Gartner Research

Retail Customers Are Leading Transformational Change With the Nexus of Forces

Published: 25 September 2013

ID: G00255494

Analyst(s): Miriam Burt, Robert Hetu


Customers are using information, mobile, social and cloud to redefine the way in which they interact with retailers. Retail CIOs need to understand how these forces can support the ensuing transformational business change.

Table Of Contents


  • The Nexus of Forces Is Empowering Customers to Instigate Transformational Change in Retail Businesses
    • Impact on the Retail Industry
  • The Nexus of Forces Is Augmenting and Accelerating the Power of Customer Collaboration
  • The Nexus of Forces Is Being Used to Drive Unrealistic Levels of Hype Around Contextualized Personalization

Gartner Recommended Reading

©2020 Gartner, Inc. and/or its affiliates. All rights reserved. Gartner is a registered trademark of Gartner, Inc. and its affiliates. This publication may not be reproduced or distributed in any form without Gartner’s prior written permission. It consists of the opinions of Gartner’s research organization, which should not be construed as statements of fact. While the information contained in this publication has been obtained from sources believed to be reliable, Gartner disclaims all warranties as to the accuracy, completeness or adequacy of such information. Although Gartner research may address legal and financial issues, Gartner does not provide legal or investment advice and its research should not be construed or used as such. Your access and use of this publication are governed by Gartner’s Usage Policy. Gartner prides itself on its reputation for independence and objectivity. Its research is produced independently by its research organization without input or influence from any third party. For further information, see Guiding Principles on Independence and Objectivity.

Already have a Gartner Account?

Become a client

Learn how to access this content as a Gartner client.