Customer experience is a key differentiator

As technology has evolved — and in response to the global COVID-19 pandemic over the past 24 months — customers now expect a unified experience that can serve them wherever and whenever they desire.

In addition, “by 2023, e-commerce will cease to be a differentiator in the retail marketplace.”

In this report, Gartner considers customer experience and business agility as the principal competitive differentiators in modern retailing, with retailers “urgently implementing strategies to execute on the delivery of unified retail commerce to both keep pace with new and emerging customer expectations, as well as to remain agile and resilient in rapidly changing market conditions.” 

Retail executives can “use this retail trends research to identify the best technology investments to successfully execute unified commerce for long-term competitive advantage.”


Gartner, Top Trends In Retail Digital Transformation and Innovation for 2022, Jonathan Kutner, Miriam Burt, et al, 14 March 2022

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