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  • Webinar Your Commerce Success Depends On Picking The Right Commerce Service Provider

    Using The Forrester Wave™
    Wednesday, April 14, 2021, 11:00 a.m.-11:40 a.m. Eastern time (16:00-16:40 GMT) | Ted Schadler

    2020 was the year that every company realized the importance of a great commerce experience. B2C firms are doubling down on omnichannel commerce; B2B firms are building complete commerce journeys;...

  • Report Digital Go-To-Market Review: CPG Brands, 2021

    Smart Brands Prioritize Direct-To-Consumer Sales And E-Control
    March 5, 2021 | Sucharita Kodali, Madeline Cyr

    Forrester's Digital Go-To-Market Review evaluates brands across the attributes essential to their long-term digital success, including the strength of their direct-to-consumer (DTC) operations....

  • Report Gauge Your CRM Maturity

    Assessment: The CRM Playbook
    March 4, 2021 | Kate Leggett

    An explosion of channels, new technologies like artificial intelligence, and demanding consumers challenges organizations to reshape the way that they target, acquire, retain, understand, and...

  • Report Now Tech: Enterprise Fraud Management, Q1 2021

    Forrester's Overview Of 37 Enterprise Fraud Management Providers
    March 2, 2021 | Andras Cser

    You can use enterprise fraud management (EFM) to catch and reduce fraud, lower customer friction and labor costs, automate transaction risk scoring, and improve business intelligence. But to...

  • Report COVID-19 Accelerated Your Digital Momentum — Don't Slow Down Now

    How To Harness Digital Momentum During And After The Pandemic
    February 25, 2021 | Michael Barnes

    The global pandemic forced many firms to shift almost overnight to only engaging customers virtually. Digital teams were thrust to the forefront of organizations' responses. The impact on digital...

  • Report Research Overview: Tech Titans In Healthcare, Banking, And Retail

    A Guide To Forrester's Research On The Tech Titans
    February 23, 2021 | Alyson Clarke, Arielle Trzcinski

    The "tech titans" — Amazon, Apple, Facebook, and Google — are expanding into the healthcare, banking, and retail sectors. They will look to further reorient customer expectations as they take on...

  • Report The Future Of Distribution

    Use Platforms Of Distribution To Bring New Outcomes To New Buyers
    February 23, 2021 | Joe Cicman, Jay McBain

    Traditional distribution faces obsolescence as buyers seek closer relationships with vendors. Distributors evolved over decades to buy time — adding value via fulfillment, credit facilities,...

  • Webinar The State Of Chat In Retail: The Current And Future States

    February 23, 2021 | Julie Ask, Nicole Murgia, Hailey Colin

    Consumers are increasingly comfortable engaging with brands on mobile platforms, yet many chat experiences don't support modern interactions such as e-commerce. In our evaluation of 113 top brands,...

  • Report Digital Store Analytics Tech For The New Normal

    Performance Management: The Digital Store Playbook
    February 19, 2021 | James McCormick, Scott Compton

    A new crop of emerging technologies, and the solutions they power, will unleash a new cycle of rising expectations from buyers and employees, as well as changing behaviors and disruption. This...

  • Report Geopolitical Disruption Demands Local Trust

    CMOs At Global Brands Must Pivot To Truly Multilocal Operations
    February 11, 2021 | Thomas Husson

    Even before COVID-19, significant economic, political, and tech trends were fragmenting the global order. The pandemic's economic and social crises and associated geopolitical shifts will drive...

  • Report Research Overview: Omnichannel Requires A Buffet Of Tech Solutions

    Tools And Technology: The Omnichannel Commerce Playbook
    February 4, 2021 | Brendan Witcher

    Today's "anywhere, anytime" commerce means that digital business leaders must race to fully modernize their commerce systems while recognizing that omnichannel is far more complex than simply...

  • Report Embrace Rapid Change In Insurance Technology

    Executive Overview: The Digital Insurance Strategy Playbook
    February 3, 2021 | David Hoffman

    Digital technologies are transforming the entire value chain of insurance; creating new distribution opportunities; altering how insurers can assess, price, and manage risks; and creating new...

