“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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