Forrester

For Application Development & Delivery Professionals

Report:The Forrester Wave™: Point Of Service, Q2 2012

Epicor, Fujitsu, Microsoft, Micros Retail-J, NCR, Oracle, And Wincor Nixdorf Lead, With JDA, Micros Xstore, Retalix, And SAP Close Behind

In Forrester's 70-criteria evaluation of point-of-service (POS) vendors, we identified the most significant solution providers in this category — Epicor Software, Fujitsu, NCR, JDA Software,...

• Downloads: 637
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For eBusiness & Channel Strategy Professionals

Report:The Digitization Of The In-Store Experience

Mobile Devices And Interactive Displays Are Redefining The In-Store Experience For Sales Associates And Customers Alike

Retailers are ditching the term multichannel. Instead, in the era of agile commerce, they talk about delivering a "buy anywhere, fulfill anywhere" experience to their customers. In pursuit of this...

• Downloads: 2103
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For eBusiness & Channel Strategy Professionals

Report:European In-Store Pickup Service Best Practices

Addressing Consumers' Need For Immediacy And Cost Savings

European consumers continue to make use of all of the touchpoints that eBusiness professionals offer when making purchases. Click and collect serves multichannel buyers' fundamental needs by allowing...

• Downloads: 303

For eBusiness & Channel Strategy Professionals

Report:Consumer Usage Of Kiosks And Self-Service Checkout Tools

In-store kiosks and self-service technologies are becoming more present in consumers' everyday lives via ATMs and airport check-in and can provide opportunities for cross-channel growth. They're...

• Downloads: 781

For eBusiness & Channel Strategy Professionals

Report:Case Study: American Airlines Utilizes Multiple Channels To Reach Most Passengers

A Mobile POST Case Study

American Airlines' mobile strategy is wide-reaching to reflect the many different people who fly with the company. Many of its passengers are Connectors, who are well positioned to take advantage of...

• Downloads: 643

For eBusiness & Channel Strategy Professionals

Report:Multichannel: In-Store Pickup Gains Importance

Consumers' Expectations Rise, But Retailers Are Slow To Respond

Increasingly, customers of multichannel retailers are expecting in-store pickup of online orders. These retailers have an opportunity to drive sales, increase customer satisfaction, and mitigate...

• Downloads: 765

For CMO Professionals

Report:In-Store TV Goes Prime Time With Wal-Mart

Smart Network Will Bring Insights And Accountability

Wal-Mart announced the rollout of its Smart Network to 2,700 stores starting this month. Smart Network will bring together in-store television, creative execution, and in-store metrics. It will...

• Downloads: 263

For Customer Experience Professionals

Report:Case Study: How Credit Suisse Made Customer Experience Matter

In 2004, Credit Suisse was struggling with poor customer satisfaction results and a lack of clear differentiation from its competitors. Enter a fledgling customer experience group started by three...

• Downloads: 1123

For Customer Experience Professionals

Report:Taking In-Person Self-Service From Blah To Brilliant

In-Person Self-Service Moves From Dull Kiosks To Engaging Interactions

While most digital channels have experienced significant innovations over the past few years, in-person self-service still focuses on the same appliance that's been around for more than three...

• Downloads: 537

For Customer Experience Professionals

Report:Self-Service Check-In Clicks With Travelers

Mobile Check-In And Better Merchandising Will Increase Self-Service Appeal

Lower-margin leisure travelers have embraced self-service check-in — kiosks and online check-in applications — helping airlines improve operational efficiencies and reduce passenger...

• Downloads: 188