Gartner Research

Hype Cycle for Digital Commerce, 2016

Published: 07 July 2016

ID: G00290527

Analyst(s): Mike Lowndes , Jason Daigler

Summary

Enterprises use digital commerce as a key way to acquire customers, develop relationships and drive revenue. This Hype Cycle helps enterprises evaluate the suitability of various digital commerce technology capabilities hyped in the market, and understand their maturity and business value.

Table Of Contents

Analysis

  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Thing Commerce
    • Consumer Messaging Applications for CRM
    • IMC-Enabled, Packaged CRM Applications
    • Customer Engagement Hub
  • At the Peak
    • Customer Journey Analytics
    • Recurring Revenue Management
    • Video Chat for Customer Service
    • Augmented Reality in Retail
    • DXPs (formerly UXPs)
    • Shoppable Media
    • Analytics for Customer Intelligence
    • Mobile Commerce
    • Tag Management
    • Web Real-Time Communications
  • Sliding Into the Trough
    • Recorded Video Customer Service
    • Responsive Design
    • Virtual Customer Assistants
    • Digital Coupons for Digital Commerce
    • Personalization Engines
    • Social for CRM: Social Feedback Management
    • Enterprise Feedback Management
    • Knowledge Management for Customer Service
    • CPQ Application Suites
    • Loyalty Management Systems
    • Price Optimization and Management for B2B
  • Climbing the Slope
    • Distributed Order Management
    • MDM of Customer Data
    • Digital Commerce SaaS
    • Integration Brokerage
  • Entering the Plateau
    • Fraud Detection
    • Mobile POS
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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