Gartner Research

Retail CIOs Must Employ Cross-Channel Task Management to Optimize the Customer Experience

Published: 23 January 2015

ID: G00272771

Analyst(s): Kelsie Marian

Summary

Task management has largely been viewed as relative to the physical store. Now it is time for CIOs to support task management across the channels to deliver on customer expectations in the store, and prepare for the continued emergence of consumer-led digital business models.

Table Of Contents
  • Impacts

Analysis

Impacts and Recommendations

  • To deliver excellent execution, in-store retailers must first focus on the basics, which are a key success factor in fulfilling customer cross-channel shopping expectations
  • Without leveraging analytics to optimize the workforce, retailers will fail to react quickly to fast-changing store and customer needs
  • Approaching task management as a "to do" list fails to connect in-store execution to a broader multichannel strategy and overall digitalization strategy, and it hinders the customer experience

Gartner Recommended Reading

©2019 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.