2021 Gartner CIO Agenda: 5 Digital Business Acceleration Trends for Retail

“Retail is experiencing unprecedented change driven by consumer behaviors, enabled by technology and accelerated by a pandemic. Retail CIOs must embrace digital transformation and composability to support business leaders.”

 

Key findings from Gartner:

 

  • “Retail digital transformation has accelerated because of rapid digital adoption by consumers as a result of the wide and varied impact of the global pandemic.
  • Although retailers mark their own digital business maturity as outpacing other vertical industries, they have a lot of ground to make up, and must always remember that their consumers are not standing still.
  • In 2021, retailers are expecting dramatic surges in customer self-service and customer engagement, with both going beyond transactional interactions to becoming more experiential in nature.”

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Gartner, 2021 CIO Agenda: 5 Digital Business Acceleration Trends for Retail, Robert Hetu, 11 Nov 2020
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