direct-to-consumer (DTC)
Direct-to-consumer (DTC) companies have transformed the relationship between brands and customers. To compete, marketers at non-DTC companies must take a hard look at their strategies and double down on customer experience.
Discover how Forrester supports customer experience leaders.
Insights
Blog
Apparel And Footwear Brands Must Own Their Destinies To Survive
In the midst of disruption, the brands that will thrive are those that actively seize control of how consumers discover, evaluate, and buy their products.
Blog
When Things Go Wrong With A Commerce Task, Many Consumers Will Blame The Answer Engine
We asked consumers in the US, the UK, and Canada who they would hold responsible for issues when they use an answer engine to complete commerce-related tasks. Consumers might take personal responsibility for some issues (such as feeling that their prompts hadn’t been targeted enough) or might even hold the brand they ordered from responsible. […]
Predictions 2026: Your Planning Starts Here
2026 will demand proof, not promises. Explore Forrester’s Predictions resources — guides, webinars, and blogs — to plan smarter, lead with trust, and stay ahead of disruption.
Blog
Power Couple OpenAI + Amazon May Have Just Won Consumer Agentic Commerce
As the Shopify-OpenAI partnership appears to be ending, a new alliance may be set to dominate. Learn how it could unfold and what the implications may be.
Blog
What It Means That The Leader In “Agentic Commerce” Just Pulled Back
OpenAI has nixed its instant-checkout functionality, which enabled shoppers to complete their orders directly in ChatGPT. Read what this shift means for merchants.
Blog
Site Search’s Seasonal Shift: The Toolkit To Adapt To Customer Holiday Behaviors And Needs
What shoppers need from their favorite retailers changes during the holiday season. Learn how to optimize your site search accordingly.
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Fall-ing For Prime Big Deal Days: How Retailers Competed With Amazon’s October Sale Event
Get key insights for how retailers competed with Amazon’s October sales event before the holiday season.
Blog
NRF Europe Innovators Showcase: Retail Tech To Watch
Read this Forrester blog for an overview of the NRF Europe Innovators Showcase highlighting retail technology vendors that are making headlines.
Blog
Six Ways That Prime Fuels Amazon’s Retail Growth
Forrester’s Jitender Miglani outlines the six investments that Amazon is making to enhance its retail offerings.
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2025 NRF APAC Innovators Showcase: Innovation In Retail Technology
Read this blog to learn more about the 25 companies tackling the retail industry’s pressing problems at the NRF’s APAC Innovators Showcase.
Blog
Protect Your Customers And Your Brand From Holiday-Fueled Phishing
As you increase your marketing message volume this holiday shopping season, so do the bad actors using generative AI tools to mimic your logo, language, and landing pages. Learn two things you can do to help reduce your exposure in this post.
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Now Live: A Retailer’s Guide To Planning For The 2024 Holiday Season
Retailers needing advice before the winter shopping season: Read this blog for a sneak peek into Forrester’s retail holiday planning guide.
Blog
Prime Day 2024: How Retailers Competed With Amazon
Learn how major retailers and brands competed with Amazon’s Prime Day 2024 event.
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Blog
How Beauty Brands Can Bolster Their Website To Boost Their DTC Business
We reviewed 26 beauty brand websites to compare their direct-to-consumer strength and glean best practices for long-term success. Learn our three key findings in this blog.
Blog
Consumer Spending 2024: What It Means For Your Brand
2023 was a confusing year: The consumers blew cold, and the economy blew hot. The recession-to-be didn’t materialize, and the economic outlook wasn’t half as bad as consumers would have you believe. Yet, notes from the post-pandemic blues keep wafting in the air no matter the macroeconomic drumbeat. This year, the economy is headed for […]
Blog
All Brands Need A DTC Digital Strategy, But Not Necessarily Direct Digital Sales
Should all brands sell directly to consumers online? How should brands work with online marketplaces? What does direct to consumer (DTC) mean for existing retail partner and distributor relationships? Consumer-facing brands still have a lot of questions about their DTC digital engagement and commerce capabilities. But the opportunities are not “one size fits all.” To […]
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A Recap Of 115 Retail Website Promotions On Black Friday And Cyber Monday 2023
Forrester’s retail research team highlights data insights from retailers’ online Black Friday and Cyber Monday 2023 participation.
Blog
Anti-Predictions: Here’s What Won’t Happen In 2024
Before our full predictions for 2024 launch on Tuesday, October 24, read our “anti-predictions.” Here’s what won’t happen in 2024.
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Successful Shared CX Needs New Partnership Dynamics
To succeed brands and retailers need to re-think their partnership dynamics to focus on their shared responsibility for customer experiences.
Blog
Cloud Powers Retail Through The Economic Slowdown
The retail industry was an early adopter of cloud and has continued to expand its use. Learn three key trends from our new report The State Of Cloud In Retail.
Blog
Prepare For New Billing Technology To Grow Your Business
Billing is one of the most important technologies for the future of your business. I know … lots of tech categories say that. Here’s why billing tech is so powerful: With rapid reinvention and relentless innovation on our doorsteps, firms need billing technology that enables — rather than hinders — their adaptability, creativity, and resilience […]
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