Forrester

For eBusiness & Channel Strategy Professionals

Report:Trends In Brazil's eCommerce Market

How Online Retail In Brazil Is Evolving Differently From Other Major Markets

Despite a slowdown in overall economic growth in Brazil, eCommerce continues to charge ahead. Forrester forecasts that online retail revenues in the country, currently US$10 billion, will double over...

• Downloads: 826
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For CIO Professionals

Report:Cloud Computing In Australia And New Zealand 2010: End User Adoption Trends

This document provides an overview of cloud computing in Australia and New Zealand for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and challenges,...

• Downloads: 26

For eBusiness & Channel Strategy Professionals

Report:Latin American Online Retail Forecast, 2011 To 2016

A Topline Look At eCommerce Growth In Brazil And Mexico

Latin America's online retail markets are dynamic and varied. With the largest economy and approximately 40% of Latin America's Internet users, Brazil will remain the powerhouse in Latin American...

• Downloads: 1113

For Application Development & Delivery Professionals

Report:How To Build The Business Case For Customer Experience Improvement

The Business Impact Of Customer Experience

Business process professionals supporting customer-facing processes are often challenged to make the business case to their executive leaders that investing to improve the customer experience is a...

• Downloads: 894

For CIO Professionals

Report:What CEOs Of Small Software Companies Need To Do In 2011

How To Find The Best Opportunities In A High-Growth Market

The software market is poised to enjoy its best growth in a decade, and small software companies face great growth opportunities as their larger competitors struggle to adapt to a new world of cloud...

• Downloads: 797

For eBusiness & Channel Strategy Professionals

Report:Trends 2012: Online Retail In Australia Will Finally Hit Its Stride

Mobile Will Accelerate While Retailers Will Combine Speed With Scale

Online retail is booming in Australia — and with 93% of households set to gain access to gigabit broadband in the years ahead, today's growth is just the beginning. In 2012, five trends will...

• Downloads: 360

For CIO Professionals

Report:US Tech Market Outlook For 2012 To 2013

Improving Economic Prospects Create Upside Potential

CIOs care about tech market trends for three reasons: 1) to understand how much other firms are spending on information and communications technologies (and where); 2) to determine where they ought...

• Downloads: 1206
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For eBusiness & Channel Strategy Professionals

Report:The State Of Retailing Online 2011: Merchandising, Headcount, And Global Strategies

Benchmarks: The Retail eCommerce Playbook

This is the second of two reports that detail the findings from "The State Of Retailing Online, 2011," a Shop.org research survey conducted by Forrester Research. Specific topics covered in this...

• Downloads: 1791
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For Customer Experience Professionals

Report:Customer Experience Trends: Leaders At FedEx, Time Warner Cable, And USAA Weigh In

A Panel Discussion At The 2010 Customer Experience Forum

Highlights of the Trends In Customer Experience panel at Forrester's Customer Experience Forum 2010 included a debate about the need for a chief customer officer (CCO), a prediction that "Web sites...

• Downloads: 1058

For eBusiness & Channel Strategy Professionals

Report:US Online Holiday Retail Forecast, 2010

Forrester expects US holiday season online retail sales to grow 16% year over year. Consumers are showing a willingness to spend this season, with affluent consumers driving the most growth. Almost...

• Downloads: 405

For eBusiness & Channel Strategy Professionals

Report:The State Of Canadian Online Retail — 2013

Forrester has partnered with Canada Post and Shop.ca to evaluate the changing trends in online retail in Canada. On paper, the Canadian online retail market has been going through a renaissance,...

• Downloads: 203

For CIO Professionals

Report:Segmenting The US Tech Market

SMBs' Tech Buying Outpaces That Of Enterprises Or Consumers, But The Situation Will Reverse In 2013

For CIOs, understanding trends in the broader tech market is useful, but even more useful is information on trends for companies of their size and in their industry. With IT consumerization or...

• Downloads: 450

For CIO Professionals

Report:Industry Contexts And Constraints Diversify Approaches To Bring-Your-Own-Technology

Pharmaceuticals, High-Tech, Professional Services, And Education Will Lead BYOT Adoption In The Coming Years

This report examines how and why bring-your-own-technology (BYOT) varies across 20 industries. BYOT will remain a thorny issue for CIOs in every industry, geographic region, and company size over the...

