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Digitalization of Commerce and Customer Experience the road to 2020

by Gene Alvarez  |  January 28, 2014  |  Comments Off on Digitalization of Commerce and Customer Experience the road to 2020

Well because of my addiction to the ease to tweeting it have been a while since I have blogged. However, my new years resolution was to get back out there and mingle among the blogging community. During this winter I have been gathering information for presentations that I will be giving at a collection of Gartner events. This year I’ll be at several key Gartner events and they are the Gartner CIO Leadership Forum, 23 – 25 February in Phoenix, AZ, the Gartner Enterprise Information & Master Data Management Summit 2 – 4,  April  in Las Vegas, NV, the Gartner Customer360 Summit, 19-21 May in Orlando and the Gartner Customer Strategies & Technologies Summit London 28/29 April in London. I love being part of our events because it gives me a chance to get together with attendees via keynotes, sessions, workshops, one on one meetings,  the expo floor, meals and much more and I love the discussion and the ideas that come from these interactions. (Also its never a bad thing to expand your social network and have some fun too.)

So with all of these events I’m off to a busy start for the year. But why is that? Well a lot is changing for organizations and it is changing faster than many can keep up with never mind getting ahead of the curve. As we look towards 2020, the road ahead is filled many trends that are reshaping many things that we have been comfortable with for a long time. Customers are armed with consumerized (if that is even a word) technology that enables them to outwit your organization’s best laid plans. They expect fantastic customer experiences, that work anywhere at anytime and understand them while protecting their privacy and much more.

Moreover competitors are coming at us from industries we never expected never mind planed for (Did anyone think Apple would become a payments supplier or Amazon would go into industrial supplies?.) Even our customers can become suppliers of goods and services (Take a look at Airbnb, what about home 3D printing?)

It is trends like these are changing e-commerce into digital commerce as models of business-to-consumer (B2C), Business-to-Business (B2B) continue to blur into business-to-individual (B2I) approaches of driving sales. As we look towards 2020, the organizations that do the best at meeting an individuals customer experience expectations for commerce of any type will be the winners provided they know how to be innovative and to capitalize on the interactions of multiple trends and to turn them into new business models that disrupt the old ones. So that is where I have been this winter. Now what are your thoughts on the road to 2020?

Additional Resources

CRM Strategy and Customer Experience Primer for 2019

We outline our 2019 research plans for CRM and CX to help application leaders support these two different mission-critical priorities.

Read Free Gartner Research

Category: crm-strategy-and-customer-experience  digital-commerce-technologies  web-and-crm  

Tags: e-commerce  

Gene Alvarez
Research VP
11 years at Gartner
28 years IT industry

Gene Alvarez is a VP in the Gartner CRM Research organization. Mr. Alvarez has more than 30 years of IT experience in business impact assessment, vendor management, project management, software development and delivery of complex...Read Full Bio




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