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 eBusiness & Channel Strategy Professionals

    REPORT: Must-Have eCommerce Features

    Road Map: The Retail eCommerce Playbook

    April 18, 2019 Sucharita Kodali

    Digital business professionals often struggle with how to prioritize the countless issues that populate eCommerce to-do lists. This report takes a prescriptive look at industry standards and opportunities for differentiation in a retail eCommerce experience. We've divided the key opportunities into features and functionality to improve site navigation, product detail pages, and the checkout experience. We also discuss areas of opportunity such as fulfillment, customer service, and omnichannel execution. This is an update of a previously published report; Forrester reviews and revises it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Envisioning The Future Of Omnichannel Commerce

    Vision: The Omnichannel Commerce Playbook

    April 16, 2019 Brendan Witcher

    Omnichannel is not a new concept, but B2C, B2B, and even B2B2C companies still grapple with how to transform from multichannel to omnichannel. Omnichannel capabilities cover four key areas: view of the customer, engagement, fulfillment, and pricing. This report helps digital business professionals understand how and why these areas are separate projects, as well as why these capabilities are critical to successfully win and retain business from empowered customers. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For CMO Professionals

    REPORT: Build An Adaptable Organization Structure To Accelerate Digital Business

    Intermediate Level: Structure Practices For Digital Business

    April 5, 2019 Jacob Morgan

    Digital leaders often ask Forrester, "What's the perfect organizational structure?" There isn't one. While any organizational choice is a tradeoff of efficiency, control, localization, and speed, a firm's digital maturity is a bellwether for its optimal structure. As firms mature, digital leaders adopt one of three common organizational patterns. At the intermediate level, common principles of organization design are evident as leaders adapt to the rapid cadence of digital delivery, refocusing talent and re-engineering the firm to embed change and elevate digital business success.

  • For eBusiness & Channel Strategy Professionals

    REPORT: Forrester Analytics: Online Cross-Border Retail Forecast, 2018 To 2023 (Global)

    ForecastView Document

    April 5, 2019 Michael O'Grady

    Cross-border shopping will make up 17% of eCommerce in 2023, with sales of US$736 billion globally. China is the largest B2C importer and exporter of cross-border goods and drives most interregional cross-border sales. This report details cross cross-border sales across 29 countries and the regions of North America, Latin America, Europe, Asia Pacific, Africa, and the Middle East. In this update, for the first time, Forrester provides a country-by-country import-export view of the main axes of cross-border trade.

  • For Customer Experience Professionals

    REPORT: The Extended Reality Opportunity Today: Your Employees

    Consumers Aren't Ready For Augmented, Virtual, Or Mixed Reality Yet — But Your Workforce Is

    April 4, 2019 Jennifer Wise, Samuel Stern

    The hype keeps growing about extended reality (XR) — virtual, augmented, and mixed reality (VR, AR, and MR). But the legions playing AR-enabled Pokémon Go that seemed to herald the zombie apocalypse have dwindled; XR's adoption among consumers remains low, and its use cases are narrow. In the workplace, however, it's a different story. This reports explains how customer experience (CX) pros can use XR now to: 1) better enable employees to deliver good CX; 2) improve employee and B2B customer experiences; and 3) prepare to deploy XR to consumers in the future.

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