The customer journey and associated expectations continue to rapidly evolve – driving a major transformation in retail. Disruption and adaptation are changing the customer engagement model and blurring the lines among retailers, brands and wholesalers. Unified commerce is the key to this retail transformation. Critical to unified commerce are the four key pillars that we have identified to define the required customer experience: personal, mobile, seamless and secure. BRP’s 2018 POS/Customer Engagement Survey of top North American retailers offers insights into retailers’ current priorities and initiatives as digital and physical retail environments converge to facilitate a seamless experience across channels.