For all of the prognosticators out there trying to predict which digital commerce brands and retailers will be the winners and losers in 2020, there’s a simple litmus test: the customer experience.
Without a doubt, succeeding in 2020 will require companies to have 20/20 vision into how consumers want to experience a brand — both online and offline.
While this may sound like a massive challenge, I believe there’s good news on the horizon. Success in 2020 will be less about chasing the latest shiny object, and more about today’s existing technologies and tactics finally maturing and becoming mainstream. In fact, I see the biggest promise in three distinct areas that are not new, but are just now seeing the innovation and evolution that will enable them to drive real impact on digital commerce this year:
