Hype Cycle for Digital Commerce 2016
According to Gartner “Digital commerce is a critical part of a superior customer experience and a key component of many CEO and company strategies as they shift to digital business”. In the 2016 Gartner CEO survey, respondents said that 46% of overall revenue would be attributable to digital by 2019.
Recognizing that knowledge management as an enterprise strategy has its origins in the 20th century, Gartner also appreciates that it is an evolving technology. “What's new is its rapid expansion into social web communities and its integration with customer service channels, such as mobile, web chat, ERMSs and virtual customer assistants for self-service.”
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