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Consumer-Centric Ecosystems for Consumer Goods Manufacturers and Retailers

by Robert Hetu  |  May 12, 2016  |  Submit a Comment

Fellow Gartner analyst Ellen Eichhorn and I partnered on new industry vision research to highlight the changing landscape of retail and consumer goods industries.  Consumer-centric ecosystems will enable manufacturers and retailers to engage people of all ages, races and income levels to experience the digital acquisition of goods and services. Developing these ecosystems will help CIOs to more directly enable strategic digital business transformation.

Key Challenges

  • CIOs must adopt a modular and inclusive approach for their enterprises’ digital portfolios, considering neighborhoods, income levels, cultures and age differences. Having these granular insights allows for laser-focused marketing to specific consumer subsegments.
  • CIOs must gain an understanding of the consumer behavior patterns that drive consumer-centric ecosystems.
  • CIOs must develop a portfolio of products and services that supports consumer-centric ecosystems.

CIOs and IT leaders:

  • Work with a team of business and IT leaders to create an industry vision for consumer-centric ecosystems. Do it with a sense of urgency and simplicity, and limit details or concerns of feasibility.
  • Research how other industries — such as automotive, insurance and direct door-to-door — have become savvy in identifying and reaching their target consumer groups. Identify best practices, differentiation and overlap.
  • Identify key differentiators within your consumer base that can facilitate direct appeal to a common set of needs.
  • Design a malleable construct to allow flexibility in the ecosystem structure. Requirements may change many times, based on the findings above.
  • Identify an architecture and applicable toolsets to enable the agile and rapid development of modular, consumer-centric ecosystems.
ecosystems graphic final

Gartner May 2016

Read the complete research note here:

Industry Vision: Consumer-Centric Ecosystems for Consumer Goods Manufacturers and Retailers

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Category: customer-analytics  digital-marketing  retail-trends  technology-and-emerging-trends  

Tags: algorithms  analytics  brands  consumers  customer-analytics  customer-centricity  digital  ecommerce  merchandising  personalization  retail  trends  

Robert Hetu
VP, Analyst Retail
7 years at Gartner
29 years IT Industry

Bob Hetu is a Research Director with the Gartner Retail Industry Services team. His responsibilities involve tracking the technology markets and trends impacting the broad-based retail merchandising and planning areas. Mr. Hetu is an expert in the areas of brand, vendor and assortment management, merchandise planning, allocation, and replenishment. Read Full Bio

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