Gartner Research

Hype Cycle for Digital Commerce, 2018

Published: 25 July 2018

ID: G00340375

Analyst(s): Mike Lowndes


Digital commerce is a key way to acquire customers, develop relationships, drive revenue and reduce costs. This Hype Cycle will help organizations evaluate the suitability of various digital commerce technology capabilities in the market, and to understand their time to maturity and business value.

Table Of Contents


  • What You Need to Know
  • The Hype Cycle
  • The Priority Matrix
  • Off the Hype Cycle
  • On the Rise
    • Thing Commerce
    • Marketplace Operation Applications
    • Consumer Messaging Applications for CRM
    • Customer Journey Analytics
  • At the Peak
    • Visual Configuration
    • Digital Experience Platforms
    • Immersive Commerce
    • API-Based Digital Commerce
    • Customer Engagement Hub
    • Digital Ethics
    • Customer Data Platforms
    • Progressive Web Apps
    • Conversational Commerce
    • Recurring Revenue Management
    • Shoppable Media
    • Video Chat for Customer Service
  • Sliding Into the Trough
    • Web Real-Time Communications
    • Virtual Customer Assistants
    • Analytics for Customer Intelligence
    • Knowledge Management for Customer Service
    • Personalization Engines
    • Digital Wallet
    • Enterprise Feedback Management
    • Social for CRM: Social Feedback Management
  • Climbing the Slope
    • Customer-Centric Merchandising and Marketing
    • B2C Dynamic Pricing
    • Price Optimization and Management for B2B
    • MDM of Customer Data
    • CPQ Application Suites
    • DOM
  • Entering the Plateau
    • Digital Commerce SaaS
    • Lead Management
    • Integration Brokerage
    • Fraud Detection
  • Appendixes
    • Hype Cycle Phases, Benefit Ratings and Maturity Levels

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