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 CMO Professionals

    REPORT: The Enigma Of The New Norm: Direct-To-Consumer Disruption

    Return To The Core Of Best-In-Class Marketing To Solve Three Consumer Paradoxes

    June 13, 2019 Anjali Lai

    Direct-to-consumer (DTC) startups are storming onto the scene with a provocative brand ethos and unconventional business models that threaten retailer market share. VCs bet big on these bold brands, while critics call out the hype. Our multimethod study reveals that the DTC craze signals three growing paradoxes in consumer decision making that will reset expectations across industries. But CMOs don't need to reinvent the marketing wheel to solve these: Instead, hone classic marketing techniques to emphasize customer needs and the customer experience.

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2019

    How Brands Build Loyalty With The Quality Of Their Experience

    June 11, 2019 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all 260 brands across 16 industries in the US Customer Experience Index (CX Index™). We also unveil new 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.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Analytics: Online Retail Forecast, 2018 To 2023 (Latin America)

    ForecastView Document

    June 5, 2019 Satish Meena

    Online retail in Latin America will grow at a compound annual growth rate (CAGR) of 22.3% to reach $129 billion in 2023. Brazil remains the largest market due to increased investment by online retailers and growth in marketplace sales, while Chile is the fastest-growing market. Our forecast details online retail growth across 12 product categories and six markets — Argentina, Brazil, Chile, Colombia, Mexico, and Peru.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Analytics: Online Beauty Forecast, 2019 To 2024 (Global)

    ForecastView Document

    June 3, 2019 Michael O'Grady, Reineke Reitsma

    By 2024, 25% of the global personal care market will be online, up from 13% in 2018; 41% of global beauty and cosmetics sales will come from Asia Pacific shoppers, up from 35% in 2018. The cosmetics market in China will grow three times faster than that of the US. This new global forecast for 2019 details personal care sales both online and offline for skincare, haircare, color cosmetics, fragrances, and toiletries across 18 countries in North America, Latin America, Europe, Asia Pacific, Africa, and the Middle East.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Retail Technology Plans, 2019

    Retail Highlights From Forrester's Business Technographics® Surveys

    May 30, 2019 George Lawrie

    As brands and retailers tackle the challenges of 2019, digital business professionals must consider the potential impact on their road map of new technologies and apps to win, serve, and retain customers. Digital business pros can compare their own technology investment plans with those of nearly 2,500 global respondents to Forrester Analytics' Business Technographics surveys, including more than 250 in retail.

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