Why The Home Depot Wins At Mobile Web

March 5th, 2018

James McQuivey, PhD VP, Research Director

With contributors:

Keith Johnston , Brendan Miller , Jennifer Wise , Olivia Morley , Rachel Birrell

Summary

Most retailers embrace mobile, but currently many merely check the boxes on features and functionality. Few go to the next level, consciously constructing an experience that meets customers' explicit as well as implicit needs. The case of The Home Depot illustrates why paying extra attention to experience details makes all the difference. In this unique brief, Forrester presents a podcast-style interview with Prat Vemana, VP online at The Home Depot, offering senior executives a behind-the-scenes look at customer obsession from a proven leader.

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