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  • For Customer Insights Professionals

    REPORT: Adopt AI For Personalization Safely And Smartly To Win European Customers

    How To Balance The Value And Risks Of AI For Personalization

    October 22, 2020 James McCormick

    Personalization combined with AI is about to change Europe's digital landscape forever. This power couple can provide market differentiation through its ability to deliver highly relevant digital experiences continuously and at scale. This report gives European firms a framework to help them seize the opportunity of AI-driven personalization while avoiding its potential pitfalls.

  • For Application Development & Delivery Professionals

    REPORT: How To Create A Knockout Enterprise Collaboration Strategic Plan

    Strategic Plan: The Enterprise Collaboration Playbook

    October 16, 2020 Art Schoeller

    Enterprise collaboration programs can provide the connective tissue of the customer experience (CX) ecosystem. However, programs fall flat when application development and delivery (AD&D) professionals approach them without clear business objectives and stakeholder support. Having a strategic plan that all stakeholders agree on can make the difference. This report provides a guide for the collaboration leadership team on creating that strategic plan using Forrester's POST methodology. This is an update of a previously published report; Forrester reviews and updates it periodically for continued relevance and accuracy.

  • For eBusiness & Channel Strategy Professionals

    REPORT: The COVID-19 Pandemic Alters The Payment Industry In Europe For Good

    How Overnight Digital Payment Adoption Reshapes The Industry

    September 18, 2020 Jacob Morgan

    The COVID-19 pandemic has driven consumers toward digital payments across Europe and changed spending patterns due to personal and macroeconomic uncertainty. Many of these changes will persist, and the effects will present banks and payments firms with opportunity — but also considerable challenges — for years to come. This report helps digital business leaders in banking and payments decode the impact of consumer behavior changes on payments and adapt their strategies to meet the challenges ahead.

  • For eBusiness & Channel Strategy Professionals

    REPORT: 2020 Online Retail Forecast, Europe-5 (COVID-19 Update)

    ForecastView European Online Retail Forecast, 2020 To 2024, Models The Impact Of COVID-19 On France, Germany, Italy, Spain, And The UK

    September 9, 2020 Michael O'Grady, Reineke Reitsma

    Forrester has updated its retail forecasts for France, Germany, Italy, Spain, and the UK. Our scenario model shows that global retail sales will contract by 3.6% in 2020, while e-commerce sales will grow 18%, significantly faster than in 2019. This ForecastView report models how COVID-19 might affect both online and offline retail sales for computer hardware and accessories, consumer electronics, health and beauty, media (books, music, and videos), apparel and accessories, appliances, grocery, and homeware and furniture. Please note that we created this model and report based on the information available on July 7, 2020 for the economic impact of COVID-19 on the countries covered. We will revisit this model when further adjustments are necessary.

  • For CMO Professionals

    REPORT: The Myth Of A World After: A European Recovery Perspective

    How B2C Consumption Will Evolve In Post-Pandemic Europe

    August 24, 2020 Thomas Husson

    Expectations of a world after the coronavirus and a next normal have been exaggerated. Human nature shows us that bad habits often overcome good intentions. Don't get us wrong; the crisis will lead to lasting changes, and we expect new waves of the pandemic in Europe before the end of 2020. However, rather than installing net new behaviors, the crisis will primarily accelerate preexisting trends. This report outlines how European consumers will evolve as the pandemic subsides in Europe and helps CMOs anticipate how to pivot their brands for recovery.

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