Gartner Research

"To respond to the COVID-19 outbreak, organizations can leverage digital technologies to mitigate impacts on operations and business performance. Faced with order cancellations and dampened customer demand, they can deliver services and engage customers through online platforms.

Those seeing surging demand should ensure service scalability and reset customer expectations for product availability and delivery time. In the long term, organizations should develop digital product extensions and the ability to quickly switch between channels to increase resilience to future disruption."

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Gartner, Mitigate Coronavirus (COVID-19) Business Impacts With Digital Commerce, 26 March 2020, Sandy Shen, Jason Daigler.
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"By 2021, organizations with robust, scalable
digital commerce will outperform noncommerce
organizations by 30 percentage points
in sales growth by better using digital channels
during the
COVID-19 outbreak."



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