Gartner Research

Market Insight: 2020 Technology and Service Provider Agenda for Retail Industry

Published: 11 December 2019

ID: G00464459

Analyst(s): Daniel O'Connell , Hanna Karki , Sandeep Unni


The global retail industry is expected to buy $268 billion (constant currency) of IT products and services by 2023, driven by consumers impacting business model changes. Product managers selling into the retail industry must offer digital technologies that improve customer experience and engagement.

Table Of Contents


  • Key to Retail Digital Transformation Is Adaptation
  • Supporting Unified Retail Commerce Is Imperative
  • Empowering Employees to Execute Seamless Customer Experiences
  • The Majority of Retail Companies Are Already Planning for AI
  • The TSP Landscape Is Too Complex and Unwieldy for Retailers to Navigate Easily

Background and Context

The Impact


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