If you’re interested in the future of digital commerce, the Gartner 2019 Magic Quadrant for Digital Commerce covers some important trends shaping the market, as well as evaluates 13 vendors including Oracle.
For digital commerce brands, focusing on the customer experience is essential – but that’s just the beginning. Brands that want to continue to deliver top digital sales experiences will have to embrace new ways of interacting with customers. It’ll also be crucial to have strategies in place for working with ecosystem partners to deliver cutting edge customer experiences. Emerging technologies, as well as service models, become competitive differentiators.
Insights from AI offer CX and operational advantages
Brands that integrate artificial intelligence and machine learning will benefit, in terms of both the customer experience and operational efficiency. The Gartner Magic Quadrant for Digital Commerce report predicts, “By 2023, 80% of organizations using AI for digital commerce will achieve at least 25% improvement in customer satisfaction, revenue or cost reduction.”
Ecosystem and service delivery strategies stand out
Innovation won’t stop at technology, however. The report’s authors also predict other changes in the landscape. Gartner predicts, “By 2030, 75% of organizations selling direct to consumers will offer subscription services, but only 20% will succeed in increasing customer retention.”
To learn more about the latest trends shaping digital commerce and explore Gartner’s assessment of today’s platforms, view a complimentary copy of the full report.
Gartner Magic Quadrant for Digital Commerce, Penny Gillespie, Christina Klock, Mike Lowndes, Sandy Shen, Jason Daigler, Yanna Dharmasthira, 22 August 2019
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