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• 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 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 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 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...

• 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 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...

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• 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 One Customer, One Organization, One P&L

  Organization: The Omnichannel Commerce Playbook

  May 19, 2020 | Brendan Witcher

  In the age of the customer, channel-specific strategies, tactics, and organizational structures become irrelevant. Why? Customers expect seamless and connected journeys. Companies must therefore...

• Report The Top Retail Technology Investments In 2020

  Retail And Brand Professionals Share Their Priorities For Tech-Driven Commerce Initiatives In The Coming Year

  May 11, 2020 | Brendan Witcher

  In January and February 2020, we interviewed more than 60 retail and brand professionals from over 50 companies to understand which technology initiatives they are investing in this year. This...

• Report The State Of Retailing Online 2020: Marketing, Omnichannel, And Mobile

  Landscape: The Retail eCommerce Playbook

  April 21, 2020 | Sucharita Kodali

  Forrester surveyed online retailers in its annual "The State Of Retailing Online" study in partnership with the National Retail Federation (NRF). Overall retail continues to grow, including online...

• Report Design Your Digital Store Blueprint For Customer Impact

  Roadmap: The Digital Store Playbook

  April 17, 2020 | Michelle Beeson

  The store is changing rapidly as new technologies appear, older technologies evolve, and others become mainstream, including click-and-collect and mobile point of service (mPOS). The problem for...

• Report Retailers Are Starting To Reap The Rewards Of Omnichannel Commerce

  Landscape: The Omnichannel Commerce Playbook

  March 26, 2020 | Michelle Beeson

  Because customer expectations are so high, digital business professionals are investing heavily in customer-facing and back-end technology to deliver great experiences. This report analyzes...

• Report Case Study: Starbucks Accelerates Growth With Alibaba's New Retail

  How The Coffee Giant Drives Business Growth By Plugging Into The Largest Online-To-Offline Ecosystem In China

  March 23, 2020 | Xiaofeng Wang, Danny Mu

  Despite its dominance in the coffee retail segment, Starbucks struggled to serve empowered Chinese consumers efficiently and keep pace with fast-emerging local competition. The coffee chain has...

• Report Process Makes Perfect: Exceed Customer Expectations With Omnichannel Excellence

  Processes: The Omnichannel Commerce Playbook

  March 13, 2020 | Brendan Witcher

  Although having a functioning omnichannel fulfillment program is now a basic necessity, many retailers still fail to meet customer expectations. They also struggle to fully understand program...

• Report Lessons In Customer Acquisition: Learn From DTC Disruptors' Awareness Strategies

  DTCs Move Customers Quickly From Discover To Buy

  February 28, 2020 | Ryan Skinner, Sarah Dawson

  Direct-to-consumer (DTC) disruptor brands are growth engines, capturing the imaginations of a new generation of consumers, creating new markets, and opening the M&A wallets of much larger...

• Report The France Retail Customer Experience Index, 2019

  How French Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Karine Cardona-Smits, Michelle Beeson, Luis Deya

  How well do leading retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 19 retail brands that were analyzed as part of the...

• Report The Canada Digital Retailers Customer Experience Index, 2019

  How Canadian Digital Retail Brands Earn Loyalty With The Quality Of Their Experience

  January 21, 2020 | Harley Manning, Sam Karpinski

  How well do leading digital retail brands earn loyalty with the quality of their customer experience (CX)? This year, we reveal the complete rankings of 11 digital retail brands that were analyzed...

• Report Forrester Infographic: Connected Shoppers In Southeast Asia

  Retailers Must Deliver Consistent Experiences Throughout Customers’ Shopping Journey

  November 25, 2019 | Xiaofeng Wang

  Consumers in Southeast Asia (SEA) are connected and channel-agnostic. Retailers and brands must invest in digital strategies and omnichannel retail to provide consistent shopping experiences....

• Report Omnichannel Retail Capabilities Benchmark In Singapore

  November 18, 2019 | Xiaofeng Wang, Tom Mouhsian

  Forrester's 2019 Retail Omnichannel Capabilities Assessment benchmarked six retailers in Singapore. Digital business executives at retailers can use this report to understand how their omnichannel...

• Report New Tech: Smart Packaging, Q4 2019

  Forrester's Landscape Overview Of 22 Providers

  October 22, 2019 | George Lawrie

  Maturing smart packaging technologies from digital watermarks to intelligent inks stand ready to power a new generation of applications that drive autonomous supply chains and direct-to-consumer...