eCommerce

eCommerce refers to activities in which businesses — or consumers — use the Internet to identify supplies, select products and services, complete financial transactions, and/or obtain services. Delivery may occur online or outside of the Internet. Research coverage includes eCommerce platforms and technologies and mobile eCommerce.

Latest Research

  • For Customer Experience Professionals

    REPORT: The US Customer Experience Index, 2018

    How Brands Build Loyalty With The Quality Of Their Experience

    June 19, 2018 Rick Parrish

    How well do leading brands build loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of all 287 brands across 19 industries in the US Customer Experience Index (CX Index). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For Customer Experience Professionals

    REPORT: The US Digital Retailers Customer Experience Index, 2018

    How US Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

    June 19, 2018 Sucharita Kodali, Alex Causey

    How well do leading digital retailers earn loyalty with the quality of their customer experience (CX)? This year, we reveal the rankings of 11 digital retail brands that we analyzed as part of the US Customer Experience Index (CX Index™). We also unveil surprising trends in CX quality and the role that emotion plays in CX. Customer experience professionals can use this report to inform their ongoing improvement efforts.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Automotive Wave™: US Websites, Q2 2018

    The Playing Field Is Wide Open For Carmakers To Break Away

    June 18, 2018 Brendan Miller, Andrew Hogan

    US new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide them in their decision process. To gauge how helpful the websites are to shoppers, we evaluated the sites of 10 top auto brands in the US. This report lays out where companies excel — and where they lag — and what digital business and customer experience (CX) professionals can learn from them so their websites help drive more growth.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The Forrester Wave™: Product Information Management Solutions, Q2 2018

    The 10 Providers That Matter Most And How They Stack Up

    June 18, 2018 Bruce Eppinger

    In our 27-criteria evaluation of product information management (PIM) providers, we identified the 10 most significant ones — Agility Multichannel, Contentserv, EnterWorks, IBM, Informatica, inRiver, Riversand, Salsify, SAP, and Stibo Systems — and researched, analyzed, and scored them. This report shows how each provider measures up and helps digital business professionals make the right choice.

  • For eBusiness & Channel Strategy Professionals

    REPORT: UK Multichannel Retailers Must Adjust Their Store Portfolios To Remain Profitable

    ForecastView Document

    June 12, 2018 Michael O'Grady

    As many famous UK retailers like Debenhams and Marks & Spencer announce store closures, multichannel retailers increasingly need to adjust their store portfolio to stay profitable. This report introduces Forrester's UK store scenario planner, a new tool that gives multichannel retailers insight into how they might need to change their store portfolios in the future. We used this tool to generate insight for the UK retail market as a whole.

View all research

Analysts Who Cover eCommerce

View all related analysts