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."
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