Commerce is unavoidable—it’s at the core of every company’s operations, shaping experiences before, during, and after a purchase. It has the power to make or break customer relationships and determine a brand’s relevance and growth. However, our recent research reveals that only 20% of companies possess the necessary tools to excel in today’s commerce landscape.

Turning Complexity into Opportunity

Amid the numerous challenges executives face, CEOs last year ranked commerce among their top three priorities. Leaders recognize its critical role in growth strategies, especially as customer behaviors evolve rapidly, affecting every industry and commerce model. The lines between online and offline channels are blurring, traditional models are being disrupted, and digital commerce has matured into a ubiquitous force. With 94% of consumers now using digital channels for purchases, and 1 billion new digital consumers expected in fast-growing markets over the next decade, the global B2B digital commerce market is thriving at an 18.30% CAGR.

The opportunities in commerce are immense—for companies to stand out and drive growth, for employees to engage in meaningful work, and for customers to enjoy relevant, life-centric experiences that resonate with their daily lives.

Navigating Complexity to Seize Opportunities

However, with opportunity comes complexity. The continuous changes in customer behavior, markets, channels, and business models, along with internal enterprise dynamics, amplify the challenges in managing commerce operations. Companies that fail to navigate this complexity face rising operational costs. While providing more options and convenience to customers is essential, it also adds layers of complexity and expense. Chasing after every channel without a strategic approach can leave companies struggling to keep up, often spending more just to reach the same audience.

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Related guide: HX: Humanizing the Digital Commerce Experience | BigCommerce

The Table of Contents of “Commerce without compromise: How to reinvent commerce for relevance, without sacrificing profitability” Report:

• Seizing opportunity from complexity
• Commerce can no longer be done at any cost
• There will be (big) winners and losers in commerce
• Meet the Champions
• What Champions do differently
• Champions outperform their peers with more mature commerce fundamentals
• The journey to becoming a Champion
• Different journeys to win in commerce
• The commerce fundamentals
  • 01. Experience: Be human first
  • 02. Technology innovation: Live in tomorrow
  • 03. Operational excellence: Build a brick house
  • 04. Talent and organization: Stay hungry for great
• The choice to change is yours

Number of Pages:

• 24 pages

Pricing: 

• Free

Methodology

Accenture Song and Accenture Research conducted a survey of 1,300 senior executives across 12 industries and 16 countries to understand their approach to commerce and strategies for achieving sustained growth in times of constant change. Fieldwork was conducted between March and May 2023. To deepen the understanding of our survey findings, Accenture also conducted 16 expert interviews at a global level from April to June 2023.