Disruptions Give Retailers a Chance to Master All Channels
Information Services Group (Nasdaq: III) reports a significant shift in retail technology adoption post-COVID-19, emphasizing omnichannel platforms that link various shopping experiences. As businesses pivoted to e-commerce, many initiated modernization projects, integrating sales channels like curbside pickup and social commerce. The 2022 ISG Provider Lens™ Retail Platforms report identifies Oracle and SAP as Leaders in omnichannel commerce, while Salesforce and others excel in merchandising planning. The focus on data analytics is underscored, highlighting its necessity for adaptive retail strategies.
- Retailers are investing in omnichannel technology, enhancing customer satisfaction and loyalty.
- The report identifies significant leaders in the market such as Oracle and SAP in both quadrants.
- Increased IT budgets signal a strong commitment to technological modernization among retailers.
- None.
Companies that adapted quickly to COVID-19 are investing in omnichannel sales and marketing platforms for the long haul, ISG Provider Lens™ report says
The 2022 ISG Provider Lens™ Retail Platforms Global report finds many companies launched major modernization projects following changes in shopping behavior triggered by the COVID-19 pandemic. When pandemic lockdowns began, retailers adapted within days to a rapid shift to e-commerce, activating new sales channels such as curbside pickup, lockers, social commerce and voice commerce. Omnichannel platforms are designed to integrate these and other shopping modes for greater customer satisfaction and loyalty.
“Integrated, omnichannel sales and marketing has become a must-have,” said
Omnichannel sales platforms are designed to let consumers move seamlessly from one channel to another, such as e-commerce to in-store shopping. When customers are able to do this, they spend more and tend to be more loyal, the report says. Platform vendors offer several new capabilities that enterprises need to achieve this. These include “headless” commerce platforms, which allow retailers to quickly integrate and disintegrate sales channels with a click.
Companies also want the ability to track customers’ activity across sales channels, consolidate real-time product and inventory data and use new information sources, such as online search data, to improve merchandise planning, the report says.
AI-driven algorithms are essential for making sense of the volume of data now available to retailers, ISG says. For example, it would be difficult to do merchandise planning based on hundreds of demand factors, in real time, using manual or spreadsheet-based assessment.
“Data and analytics are powerful competitive tools for retailers,” said
The report also explores other issues retailers face, including integrating omnichannel platforms with legacy and third-party applications, changing pricing in real time according to customers’ willingness to pay and using AI to analyze brick-and-mortar store layouts.
The 2022 ISG Provider Lens™ Retail Platforms report for global evaluates the capabilities of 26 providers across two quadrants: Omnichannel Commerce Platform, and Merchandising Planning and Management.
The report names Oracle and SAP as Leaders in both quadrants. It names Adobe, Blue Yonder, commercetools, Manhattan Associates, RELEX,
In addition, Spryker is named as a
The 2022 ISG Provider Lens™ Retail Platforms Global report is available to subscribers or for one-time purchase on this webpage.
About ISG Provider Lens™ Research
The ISG Provider Lens™ Quadrant research series is the only service provider evaluation of its kind to combine empirical, data-driven research and market analysis with the real-world experience and observations of ISG's global advisory team. Enterprises will find a wealth of detailed data and market analysis to help guide their selection of appropriate sourcing partners, while ISG advisors use the reports to validate their own market knowledge and make recommendations to ISG's enterprise clients. The research currently covers providers offering their services globally, across
A companion research series, the ISG Provider Lens Archetype reports, offer a first-of-its-kind evaluation of providers from the perspective of specific buyer types.
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