Gartner Research

Customer Centricity Is Essential to Retail Digital Marketplace Success

Published: 13 August 2019

ID: G00384315

Analyst(s): Robert Hetu , Kelsie Marian


Retailers must approach digital marketplaces strategically, predicated on the principles of unified retail commerce. Retail CIOs can proactively advise the business of the central role of IT in enabling retail digital marketplace models successfully.

Table Of Contents


  • Retailers Must Decide Now Whether to Host Their Own, Participate in Third-Party or Strategically Ignore Digital Marketplaces
  • Leading Retailers Will Place Customer Processes and Lifestyle-Related Behaviors at the Center of Their Digital Marketplace Strategy
  • Many Retailers Are Underestimating the Importance of IT in Enabling New Digital Business Models

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