The Three Biggest Lessons From The 2020 Commerce Waves — Don’t Miss Them

Our interviews with 64 customer references divulged the good, bad, and ugly of their commerce suite experiences. They’re generally happy but want improvement in key areas that digital executives should factor into their analysis when selecting a vendor. Vendors that prioritize the business user experience (UX) leaped to the front of the pack in 2020. To identify a solution that truly meets your needs, directly involve your business users in vendor selection. Customers don’t want their vendor’s first-party offerings to limit them. Leading vendors have achieved tight integration with third-party solutions for the critical functions of a commerce suite. To learn more about how our findings apply to your business, please read “ The Forrester Wave™: B2B Commerce Suites, Q2 2020,” and “ The Forrester Wave™: B2C Commerce Suites, Q2 2020.”