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Gartner L2 Digital IQ Index
The collapse of the ‘R’Us brands exposes an increasingly hostile environment for big box retailers. Amazon continues to encroach on new categories, expand fulfillment capabilities, and conquest other retailers’ visibility on Google, placing pressure on all retailers to both evolve and specialize. Yet, brick-and-mortar category leaders remain successful by leveraging both digital and physical stores, serving as an authority for information and mirroring their own best-in-class in-store customer service online through live chat, rich product pages and interactive product comparison tools. Which will be the last brand standing?