Gartner Report: 2021 CIO Agenda: 5 Digital Business Acceleration Trends for Retail

Per Gartner, “Retail is experiencing unprecedented change driven by consumer behaviors, enabled by technology and accelerated by a pandemic. Retail CIOs must embrace digital transformation and composability to support business leaders.”

The 2021 Gartner CIO Survey was conducted to inform CIOs how to prosper in the post-COVID-19 world. It confirms that most retailers across segments have faced significant business disruption from the global pandemic and felt significant economic impact.

Key findings in the Gartner survey are:

• Retail digital transformation has accelerated because of rapid digital adoption by consumers as a result of the wide and varied impact of the global pandemic 
• Although retailers mark their own digital business maturity as outpacing other verticals, they have a lot of ground to make up and must remember their consumers are not standing still.
• In 2021, retailers are expecting dramatic surges in customer self-service and customer engagement, with both going beyond transactional interactions to become more experiential  

Retailers continue to leverage digital transformation and support IT spending to overcome major disruptions in the industry. Figure 7 shows major increases in most technology areas in 2021 as compared to 2020.

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Teradata.

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Gartner, “2021 CIO Agenda: 5 Digital Business Acceleration Trends for Retail”, by Robert Hetu, November 11, 2020

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