omnichannel customer experience

As digital’s role grows, omnichannel capabilities become more crucial to provide a satisfying, unified customer experience. Learn more about omnichannel customer experience.

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Forrester’s Digital Go-To-Market Review: Kid, Baby, And Toy

Sucharita Kodali October 13, 2021
As part of Forrester’s Digital Go-To-Market Review series, we recently evaluated 27 kid, baby, and toy brands on five elements: direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.
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Asia Is A Beacon For Luxury Commerce Innovations

Xiaofeng Wang August 23, 2021
COVID-19 has upended luxury brands’ customer engagement strategies, forcing them to launch digital transformation initiatives. With a robust digital economy and more empowered luxury consumers, Asia in general — and China in particular — has become a beacon for luxury commerce innovations globally. My latest report, Luxury Commerce Innovations In Asia, shows how leading luxury […]
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How To Scale Digital Accessibility And Expand CX’s Influence

Discover how to turn a business must-have into a CX leadership opportunity.

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Qualtrics’ $1.125B Acquisition Of Clarabridge Upends The Customer Feedback Management Market

Judy Weader July 30, 2021
Yesterday evening, Qualtrics announced that it’s acquiring Clarabridge in an all-stock deal worth $1.125 billion. This is a great move for Qualtrics. In one swoop, it has secured the best-in-class analytics capabilities that will define the future of voice-of-the-customer programs as firms decrease their reliance on surveys and focus instead on understanding customers based on […]
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Forrester’s Digital Go-To-Market Review: Apparel And Shoe Brands

Sucharita Kodali June 25, 2021
Forrester’s latest Digital Go-To-Market Review evaluates 27 brands in the apparel and footwear sector to see how well they are positioned to thrive independently. Read on to see how these brands fared across direct-to-consumer strength, brand visibility online, distribution and e-control, organic consumer enthusiasm, and product innovation.
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Digital Experience: The Inside Scoop As Told By 36-Plus Executives

Julie Ask June 17, 2021
“When you look forward two years and think about your aspirations for your consumer digital experiences, what will inhibit you from reaching those goals?” Dozens of digital business and experience executives across numerous industries and geographies shared their thoughts with us about digital experience’s current state, emerging tech, priorities, and inhibitors. I’ve summarized the findings […]
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Announcing The First Forrester Wave™ Covering Cross-Channel Campaign Management Solutions In Asia Pacific

Xiaofeng Wang June 3, 2021
Following up the previously published Now Tech report, I’m excited to announce that “The Forrester Wave™: Cross-Channel Campaign Management In Asia Pacific, Q2 2021” is now live. Forrester defines cross-channel campaign management (CCCM) as “enterprise marketing technology that supports customer data management, analytics, segmentation, and workflow tools for designing, executing, and measuring campaigns for digital […]
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PIM Powers Digital Experience — Introducing The Latest Edition Of The Forrester Wave™: Product Information Management

Amanda LeClair May 27, 2021
Marketers, e-commerce directors, data analysts, content operations managers, master data management (MDM) managers, heads of channel management … these are just some of the roles of people we talked to for our recently published Forrester Wave™ evaluation on product information management (PIM) vendors. This diverse set of PIM users reflects how this role has broadened […]
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Power Up Customers’ Digital Experiences.

Plan and execute a design system that improves business outcomes. Get the step-by-step plan in this complimentary guide.

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The Rising Bar For Retailer Mobile App Experiences — Are You Ready?

Scott Compton April 14, 2021
Use best-in-class examples to prioritize your retail mobile app development.
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Announcing Forrester’s First Now Tech On Cross-Channel Campaign Management In Asia Pacific

Xiaofeng Wang March 23, 2021
In case you missed it, our Now Tech report on cross-channel campaign management (CCCM) in Asia Pacific is out, which covers 27 key CCCM players in the region. Contextual, relevant, and personalized are the three words that every customer longs for and every marketer strives for. The pace of consumer behavior change has mutated this […]
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Brand Go-To-Market Series: The CPG Category Is Taking Big Steps Toward E-Commerce DTC Sales

Sucharita Kodali March 15, 2021
The pandemic has been a pivotal moment for the consumer packaged goods (CPG) category. Before the pandemic, most CPG brands lacked direct-to-consumer (DTC) buy-ability on their website. However, the pandemic spurred numerous CPG brands like Beyond Meat, Bimbo, Del Monte, and PepsiCo/Frito Lay to launch DTC websites. The latest update to our Digital Go-To-Market Review series […]
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Are Distributors The Future Of Distribution?

