Retail

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 eBusiness & Channel Strategy Professionals

    REPORT: Analyze This: Web Style Analytics Enters The Retail Store

    Performance Management: The Digital Store Playbook

    December 8, 2017 Ananda Chakravarty

    Retail stores have been living in the analytical "dark ages" compared with digital channels, relegated to measurement techniques that rarely consider customer behavior. However, advances in analytics technologies are transforming how retailers win, serve, and retain customers within the physical store. This report sheds light on key metrics unleashed by retail store analytics that retailers should use to transform physical stores. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Evolve Now To Personalization 2.0: Individualization

    Your Customers Expect And Will Reward You For Personally Relevant, Value-Added, Individualized Experiences

    December 5, 2017 Brendan Witcher

    To meet customer expectations of rich, relevant experiences, digital business professionals must help their firms evolve their personalization strategy from segmentation to individualization. The good news: Customers are willing to share personal information with firms in exchange for more valuable experiences. The challenge ahead: Digital business pros must now react in real time to their customers — across multiple internal teams. This report offers best practices and next steps for digital businesses that want to evolve from segmentation to individualization.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Envisioning The Future Of Omnichannel Commerce

    Vision: The Omnichannel Commerce Playbook

    December 1, 2017 Brendan Witcher

    Omnichannel is not a new concept, but B2C, B2B, and even B2B2C companies still struggle to grasp the evolution they need to transform from multichannel to omnichannel. The full spectrum of omnichannel capabilities stretches across four key areas: view of the customer, engagement, fulfillment, and pricing. This report helps digital business professionals understand how and why these areas are separate projects, as well as why these capabilities are all critical to successfully win and retain business from today's digitally savvy consumer.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Paving The Path To Omnichannel Fulfillment

    Road Map: The Omnichannel Commerce Playbook

    November 21, 2017 Brendan Witcher

    Omnichannel fulfillment programs have figured prominently on digital business priority lists for years, but many organizations are unsure of where to start. This report guides digital business professionals on how to craft an omnichannel road map that successfully bridges gaps between the organization's current capabilities and its vision for delivering future omnichannel programs. Digital business professionals will learn how to chart strategies and tactics to select the right technology, gain support from internal stakeholders, break down operational barriers, and measure progress. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For Customer Experience Professionals

    REPORT: The Australia Customer Experience Index, 2017

    How Brands Build Loyalty With The Quality Of Their Experience

    November 20, 2017 Tom Champion

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 36 brands across five industries in the Australia 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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