This IDC PlanScape serves as a guide that helps retailers that have already set up their omni-channel strategies and want to grow ecommerce relevance in the omni-channel ecosystem answer the following questions:

  • Why do we need to enter the 3rd generation of ecommerce?
  • What are the fundamental changes needed to adapt retailers’ capabilities to the 3rd generation of ecommerce?
  • What are ecommerce business model main drivers that enable the improvement of customer experience in an omni-channel ecosystem?
  • Who are the key stakeholders involved in the governance of the 3rd generation of ecommerce?
  • How will today’s omni-channel structure take customers by the hand in their journey to an enjoyable and recurring “commerce everywhere” experience, and how is this providing omni-channel profitability?

 

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