Jay McBain February 24, 2021
I made a prediction in January of 2018 that IT distributor disruption would continue. It was obvious that industry consolidation was accelerating, major distributors were diversifying, and private equity was getting more interested in transforming the industry. In the second half of last year, the two largest global IT distributors were acquired by private equity, […]
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What I See Coming For The Channel: 2021

Jay McBain January 21, 2021
  Last year ended up being a tale of two cities for the channel. On one hand, customers and governments recognized partners as an essential service and central to their ability to rapidly respond to a worsening pandemic early in the year. With catlike reflexes, the IT channel emptied the laptop supply chain and became […]
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Channel Software Tech Stack 2021

Jay McBain January 12, 2021
^CLICK IMAGE FOR FULL SCREEN^ The channel software stack comprises a group of technologies that help companies develop, design, and execute plans to find, recruit, onboard, develop, enable, incent, co-sell with, manage, measure, and report on partners. Delivering automation of indirect sales processes, workflows, and partner programs, channel software is becoming increasingly critical to a […]
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Retailers: Here’s How Consumers Are Shopping This Holiday Season

Sucharita Kodali December 17, 2020
The retail holiday season is in the home stretch. We expect US online holiday sales this year will top $173 billion — or fully 24% more than last year.
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Announcing The Forrester Wave™: Insights-Driven Business Process Outsourcing, Q4 2020

Leslie Joseph December 2, 2020
Buyer demand for greater value from insights and technology such as RPA, data science, machine learning, and advanced analytics are forcing both classical BPO and omnichannel BPO vendors to retool themselves into insights-driven BPO's.
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PlayStation 5 Launch Sends The UK Digital Customer Experience Back In Time

Michelle Beeson November 19, 2020
2020 leaves another sting in its tail for UK retailers today, among them Currys PC World, John Lewis, and Very.com (even Amazon had some trouble). After navigating the unexpected (and unprecedented) peaks and troughs of digital demand during 2020 pandemic lockdowns, it’s the planned launch of the PlayStation 5 that has managed to crash the […]
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What Do Your Customers Want For The Holidays? Confidence

Andrew Hogan October 29, 2020
Now’s the time to make sure your customers understand whether they’ve found the right product on your site or app, know when they’ll receive their item in time, and know how to easily return the item if it isn’t quite right.
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This Holiday Season, Delight Customers With What Happens After They Click “Buy”

Emily Pfeiffer October 26, 2020
On Dasher, on Dancer, on Prancer, on Vixen . . . on FedEx, on UPS, on DHL, on USPS? There is no online equivalent to walking out of the store just after the moment of purchase, carrying a loved one’s holiday gift. This year, Deloitte foresees US brick-and-mortar sales increasing year over year between just […]
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How Luxury Brands Must Close The Digital Gap

Michelle Beeson October 23, 2020
Back in the summer of 2017, we warned that luxury brands were out of time to improve their digital customer experiences. Since then, luxury brands have moved from relative inertia to a range of activities, from technology upgrades to partnerships and acquisitions. But the 2020 pandemic has shaken luxury brands to their core. Nonessential store […]
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Segment And Benchmark Your Journeys To Drive Emotional Engagement

Joana de Quintanilha October 22, 2020
We know customer journeys matter. We know emotion matters. But do we know what “good” looks like when it comes to customer journeys? Do we know how to design for emotion? Well, the two are inextricably linked. To know what good looks like — and how to benchmark journeys — we need to understand the […]
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