  • Report Digital Go-To-Market Review: Consumer Electronics Brands, 2021

    Smart Brands Prioritize Direct-To-Consumer Sales And E-Control
    February 2, 2021 | Sucharita Kodali, Madeline Cyr

    Brands that have traditionally sold through wholesale channels must adapt to the drastically evolving retail environment. Forrester's Digital Go-To-Market Review evaluates brands across the...

  • Webinar Holiday 2020 Recap: Insights And Lessons

    February 2, 2021 | Fiona Swerdlow, Sucharita Kodali, Kristopher Arcand

    Join Forrester analysts Sucharita Kodali, Kristopher Arcand, and Fiona Swerdlow for a recap of the 2020 holiday season. In this webinar, we review insights about the season to inform your planning...

  • Report B2C (Still) Sets The Standard For B2B

    Roadmap: The B2B E-Commerce Playbook
    February 1, 2021 | Joe Cicman

    If you want to see the future of B2B e-commerce, look at the top-rated consumer sites. Sure, business buyers have some unique needs, but when it comes to design, interactive features, and community...

  • Report Make Omnichannel Real In B2B Commerce

    Business Case: The B2B E-Commerce Playbook
    February 1, 2021 | Joe Cicman

    Disruption is turning B2B buying and selling on its head. Quick and efficient B2C buying journeys have reshaped B2B buyers' expectations, and marketplaces have shortened the distance between buyers...

  • Report The State Of Digital Banking, 2021

    Landscape: The Digital Banking Strategy Playbook
    January 29, 2021 | Aurelie L'Hostis

    The 2020 coronavirus pandemic has driven disruption and turbocharged digital transformation in banking. Disruptors are gaining ground, innovating around both customers' and businesses' needs. While...

  • Report Gauge Your Digital Store Maturity

    Assessment: The Digital Store Playbook
    January 29, 2021 | Emily Pfeiffer, Madeline Cyr

    Digital business leaders who are driving digital store transformation initiatives need a clear plan for how technology will transform the store. Plus, they need the skills to influence others in...

  • Report Branded Manufacturers: Master Your Own Digital Destiny

    Understand Your Brand's Digital Commerce Opportunity To Craft A Comprehensive Direct-To-Consumer Strategy
    January 29, 2021 | Michelle Beeson

    Consumer-facing brand manufacturers are doubling down on their direct-to-consumer (DTC) digital engagement and commerce capabilities. To master their digital destiny, brands must understand the...

  • Report Make Your B2B Business A Digital Business

    Executive Overview: The B2B E-Commerce Playbook
    January 29, 2021 | Joe Cicman

    Ever-evolving buyer demands are forcing B2B sellers to fundamentally rethink how they go to market — from the customers they target to the channels they sell through. The B2B e-commerce playbook...

  • Playbook The Digital Store Playbook For 2021

    How To Transform Your Retail Store

    Today's customers look for and buy experiences, not simply products. Digital technology offers retailers a toolkit to engage customers with new and enhanced experiences. It also enables them to...

  • Report Now Tech: Warehouse Management Systems, Q1 2021

    Forrester's Overview Of 19 Warehouse Management Systems
    January 27, 2021 | George Lawrie

    For years, companies outsourced transportation and warehouse management by using third-party logistics services to share logistics facilities. But supply chain disruption and rapidly changing...

  • Report Five Key Stakeholders Will Define Retail In The 2020s

    Vision: The Retail E-Commerce Playbook
    January 27, 2021 | Sucharita Kodali, Fiona Swerdlow

    New business models and new ways of getting goods to consumers have already transformed retail. In the coming years, retailers and brands will bow to tighter scrutiny and accountability by...

  • Report The Retail E-Commerce Metrics That Matter

    Performance Management: The Retail E-Commerce Playbook
    January 25, 2021 | Sucharita Kodali

    To achieve key business goals such as increasing retail sales, digital business retail executives need to ensure that they have the right metrics in place. These metrics should track customers' use...

  • Report The Five CRM Trends In 2021 That Will Shape Engagement, Relationships, And Revenue

    Vision: The CRM Playbook
    January 22, 2021 | Kate Leggett

    In the age of the customer, customer experience (CX) is the only source of competitive differentiation. CRM has the power to transform customer relationships, but firms have only started to tap its...

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