Predictions Report

Predictions 2018: Customer Obsessed, Data-Driven Retailers Thrive

November 10th, 2017
Brendan Witcher, VP, Principal Analyst
Brendan Witcher VP, Principal Analyst
Sucharita Kodali, VP, Principal Analyst
Sucharita Kodali VP, Principal Analyst
Fiona Swerdlow, VP, Research Director
Fiona Swerdlow VP, Research Director
With contributors:
Stephen Powers , Sam Wolken , Peggy Dostie

Summary

In a world of hyperadoption — and hyperabandonment — the key to successful retailing in 2018 is obsessing about customer experience. Retailers' greatest hindrance to executing on this vision isn't a lack of will — it's their siloed organization structure that makes it next to impossible to get a holistic customer view or to craft the right products and services. In this report, we explore the trends we see developing and key issues that retailers must proactively tackle for their business in 2018.

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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.