Complimentary Gartner® Research: Deliver a Unified Retail Commerce Experience Using 3 Top Practices

Over the past three years, the COVID-19 pandemic as well as macroeconomic, geopolitical and climate change disruptions have resulted in retailers experiencing escalated costs, whittled margins and tight labor markets. Customer experience (CX) and business agility for resilience have, therefore, become principal competitive differentiators in the execution of a URC strategy.  

For most retailers, the adoption and execution of URC will be challenging as it will impact the entire enterprise and has a high degree of complexity. To effectively unify the front- and back-ends of organizations, retail CIOs should:  

• Target four key front-end customer processes to deliver cohesive consumer-centric experiences 
• Use customer behavior analysis to design and deliver customer-centric back-end processes 
• Improve collaboration and remove barriers to enable real-time data sharing