Magic Quadrant for Digital Commerce
16/09/2019 Gartner Reprint Licensed for Distribution Magic Quadrant for Digital Commerce Published 22 August 2019 - ID G00398174 - 50 min read By Analysts Penny Gillespie, Christina Klock, Mike Lowndes, Sandy Shen, Jason Daigler, Yanna Dharmasthira Digital commerce platform complexity continues to increase due to constant changes in product offerings and functionality, technology delivery, and pricing models. We evaluate the viability of 13 vendors to assist application leaders supporting digital commerce in making an objective evaluation. Strategic Planning Assumptions By 2023, 15% of medium- to high-GMV digital commerce organizations will have deployed their own marketplaces, thereby creating a digital ecosystem on their path to digital business. By 2023, 5% of digital consumer purchases will initiate from a voice-enabled commerce interface, including voice activation devices (e.g., Amazon Alexa, OK Google), and half of those will be authenticated entirely with biometrics. By 2023, 80% of organizations using AI for digital commerce will achieve at least 25% improvement in customer satisfaction, revenue or cost reduction. By 2023, three vendors will dominate digital commerce by filling a market gap with aPaaS innovations, an extensive ecosystem and rapid feature releases. By 2023, 75% of organizations selling direct to consumers will offer subscription services, but only 20% will succeed in increasing customer retention. Market Definition/Description Gartner’s view of the digital commerce market is focused on transformational technologies and approaches delivering on the future needs of sellers and their customers. Gartner defines a digital commerce platform as the core technology enabling customers to purchase goods and services through an interactive and self-service experience.
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