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Gartner L2 Digital IQ Index
Department stores are in structural decline as apparel sales increasingly move online. To both compete against sophisticated digital pure play retailers and take share from rivals closing shop, brick-and-mortar department stores are integrating omnichannel features across search and navigation, as well as highlighting in-store services and events. A flurry of digital investment from sector stalwarts highlights a growing awareness of the importance of pick-up options and personalized shopping experiences—though most retailers miss key integration opportunities.