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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 Grocers And C-Stores: Check Out Cashierless Technology Decision Points And Benefits

    January 7, 2021 | Scott Compton

    This research helps retail store operations and digital transformation executives evaluate the choices related to cashierless checkout technology, including scan by customer, smart carts, and...

  • Report The Future Of Commerce Technology: Commerce Platforms End With An Ecosystem On FIRE

    Digital Acceleration Demands That Businesses Evolve Their Architecture To Survive
    January 5, 2021 | Emily Pfeiffer

    Commerce is no longer the core technical function within increasingly complex commerce tech stacks. As this landscape shifts, the new dual cores instead center around experience and operations....

  • Report The Five Key Success Factors Of Every Digital Business

    Strategic Plan: The Retail E-Commerce Playbook
    January 4, 2021 | Sucharita Kodali

    Successful organizations are largely driven by the right people, the right organizational structure, and an innovative idea for selling online that often reinforces brick-and-mortar stores. In the...

  • Report Betting On Bots For Grocery E-Commerce

    What You Need To Know About Automated Microfulfillment Solutions For Grocery E-Commerce
    December 28, 2020 | Scott Compton

    Grocery store operations and digital execs are evaluating and investing in innovative, automated technology to scale to growing consumer demand for fast fulfillment options of online orders. In...

  • 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 US Grocery: Digital Best Practices

    December 22, 2020 | Scott Compton, Angelina Gennis

    As e-commerce grocery orders surge, online grocers must cultivate lifetime value and loyalty from new customers. We expect North American grocery retail sales to grow 7.6% in 2020 and increase...

  • Report New Tech: Deferred Payment Providers, Q4 2020

    Forrester's Landscape Overview Of 29 Providers
    December 11, 2020 | Lily Varon

    Deferred payment solutions — a broad category covering installments; "buy now, pay later"; "pay in four"; point-of-sale financing; and alternative lending — promise merchants a boost in conversion...

  • 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,...

  • 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...

  • 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...

  • Report Research Overview: Online Marketplaces

    A Guide To Buying, Selling, And Creating Market Leverage Via Everyone's Favorite Digital Platform Business Model
    August 17, 2020 | Allen Bonde, Caleb Ewald

    Online marketplaces aren't a new idea. Yet over the past few years, they have (re)emerged as a preferred channel for consumers, small businesses, and a growing number of enterprise buyers. For...

  • 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 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 Now Tech: Merchant Payment Providers, Q3 2020

    Forrester's Overview Of 23 Global Merchant Payment Providers
    July 6, 2020 | Lily Varon

    You can use payment providers to improve payments acceptance and reach, to support new payment models and flows, and for a range of other payment-adjacent services like fraud management and...

  • 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 The Definitive Drop-Ship Guide For Brands And Retailers

    Find Your Technology Partners To Enable Successful Drop-Ship Selling

    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...

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