
A good analogy for this is an iceberg — only 10% of it is visible and 90% of is under water. In our case, 10% is what customer gets (user-centric experience, new touchpoints, and payment methods) and 90% stands for efforts of retailers to provide that. Omni-experiences bring many changes into IT infrastructure, like different integrations, legacy system updates, application migrations, modules configuration, custom components development, or costs for support.