1、Click here or press enter for the accessibility optimised versionClick here or press enter for the accessibility optimised versionExecutivesummaryDigital commerce is showing signs oflosing steam.After booming in2020-2022,1growth returned to nearpre-pandemic levels.Now,though,with,global inflation re

2、aching a15-year high of 8.8%in 2022,digitalcommerce growth is in peril.2Our research found that to retain andincrease customers,companies needto go beyond high-quality products atcompetitive prices,and back themwith superior digital experiences.Our global survey of 2,500 companiesacross 12 industrie

3、s analyzed thepractices behind exceptional digitalcommerce outcomes.We considered38 digital commerce capabilitiesacross five stages of the customerjourney:discovery,evaluation,purchase,after sales,and continuousengagement.We also examinedcritical aspects of digital commerceoperations:organization st

4、ructure,technology architecture,analytics,payments,system integration,anddesired goals or outcomes.The Infosys Knowledge Institute foundthat the necessary ingredients foroptimal digital commerce arepersonalization,a flexiblefoundational architecture,andleadership involving sales andtechnology teams.

5、Get personalization rightOur analysis indicates that the moredigital capabilities a companyimplements,the better it performs onstrategic,operational,customer,andfinancial outcomes.However,each capability impacts onlya few specific business outcomes.Thismeans it is critical to understandwhich capabil

6、ities actually helporganizations fulfill their goals mosteffectively.Two personalization initiatives greatlyimprove performance:(a)personalized offers and pricing,and(b)personalized customer service andcontext persistence across channels.These capabilities increase acompanys likelihood of reaching t