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Gartner L2 Digital IQ Index
Despite improvement in omnichannel and mobile capabilities, many Big Box retailers are struggling to meet customer expectations with respect to the in-store experience. Meanwhile, Amazon now accounts for an alarming 80 percent of US e-commerce growth and is upending customer expectations once again with the launch of cashier-free, grab-and-go convenience stores. In response, select retailers are making significant investments in SEO/SEM and last-mile fulfillment options, effectively closing the loop between online and offline channels. The third annual Digital IQ Index: Big Box benchmarks the digital performance of 65 brands operating in the US.