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  • Retail
  • Customer Experience Management
  • Andrew Hogan

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The Retail E-Commerce Playbook For 2021

The Art And Science Of Retail eCommerce

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...

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  • Report Digital CX Trends, 2019

    Digital CX And Human-Centered Experience Design Align — At Last

    Digital CX is changing: As it encompasses more capabilities like voice, connected devices, and notifications, customer experience (CX) pros and their companies can no longer take a...

  • Report The Forrester Automotive Wave™: US Websites, Q2 2018

    The Playing Field Is Wide Open For Carmakers To Break Away
    June 18, 2018 | Brendan Miller, Andrew Hogan

    US new auto sales surpassed 17 million vehicles in 2017 — one of the best years on record for the auto industry. Can it do better? Over 90% of US auto shoppers used manufacturers' websites to guide...

  • Report The Best Of Digital Store Experiences

    Leading Digital Store Initiatives Apply Customer Experience Principles
    March 3, 2016 | Adam Silverman, Andrew Hogan

    Digital store experiences aren't living up to their potential. While new technologies hold the promise of transforming the experience for the customer and the associate, many first-generation...

  • Report Brief: How QVC Creates Great Omnichannel Customer Experience

    August 7, 2015 | Andrew Hogan

    At Forrester's CXNYC 2015 Forum for customer experience (CX) professionals, QVC shared the practices it follows to create a great omnichannel customer experience. In addition to being a leader in...

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