Welcome To The Era Of Agile Commerce
July 19, 2013
Why Read This Report
Multichannel commerce is being reborn. Traditional ways of describing multichannel commerce no longer work because customers don't interact with companies from a "channel" perspective. Customers now use a rapidly evolving set of devices as a means of engaging across touchpoints, which they don't distinguish from the brand or business. Customers are empowered with more information than ever before. As businesses still struggle to deliver cross-channel experiences, the stream of innovation and market transformation continues to flow unchecked. In response, eBusiness professionals must transform how they market, transact, serve, and organize around changing customer experiences. These changes are not an incremental evolution; they are a metamorphosis. Welcome to the era of agile commerce. eBusiness leaders will optimize their people, processes, and technology to serve today's empowered, ever-connected customers across a rapidly evolving set of customer touchpoints. This report is an update to the report of the same title originally published on March 11, 2011.
Already a Client?
Log in to read this document.
Become a Forrester Client
Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.
This report is available for individual purchase ($499 USD).Purchase
Table of Contents
- Why eBusiness Must Become Agile
- Enter Agile Commerce: Optimize Customer Journeys, Not Channels
- The ROI Model Builds On Traditional Multichannel Business Cases
- Getting Started On Your Agile Commerce Journey
- Supplemental Material
- Related Research Documents
Executive Q&A: The Top Seven Customer Experience Measurement Questions Answered
June 19, 2015 | Maxie Schmidt-Subramanian
Slowing Economic Growth Threatens Customer Experience Focus
March 27, 2015 | Thomas McCann
Getting Help With Customer Journey Maps
December 12, 2014 | Joana van den Brink-Quintanilha