• Downloads: 266

For eBusiness & Channel Strategy Professionals

Report:The UK Online Retail Overview, 2011

As UK Shoppers Embrace Emerging Touchpoints, Some Notable Retailers Are Ahead Of The Field When It Comes To Adapting

The UK online retail market is the largest and most mature in Europe, but an almost daily stream of innovation is making things steadily more complex and chaotic. In a market led predominantly by...

• Downloads: 1072

For CIO Professionals

Report:The Business Impact Of Mobile Engagement

Business Case: The CIO's Mobile Engagement Playbook

Smartphones and tablets are game changers for engagement because people carry them everywhere they go. Your customers and partners and employees have perpetual access to the vast resources of the...

• Downloads: 703
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For Customer Experience Professionals

Report:Call Center Experiences Leave Consumers On Hold For Something Better

Consumers Rate Their Satisfaction With Call Center Agent Interactions Across 13 Industries

Consumers report low satisfaction for conversations with call center agents. PC manufacturers, TV service providers, and Internet service providers receive the brunt of their ire. The good news? The...

• Downloads: 674
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For Customer Experience Professionals

Report:The Customer Experience Index, 2012

Benchmarks: The Experience-Driven Organization Playbook

This report provides benchmarks of the quality of customer experience at major companies. It should be used to help customer experience professionals set goals and optimize as they transform their...

• Downloads: 2821
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For Application Development & Delivery Professionals

Report:2011 Integration Survey, Part One: Solution Deployments

ESBs Are The Most Popular Choice

Enterprise service buses (ESBs), comprehensive integration solutions (CISes), and integration appliances offer a range of overlapping features to meet integration challenges. Forrester recently...

• Downloads: 597

For eBusiness & Channel Strategy Professionals

Report:Why Every Retailer Needs An Online Marketplace

Multichannel retailers that are looking to compete effectively with aggressive pure-play counterparts that often offer cutthroat pricing or shipping programs will find that the marketplace model is a...

• Downloads: 612
• Comments: 2
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For eBusiness & Channel Strategy Professionals

Report:European Online Retail: Five Trends To Watch In 2013

European eBusiness Executives Must Embrace A Multi-Touchpoint Reality

European retail eBusiness executives face a time of unprecedented change. The range of touchpoints that customers use to discover, explore, buy, and re-engage with brands is growing by the day. New...

• Downloads: 395

For eBusiness & Channel Strategy Professionals

Report:Trends In China's eCommerce Market

How Online Retail In China Is Evolving Differently From Other Major Markets

China's eCommerce market is both one of the largest and one of the fastest growing in the world. While Forrester estimates the traditional B2C online retail markets to be larger in the US and Japan...

• Downloads: 1385

For Customer Experience Professionals

Report:The Customer Experience Index, 2013

Benchmarks: The Customer Experience Management Playbook

How good is the customer experience at your company — as rated by your own recent customers? This report answers that question by providing benchmarks of the quality of customer experience for...

• Downloads: 1416
• Comments: 7
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For eBusiness & Channel Strategy Professionals

Report:Alternative eCommerce Delivery Options In Europe

Substitutes To Conventional Home Deliveries Exist

Shipping issues are one of the most common reasons for cart abandonment. Providing alternative delivery options can limit this phenomenon as consumers benefit from choice of pickup time and place and...

• Downloads: 527

For Infrastructure & Operations Professionals

Report:China Tech Market Outlook: 2012 To 2013

The Big Dragon's IT Spending Will Slow Down In 2012

The European debt crisis has gradually begun to affect China, slowing economic growth in the country in the first half of 2012. To reflect this, we've revised our China tech market forecast and...

• Downloads: 275
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For Application Development & Delivery Professionals

Report:Cloud Computing In India 2010: End User Adoption Trends

This document provides an overview of cloud computing in India for vendor strategists. There is a focus on cloud adoption trends and demand drivers, benefits and concerns, market awareness and user...

• Downloads: 43