Representing the end of the supply chain, retail encompasses the sale of goods to end users for use and consumption by the purchaser, rather than resale. Retailers must use technology to gain a competitive advantage in today's world. Retail research provides critical insights into shoppers' changing habits and attitudes, evaluations of existing and emerging retail technology vendors, and advice about how retailers can harness technology to improve their customer experience and operating results.

Latest Research

  • For Application Development & Delivery Professionals

    REPORT: CRM Goes Vertical In The Age Of The Customer

    Landscape: The CRM Playbook

    February 22, 2018 Kate Leggett

    Application development and delivery (AD&D) professionals who support CRM cannot afford failed technology initiatives. They increasingly deploy CRM solutions that are verticalized to leverage industry-specific best practices, focus scarce technology organization resources on innovation and differentiation, and decrease time-to-value. This report showcases vertical CRM solutions across seven industries and offers a decision framework for choosing the right type.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Digital And Mobile Touchpoints Are Driving Offline Sales In Europe

    Highlights From The Forrester Data: Digital-Influenced Retail Sales Forecast, 2016 To 2021 (EU-7), Q1 2017 Update

    February 21, 2018 Michelle Beeson

    Consumers increasingly shop across touchpoints, so digital business professionals must understand the impact of digital touchpoints on in-store sales. In 2016, digital-influenced sales (formerly "web-influenced" sales) accounted for 31% of total European retail sales and will reach 38% of total EU retail sales in the EU (or €758 billion) by 2021. This report highlights Forrester's latest digital-influenced retail sales forecast for Europe. For the first time, this forecast includes mobile influence due to the increasing use of mobile, both in-store and outside, for research.

  • For B2C Marketing Professionals

    REPORT: Forrester Data: Online Retail Forecast, 2017 To 2022 (Western Europe), Q4 2017 Update

    ForecastView Document

    February 21, 2018 Michael O'Grady

    Online retail sales will grow at an average of 11.9% per year over the next five years in Western Europe. Italy and Spain will see the fastest online sales growth. By 2022, 21% of non-grocery retail sales will be online. Although grocery will be one of the fastest-growing online retail categories, just 4.5% of grocery sales will occur online in 2022. This forecast details growth for 22 product categories across 17 countries in Western Europe, with historical online category sales going back to 2002. It includes the most recent data from the end of 2017.

  • For Application Development & Delivery Professionals

    REPORT: The Three Rs Of Retail Robotics

    Use Robots To Increase The Human Touch In Retail

    February 20, 2018 George Lawrie

    There's no lack of examples of robots of humanoid appearance (think the LoweBot) that provide relatively limited service interactions with customers. Behind the scenes, both retailers and consumer packaged goods (CPG) brands have successfully deployed robots and robotic processes to relieve humans from the routine retail discipline, enabling them to focus more on the in-store theater and differentiated experience. This is a guide to retail and brand application development and delivery (AD&D) professionals to help them identify opportunities for robotics.

  • For Customer Experience Professionals

    REPORT: The UK Traditional Retailers Customer Experience Index, 2017

    How UK Traditional Retailer Brands Earn Loyalty With The Quality Of Their Experience

    February 14, 2018 Michelle Beeson

    How well do leading traditional retailers (stores and digital) earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 16 traditional retail brands that were analyzed as part of the UK CX Index. We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

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