Enterprises are focusing on implementing omnichannel order management capabilities to efficiently manage all sales channels, improve operational efficiency and customer satisfaction, and reduce shipping time and costs. They are leveraging microservices-based architecture and emerging technologies such as cloud and AI to speed up the time to market for new features, offer differentiated digital experiences, and reduce the total costs. Service providers are also developing Gen AI-powered solutions across the digital commerce value chain. They are leveraging Gen AI to develop smart creatives for product listing, optimize transportation, assortment, and last-mile distribution, generate supply chain insights and demand patterns, and personalize product recommendations.
Both demand-side and supply-side trends are covered in our Digital Commerce Services 2024–2025 Market Insights™ and Digital Commerce Services 2024–2025 RadarView™, respectively. These reports present a comprehensive study of digital commerce service providers, including top trends, analysis, and recommendations. We also take a close look at the market leaders, innovators, disruptors, and challengers.
Avasant evaluated 41 vendors using three dimensions: practice maturity, partner ecosystem, and investments and innovation. Of these, we recognized 19 providers who brought the most value to the market over the past 12 months.
The RadarView recognizes service providers in four categories:
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- Leaders: Accenture, HCLTech, Infosys, TCS, and Wipro
- Innovators: Capgemini, Cognizant, IBM, LTIMindtree, and Tech Mahindra
- Disruptors: Deloitte, NTT DATA, Publicis Sapient, and Zensar
- Challengers: Birlasoft, Brillio, EPAM, Persistent Systems, and Softtek
The following figure from the full report illustrates these categories:
“To improve operational efficiency and reduce costs, enterprises must strengthen omnichannel order management capabilities,” said Fred Pond, Avasant fellow. “Strategies such as unified commerce, flexible fulfillment options, and inventory management solutions can help enterprises improve customer satisfaction and sales opportunities.”
The reports provide a number of findings, including the following:
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- Manufacturing, retail, and high-tech are the top three industries showing traction for digital commerce services. Manufacturers are focusing on implementing D2C commerce platforms and modernizing supply chains, while retail and CPG enterprises are leveraging next-generation commerce and the high-tech industry is streamlining the pricing and quoting processes and implementing self-service channels.
- Enterprises are adopting different omnichannel order management strategies, such as implementing unified commerce platforms and flexible fulfillment options and creating a single view of customers and real-time inventory visibility to improve operational efficiency and customer experience.
- Service providers are developing Gen AI solutions across the digital commerce value chain for personalization and operational efficiency.
- Over 80% of investments of service providers delivering digital commerce services are dedicated to practice growth and asset and talent development.
“Enterprises are integrating Gen AI across the digital commerce value chain to simplify online product listings and enhance logistics management,” said Ashutosh Darmal, senior analyst at Avasant. “It is used to generate product details and descriptions, automate logistics management processes, and assist with customer onboarding.”
The RadarView also features detailed profiles of 19 service providers, along with their solutions, offerings, and experience in enabling digital commerce transformation.
This Research Byte provides a brief overview of Avasant’s Digital Commerce Services 2024–2025 Market Insights™ and Digital Commerce Services 2024–2025 RadarView™. (Click here for pricing.)