Vice President, Principal Analyst
Retailers: Give The Gift Of Personalization Through Omnichannel This Holiday Season
Use personalization through omnichannel to drive value-driven product recommendations for your customers this holiday season.
Predictions 2023: Bold Shifts In Retail Models Will Be The Salve For Uncertain Times
In 2023, retail models will need to adapt to tap into new sources of profitability, which will become more critical amid economic headwinds.
Retailers In A Tough Spot After Major Sales Events Announcements
Wise retailers will be highly detail-oriented in their holiday strategies, especially given the macro-level conditions across many global markets.
The Real Amazon Question: Can Amazon Retain A Day One Culture When The Only Person From Day One Departs?
What will it really take for Andy Jassy and Amazon to retain the culture that has made it so successful in so many areas of business? Here are the five key attitudes that Amazon must retain – and that other companies should learn from.
Predictions 2021: Retailers, Brand Manufacturers, And Mall Operators
In the wake of the pandemic's deluge of disruption, retailers, brand manufacturers, and ecosystem players such as mall operators are entirely rethinking their businesses, heralding much change ahead. Read what we predict for retail in 2021.
Distinguish Hot From Hype In Retail Tech Investments For 2020
In the highly competitive world of commerce, retailers and brands must invest in tech initiatives that will differentiate them, drive revenue growth, and keep their customers satisfied. For our annual “The Top Retail Technology Investments In 2020” research, we interviewed over 60 retail and brand professionals to understand which technology initiatives they are prioritizing in […]
Hot Or Hype: The Top Retail Tech Investments For 2019
We interviewed 40 retail industry professionals to see where they're putting their technology investment dollars, and where they firmly aren't.
My Top NRF 2019 Takeaways (AKA, News Vs. Nonsense)
I say this as both an analyst and a recovering retail professional: NRF is like drinking Red Bull . . . from a 50′ beer bong . . . for three days straight . . . on Jupiter. You just know what’s coming, but there is almost no way to prepare for the deluge of […]
Omnichannel And Personalization: Make A Lasting Impression In The Marketplace
With the holiday season in full flight, creating a memorable customer experience is more imperative now than ever. Watch the video below to learn how omnichannel and personalization tie together to generate a lasting impression for a consumer. Have questions on how you can better differentiate your brand through omnichannel and personalization? Schedule an inquiry to dive deeper.
Omnichannel Order Management Systems: The Unsung Hero Of Digital Commerce
Summer is ending and you’re searching for a grill on sale, and you find the perfect one online. On the website, they say that the grill is currently available at your local store. However, to your dismay, when you arrive at the store, they’ve just sold out of that specific grill. If only the retailer […]
Just Released: Top Retail Tech Investments For 2018 — Overview
In today’s increasingly crowded digital commerce market and with increasingly tighter budgets, retailers have to make smart choices about which technologies to invest in and which they should forego for now. To help retailers sift through the options, we conduct an annual top trends study. This year, we interviewed more than 30 retail industry professionals to ask about retail […]
Transform Your Personalization Strategy At Forrester’s Consumer Marketing Forum
Where are you on your company’s journey to personalize the customer’s experience? Are you one of the 89% of digital businesses that are investing in personalization – companies like Coca-Cola, Fabletics, Netflix, Sephora, USAA, and Wells Fargo. What’s new now? Businesses need to evolve their definition of personalization – from tactical segmentation, to strategic individualization. […]
NRF 2018: Back To Basics…And That’s A Good Thing!
This year’s NRF Show was a surprise, in that it lacked a lot of the hyped-up tech in year’s past (VR in 2017, Beacons in 2016, etc., etc.). That left plenty of room for themes and solutions to shine that let retailers improve in the areas of customer experience, operational efficiency, and incremental, bottom-line profitability. […]
Walmart And Google’s Voice-Assisted Commerce Partnership Highlights The Next Big Disruptor In Retail
Walmart and Google have announced an important new partnership that directly addresses the growing markets for voice-assisted shopping and free expedited delivery. Marc Lore, president and CEO of Walmart US eCommerce, wrote on Walmart’s blog: “Starting in late September, we’ll be working with Google to offer hundreds of thousands of items for voice shopping via […]
Busting The Big Myths Of Retail: The Real Reasons Retailers Are Missing The Mark
If you believe what you’ve heard in this year’s earnings calls, retailers are losing every dollar of business to Amazon. Are they? No. They’re losing some, but the estimates on Amazon’s pure, non-marketplace growth don’t even come close to every other retailer’s declines. Amazon’s growth is a symptom of – not the reason for – […]
Time To Assess Your Omnichannel Maturity
It's a fact: Every time customers are exposed to improved shopping experiences, their expectations are immediately reset to a new higher level. Today’s empowered customers expect seamless brand interactions across every touch point, forcing organizations to replace outdated thought-processes and legacy systems with new ways of doing business. That said, many digital strategy and commerce […]
Your Customers Have Abandonment Issues
Omnichannel fulfillment services have indubitably piqued the interest of today’s retail leaders; nearly one-third of the retail organizations we surveyed already support “buy online, pick up in store” (BOPIS) functionality or have plans to implement the technology by the end of next month. However, proponents of omnichannel fulfillment are starting to recognize that simply offering services […]
Introducing Forrester’s Omnichannel Commerce Playbook
Today we announce the launch of our brand new Omnichannel Commerce Playbook! In its many forms, omnichannel is quickly resetting customer expectations, and redefining what it means to deliver seamless, fully-integrated commerce across the enterprise. This playbook provides a structured framework to help eBusiness leaders strategically plan, launch, and maintain omnichannel capabilities and services. […]
Announcing The Forrester Wave: Mobile Commerce And Engagement Platforms, Q1 2016
Robust mobile commerce platforms are no longer a “nice to have” for retail organizations. A recent Shop.org and Forrester Research survey indicates that smartphone sales accounted for 17% of total retail sales in 2015, and that sales from smartphone devices grew 53% year-over-year. With mobile’s stake now planted so firmly in the ground, it is […]
Same-Day Delivery: Delivering Profits Or Just Parcels?
Instacart’s recent $2 billion valuation suggests many believe same-day delivery to be the next standard for fulfilling online orders. Online and mobile food ordering service GrubHub recently showed its commitment to delivery by announcing the acquisition of two players in the food delivery space, DiningIn and Restaurants On The Run. Amazon, too, has been expanding its […]