Gartner Research

Digital Business: Consumers Are Changing Things Again in Retail

Published: 24 September 2014

ID: G00262914

Analyst(s): John Davison, Miriam Burt


The consumerization of retail is driving digitalization of the retail industry. Retail CIOs must prepare for the major transformational effect this will have on the industry's structure.

Table Of Contents
  • Impacts


Impacts and Recommendations

  • Digitalization will compel retail CIOs to advise the business to focus on technology investments to support customer collaboration and superior execution of the multichannel customer basics as key competences
  • The need for data excellence as a critical weapon for competitive advantage in digital business will enable retail CIOs to drive organizational realignment and new models of leadership
  • Digital business will spawn cross-industry customer processes and a blurring of industries, requiring retail CIOs to seek out dynamic technology partner ecosystems

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