Gartner Research

Survey Analysis: Organizations Need to Improve the Customer Experience to Fully Exploit Digital Commerce

Published: 04 February 2019

ID: G00369517

Analyst(s): Penny Gillespie

Summary

Improved customer experience is the primary purpose of digital commerce, but organizations still struggle with commerce basics. Our survey analysis, coupled with social media analytics, will help application leaders identify opportunities for digital commerce improvement to gain competitive edge.

Table Of Contents

Data Insights

  • Insight 1: Digital Commerce Accounts for Nearly 25% of Overall Revenue, but Increases When the Digital Commerce Platform Is Custom-Built
  • Insight 2: More Survey Respondents Have Acquired Digital Commerce Platforms Than Built Them
  • Insight 3: Indifference Toward a Common Platform for B2C and B2B
  • Insight 4: Digital Commerce Is a Means to Digital Business
  • Insight 5: Customer Satisfaction Drives the Use of Digital Commerce
  • Insight 6: The Majority of Organizations Struggle With Mastering Digital Commerce
  • Methodology

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