Published: 04 July 2024
Technology holds the potential to transform retail and wholesale, but results so far have been mixed. CIOs can use this research to assess their digital capabilities. They can then complete Gartner’s Digital Execution Scorecard to generate benchmarks that show how they compare against their peers.
Retail and wholesale leads all other industries in generating direct sales from digital channels and in API-based integration of partners and suppliers. These capabilities illustrate the potential that digital transformation has to reshape the industry.
By contrast, retail and wholesale scores lowest in important operational KPIs, including critical IT services resilience and application risk and security compliance. This exposure to outages and security breaches carries enormous business and reputational risk if customer data and financial information is compromised.
In terms of their operating model, IT organizations at retail and wholesale firms are ill-positioned to lead digital transformation. They score near
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Analysts:
Ephraim Baron, Stewart Buchanan, Jonathan Kutner, Jack Polizzi
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