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IDC MaturityScape: Omni-Experience Digital Transformation in Retail

IDC MaturityScape: Omni-Experience Digital Transformation in Retail

This IDC study describes the IDC MaturityScape for omni-experience digital transformation in retail. It identifies the stages, outcomes, and actions required to continually disrupt the experience and establish and sustain market-leading performance. This study also serves as a guide for retail business and IT executives to identify the areas in need of improvement in support of digital experience in the following four key dimensions of omni-experience DX: ecosystem experience, continuous innovation orientation, platform service delivery, and omni-dimensional marketing."Customer centricity is pervasive across retail sectors," says Leslie Hand, research vice president, IDC Retail Insights. "But what started as an awareness that retail business as we knew it had changed has steamrolled into retail business being disrupted and a mandate for digital transformation. One important dimension is optimizing the omni-experience for all ecosystem participants by improving the ability to sense, share, shape, and amplify interactions. Retailers that are able to deliver an optimized omni-experience as part of their digital transformation journey should be able to continually attract and grow loyalty with customers, partners, and employees across the entire ecosystem and positively impact their business performance as a result."


IDC MaturityScape Figure
IDC Opinion
In This Study
Situation Overview
Considering Omni-Experience Within the Retail Ecosystem
Stages of IDC's Omni-Experience Digital Transformation in Retail MaturityScape
Ad Hoc — Shallow
Description
Business Outcome
Opportunistic — Enriched
Description
Business Outcome
Repeatable — Multidimensional
Description
Business Outcome
Managed — Amplified
Description
Business Outcome
Optimized — Disruptive
Description
Business Outcome
Dimensions of IDC's Omni-Experience Digital Transformation in Retail MaturityScape
Essential Guidance
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Related Research
Synopsis

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