Over the last 2 years, the primary focus for Retail & eCommerce organisations has been on creating the right customer experience and digital engagements – mainly to survive.
In 2022 the focus will be on creating market differentiation. This will extend to business strategies and process optimisation. The Retail & eCommerce industry will explore ways to leverage data to empower multiple roles across the organisation and engage with customers irrespective of where they are on their customer journeys.
Read on to find out what Ecosystm Analysts Alan Hesketh, Niloy Mukherjee and Tim Sheedy think will be the leading trends in the Retail & eCommerce industry in 2022.
It is true that the Retail industry is being forced to evolve the experiences they deliver to their customers. However, if Retail organisations are only focused on creating digital experiences, they are not creating the differentiation that will be required to leap ahead of the competition. It is time for Retail organisations to leverage data to empower multiple roles across the organisation to prepare for the different ways customers want to engage with their brands.
Another trend that is creating a shift in the industry is the rise of small and medium-sized retailers. Traditionally, larger retailers have made larger investments in technology – they simply had deeper pockets for the on-premise investments. However, with the rise of SaaS, size may no longer be such an advantage in Retail.
Here is how organisations such as Walmart, Adobe, GoDaddy and Google are empowering the SME retailer.
