Retailers must replace disconnected, siloed legacy systems and adopt a digital business strategy to support the types of services expected by modern consumers, according to IDC Retail Insights.
The IDC MaturityScape: Digital Transformation in Retail report found that by digitising five key areas – leadership, omni-experience, work source, operating model, and IT – retailers can provide customers with more convenient and compelling shopping experience.
“Retailers dealing with legacy, disconnected, siloed systems have latencies and speeds that cannot support modern commerce, nor do most of the legacy systems allow retailers to quickly launch the types of services that customers today are expecting,” said Robert Eastman, research manager of retail omni-channel IT strategies at IDC Retail Insights. “At a time when customer expectations are rising and customers are more digitally fluent and digitally equipped than ever before, customers are expecting that their shopping experience will be easy, convenient, frictionless, and available anytime everywhere.”
IDC’s report highlights the steps retailers can take to assess their overall level of digital transformation competency and adoption, understand the challenges and opportunities, identify areas for transformation throughout their IT ecosystem, and create a road map and framework for digitising their business.
“Digital transformation requires a top-down study and redesign of business strategy/leadership, business processes, human engagement (workforce and others), information monetisation, and technology,” said Leslie Hand, vice president of IDC Retail Insights. “It is more critical than ever for retailers to adapt experiences delivered to ever-changing consumer needs and to be agile and innovative, leveraging all of the advantages of current-state digital systems.”
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