Search Results

• Report Five Practices To Succeed With Your Retail E-Commerce Strategy

  Processes: The Retail E-Commerce Playbook

  January 15, 2021 | Sucharita Kodali

  Retail e-commerce has well over two decades of experience under its belt, so digital retail businesses at all maturity stages have a fairly established set of best practices to follow. This report...

• Report Now Tech: Digital Supply Chain Control Tower Solutions, Q4 2020

  Forrester's Overview Of 17 Digital Supply Chain Control Tower Solution Providers

  December 23, 2020 | George Lawrie

  You can use control towers to orchestrate demand forecasts, open new routes to market, and deliver differentiating customer experiences such as subscription fulfillment. But to realize these...

• Report The State Of The US Grocery Shopper — COVID-19

  US Grocery Shopper Behaviors In The New Normal

  December 22, 2020 | Sucharita Kodali, Madeline Cyr

  Throughout waves of shutdowns and fears that the coronavirus pandemic has resurged, one place where online adults still show up is in grocery stores. In this way, the pandemic has essentially...

• Report Building The Business Case For Omnichannel Commerce

  Business Case: The Omnichannel Commerce Playbook

  December 7, 2020 | Brendan Witcher

  Digital business professionals must build effective omnichannel business cases to minimize the risk of launching initiatives that: 1) lack critical internal support; 2) fail to meet customers'...

• Forum Technology & Innovation Global

  Adapt To Win

  November 4, 2020 | Live Virtual Experience | Liz Herbert, Matthew Guarini, Brian Hopkins

  In today’s business environment, change is constant. Technology, customer expectations, workforce issues, and economic factors are continually evolving. To thrive in this environment,...

• Report Must-Have E-Commerce Features

  Roadmap: The Retail E-Commerce Playbook

  October 28, 2020 | Sucharita Kodali

  Digital business professionals often grapple with prioritizing the countless issues that populate e-commerce to-do lists. This report takes a prescriptive look at industry standards as well as the...

• Report The Omnichannel Maturity Assessment

  Assessment: The Omnichannel Commerce Playbook

  October 19, 2020 | Brendan Witcher

  Supporting an omnichannel fulfillment program is table stakes in retail today — and particularly in light of pandemic or other market shift conditions. Organizations need to assess their...

• Forum Security & Risk Global

  Leading the Way

  September 22, 2020 | Live Virtual Experience | Laura Koetzle, Stephanie Balaouras, Heidi Shey

  As attackers get more sophisticated and new technologies emerge, the strategies to protect your organization’s valuable data must also evolve. Attend Security & Risk to learn about...

• Forum Summit Asia Pacific

  The must-attend event for B2B & B2C marketing and CX leaders

  September 1, 2020 | Live Virtual Experience | Frederic Giron

  The combined power of Forrester and SiriusDecisions has unleashed a new energy into the products and services available to both the B2B and B2C community. By harnessing this energy, we are bringing...

• Report It's Time For Retail Stores To Open Their Doors To The Digital Org

  Organization: The Digital Store Playbook

  August 28, 2020 | Brendan Witcher

  In the age of the customer — and especially in the midst of a pandemic — channel-specific strategies, tactics, and organizational structures become irrelevant and (worse) potentially crippling. To...

• Report The Forrester Retail Quarterly Earnings Review, Q1 2020

  Highlights From 24 Retail Q1 2020 Earnings Call Transcripts

  August 18, 2020 | Fiona Swerdlow, Madeline Cyr

  As consumers demand more than ever from the retail experience, retailers and brands are investing to rethink and reinvent those experiences. The Forrester Retail Quarterly Earnings Review...

• Report Brands' Success Relies On Relationships With Retailers

  Brands Must Evolve From Suppliers To Partners

  August 17, 2020 | Michelle Beeson

  The pandemic has magnified the importance of digital commerce strategies. For brands, it is not all about direct-to-consumer (D2C). A significant proportion of most brands' revenue comes via...

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  Playbook The Omnichannel Commerce Playbook For 2021

  Mastering The Art Of Omnichannel Retailing

  Digital business leaders know that many customers use a variety of digital and physical touchpoints as they move along the path to purchase. This complexity creates challenges for retailers as they...

