Retail Trends

Current market volatility has hit retailers hard. Many are struggling to re-orient operations to meet customer expectations. Read our advice.

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Insights

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What’s Hot (And What’s Not): The Top Retail Commerce Initiatives For 2024

Brendan Witcher 14 hours ago
We share some of the top retail commerce initiatives that retail business pros will invest in for 2024.
Blog

All Brands Need A DTC Digital Strategy, But Not Necessarily Direct Digital Sales

Michelle Beeson January 3, 2024
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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Each week, the CX Cast brings you the latest news and cutting-edge tactics making waves in customer experience.

Blog

Christmas Came Early! Our First Consumer Insights Of The Holiday Season

Nicole Murgia December 21, 2023
Learn our key takeaways from Bizrate Insights’ aggregated 2023 holiday surveys.
Blog

US Top 10 Retailers: Total And E-Commerce Sales In 2022

Jitender Miglani December 20, 2023
Take a look at the top 10 US retailers in 2022 based on total retail sales and e-commerce sales.
Blog

Europe-5 Retail Sales Trends And Outlook

Jitender Miglani December 5, 2023
We recap a few European retail sales trends over the last few years and in 2023.
Blog

A Recap Of 115 Retail Website Promotions On Black Friday And Cyber Monday 2023

Nicole Murgia December 1, 2023
Forrester’s retail research team highlights data insights from retailers’ online Black Friday and Cyber Monday 2023 participation.
Blog

Retailers: Leverage Store Associate Tools And Engage Your In-Store Teams For Customer Satisfaction

Lauren Cevallos December 1, 2023
A new Forrester report, The Store Associate Tools Landscape, Q4 2023, has published, and this blog breaks down how retailers can leverage these tools for their associates.

Where Are CX Leaders Targeting Their 2024 Spend?

Download our 2024 Planning Guide for Customer Experience Leaders to see where AI investments deliver the greatest gains — and three redundant priorities to pull back on.

Blog

Email Marketers: Empathize With Customers To Stay Off Their Naughty Lists

Shar VanBoskirk November 28, 2023
Use our tips to help your email programs perform better and strengthen long-term customer loyalty this holiday season.
Blog

Three Last-Minute Tips To Make Retail Customer Service Merry And Bright

Christina McAllister November 27, 2023
During the holiday retail crunch and last-minute scramble, read Forrester’s tips to ensure a merry customer service retail season.
Blog

‘Tis The Season To Master Retail Media

Nikhil Lai November 22, 2023
Retail media’s challenges signal growing pains unlike those of other channels. Read more on Forrester’s insights for this holiday season.
Blog

Holiday Magic Begins With Empowered Store Associates

Lauren Cevallos November 21, 2023
As retailers enter their busiest period, leveraging store associate tools is a must. Read Forrester’s insights on how to maximize their potential this season.
Blog

Apple Sales And Profits Analysis For FY 2023 — Top 10 Insights

Jitender Miglani November 21, 2023
Read this blog for analysis and the top 10 key takeaways from Apple’s FY 2023 sales and profits reporting.

Steer Your CX Budget With Our 2024 Benchmark Data

Explore 2024 insights for investing in CX strategy to drive action, value, and revenue.

Blog

Stay Off Santa’s Naughty List: Four Ways To Responsibly Design Experiences This Holiday Season

Gina Bhawalkar November 20, 2023
Practice inclusive design this holiday season to unlock long-term benefits. Here are four ways to implement responsible design.
Blog

Five Things Consumers Told Us About Their 2023 Holiday Shopping Plans

Nicole Murgia November 7, 2023
Read more on how US consumers plan to shop this winter holiday season.
Blog

Tune Commerce Search To Support Santa This Holiday Season

Emily Pfeiffer November 2, 2023
Strong commerce search functionality will be pivotal in your customers’ digital shopping experiences this holiday season — learn what you must do to tune that.
Blog

When Generative AI Meets Double 11 — What To Expect On Singles’ Day 2023

Xiaofeng Wang November 2, 2023
We'll see a refocus on low-price strategy — along with dashes of genAI influence.
Blog

Master E-Commerce Fulfillment And Returns For Success This Holiday Season

Sucharita Kodali October 26, 2023
Embrace our recommendations, along with the upcoming advice in our holiday series, to survive the holiday rush.

Design Better Chatbots

Here's how to create chatbots that customers will love.

Blog

The Future Of Retail: Building Physical Stores For A Digital World

Brendan Witcher October 25, 2023
Transform traditional retail stores into dynamic, customer-centric spaces that enhance experiences and drive business outcomes.
Blog

Predictions 2024: Digital Commerce Will Go Small, Artificial, And Augmented

Emily Pfeiffer October 25, 2023
Digital commerce in 2024 will adopt artificial intelligence and augmented reality to solve specific use cases. Overall, digital businesses will apply surgical precision, rather than sweeping change, to their technology decisions. Read our predictions.
Blog

Predictions 2024: Retailers Will Need To Brace For A Tough 2024

Sucharita Kodali October 25, 2023
As retailers gear up for 2024, they must confront an array of challenges, from theft and culture wars to the adoption of new technologies such as AR, VR, and genAI. Despite the challenges, the retailers that rise to the occasion and make the right strategic decisions will position themselves for success.
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