Gartner Research

Transforming From Multichannel to Unified Retail Commerce Primer for 2018

Published: 17 January 2018

ID: G00344022

Analyst(s): Kelsie Marian , Joanne Joliet , Robert Hetu , Miriam Burt


The centerpiece of unified retail commerce is the customer-centric experience. Successful retailers enable and enhance customer lifestyles by providing consistently pleasurable experiences, and retail CIOs should invest in technologies that unify the execution of customer-facing processes.

Table Of Contents



  • Top Challenges and How Gartner Can Help
    • How can we ready ourselves for digital business?
    • How will AI affect future business models, and what are the most likely use cases for retail?
    • How can we reach agreement on technology investment priorities?
    • How can we achieve a united approach to delivering operational excellence in the execution of customer-facing processes?
    • How can we optimize our workforce to execute effectively on customer requirements?

Related Priorities

  • Suggested First Steps
  • Essential Reading

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