Predictions Report

Predictions 2016: The eCommerce Gap Widens

How Winning B2B And B2C Firms Will Pull Ahead For Good

November 10th, 2015
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst
Andy Hoar, null
Andy Hoar
With contributors:
Patti Freeman Evans , Jacob Milender , Rachel Birrell

Summary

2016 presents B2C and B2B professionals with a now-or-never choice: Either outpace the pack by responding effectively to six important trends — or fall permanently behind in the customer obsession race. This brief outlines our six key predictions for 2016 and what you should do about them, from responding to Amazon's surging growth to incorporating self-service in B2B. It also debunks five widespread claims about what 2016 will bring that it actually won't.

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Forrester helps business and technology leaders use customer obsession to accelerate growth. That means empowering you to put the customer at the center of everything you do: your leadership strategy, and operations. Becoming a customer-obsessed organization requires change — it requires being bold. We give business and technology leaders the confidence to put bold into action, shaping and guiding how to navigate today's unprecedented change in order to succeed.