Forrester

Why Read This Report

While the major markets in Western Europe are still emerging from the impact of the financial crisis, the Internet channel continues to gain awareness and traction among consumers. Retail eBusiness and channel strategy executives will focus on retaining customers and increasing efficiency in 2010. In this environment, we expect that eBusiness and channel strategy professionals will promote online self-service to decrease costs, improve the multichannel customer experience, and keep their customers engaged. Retailers will primarily focus on keeping costs under control and will continue to track and test emerging technologies like mobile devices and social media.