Fiona Swerdlow

Get an early read on UK and US consumers' thinking about 2024 end of year holiday shopping - and watch for more research and holiday prep advice in the coming weeks.

The retail holiday season is already well underway, and to help you prepare for your busiest season, we’re kicking off our fifth annual “Holiday Prep” blog series.

Online holiday sales are expected to grow at a faster rate than holiday sales overall this year. That means retailers must ensure that their websites are set up for success.

Forrester examined the strategies that 50 retailers and brands deployed to compete with Amazon’s Prime Early Access Sale. Learn more.

Prepare for holiday shoppers with authentic marketing, inventory visibility, value-add info, and other tactics to increase customers’ confidence.

Holiday planning is already well underway, and now it’s all about executing on marketing plans, site adjustments, and other finishing touches online and in-store. Read our insights to help you prep for the 2022 season!

Results from the US CX Index 2022 show that some retailers were able to strengthen their base of devoted (and highly profitable) customers. Learn more, and how you can do the same.

Learn how the Forrester Customer Lifecycle Framework helps B2B and B2C business leaders — enterprisewide! — calibrate what are too often internally focused processes instead of the customer’s process and perspective in order to become more customer-obsessed.

From a long-standing focus on sustainability by companies such as Patagonia and REI to newer initiatives such as Galeries Lafayette’s (Re)Store, IKEA designing for reuse, and Mars’ pledge for net-zero emissions (among many!), retailers and brands are on the path to actively supporting the circular economy. Overall, consumers’ consciousness about environmental, social, and governance (ESG) […]

The biggest retail trends of 2022 will involving tapping into the circular economy and using returns to retain customers. Learn more.

Over the coming weeks, we'll advise retailers on holiday prep topics from application security and bot management to consumer “confidence” measures, marketing tactics, and much more.

Retailers snagged four of the top 11 spots in the Forrester US CX Index 2021, more than any other single surveyed industry. Discover which retailers soared during a challenging year, and why.

Thanksgiving and Black Friday are upon us, so we asked consumers how they’re thinking about holiday shopping. Among US online consumers we surveyed in early November, we found that: Holiday offers are out there — even if not all consumers are ready. Close to half (45%) of US online adults we surveyed hadn’t started thinking […]

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.

It’s Amazon Prime Day and Big Billion Days week — a fitting time to kick off Holiday 2020 and Forrester’s annual holiday prep blog series. In the coming weeks, watch for Forrester analyst expert insights about everything from marketing, podcast advertising, and smart post-purchase notifications to US holiday forecast scenarios, “11/11” event analysis, thwarting “grinchy” […]

Q4 contributes a significant part of many retailers’ annual revenues and profits. As of mid-Q3, factors like high unemployment, a resurgence in COVID-19 cases, short-term and permanent store closures, and the expiration of the US Federal Pandemic Unemployment Compensation program are making it challenging for US retailers to plan for Q4. We’ve created a collection […]

Recently, Walmart quietly launched Walmart Insurance Services LLC. To better understand and triangulate what this move means for the future of healthcare, a team of Forrester analysts weighed in. Read their takes.

Forrester retail industry analysts provide insights on how privacy and data ethics regulations will affect retail marketers.

To understand how Forrester’s predictions will unfold in the retail industry in 2020, my colleague Madeline Cyr and I interviewed experts within Forrester for our “Applying 2020 Predictions To Retail” series. To understand the internet of things (IoT) predictions for 2020, we spoke with Forrester IoT expert Frank Gillett. Madeline Cyr: In 2020, you predict […]