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Conference Updates

India, November 23, 2020

Gartner India IT Symposium/Xpo: Day 1 Highlights

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Key Announcements

The Retail Store Is Mission Control for Unified Commerce

Presented by Joanne Joliet, Senior Director Analyst, Gartner

The retail store plays the same role as ground control for space operations. It serves as a  central command of activity and is ultimately responsible for the success of the mission. Joanne Joliet, Senior Director Analyst at Gartner explored key strategies and technologies needed to position the physical store as the convergence point for digital and physical assets and deliver out of this world customer experience.

Key Takeaways

  • “Online retail increased by 44% during the COVID-19 pandemic. But retail stores were preferred more by consumers for fulfilment or returns and exchanges. 61% of shoppers prefer to return online orders to stores, which makes retail stores indispensable to the retailer's overall success.”

  • “The four key elements that retail CIOs need to focus on for creating a successful unified commerce are 1) Telemetry, 2) Commanding, 3) Staffing and 4) Analysis and Support.”

  • “Stores need to be connected to reduce data latency and provide situational awareness. Smart checkout, robotic process automation, algorithmic retailing, contextualized real time pricing, conversational commerce are some of the technologies that can help achieve unified commerce.”

  • “Retailers who create fluidity and flexibility by building a unified commerce ecosystem, will be the ones who succeed”

  • “To establish retail stores as mission control, CIOs need to 1) Reset expectations, 2) Connect all physical stores, 3) Enable digital dexterity amongst associates, 4) Operate intelligently, and 4) Anticipate the unexpected. 

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Watch this space for more updates throughout the day.

The Retail Store Is Mission Control for Unified Commerce

Presented by Joanne Joliet, Senior Director Analyst, Gartner

The retail store plays the same role as ground control for space operations. It serves as a  central command of activity and is ultimately responsible for the success of the mission. Joanne Joliet, Senior Director Analyst at Gartner explored key strategies and technologies needed to position the physical store as the convergence point for digital and physical assets and deliver out of this world customer experience.

Key Takeaways

  • “Online retail increased by 44% during the COVID-19 pandemic. But retail stores were preferred more by consumers for fulfilment or returns and exchanges. 61% of shoppers prefer to return online orders to stores, which makes retail stores indispensable to the retailer's overall success.”

  • “The four key elements that retail CIOs need to focus on for creating a successful unified commerce are 1) Telemetry, 2) Commanding, 3) Staffing and 4) Analysis and Support.”

  • “Stores need to be connected to reduce data latency and provide situational awareness. Smart checkout, robotic process automation, algorithmic retailing, contextualized real time pricing, conversational commerce are some of the technologies that can help achieve unified commerce.”

  • “Retailers who create fluidity and flexibility by building a unified commerce ecosystem, will be the ones who succeed”

  • “To establish retail stores as mission control, CIOs need to 1) Reset expectations, 2) Connect all physical stores, 3) Enable digital dexterity amongst associates, 4) Operate intelligently, and 4) Anticipate the unexpected. 

Watch this space for more updates throughout the day.

About Gartner

Gartner, Inc. (NYSE: IT) delivers actionable, objective insight to executives and their teams. Our expert guidance and tools enable faster, smarter decisions and stronger performance on an organization’s mission-critical priorities. To learn more, visit gartner.com.

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