Gartner Research

Strategic Road Map for Creating a Convenient Commerce Experience

Published: 19 December 2013

ID: G00252535

Analyst(s): Laura McLellan, Allen Weiner, Aparna Bajaj

Summary

Customers want more convenience at each stage of digital commerce journey. Digital marketing leaders need to understand customers' perception of convenience to improve experiences on existing digital commerce sites.

Table Of Contents

Analysis

  • Future State
    • Multichannel Access (Convenience in Accessing Digital Commerce Site)
    • Mobile Optimization (Convenience of Shopping Through Any Device)
    • Personalization (Convenience of Being Remembered)
    • Site Experience (Convenience of Finding Products Quickly)
    • Customer Service (Convenience of Shopping Without Hassle)
    • Flexible Delivery (Convenience in Receiving Products)
  • Current State
  • Gap Analysis and Interdependencies
    • Multichannel Access (Convenience in Accessing Digital Commerce Site)
    • Site Experience (Convenience of Finding Products Quickly)
    • Customer Service (Convenience of Shopping Without Hassle)
    • Flexible Delivery (Convenience in Receiving Products)
    • Personalization (Convenience of Being Remembered)
  • Migration Plan
    • Higher Priority
    • Medium Priority
    • Lower Priority

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