Brands are embarking on their first stages of digital transformation to become significant players in commerce. They are developing capabilities to streamline order fulfillment, and offer customers a rewarding experience online.
The progression to step two of commerce maturity is defined by a brand’s desire to listen to their customers’ needs and present their products accordingly. Brands in this category are optimising their customer experience and are utilising technology to streamline processes.
The performer category defines brands that have undertaken extensive research into their customers’ needs and behavior, and have adapted accordingly. Backend processes are in place to provide a fluid user journey, and customers respond to initiatives designed to earn their loyalty.
Brands in the fourth stage of the maturity model are the leaders of global commerce
in today’s market. They embrace all technology available to improve their customer experience and internal processes, and are experiencing
exponential growth as a result.
As technology develops, so does consumer behaviour; as consumer behaviour changes, brands
adapt. In the near-future of commerce, success will come to brands that embrace technology,
seize opportunities, and use data to hyperpersonalise the customer
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