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.

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Market Imperatives




12 results in Reports

  • Consumer Mobility
  • Customer Experience
  • Past 18 months
  • For Customer Experience Professionals

    Report:The India Customer Experience Index, 2015

    A Benchmark Of How Well Brands In India Use The Customer Experience To Create And Sustain Customer Loyalty

    For the first time, Forrester has applied the Customer Experience Index (CX Index™) methodology to appraise how well companies in India are delivering customer experiences that create and...

    • Downloads: 51
  • For Customer Experience Professionals

    Report:The Best Of Mobile User Experience, 2015

    Benchmarks: The Digital Customer Experience Improvement Playbook

    Mobile adoption continues to swell, and successful companies like Dropbox and Uber tap into this audience to transform customer experiences and achieve multibillion-dollar valuations. But achieving...

    • Downloads: 353
  • For Customer Experience Professionals

    Report:The Best Of Tablet User Experience

    Design For Immersive Content And Intuitive Feel

    Despite their universal characterization as mobile devices, tablets are not mobile. Unlike with smartphones, most consumers use tablets at the end of the day, in the comfort of their home, while...

    • Downloads: 340
  • For Customer Experience Professionals

    Report:Best Practices For Chinese Mobile User Experience

    Mobile represents an enormous opportunity to transform customer experiences in China — but only for those able to cope with proliferating platforms and devices, challenging human factors, and...

    • Downloads: 106
  • For Customer Experience Professionals

    Report:Case Study: Disciplined Simplification Elevates The Brand In Virgin America's Site Redesign

    Virgin America undertook a major website redesign with the goal of streamlining the process of booking plane tickets through mobile devices and transforming it into an appealing experience. To do...

    • Downloads: 175
  • For Customer Experience Professionals

    Report:Three Key Features That Increase App Engagement

    A Technographics® 360 Report: Using Behavioral Tracking, Survey, And Online Community Data

    Understanding the mobile experiences that support users in their moment of need is the foundation to developing a successful mobile app. Forrester takes a new approach to analyzing what drives app...

    • Downloads: 56
  • For Customer Experience Professionals

    Report:Brief: What's Different About Mobile Customer Experience In China?

    Chinese mobile users have different expectations and different mobile moments than their Western peers. When designing a mobile website or app for them, customer experience (CX) professionals need to...

    • Downloads: 86
  • For Customer Experience Professionals

    Report:Customer Experience In The Post-PC Era

    Vision: The Digital Customer Experience Improvement Playbook

    The rapid consumer adoption of mobile devices, new interfaces, and the changing behaviors they encourage have transformed how customers engage with companies. Gone are the days when companies could...

    • Downloads: 1547
  • For Customer Experience Professionals

    Report:Quick Take: Apple Continuity Takes A Huge Step Forward In Experience Design

    Apple Continuity is a collection of features that leverage device proximity and connectivity to enable seamless customer interactions across Apple devices. In total, Apple Continuity delivers the...

    • Downloads: 164
  • For Customer Experience Professionals

    Report:The Right Mobile Usability Testing Tool

    Mobile is a leading driver of customer experience (CX) innovation, but a bad mobile experience can turn away customers for good. That's why CX professionals should embrace tools and services...

    • Downloads: 356
  • For Customer Experience Professionals

    Report:Brief: Disney Leads The Charge Across The Digital-Physical Divide

    The Magic Kingdom's $1 Billion Bet On Technology Signals A New Era Of Digitally Enhanced Customer Experiences

    Disney has spent $1 billion on MyMagic+, a next-generation technology-fueled customer experience that transforms the way its guests play, stay, and pay at the "most magical place on Earth." Disney...

    • Downloads: 402
  • For Customer Experience Professionals

    Report:The Best And Worst Of Mobile User Experience

    Mobile presents an enormous opportunity to transform the customer experiences for those able to cope with relentless device permutations, demanding human factors, and expectant customers. Those...

    • Downloads: 1118