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Digital Retail and How Customer-Centric Technology is Reshaping the Industry: IT-Enabled Digital Disruption

Digital Retail and How Customer-Centric Technology is Reshaping the Industry: IT-Enabled Digital Disruption
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Author(s): Pablo Penas Franco (Syracuse University, USA)
Copyright: 2018
Pages: 21
Source title: Digital Multimedia: Concepts, Methodologies, Tools, and Applications
Source Author(s)/Editor(s): Information Resources Management Association (USA)
DOI: 10.4018/978-1-5225-3822-6.ch075

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Abstract

This chapter explains the digital disruption that has occurred and is still happening in the retail industry. It explains the relative positions of the world's leading retailers Wal-Mart, Amazon and Alibaba and the business models of the two top online competitors. It focuses on the impact of SMAC (Social, Mobile, Analytics and Cloud) technologies and new retail trends enabled or boosted by technology such as omni-channel, customer experience, internet of things (IoT) and analytics, fulfillment and delivery. It deepens into IT and business model customer-centric design, the role of the customer and the store in the new digital retail and finishes with an assessment of ROI in retail digitization. The chapter concludes the fundamental IT-enabled changes of digital disruption are critical for all players, traditional brick-and-mortar retailers, pure online players and those with both an online and an offline presence.

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