  Read more of the Executive Overview >

• Report The State Of The US Shopper — COVID-19

  Landscape: The Digital Store Playbook

  July 16, 2020 | Sucharita Kodali, Madeline Cyr

  As US states begin to ease COVID-19 restrictions, consumers are still tentative about the prospect of visiting reopened retail locations. This report provides an overview of the state of US...

• Report Paving The Path To Omnichannel Commerce

  Roadmap: The Omnichannel Commerce Playbook

  July 14, 2020 | Brendan Witcher

  Digital business professionals have long recognized the need for omnichannel programs, but many are unsure of where to start. This report guides digital business pros on how to craft an omnichannel...

• Report Omnichannel Commerce Metrics That Matter

  Performance Management: The Omnichannel Commerce Playbook

  July 10, 2020 | Brendan Witcher

  To achieve key business goals with omnichannel programs, digital strategy professionals need to ensure that they have the right metrics in place. But not all metrics are created equal, and success...

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  Webinar Retail's Omnichannel Acceleration: Mastering Commerce And Fulfillment In Times Of Crisis And Beyond

  July 7, 2020 | Brendan Witcher, Nicole Murgia

  Today's customers expect a consistent and connected experience across shopping touchpoints. As consumer behavior continues to shift as a result of the pandemic, a seamless omnichannel experience is...

• Report The Art And Science Of Retail eCommerce

  Executive Overview: The Retail eCommerce Playbook

  July 6, 2020 | Sucharita Kodali

  Retail eCommerce sales continue to climb, and digital business executives must check all the boxes to ensure that they're not missing either opportunities for direct online sales or ways that...

• Report The UK In The Pandemic: How Consumers And Businesses Are Changing

  As The Pandemic Drives A Lasting Shift In UK Consumers' Behaviors And Values, Firms Must Respond In Kind

  June 17, 2020 | Michelle Beeson

  Our new survey, the Forrester Analytics Consumer Technographics® COVID-19 Survey (Wave 1), studied 1,117 UK online adults to analyze the impact of the COVID-19 crisis. This report synthetizes the...

• Report The US Customer Experience Index, 2020

  How Brands Build Loyalty With The Quality Of Their Experience

  June 15, 2020 | TJ Keitt

  As brands grapple with changing consumer behaviors thanks to COVID-19, how well have they built loyalty with the quality of their customer experience (CX)? This year, we reveal the scores of all...

• Report The State Of Augmented Reality In Retail: 2020

  Continuous Improvement: The Digital Store Playbook

  June 9, 2020 | Julie Ask, Erin Sellers

  Since IKEA created an interactive experience with its product catalog, the quality of augmented reality (AR) experiences in retail has improved dramatically in the past 10 years. AR now supports...

• Report Delight The Right Customers To Build A Successful Business

  June 9, 2020 | TJ Keitt

  Businesses often chase high overall customer experience (CX) scores. But these beacon metrics, which measure the average experience across all customers, provide limited insights to business...

• Report Your Strategic Plan Is The Linchpin For Omnichannel Success

  Strategic Plan: The Omnichannel Commerce Playbook

  June 2, 2020 | Brendan Witcher

  Organizations today must have a comprehensive strategic plan that aligns their internal teams with a single vision for omnichannel excellence. However, because omnichannel commerce continues to...

• Report The Definitive Drop-Ship Guide For Brands And Retailers

  Find Your Technology Partners To Enable Successful Drop-Ship Selling

  June 1, 2020 | Emily Pfeiffer, Sucharita Kodali

  Retailers and brands know that shoppers value comprehensive and trustworthy product selections online. They also know drop-ship solutions provide them with bigger assortments and margins. For...

• Report Expectations And Experiences: The Impact Of Your Customers' Expectations On CX Quality

  May 26, 2020 | Joana de Quintanilha, Victoria McRitchie

  Achieving excellent customer experience (CX) requires exceeding expectations — Forrester's Customer Experience Index (CX Index™) data proves it — but most brands are merely meeting expectations or...