Press Releases

STAMFORD, Conn, February 8 2021

Gartner Marketing Research Shows 50% of Brands Will Have Failed to Unify Customer Engagement Channels by 2022

Research Shows How Marketing Should Prioritize Digital Commerce to Better Mitigate Revenue Impacts, Retain Customers and Adapt Product Offerings for the Post-Pandemic World

Through 2022, 50% of large organizations will have failed to unify engagement channels, resulting in a disjointed and siloed customer experience that lacks context, according to Gartner, Inc.

To remedy this, Gartner’s Digital Commerce for Marketing Leaders 2021 research shows that organizations should deliver frictionless omnichannel experiences to create more connected experiences for customers and further drive digital commerce*.

“Frictionless omnichannel commerce provides consistent, streamlined experiences across channels throughout the customer journey, and this has increased in importance since the outbreak of the pandemic,” said Matt Moorut, principal analyst in the Gartner Marketing practice. “Frictionless omnichannel experiences allow organizations to not only provide customers with more purchase and fulfillment options, but also enable customers to quickly switch engagement methods in case of channel disruption. This enables marketing leaders to better protect business-critical revenue streams.”

Despite many consumers moving online to purchase goods during COVID-19 lockdowns, the perceived benefit of in-person shopping remains strong. This means organizations that have wide-reaching store footprints are well-positioned to leverage frictionless omnichannel experiences. Those without a brick-and-mortar presence can still tap into the benefits of frictionless omnichannel experiences by partnering with third parties.

Frictionless omnichannel experiences need to go beyond just buying online, in-store pickup and curbside pickup, and enable a truly seamless experience for selling, serving, fulfilling and delivering. To do this, marketing leaders must focus on the following areas when collaborating with other organizational leaders and optimizing their 2021 strategy: 

  • Feature Fulfillment Options: Highlight customers’ fulfillment options clearly within the purchase journey to increase overall sales. For example, allow customers to choose between in-store pickup and drive-up curbside pickup for goods, with clear instructions linked from product detail pages.
  • Incentivize Omnichannel Sales: Test thresholds for incentivizing omnichannel sales, such as offering a gift card to encourage customers to buy online and pick up in-store or curbside. This also has the added benefit of alleviating shipping pressures when completing a purchase.
  • Ensure Consistent Messaging: Work with customer service leaders to ensure that messaging is consistent for customers when switching among channels, including social networks, chatbots and contact centers.
  • Integrate Digital Inventory: Partner with supply chain leaders to push for better integration of inventory across digital touchpoints to show available inventory per store location. This informs buying decisions from any channel.
  • Prioritize Partnerships: Select partnerships that extend frictionless omnichannel shopping, including online marketplaces, especially where first-party options are limited.

*Gartner defines digital commerce as the design and execution of marketing activities that enable and encourage customers and prospects to research, evaluate and purchase products online. While e-commerce refers to sales through an online shop, digital commerce can refer to any sales channel driven by digital technologies.

Additional details are available to Gartner for Marketers clients in the report Digital Commerce for Marketing Leaders 2021: A Gartner Trend Insight Report.


About the Gartner Marketing Symposium/Xpo

Gartner analysts will discuss the key issues facing CMOs during the Gartner Marketing Symposium/Xpo, taking place virtually August 17-19. This conference provides marketing leaders actionable advice about the trends, tools and emerging technologies they need to deliver business results. Gartner analysts address the biggest opportunities, challenges and priorities marketers face today, including data and analytics, customer experience, content marketing, customer insight, marketing technology (martech) and multichannel marketing. Follow news and updates for the event on Twitter at #GartnerMKTG.


About Gartner for Marketers

Gartner for Marketers provides the objective, expert advice, and proven tools that CMOs and other marketing leaders need to seize the right opportunities with clarity and confidence, and to stay ahead of the trends that matter. With in-depth research and analysis, Gartner for Marketers helps you focus on the opportunities with the greatest potential to deliver results. More information on Gartner for Marketers is available online at Follow news and updates from the Gartner Marketing practice on Twitter and LinkedIn using #GartnerMKTG.

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